Welcome to the latest Fuel Debt Advice Bulletin
You will no doubt be aware of recent energy price rises from five of the “Big Six” energy companies (ScottishPower, British Gas, Scottish & Southern, npower and E.ON) announcing increases of between 10% and 19%. In addition, increases in levels of fuel poverty driven by changes to the benefit system following last years Comprehensive Spending Review and continued austerity measures makes our work to reduce fuel poverty/debt even more challenging.
This latest edition of the Fuel Debt Advice Bulletin covers recent issues concerning fuel debt and provides information on sources of help for both advisers and clients. This edition includes:
• Fuel Poverty Statistics
• Money Advice Trust Warning • Debt Review (Ofgem)
• Retail Market Review (Ofgem)
• Warm Homes Discount Scheme – update
• Partnership work in practice – County Durham Healthy Homes Partnership
• Charis Grants – help available for vulnerable / low income customers in fuel debt • Turn2us
• A word from our Sponsor • NEA Update
Fuel Poverty Statistics
As the Hills Review continues to concentrate on fuel poverty definitions and targets, and in advance of an interim report to Government in autumn 2011, the Government has published the latest official fuel poverty statistics. The data covers 2009 and, unsurprisingly, shows a significant increase over the previous year. Across the UK an additional 1 million households were considered to be fuel poor; but the time lag between collection and publication of the data means that the current situation is likely to be considerably worse. This is a consequence of the impact of the recession on household incomes combined with imminent price increases announced by five of the major energy suppliers.
Fuel poverty trends in England and the United Kingdom (millions of households)1 Year 1996 1998 2001 2002 2003 2004 2005 2006 2007 2008 2009 England 5.1 3.4 1.7 1.4 1.2 1.2 1.5 2.4 2.8 3.3 4.0
UK 6.5 4.7 2.5 2.2 2.0 2.0 2.5 3.5 4.0 4.5 5.5
Recent analysis carried out by energy price comparison website uSwitch suggests that some 6.3
million households in Great Britain are now fuel poor. These findings are broadly similar to that of NEA’s own research which estimates that fuel poverty currently affects more than six million UK households.
The commentary on the official statistics attributes early progress in reducing fuel poverty to a combination of falling energy prices, rising incomes and improved energy efficiency standards. Conversely, the increases in the incidence of fuel poverty are almost entirely attributable to rising energy prices with the report noting that between 2004 and 2009 electricity prices rose by more than 75% and gas prices by more than 122%. To view the Annual Report on Fuel Poverty Statistics 2011 click on the link Fuel Poverty Statistics
Ofgem Debt Review
Ofgem’s Debt Review builds on previous debt & disconnection reviews from 2002 onwards. The scope of the review covered issues such as; • How suppliers are responding to tighter economic conditions
• How suppliers are dealing holistically with customers to help avoid and manage debt • Policies/practices for taking account of customers’ ability to pay
• Payment method policies
The review found evidence of positive developments but expressed concerns over a number of issues including disconnection/re-connection fees, Fuel Direct, the installation of pre-payment meters and ensuring that debt recovery took account of the customer’s ability to pay.
Ofgem’s main area of concern centred on ‘ability to pay’ and a lack of consistency in approach across/within suppliers in taking account of individual customers’ circumstances. Subsequently, Ofgem identified six key principles to be adopted in debt recovery practice:
• Key Principle 1: appropriate credit management policies and guidelines • Key Principle 2: making proactive contact
• Key Principle 3: understanding individual ability to pay • Key Principle 4: setting repayment rates
• Key Principle 5: ensuring customers understand the arrangement • Key Principle 6: monitoring of arrangements
Ofgem found that energy suppliers were delivering on some of these key principles but no energy supplier was delivering on all. It is understood that the major energy companies have agreed to work towards the principles outlined above.
Retail Market Review
In a press statement issued on 22nd June 2011, Ofgem signalled its intention to press ahead with a radical overhaul of the retail energy market following wide support from consumers, Consumer Focus, Which?, Citizens Advice, Age UK and uSwitch along with independent generators and small energy suppliers.
