Case closed: client wins two long-term energy disputes 

A long-term tEC client can finally start to relax after enduring two ongoing but separate disputes with her gas and electricity suppliers. 

The client was referred to us by Southampton City Council’s Adult Services team after she reported problems with her energy meters and difficulties paying a backlog of debt.  

Our first priority was to ensure the client received a collection of household items such as draught-proofing material, LED bulbs and water-saving devices that would help her home run more efficiently in the short term. We then worked alongside Citizens Advice Southampton who were able to arrange a Debt Relief Order (DRO) due to the client’s difficult financial circumstances. Unfortunately, the client’s supplier continued to take payment and at one stage even left her with no heating or hot water for eight hours. 

A Southampton Healthy Homes Energy Adviser, Luke, intervened and escalated the complaint which resulted in the gas supply being switched back on and £100 in compensation for the client. He said: “Whilst all this was happening, we also discovered that the client’s electricity meter had been mixed up with her neighbour’s meter and the two households were paying for each other’s usage. It was an incredibly difficult situation for our client because she experienced several problems that were all beyond her control. Our priority at tEC is to ensure all our callers get a fair result, even if they take a long time to resolve. We will keep working on their behalf until the situation comes to a satisfactory close.” 

Our Southampton Healthy Homes project can help clients in the city find long term home energy efficiency measures as well as shorter term support through the colder months. Contact us if you think we might be able to help.