Worried about your gas or electricity bill?

Tameside energy guide for consumers

• How to keep track of your fuel use
• Priority service register (PSR)
• How to reduce the cost of your fuel
• Warm Home Discount is replacing Social Tariffs
  
• How to get help from the government with the costs of your fuel bill and energy efficiency improvements
• How to get help from your fuel company with the costs of your fuel bill and energy efficiency improvements
• How to switch your fuel company
• How to make a complaint about your fuel company
• Useful contact numbers

This guide gives basic information about help available in Tameside with fuel bills and energy efficiency improvements. It gives telephone numbers and websites for how to find out more information, apply for grants and get advice.

In its latest fuel poverty statistics the Department of Energy and Climate Chance (DECC) reported that 5.5 million households were in fuel poverty in the UK in 2009 up from 4.5 million in 2008. Of those 4.5 million were vulnerable meaning they are elderly or include children, long-term sick and disabled people. Unofficial estimates suggest there are currently as many as 7.5 million fuel customers in fuel poverty.

1. Move to dual fuel – this means getting both your gas and electric from one supplier. Energy companies offer valuable discounts for doing this.
   
2. Pay by direct debit – suppliers also offer discounts to those customers who pay by monthly direct debit. Compared with an average household on a standard energy plan paying by cash or cheque, paying by direct debit will save you £98 a year.
   
3. Sign up to an online plan – these are consistently the most competitive plans in the market, currently offering an average saving of just over £200 compared with being on a standard plan.
   
4. Fix your energy prices – if it becomes clear that widespread rises are on the way then it may be worth looking at a fixed-price plan. However, these can come at a premium and can carry early exit penalties, so you should always think carefully before signing up.
   
5. Ask your current provider if you are on their cheapest deal. If not, ask to be switched... but make sure you do not incur penalties for changing tariff early.
   
6. Become energy efficient – reducing the amount of energy you use as well as paying less for what you do use can help you cut bills substantially. This means turning the thermostat down (a reduction in temperature of 1°C could save 10% on your annual heating bills); invest in cheap but effective roof insulation; heat only the rooms you use most often; close your curtains in the evenings to keep the heat in; and reduce draughts around doors.
   
7. Speak to your supplier about the help they can offer you in making your home more energy efficient – under the Carbon Emissions Reduction Target (CERT) scheme they all have a pot of money with which to help households and you may qualify.
   
8. Consider what other energy-sapping devices you have in the home. Don't leave electrical appliances on standby (a computer on "sleep" mode uses up to 75% of its energy); turn off lights and appliances when you go to bed; don't overfill your kettle; take showers rather than baths; wash clothes in your washing machine at a lower temperature; and change to energy-saving light bulbs.

1. How to keep track of your fuel use

Regular Meter Readings – It is important to keep track of how much gas and electricity you are using so that you can budget for the next bill and check how much fuel you are using. It can also be useful if you have a dispute. This means your meter needs to be read regularly.

You can use a chart below to keep a weekly/monthly check :-

2. Priority service register (PSR)

What is it? It is a register of people who need extra help and care with their fuel bills. PSRs are managed by the fuel companies. You should not be disconnected in the winter months (October to March) if you are on the PSR.

Am I eligible? You need to check with your energy company but in general the PSR is available to anyone who is over pensionable age, or is disabled or has a long term illness, or who has a visual or hearing impairment (blind or deaf). Once on the register you can ask for your meter to be read every 3 months rather than rely on estimated or your own readings.

How can I apply? Register direct with your fuel company or online via the Consumer Direct website.

Further contact details can be found at the end of the guide.

3. How to reduce the cost of your fuel

If you have difficulty paying your fuel bill, the guide below by Consumer Direct may help” and then insert the link http://www.consumerfocus.org.uk/assets/1/files/2010/01/Are-you-having-difficulty-paying-your-energy-bills1.pdf

Compare Estimated GB Average Energy Prices *

Current average annual energy bills by payment type. Prices inclusive of VAT.

