Providing Pete with energy supplier guidance

worried looking elderly man in an armchair reading a letter with a dog sleeping at his feet

We helped Pete navigate errors and charges made by his energy supplier, and transferred him to a new supplier.

Pete* from Manchester contacted Take Charge by phone, seeking urgent support with a long‑running issue with his energy supplier. Pete, who is digitally excluded and living with significant mental health challenges, had been trying to change his energy supplier but encountered repeated errors made by the provider.

During this process, Pete’s meter was mistakenly switched from a prepayment to a credit meter. As a result, he was not billed for a period of time. When he was eventually billed, the supplier presented him with a sudden demand for around £871. Pete had already pursued a complaint with the supplier, but the process was unsatisfactory, and he was still being asked to pay the full amount.

Take Charge stepped in to escalate the complaint with the energy company. After a review, the supplier agreed to write off the full debt. We also supported Pete in transferring to a supplier of his choice. During this transition, an additional £168 was added to his bill, which we also successfully challenged. The original supplier agreed to write this off as a gesture of goodwill in recognition of the client’s vulnerability.

As a result, Pete benefitted from: