Big Energy Saving Network. Information for Frontline Workers in Wales

Transcription

1 Big Energy Saving Network Information for Frontline Workers in Wales

2 Contents The switching process 5 Price comparison sites contact information 9 Fuel suppliers contact details 10 Warm Home Discount Broader Group 12 Help with energy efficiency 28 Nest 31 Priority Service Register 35 2

3 What is the Big Energy Saving Network? The Big Energy Saving Network is a Department of Energy and Climate Change (DECC) funded initiative to support eligible third sector organisations and community groups to deliver outreach to consumers to help them reduce their energy costs through action on tariffs, switching and take up of energy efficiency offers. 3

4 What is assisted action? The Big Energy Saving Network aims to deliver an effective and practical outreach programme to empower consumers to make informed decisions about payment options, tariffs, switching and energy efficiency schemes. The outreach programme will operate on an assisted action basis. This means outreach advice sessions will be about equipping consumers with the information, and where necessary and appropriate, assisting them to take concrete action at the event or at a follow-up event if necessary. It is about helping consumers towards concrete actions to save money on their energy costs. Assisted action can be: providing advice signposting hand holding Help and advice should be sufficient to empower consumers to make an informed decision, and to take action only if they are comfortable doing so. It is important to manage participants expectations. 4

5 The Switching Process Once the consumer has chosen a new supplier they can either switch using an internet price comparison site or by contacting the supplier directly. Some websites may show all deals available on the market or deals that you can switch to today. It is best to see all the deals available on the market and contact the supplier directly if there s no access to the deal on that particular switching website. The suppliers are responsible for managing the switch and all have signed up to a switching supplier peace of mind guarantee. 5

6 It is worth having the contact details for both the old and new supplier in case there is a need to contact them during the process. The new supplier will write to the consumer within seven working days to confirm the details of the switch. The energy contract can be agreed over the telephone, online or signed face-to-face with a sales representative from the fuel supplier. The new supplier will contact the consumer s current supplier for them. The new supplier will write to the consumer to confirm the start date and request a meter reading. This reading will be sent to the existing supplier, enabling them to send a final bill. Check the consumer s final bill from the old supplier. The consumer will have to pay for all the energy used up to the date of the switch. The switching process should take twenty-one calendar days after a fourteen day cooling-off period during which the consumer is able to cancel the contract. The twenty-one calendar days begins after any raised objections have been resolved, all relevant information received and the cooling-off period has ended. By the end of 2014, the aim is to reduce the number of days it takes to switch to three. The fourteen day cooling-off period will remain. 6

7 The consumer will need to remember to cancel any payment method (for example, direct debit) with the old supplier once the final bill has been settled. During the switching process it is helpful to keep a file or folder containing the following information: Date and time of contact with supplier Name/ contact details of the supplier s representative Details of agreed deal/ contract Final meter readings and date Any letters/ s Final bill from former supplier Gathering the information prior to switching Information required from the consumer: Name of current tariff Payment method How much the energy has cost over the last year Usage (in kwh) over the last year Property postcode Level of debt (if appropriate) 7

8 The usage and cost of the fuel can be calculated using energy bills. The most helpful document is the annual statement. The consumer can contact their existing supplier to ask them for a prediction of usage and cost over a twelve month period. For consumers using a prepayment meter having an estimate of how much they spend on fuel in a week or month during the summer and winter months will be helpful. Some comparison sites allow the consumer to perform the comparison using only the amount of money spent on energy in the previous twelve months. However, it is better to provide details of the number of units (kwh) used and the name of the current tariff to get more accurate results. Be an energy shopper Ofgem have created a website which helps households to understand their fuel bills, compare energy tariffs across suppliers and provide links to trustworthy switching websites. Visit for the latest information on switching. 8

9 Price comparison sites contact details The sites below are accredited by Ofgem s Confidence Code and act independently of suppliers. Accredited sites can help consumers find the best deal for them based on their energy consumption and provide them with a free and easy-to-use switching service. Note: the price comparison sites are displayed in alphabetical order energyhelpline.com Energylinx MoneySupermarket.com myutilitygenius.co.uk SimplySwitch switchgasandelectric.com TheEnergyShop.com UKPower.co.uk Unravelit uswitch.com Which? Switch Note: that some of these telephone numbers are not free from either a landline or a mobile phone. 9

10 Fuel suppliers contact details British Gas Tel: EDF Energy Opening hours: Monday to Friday: 8am 8pm Saturday: 8am 6pm Enquiries for existing customers: Tel: Opening hours: Monday Friday: 8am 8pm Saturday: 8am 2pm Sales enquiries: Tel: Opening hours: Monday Friday: 8am 8pm Saturday: 8am 6pm E.ON Tel: Opening hours: Monday to Saturday: 8am 6pm npower Tel: Mobiles: Opening hours: Monday Friday: 8am 8pm Saturday: 8am 6pm ScottishPower Current customers: Tel: (local rate call) Opening hours: Monday Friday: 8am 7pm Saturday: 8.30am 1pm 10 New customers: Tel: Opening hours: Monday Friday: 8am 7pm Saturday: 8.30am 1pm

11 SSE General enquiries: Southern Electric (part of the SSE group) Scottish Hydro (part of the SSE group) SWALEC (part of the SSE group) Atlantic (part of the SSE group) Opening hours: Monday Friday: 8am 8pm Saturday: 8am 2pm General enquires: Opening hours: as above General enquiries: Opening hours: as above General enquiries: Opening hours: as above General enquires: Opening hours: as above The big six fuel suppliers (British Gas, EDF Energy, E.ON, npower, Scottish Power and SSE) can provide a translation service if English is not the consumer s first language. A family member or friend can contact the supplier and inform them that this service is required. Ebico Loco2energy Ecotricity OVO Energy Mobile: First Utility Spark Energy Good Energy The Cooperative Energy Green Energy Utilita

12 Warm Home Discount Broader Group Qualifying Criteria British Gas Broader group is open to existing customers who must continue to be in supply of their electricity with British Gas when the payments are made in Winter 2014/15 (which could be any time up to 31st March 2015). In order to qualify for the Warm Home Discount the account holder or partner are required to meet the following criteria: OR In receipt of the Savings or Guarantee and Savings element of the State Pension Credit (unless already qualifying as part of Core Group). In receipt of one of the following means tested eligible benefits: [1] 1. Income Support. 2. Income-based Jobseekers Allowance. 3. Income-related Employment and Support Allowance (which includes a work related activity or support component). 4. Universal Credit (low income elements). And includes one of the following: 1. Child element for children aged 5 or under. 12

13 OR OR 2. Disabled child element. Customer has a gross annual house hold income (HHI) of less than 16,010 [2] and the account holder is living with mental or physical disability or illness,or there is vulnerability within the home (children living in the house aged 5 or under) or of pensionable age. Customer has a gross annual house hold income (HHI) of less than 16,010 [2] and spend 10% or more of household income on energy bills to heat the property. British Gas may ask for documentary evidence to support the claim, as required by Scheme Guidelines. Applications Apply online at Or alternatively contact: For Prepayment Customers Contact: For Credit Customers Contact: In order to complete a registration British Gas will need details of all the benefits the customer is in receipt of and amounts, as well as any other household income. The applicant will need to have this information to hand when they call. 13

14 British Gas suggest the applicant keeps any correspondence they may have confirming household income or benefits gained, as they may be asked to provide documentary evidence to support their claim, as required by Scheme Guidelines. How does it work? A one-off payment of 140 (inclusive of VAT) will be provided to customers as a payment credited to their electricity account during the winter (and before 31st March 2015); subject to scheme criteria being met. There will be no alternate methods of payment available. Pay As You Go customers will receive the 140 credit on their electricity key or meter during the winter (and before 31st March 2015). [1] Eligibility requires the customer household to include a child aged 5 years or under or for the account holder (or partner) to be in receipt of Child Tax Credit that also includes disability or severe disability element, Disability Premium, or Pensioner Premium. [2] Household income includes War Disablement Pension, Disablement Pension Allowance and Working Tax Credit. Household income excludes Council Tax Benefit, Housing Benefit, Attendance Allowance, Disability Living Allowance, and Child Tax Credit; and is before tax and National Insurance are deducted (gross income). 14

15 EDF Warm Home Discount Support Plus To qualify for Support Plus, the customer, or their partner living with them, must receive one of the following six benefit combinations: 1. Income Support and... have a child under the age of five who lives with them, or Disability Living Allowance for a child who lives with them, or The customer, or another adult living with them, receives any one of the following additions to Income Support: Disability Living Allowance or Personal Independence Payment Long-term Incapacity Benefit or Severe Disablement Allowance 2. Income-related Employment and Support Allowance and... have a child under the age of five who lives with them, or Disability Living Allowance for a child who lives with them, or The customer, or another adult living with them, receives any one of the following additions to Income-related Employment and Support Allowance: A work-related activity or support group component 15

16 Disability Living Allowance or Personal Independence Payment Long-term Incapacity Benefit or Severe Disablement Allowance 3. Income-based Jobseeker s Allowance and... have a child under the age of five who lives with them, or Disability Living Allowance for a child who lives with them, or The customer, or another adult living with them, receive any one of the following additions to Income-based Jobseeker's Allowance: Disability Living Allowance or Personal Independence Payment Long-term Incapacity Benefit or Severe Disablement Allowance 4. State Pension Credit - Savings Credit only* *If the customer receives Pension Credit, they will AUTOMATICALLY qualify for the Warm Home Discount rebate if, on 12 July 2014 (the qualifying date), they either: Receive the Guarantee Credit element of Pension Credit only, or Are aged 65 and over and receive both the Guarantee Credit and Savings Credit elements of Pension Credit. If this applies, the customer SHOULD NOT APPLY for Support Plus. 16

17 5. Child Tax Credits and the customer has a household income of 16,010 or less 6. Working Tax Credit and the customer has a household income of 16,010 or less and... they have a child under the age of five who lives with them, OR they are in receipt of a disabled worker element or severe disability element, OR they are aged 62 years or over When are rebates paid? Rebates will be paid from winter 2014** to the end of March 2015 as a one off payment. Validating the application To prove they meet the criteria, customers may be asked to provide documentary evidence to a third party company that EDF work with. The customer only receives the rebate if their application is successful and they are still an EDF Energy customer when the rebate is applied. EDF will pay rebates under this scheme up to the end of March **Winter 2014/2015 means between 1 October 2014 and 31 March

18 E.ON The Broader Group discount mainly focuses on low income customers who are either aged over 62, have a disability, have a medical condition, or are responsible for children. To be eligible for a Broader Group discount: The customer must receive one of the benefit combinations listed below (E.ON may need to ask the customer to provide evidence of this). If the customer does not receive all the benefits listed in the combination or they do not receive any benefits at all E.ON will not be able to offer them a discount. The customer/their partner must be an E.ON electricity account holder (E.ON may need to ask the customer to provide evidence of this partnership). The electricity must be supplied by E.ON when the customer applies for the Warm Home Discount and also when they award the discount. If the customer switches electricity supplier before the discount is applied, unfortunately they will lose their entitlement to it. Benefit combinations Pensioners Must select one from section A and one from section B to qualify; 18

19 A AND B Not receiving the Guaranteed Element of Pension Credit In receipt of the Savings Element of Pension Credit only OR In receipt of Council Tax Reduction and over Families Child Tax Credit with a relevant income of 16,190 or less Disabilities Income-related Employment and Support Allowance Income-based Job Seeker s Allowance AND Disability Living Allowance (DLA) OR Personal Independence Payment (PIP) Income Support AND Disability Living Allowance (DLA) OR Personal Independence Payment (PIP) Working Tax Credit (WTC) with an income of less than 16,190 AND Disability Living Allowance (DLA) OR Personal Independence Payment (PIP) Pregnant or Medical Condition Income-based Job Seeker s Allowance AND Maternity Exemption Certificate (MATEX) OR Medical Exemption Certificate (MEDEX) 19