Dual Fuel

Gas

Electricity

Notes

N/A No available tariff
Average bills are based on annual consumptions of 20,500 kWh for Gas, 3,300 kWh for Electricity and are averaged across each regional distribution area to give a GB average
All prices include VAT @ 5%
* Source: Consumer Focus October 2010

4. Warm Home Discount is replacing Social Tariffs

The government have introduced a new scheme called the Warm Home Discount. This will replace many of the Social Tariffs that have previously been available to vulnerable groups to help with cheaper rates for gas and electricity bills. The Warm Home Discount is also provided by the energy companies, similar to the social tariffs. It is a £120 rebate off electricity bills to be received in the winter months if you meet certain criteria. Find out more about the Warm Home Discount and whether or not you might be eligible.

The introduction of this new scheme means that many of the social tariffs previously on offer are now not open to new applicants. If you are already on a social tariff then you will remain on this for up to the next 3 years. There are two energy suppliers who still have a social tariff:

• EDF Energy Assist - This tariff offers the same discount as direct debit payment no matter what payment method you use and also gives a £75 annual discount for dual fuel customers. You can also get free or discounted energy efficiency measures and a benefits entitlement check. To qualify for this tariff you need to be an EDF customer and either spend more than 10% of your income on energy costs or be in receipt of Income Support or Pension Credit. To find out more information call 0800 269 450.
• Eon Warm Assist - This tariff offers up to 15% discount on standard gas and electricity prices, free energy efficiency measures and a benefit entitlement check. To qualify you must be over 60 and be in receipt of either Pension Credit, Disability Living Allowance, Attendance Allowance or have a high energy consumption due to a medical condition. To find out more information call 0800 404 6287.

Other Helpful Contacts

Tameside Trust – Tel: 07969642550
United Utilities Trust Fund – Tel: 0845 179 1791
Southern Water Trust Fund – Tel: 0845 270 0897
(Can assist with gas and electric arrears if with E.ON for energy supply)
Macmillan Cancer Support – Tel: 0800 500 800
SSAFA (Soldiers, Sailors Airman and Families Association) – Tel: 0845 130 0975
The British Kidney Patient Association - Tel: 0142 047 2021/2, or www.britishkidney-pa.co.uk
Occupation Benevolent Fund Alliance – Tel: 0170 765 1777
Society for the Assistance of Ladies in Reduced Circumstances – Tel 0800 5874696

Switching Supplier Warning

OFGEM have produced the following link to a leaflet with warnings for door step switching.
http://www.ofgem.gov.uk/Media/FactSheets/Documents1/energy_salespeople.pdf

5. How to get help from the government with the costs of your fuel bill and energy efficiency improvements

Winter Fuel Payment

The Winter Fuel Payment is a mandatory payment made automatically to all over 60's. This is to assist with the payment of extra fuel costs in the winter months. It is paid at the start of winter, usually around late November or early December. All people over 60 should receive this payment automatically. If you do not then you should contact the Winter Fuel Helpline on 0845 915 1515. In 2011 some changes have been made to the winter fuel payment which reduces the amounts people will receive. Last year all people over 60 received £250 but this year they will receive £200. Also last year all people over 80 received £400 but this year they will receive £300. This amount is usually worked out per household but paid per person therefore if you live with someone else over 60 you would each receive £100 for example.

Warm Home Discount

A new £120 rebate available to vulnerable customers, view the Warm Home Discount page for more information.

Cold Weather Payment:

What is it? The payment is made when the average temperature is recorded as 0C (32F) or below over seven consecutive days. It is made automatically to those who qualify.

Am I eligible? You are entitled if you receive the following: pension credit or income support or income-based jobseeker's allowance and there is a child aged under five in your family

Warm Front Scheme in England

Warm Front makes homes warmer, healthier and more energy-efficient. The Warm Front Scheme provides a package of insulation and heating improvements up to the value of £3,500 (or £6,000 if oil central heating is recommended). It is a Government-funded initiative and the scheme is managed by Eaga. If you own your own home or rent it from a private landlord, you may be eligible for a grant under the Warm Front Scheme.

If you need help paying for heating and insulation improvements in your privately owned or rented home, you, your partner or civil partner may be able to get money from the government's Warm Front grants scheme if, for example, you're receiving income or disability-related benefits.

Who is eligible?

