Paul is a widower living alone. A friend of his approached a debt caseworker who referred him to the Warmer Wales project.
He is in receipt of his state pension and an occupational pension and is not eligible for any means tested benefits. He had received a lot of high bills so a friend started reading his Smart meters regularly (as they were not communicating with the supplier) and noted 180+ units being used in one week. He reported the fault to British Gas but nothing was done. They had already logged a complaint in May 2023 but no resolution had been reached and he and his friend turned to us for help.
We helped him to log a complaint with the energy ombudsman. The complaint was upheld and, as well as having the meter replaced, he was given a total of £461.86 as ‘goodwill gestures’ due to their shortfall in service. Paul was very happy with this outcome.