20 Income Support AND Maternity Exemption Certificate (MATEX) OR Medical Exemption Certificate (MEDEX) Working Tax Credit (WTC) with an income of less than 16,190 AND Maternity Exemption Certificate (MATEX) OR Medical Exemption Certificate (MEDEX) The intention of the discount is to help customers with their winter electricity bill and so eligible customers will receive their rebate by 31 March E.ON will not pay the discount during the summer time. If the customer changes electricity supplier before E.ON has given them the discount, the customer needs to contact their new supplier and see if they can apply to them instead. Applications cannot be transferred between suppliers, so the customer needs to make a new application with their new supplier (other suppliers may have different eligibility criteria or may have closed their schemes). E.ON will not be able to give the customer a discount unless their electricity is supplied by E.ON at the time they make the payment. 20

21 npower npower customers are eligible for the Broader Group Warm Home Discount if they are in receipt of any of the following: Income Support Income-based Jobseeker's Allowance Income-related Employment and Support Allowance (ESA) Or the gross annual household income is less than 16,190 Who also have any of following: Child Tax Credit a disability premium, enhanced disability premium or sever disability premium Disability Living Allowance (For an adult or child within the household) or Personal Independence Payments (PIP) Long term Incapacity Benefit In addition if anyone has Child Tax Credit that includes a disability or severe disability element, a child under five living with them, or a disabled child premium However it is likely they are also already in receipt of Child Tax Credit 21

22 To apply for the Broader Group Warm Home Discount the customer will be required to provide a declaration that they meet the eligibility criteria of the scheme, and to continue receiving the discount on an annual basis will be required to provide further declarations. The customer may be required to provide further written documentary evidence of eligibility before receiving a rebate in any scheme year. Applications call The discount will be given to customers as a payment to their electricity account. Prepayment customers will receive the discount through Post Office vouchers which will be sent to them. 22

23 ScottishPower To qualify for the ScottishPower Warm Home Discount Broader Group the customer must receive at least one of the following benefits or the Universal Credit equivalent: Income Support Income-related Employment and Support Allowance Income-based Jobseeker s Allowance or, if the following statement applies they may also qualify their total gross household income is less than 16,190 In addition to the above they must also meet at least one of the following criteria: Have a child who was under 5 on the 1st of April 2014 permanently living in the house (born on or after 1 April 2009 Have a child entitled to free school meals Receive Child Tax Credit or Working Tax Credit which includes a disability element or severe disability element, disabled child element or severely disabled child element or family element Income-related Benefit which includes a disabled child premium, disability premium, severe disability premium or enhanced disability premium Income-related benefit which includes a Carer s Premium Employment Support Allowance which includes a Work Related or Activity Component or Support Component 23

24 Receive Disability Living Allowance, Personal Independence Payments (PIP), Incapacity Benefit or Attendance Allowance Aged 62 or over Receives exemption from NHS prescription charges Applications must be received by 31 December

25 SSE (Atlantic, Scottish Hydro, Southern Electric and SWALEC) Broader Group qualifying criteria: 1. Pensioners Do they receive any pension-related benefits? Receive the Savings element of Pension Credit only. 2. Chronically sick and/ or disabled people Receive Incapacity Benefit or Severe Disablement Allowance or Employment and Support Allowance AND either Housing or Council Tax benefit OR Receive Income Support, Income-based Jobseeker's Allowance, or Income-related Employment and Support Allowance AND one of the following statements applies: have a child living with the customer who was born on or after 01 April 2009 receive Incapacity Benefit or Severe Disablement Allowance receive Disability Living Allowance/ or receive Disability Living Allowance on behalf of a child living with the customer who was born on or after 01 April 1995 receive War Disablement Pension receive Industrial Injuries Disablement Benefit 25