• In receipt of Pension Credit or;
• income-related Employment and Support Allowance that includes a work-related activity or support component (this includes contribution based ESA customers in the support group who get an income related top up because they automatically qualify for the enhanced disability premium payable with income related ESA)

And those awarded:

• Income Support or;
• income-based Jobseeker’s Allowance, or;
• income-related Employment and Support Allowance in the assessment phase (first 13 weeks of the claim)

Who must also have one of the following:

• a pensioner premium. or;
• a disability or severe disability premium, or;
• an award of child tax credit that also includes an element for a disabled, or severely disabled child or young person, or;
• a child under the age of five living with you

In addition to the qualifying benefits listed above, the property you live in must also be poorly insulated and/or not have a working central heating system. 

If your application continues, you will then be visited by a Warm Front surveyor, who will measure the energy efficiency of your home using a Standard Assessment Procedure (SAP). The surveyor will then make recommendations on which energy efficiency improvements are most appropriate for your property.

You should be aware that the surveyor may find that the energy efficiency of your home is above the threshold required to benefit from the scheme. If this is the case you will not be provided with any recommendations and you will be left with details of where else you may be able to get energy advice and help.

The Standard Assessment Procedure (SAP), is the government's recommended system for measuring the energy rating of residential properties. To be eligible for Warm Front your home must have a SAP rating of 55 or below. This is equivalent to the start of a Band D Energy Performance Certificate (EPC).

Warm Front Contact Details: The Warm Front Team, Freepost NEA12054, Newcastle, NE2 1BR. Tel: 0800 316 2805. Email: enquiry@eaga.com.

Health Through Warmth

What is it? Health through Warmth (HTW) works through locally based partnerships who try to help vulnerable people whose health is negatively affected by cold, damp living conditions. This is done by helping with the installation of appropriate energy efficiency and heating measures and by providing advice and information. Clients are referred by health and other key community workers who have attended locally based awareness sessions offered by HTW. Vulnerable people are often the least likely to ask for help but by linking up with existing community workers they can be more easily identified so they can get practical help and advice. There are a number of ways that funding for heating and insulation measures is made available including grants, Health Through Warmth crisis fund, charities and client contribution.

Am I eligible? You do not have to be receiving any benefits to be eligible for this scheme. If you are interested please ring 0113 395 7152.

Energy Efficiency and other Grants

What is it? For general help and information, contact (during office hours): Energy Saving Trust helpline: 0800 512 012 www.energysavingtrust.org.uk  

6. How to get help from your fuel company with the costs of your fuel bill and energy efficiency improvements

E.ON Caring Energy Fund

What is it? A scheme that aims to assist E.ON customers who are low-income households facing financial difficulty and who may not be eligible for financial help from government schemes.

The E.ON CaringEnergy Fund could offer the following assistance to successful applicants:

• payments in full or part to cover the cost of installing cavity wall insulation and/or loft insulation.
• payments in full or part to cover the cost of repairing or installing heating measures which in some cases could include repair of unsafe gas heating systems.
• payments in full or part could be made to cover the cost of household appliances.

How can I apply? Telephone 0800 051 1480.

British Gas Energy Trust

What is it? The British Gas Energy Trust, which incorporates the Scottish Gas Energy Trust, gives grants to help individuals and families in need to meet arrears of energy charges and other household bills and costs. You must be a domestic customer of British Gas or Scottish Gas.
How can I apply? Telephone 01733 421021.

A winter fuel rebate is also available of up to £90 to British Gas's most vulnerable customers. Telephone 0845 601 2006.

EDF Energy Trust Fund

What is it? A charity that gives grants to people who have electricity, gas, telephone and, in some cases, other essential household bill debts. Funded by EDF, it gives grants, and financial/energy efficiency advice. You must be a domestic customer of London Energy, Seeboard Energy, Sweb Energy or EDF.

There are two types of grants. They are for:

• individuals to cover the payment of gas and electricity debts and other essential household bills or costs
• voluntary organisations working in the field of money advice, debt counselling or energy efficiency advice

How can I apply? Telephone 01733 333383

Fuel Debt

Ofgem has proposed changes to suppliers’ license conditions to tighten up protection from unwarranted disconnection for certain categories of vulnerable customers in the winter. The proposed amendments would make it clear that suppliers are expected to take the initiative in checking if a customer is covered by the moratorium on disconnections in winter and, ahead of winter, they will have to reconnect any who have been cut off.