Ofgem’s Chief Executive Alistair Buchanan said: “Responses to our reforms show that there is increasing consensus across a range of consumer and business groups that in a period of rising energy prices energy suppliers have to transform the way they deal with consumers. We are also seeing signs that the penny has dropped with the Big Six and they are ready to take part constructively in the debate.
order to expose energy suppliers’ prices to consumer power.” Ofgem is also to address the overwhelming market dominance of the Big Six by encouraging new entrants that can introduce greater competitive pressure in the domestic energy market. For more information on the Retail Market Review go to
Ofgem’s Retail Market Review – update and next steps (non-liquidity proposals) Ofgem’s Retail Market Review – update and next steps (liquidity proposals) Consumer Focus has provided a response to Ofgem’s Retail Market Review. Money Advice Trust
In a press release issued on 12th May 2011, the Money Advice Trust has warned that fuel debts “have become a major part of our debt landscape”
Debt advice charity, the Money Advice Trust, is warning consumers to pay close attention to their fuel costs after witnessing a rise in the number of people with fuel debts seeking advice. Since 2007, National Debtline, which is run by the Money Advice Trust, has seen an increase of 181% in the number of clients seeking advice and support with fuel debt. In the past twelve months alone the charity has seen 10% more people ringing the helpline in relation to fuel debt problems.
Joanna Elson OBE, Chief Executive of the Money Advice Trust, said:
“Fuel debts have now become a major part of our debt landscape and are one of the fastest growing problems we have witnessed at National Debtline. As consumers we have to pay close attention to how much gas or electricity we use and whether or not we have the right tariff, not always an easy decision. It is a concern that so many people will be worrying whether they can afford to boil a kettle or turn on the heating.
“People also need the best information on how to deal with arrears for gas or electricity. Fuel debts should be treated as a priority debt as gas and electricity companies are free to cut off your supply within a few weeks if you don’t pay them. Fortunately there are options available to those who are struggling.”
The full text of the press release is available at: Money Advice Trust Press Release Warm Home Discount Scheme – update
The Warm Home Discount (WHD) scheme came into operation on 1 April 2011. The scheme mandates domestic energy suppliers to provide approximately £1.13 billion in direct and indirect support arrangements to fuel-poor customers over four years.
The WHD scheme is comprised of four different elements: the Core Group, the Broader Group, Legacy Spend and Industry Initiatives. DECC is co-ordinating the Core Group, with Ofgem taking the lead in administering the remaining 3 elements.
Core Group: A data matching exercise between the Department for Work and Pensions (DWP)
and suppliers has been conducted to match the details of recipients of certain elements of Pension Credit against suppliers’ customer databases. Eligible customers matched by this process will receive an initial annual rebate of at least £120, rising to £140 by the end of the scheme. Matched customers will start to receive their rebate from December through to March and will be paid in a number of ways (e.g. credit on pre-payment meter).
Broader Group: In addition to the Core Group, suppliers will be required to provide an annual
rebate to a wider group of customers who are fuel poor or in a group at risk of fuel poverty; the discount will be paid at the same rate as for the Core Group. Eligibility will be determined by suppliers based on criteria set out in the WHD Regulations. There have been concerns expressed that vulnerable low-income customers may not satisfy the criteria for WHD for the Broader Group and work is ongoing to ensure that these customers do not miss out.
Each participating supplier will issue information on which customers could potentially benefit from this part of the scheme in the near future. NEA understands that suppliers are finalising the criteria and eligibility for this group after which Ofgem will have to agree the process.
At the time of writing, two suppliers have already terminated their discretionary Social Tariff schemes - ScottishPower (Fresh Start) and British Gas (Essentials). There are some concerns that the closure of voluntary programmes before the Broader Group element of WHD becomes fully operational will deprive vulnerable households of assistance during this interim period. NEA will issue further information on the WHD (Broader Group) as and when it becomes available.