26 receive an additional payment (such as the workrelated activity group or support component of Employment and Support Allowance) because they are sick or disabled. 3. Families Receive Income Support, Income-based Jobseeker's Allowance, or Income-related Employment and Support Allowance AND one of the following statements applies: have a child living with the customer who was born on or after 01 April 2009 receive Disability Living Allowance on behalf of a child living with the customer OR OR have a child living with the customer who receives free school meals who was born on or before 01 April 2006 receive Child Tax Credit (but not Working Tax Credit) AND have an income of 16,192 or less AND the child was born on or after 01 April The rules of the Warm Home Discount scheme are very precise and SSE is only allowed to apply a discount if the customer or their partner fully meets the criteria of the scheme. The person who receives the qualifying benefits must be happy for SSE to share their details with the Department for Work and Pensions, 26

27 or another third party, for the purpose of verifying their eligibility for the discount. The customer must have an active electricity account with SSE to apply. If the customer s electricity is supplied by another company they will need to contact them to apply for the discount. How to apply The quickest way to apply for the Warm Home Discount rebate is by downloading and printing out one of the application forms from the company website. Alternatively, SSE can post a copy of the form to the customer for them to fill in and send back to the company. The customer can request a copy of the application form by completing the online Warm Home Discount application request form. 27

28 Help with energy efficiency Affordable Warmth Obligation Also referred to as the Home Heating Cost Reduction Obligation (HHCRO), it is targeted at low-income vulnerable households in private tenures through the benefits system, delivering heating measures and insulation. Under this obligation any measure will be eligible for support if it reduces the notional cost of heating the property. This will include boiler repairs provided that the repaired boiler is accompanied with a level of aftercare for the household. Insulation measures (e.g. cavity and loft) are included. To qualify for support under this obligation households must be in the private sector and receive the necessary qualifying means tested-benefits, tax credits and qualifying components as set out below. Qualifying Benefits Pension Credit the Guaranteed Credit or Savings Credit element the support or work related activity element of incomerelated Employment and Support Allowance Child Tax Credit and the income is 15,860 or less Working Tax Credit and one of the extra conditions below Income Support or Income-based Jobseeker s Allowance and one of the extra conditions below 28

29 Extra conditions For Working Tax Credit, Income Support or Income-based Jobseeker s Allowance there are extra conditions to be met. Working Tax Credit The householder s income must be 15,860 or less and one of the following must apply: responsible for a child under 16 who ordinarily lives in the property (or under 20 if they are in education or training) the disabled worker or severe disability element for a child or young person of Working Tax Credit householder is 60 or over Income Support or Income-based Jobseeker s Allowance One of the following must apply: responsible for a child under 16 (or under 20 if they are in education or training) the disability or severe disability element of Child Tax Credit Disabled Child Premium severe or enhanced element of Disability Premium higher or enhanced premium of Pensioner Premium 29

30 Referrals to ECO Refer anyone who is interested in finding out more about ECO to the Energy Saving Advice Service (telephone: ) who will check their eligibility and refer qualifying householders to a participating energy supplier. 30

31 Nest Nest is the Welsh Government s fuel poverty scheme. It aims to help reduce the number of households in fuel poverty and make Welsh homes warmer and more fuel-efficient places to live. You can call free from a landline or a mobile phone. Advisors can give advice on: Saving energy Money management Making sure you re on the best fuel tariff for you; Whether you are entitled to any benefits to boost your income You may also be eligible to receive home improvements at no cost to you, to help make your home warmer and reduce the cost of your energy bills. Nest support is available to everyone in Wales. Eligibility Whole house assessment A Nest whole house assessment is available to people in Wales who are in receipt of a means tested benefit and living in the hardest-to-heat homes. You may be eligible for home improvements under the scheme if: you own or have privately rented your home for a minimum of 6 months and; you live in a home that is not energy efficient (F or G rated) and you or someone who lives with you receives a 31