Under the moratorium, between October and March, suppliers must not disconnect customers of pensionable age who live alone, or live with persons who are of pensionable age or under the age of 18.

If you are in debt, an amount can be deducted from your benefit each week and paid over to the fuel company (mains gas or mains electricity) in instalments – usually once a quarter. This is ‘fuel direct’. In return, the fuel company agrees not to disconnect you. Deductions can be made where:

• the amount you owe is £64.30 or more (including reconnection or disconnection charges if you have been disconnected); and
• you continue to need the fuel supply; and
• it is in your, or your family's, interest to have deductions made.

An amount is deducted for the fuel you use each week (your current consumption) as well as for the arrears you owe. The amount deducted for current consumption is whatever is necessary to meet your current weekly fuel costs. This is adjusted if the cost increases or decreases. Deductions for current consumption can be continued after the debt has been cleared.

Community Legal Advice
A directory of agencies providing legal advice in your area. Check your local library or the website
Helpline 0845 3454 345
www.communitylegaladvice.org.uk

National Debtline, Helpline: 0808 808 4000 (Freephone)
Website: www.nationaldebtline.co.uk  (Email advice via the website)
Opening hours Monday – Friday 9:00am – 9:00pm Saturday 9:30am – 1:00pm

7. How to switch your fuel company

It may be worth checking to see if you can get your energy cheaper by switching supplier. The Energy Saving Trust helpline number 0800 512 012 can give you more information.

There is a rule change from 18th January 2010 enabling pre-payment meter customers to switch if they owe their supplier up to £200 – which is increased from £100.

The process of switching

Once a new supplier has been chosen the procedure is as follows:

1. Agree a contract

A contract with the new supplier must be agreed before arrangements to supply gas or electricity can be made. The contract can be agreed either at home or over the telephone. Some suppliers will also allow the customer to sign up over the internet. The process to transfer supply from one company to another can take between three to six weeks, or longer if problems occur. The new supplier will keep the client informed of progress.

2. Cooling-off period

When any contract is signed to switch supplier there is, by law, a seven-day cooling-off period. All suppliers should phone or write to the customer to make sure it is understood that a contract has been entered into and that the customer is happy with the way the sale was made. If not, then the customer has the right to cancel the contract.

3. Tell the existing supplier

If the existing supplier is not informed of the proposed change, they may block the transfer. This can be done in writing and many companies will also allow this to be done by telephone. NB. There may be circumstances where the existing supplier can prevent switching to a new supplier – this normally occurs where there is an existing fuel debt and the current supplier insists that this debt be recovered before a transfer will be allowed.

4. Pay any outstanding bills

Any outstanding bills with the existing supplier should be paid, otherwise the supplier may block the transfer. Any Direct Debits or Standing Orders set up to pay your existing supplier should be cancelled.

5. Take a meter reading

The new supplier will read the meter (or ask for a customer reading) around the time of the switch. The old supplier will use the meter reading to work out the final bill and the new supplier will use it to start the new account. A note should be kept of the reading in case of any future dispute

8. How to make a complaint about your fuel company

In the first instance, contact your fuel company. If you are not satisfied with their response, call the Consumer Direct helpline: 0845 4 04 05 06 or go to their website: www.consumerdirect.gov.uk . Consumer Focus is a consumer advocacy body with responsibility for consumer issues. It provides specialist support and information on all consumer issues, including fuel issues. It can investigate any problem which affects consumers generally, whether or not a complaint has been made. Their website is www.consumerfocus.org.uk .

You could also contact the Complaint Network which is an independent complaint handling organisation which has a specific area in dealing with Energy Complaints. Visit their website at www.thecomplaintnetwork.org .