A number of other concerns have been raised regarding the Broader Group:
• customers may have to apply to be accepted on to the scheme and this could prove too complex for some of the most vulnerable households including those with physical or mental health issues or with literacy problems.
• the complex validation process for proving eligibility may also deter some customers from applying.
• some customers will not satisfy the criteria for the two groups but will be vulnerable. How will they be identified and helped? Energy companies may choose to work with/rely on third party organisations to identify non-eligible vulnerable customers and refer for alternative support.
Partnership work in practice
The County Durham Healthy Homes Partnership is a strategic partnership concerned with reducing fuel poverty and encouraging people to keep warm and healthy, rather than suffering from the effects of the cold. The Partnership consists of a number of organisations, including: NHS County Durham; the Energy Saving Trust; County Durham and Darlington Fire and Rescue Service; Welfare Rights; AgeUK; Durham County Council; and Durham Dales GP-Led Commissioning Consortium.
The County Durham Healthy Homes Partnership has developed and supported Hotspots which is a referral mechanism designed to tackle the effects of cold on health. Hotspots helps people out of fuel poverty and this in turn reduces their chances of falling into fuel debt. Health and social care staff can refer clients whose health they feel may be compromised by the cold. A client referred can expect to receive:
• home energy check and advice on how to keep warm and healthy in the home • referral to a home heating or insulation scheme, such as Warm Front
• benefit entitlement check
• home safety check from County Durham and Darlington Fire and Rescue • referral on to other relevant services
Clients referred through Hotspots may also be able to access the Emergency Fund, a pot of money available through NHS County Durham and the Energy Saving Trust to help the most
vulnerable people. Eligibility for the Emergency Fund is flexible and considered on a case-by-case basis.
Charis Grants
Charis Grants manages the following grant making programmes: British Gas Energy Trust, EDF Energy Trust, npower Energy Fund,
Veolia Water Trust, Anglian Water Assistance Fund and South East Water’s Helping Hands Scheme.
Charis Grants operate two grant schemes: Individuals and Families Grant Programme
The Trusts and Assistance Funds aim to make long term, sustainable difference to applicants in hardship enabling them to meet future financial commitments by awarding:
• utility grants - a one-off or provisional payment to clear debt on utility accounts • further assistance payments for essential household needs
For further information on what help is available from Charis go to www.charisgrants.com Grants to Organisations
Organisational grants are awarded to advice agencies to support debt advice in the community. British Gas Energy Trust is currently working in partnership with 14 professional voluntary sector organisations across the country to form a network of Centres of Excellence in Energy Advice.
Funding is being provided to support the recruitment and training of specialist fuel debt advisers who will ensure they submit at least 300 high quality charitable applications from their organisations to the British Gas Energy Trust for gas and electricity arrears and further assistance payments (e.g. cookers, fridge/freezers, DRO and bankruptcy fees, funeral payments, boiler repairs and replacements).
Advisers will provide face-to-face and telephone advice, help with dealing with suppliers and enable payment arrangements on behalf of clients at risk of fuel poverty, in fuel poverty, in fuel debt, or experiencing significant life change.
The specialist advisers will also be making presentations in their local area to individuals and other organisations to encourage referrals to the project and to raise awareness of the trust. British Gas has donated £10m to the trust this year to support more individuals and help resolve fuel debt and fuel poverty issues.
The trustees approved funding in July for the following agencies:
• Bristol Debt Advice Centre – Bristol, Bromley by Bow Centre – London • Manchester CAB - Manchester, Bradford and Airdale CAB – Bradford
• St. Ann’s Advice Group – Nottingham, Money Matters Money Advice Centre – Glasgow • Coventry Law Centre – Coventry, Five Lamps – Sunderland
• Community Links Trust – London, Speakeasy Advice Centre – Cardiff • Riverside Advice Centre – Cardiff, St Helens CAB – St Helens
Turn2us
Turn2us exists to help people access assistance they need and to which they are entitled – through benefits, grants and other financial help. Turn2us offers two services for people in financial need, intermediaries
and charities that give grants to individuals; the services are free, confidential, secure and based on highly credible sources.