32 means tested benefit: Child Tax Credit: money coming in is below 16,010 a year Council Tax Benefit (reductions and discounts do not qualify on their own) Housing Benefit Income-based Jobseeker s Allowance Income-related Employment and Support Allowance Income Support Pension Credit Working Tax Credit: money coming in is below 16,010 a year Privately rented housing Private tenants must have resided in the property for a minimum of 6 months prior to a Nest application They must have a valid tenancy agreement with a minimum of 6 months left to run Private sector tenants need to show a proof of residency /address letter and a valid tenancy agreement to the whole house assessor A private landlord can refer a maximum of 3 properties to Nest Once a property has been referred, the landlord needs to submit a valid gas safely record to Nest Help available under the whole house assessment Nest can offer a full home energy assessment and a range of home improvements at no cost. They could include: a new central heating boiler insulation for a hot water cylinder loft, cavity wall and solid wall insulation draught proofing for doors and windows renewables such as air source heat pumps. 32

33 Even if your home has an energy rating above an F rating advice is still available on money management and income maximisation, you may also be able to get help with home improvements at no cost or low cost to you through other schemes. Applying There are four simple steps involved: Step One: Contact trained advisors The first step is to phone, free of charge (from a mobile or landline), , or use the contact us section in website. When you speak to advisors, they will run through a series of quick questions with you to determine what support you are eligible for, and provide advice and information on ways to reduce your fuel bills and save energy. They will also determine if you are eligible for home improvements at no cost or low cost to you to make your home warmer and reduce the cost of your energy bills. Step Two: Assessing Your Home When you apply to the Nest Programme you will be assigned a Personal Customer Manager (PCM). They will be your main point of contact supporting you through your Nest journey. Within two working days of making your application, your PCM will explain the application process. This is when they will arrange for a surveyor to visit you, usually within the next five working days. The surveyor will visit you and assess your property, explaining if you are eligible for the scheme and what changes we may be able to suggest that will help you reduce your energy bills and make your house cosy. 33

34 If you do not qualify for any measures under the scheme, the surveyor will explain why. However, you will be provided with individually tailored energy efficiency advice which can help reduce energy consumption and lower your bills. Step Three The Installation After the assessment, your PCM will contact you within two working days to help arrange a suitable date for the work on your house to be carried out. It usually takes two days to install a heating system, whereas loft or cavity wall insulation can often be completed in one day. After the work has been completed, the new products will be fully explained to you so that you understand how to operate your new heating system. Jobs are normally completed within 45 days of your initial enquiry, but this may take longer where we need to make a long connection to the gas or electricity pipes and wires or where planning permission is required. Step Four The inspection and aftercare We will arrange a suitable date for the work to be inspected by one of our team, who will advise you on the outcome of that check. A quick call to check you are satisfied with the completed work will then be followed by a customer satisfaction questionnaire so you have the opportunity to provide us with feedback either on the phone or by post. Cavity wall insulation comes with a 25 year guarantee. Central heating systems will be covered for one year after the date of the installation, which includes one annual service visit. Further information on Nest can be found at 34

35 Priority Service Register As part of their licence obligations domestic gas and electricity suppliers must offer special services to customers who are of state pension age, disabled, suffering from a chronic illness or have a visual or hearing impairment. The Priority Service Register is available from all electricity and gas suppliers and among the services on offer are: Password scheme Bills available in large print and Braille as well as talking bills Meter reading service Meters moved to an accessible location for free (if possible) Controls and adapters for appliances Bill nominee scheme Priority in an emergency, this could include providing alternate heating and cooking facilities in the event of disconnection Free annual gas safety check (subject to additional qualifying criteria) British Gas Priority Services Register EDF Priority Services Register E.ON Priority Services Register Npower The Warm Response Service Scottish Power Carefree Register SSE Careline 35 Tel: Tel: or minicom Tel: Tel: (free from most landlines) or Tel: (from landline) or (from mobile) Tel: or textphone

36 Ofgem has also made gas and electric distribution operators subject to the same vulnerability policies and standards as fuel suppliers. The operators can help during planned and unplanned interruptions to the power supply as well as using the services of the British Red Cross and RVS to assist vulnerable households. 36