9. Useful contact numbers

Independent Advice Agencies in Tameside
Advice about debt and benefits:
Tameside CAB General Advice Tel No: 0161 330 2156

Advice about benefits only:
Disability Information and Advice Line: 0161 834 6069 www.dialuk.info 
Age Concern: 0161 308 5000 or 0800 009966 http://www.ageconcern.org.uk
Tameside Council Welfare Rights: 0800 074 9985 or go to http://www.tameside.gov.uk/welfarerights 

Consumer and Advice Helplines
Consumer Direct: 0845 4 04 05 06 www.consumerdirect.gov.uk 
Community Legal Advice Direct: 0845 345 4345 www.clsdirect.org.uk  
Energy Supply Ombudsman: 0845 055 0760 www.energy-ombudsman.org.uk  
National Debt Line: 0808 808 4000 www.nationaldebtline.co.uk  
Help the Aged: 020 7278 1114 www.helptheaged.org.uk 

Helplines for Fuel Bills and Energy Efficiency
Government Helpline: 0800 512 0212
Home Heat Helpline: 0800 33 66 99 www.homeheathelpline.org.uk 
Energy Efficiency Advice Centre 0800 512 0212
Energy Saving Trust 0800 512 012 www.energysavingtrust.org.uk 
Warm Front – General Enquiries: 0800 316 6011
Warm Front – Benefit Entitlement Check: 0800 072 9006

Index of Fuel Companies

British Gas www.britishgas.co.uk 

• General: 0845 600 5122 [ for gas and electric supplies]
• British Gas debt team provide a combination of practical support and advice to help customers who are having problems paying for their gas and electricity. You can contact the debt team: 0800 048 0404
• Further help in managing your finances can be found in the British Gas budget planner and Ways to Pay booklets.
• Social Tariff: 0845 850 2207 Priority Service Register/Home energy care 0800 072 8625
• The Essentials Programme offers a range of products, services and advice for our most vulnerable customers with different needs. It comprises 3 schemes:
  
  • Essentials Support
    •  provides an account assessment and helps to chose the best payment method for customers who are on very low income or means tested benefits. Tel: 0800 072 5230.
  • Essentials Safe and Sound
    • is for customers who have special requirements. Dedicated helpline can provide help and advice on schemes such as Home Energy Care, Charity Partner Support and Energy Efficiency. Tel: 0800 072 7100.
  • Essentials Combined
    • is a social tariff as detailed previously in section 4.
      

EDF www.edfenergy.com 

• General: 0800 085 0000
• Social Tariff: 0800 269 450 Priority Service Register: 0845 850 2207

E.ON (formerly Powergen) www.eonenergy.com 

• General: 0800 056 3856 [age concern deal 0500 240 500]
• Social Tariff: 0845 303 3060 Priority Service Register: 0800 051 1480

Npower www.npower.com 

• General: 0845 120 1453 [gas 0845 790 6050 :electric 0845 714 5146]
• Social Tariff: 0800 975 1373 Priority Service Register: 0800 316 2607
• • E-mail: npowercustomercare@npower.com

Utilita Services Limited

• Energy supplier focusing on energy reductions/green energy
• General: 0845 450 4387

Spark Energy

• General: 0845 869 4002

Country Wide Farmers www.countrywidefarmers.co.uk  

• Energy suppliers for farming and rural communities.
• General: 0800 328 0011

Ecotricity www.ecotricity.co.uk 

• Energy suppliers dedicated to providing renewable energy
• General Domestic: 0845 555 7100

Scottish and Southern www.scottish-southern.co.uk 

• General: 0800 052 5252 [gas 0845 758 5401 and electricity 0845 270 0700] 4555
• Social Tariff: 0800 622 838 Priority Service Register: 0800 622 838

Scottish Power www.scottishpower.co.uk 

• General: 0845 270 0700
• Social Tariff: 0845 270 0700 Priority Service Register: 0845 270 0700
• Extra Help for Vulnerable Customers: A variety of help and support measures for customers who may be in fuel poverty:
  • Winter Care Rebate Scheme – for customers who are having difficulty with fuel bills. This can be a rebate of up to £50 per account.
  • Energyplus Care – Social tariff as detailed previously in section 4.
  • Careline – Free helpline offering advice and services such as special meter readings and free gas safety checks 0800 622 838.
  • Free or subsidised insulation – Free insulation measures for householders in receipt of qualifying benefits.
  • Energy Efficiency Advice – Speak to Energy Efficiency Advisors via Energyline 0800 072 7201.
  • Fridgesavers – Offers either free A rated fridge or £50 towards A rated fridge/freezer to Energyplus Care customers.