The freephone helpline 0808 802 2000 (Mon-Fri, 8am -8pm) offers a confidential benefits check and/or grants search to establish which welfare benefits and charitable grants people may be eligible for. They also have a free accessible website www.turn2us.org.uk with features including:
• Benefits checker
• Grants search section containing details of over 3,500 charitable funds that may be able to provide financial support and other services
• A confidential “MyTurn2us” account that can be used to make online enquiries and applications to grant-making charities
• Information and interactive tools covering welfare benefits, grants and managing money. A Word from our Sponsor……….
Getting smarter with energy…
New “smart-grid project” will help pioneer large-scale use of low-carbon technology
British Gas will play a leading role in plans to set up Britain's biggest ‘smart-grid project’, involving 14,000 homes and businesses.
As well as testing the impact of new low-carbon technologies such as electric cars and solar panels on the electricity grid, the £54 million project could help the whole of Britain reduce its carbon footprint and save money.
British Gas and our partners in the project – CE Electric UK, Durham University and EA Technology – have secured £28 million from Ofgem's Low Carbon Networks Fund (LCNF) to set up the smart-grid project in the North East and Yorkshire regions.
This could potentially save homes and businesses across Britain around £8 billion in energy costs and reduce CO2 emissions by 43 million tones.
The background to the project lies in the recognition that today's electricity grid was not designed to cope with widespread use of technology such as solar photovoltaic (PV) panels, where households can sell excess electricity back to the grid, or electric cars which consume large amounts of electricity.
These technologies are already growing in popularity and solar panel sales are hitting record numbers, so it is vital that the electricity grid can evolve to withstand these extra demands. NEA Update
NEA understands that agencies providing fuel debt advice regularly deal with complex fuel debt issues and there are a wide range of policies that affect the provision of that advice. This Fuel Debt Advice Bulletin is designed to provide
up to date news and information and is complemented by NEA’s bi-annual Fuel Debt Advice Groups which not only provide additional policy updates and practical examples of good
practice but, importantly, also offer valuable opportunities to discuss and debate the issues with colleagues from other agencies. The recent round of Fuel Debt Advice Group meetings included attendance from the major energy suppliers who outlined the help they provide for vulnerable customers. Delegates were then able to speak directly with energy company representatives on issues of particular concern.
NEA’s Fuel Debt Advice Groups are currently being held in the following areas; • North East (sponsored by British Gas)
• North West (sponsored by DECC)
• West Midlands (sponsored by British Gas) • South West (sponsored by DECC)
• Yorkshire (sponsored by DECC)
The next round of Fuel Debt Advice Group meetings will be held early in 2012. To register for information on future meetings in your area contact Tracy Norris at tracy.norris@nea.org.uk NEA’s Annual Conference – a Green Future Fit for the Fuel Poor, is being held from the 14 September until 16 September at the Majestic Hotel, Harrogate.
The conference will look at the proposed changes to fuel poverty policy and delivery programmes, focusing on initiatives that aim to tackle fuel poverty and prioritise low-income consumers in the transition to a low carbon future.
For further information on the NEA Conference, contact brian.hart@nea.org.uk or you can view the full programme at www.nea.org.uk/harrogate2011 where booking forms can be downloaded.
Reports
NEA monitors relevant research reports some of which are listed below:
Fuel Price Inflation and Low Income Consumers - Consumer Focus response to independent study by the Institute for Fiscal studies on “The spending patterns and inflation experience of low-income households over the past decade”.
Doorstep selling Consumer Focus report. The end of the road – report compiled by
Consumer Focus on energy consumers’ experiences with doorstep sales staff.
Missing the mark. Consumers, energy bills, annual statements and behaviour change - report by Consumer Focus on consumers, energy bills, annual statements and behaviour changes.
Heat or Eat – a working paper produced by the Institute for Fiscal Studies discussing evidence on the issue of a trade-off between ‘heating or eating’ in the UK
This bulletin was sponsored by
Produced August 2011
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