Since the beginning of the year, we’ve seen a notable increase in the number of customers coming to the Money Matters Team as a direct result of the cost of living crisis. Here we meet just one of them…
Jack’s story
Single parent Jack from Chester-le-Street contacted us after seeing his energy bill soar. The increase meant he started to fall behind with his rent payments and left him so short, he had very little to live off for himself and his 8-year-old daughter.
He’d worked as a supervisor for a manufacturing firm for eight years but was unable to work the shift patterns around childcare and had made the difficult decision to leave work.
He tells us: “My energy bills went from £59 per month to £120 and then £400 overnight. I was getting really worried and was falling behind with my rent payments, so I contacted Karbon’s Money Matters Team.
The advisor was brilliant and very understanding. We completed a full benefits check and they helped identify Child Benefit that I was entitled to. They also organised food vouchers for the local foodbank which I’ve used regularly. My cooker broke and I was just using a microwave, so they organised funding through the Greggs Hardship Fund for a new cooker. They also referred me to Karbon’s Foundations for Life Team about getting back into employment and advised me to go back to my energy provider and explain my current situation.
I’ve managed to negotiate my monthly energy payments down to an estimated £280 per month, which is still high, but better than paying £400.”
The new Energy Price Guarantee
The new Energy Price Guarantee came into effect on 1 October which means energy bills for a typical household will be, on average, around £2,500 a year until April 2023. This £2,500 figure is not an absolute cap on your bills - it is used to illustrate what the ‘typical’ household will pay. It caps the unit rates you're charged for gas and electricity, along with the standing charges. This means if you use more energy, you'll pay more - use less, and you'll pay less.
The Energy Price Guarantee applies to you if you are on a variable or default tariff, whether you pay by direct debit, standard credit or use a pre-payment meter.
If you are on a fixed-term energy tariff (a tariff with a fixed end date) or a standard variable green energy tariff, and it is at a higher rate, then your unit price will be reduced. Energy suppliers will adjust fixed tariffs automatically.
Beware of scammers
In all cases, no household should be asked for bank details at any point. Do not give your bank details over the telephone or on email. Report potential scams to Action Fraud on 0300 123 2040 or online at www.actionfraud.police.uk
Karbon Comment
Karbon’s Money Matters Team are experts in benefits and money advice. We help customers to manage bills and budgeting, pay rent and access Government grants and discounts. For free, independent support, please call the Money Matters Team on 0808 164 0111 or email moneymatters@karbonhomes.co.uk
Meet the people taking your calls
We dropped in to meet the Money Matters Team to find out how they’re helping customers get through tough times.
Phil Soden
When you call, you can expect from me:
A friendly, understanding and professional service with advice given in plain English.
My most memorable success story:
Our Customer Accounts Team referred a lady who had stopped paying her rent. When I spoke to her she was really confused and had no support. She had never claimed her state pension, didn’t know that she needed to claim Housing Benefit or could get help with her Council Tax. She didn’t even know her National Insurance number. With her permission, I raised an alert with Social Services and made sure she received the help and support she needed. With our help she secured her state pension, was awarded over £1,000 in Housing Benefit and she had no rent to pay.
A word of advice if you’re considering getting in touch:
Although we are experts, many situations are complex and even we need time to think about how to get the best result for you. Having any paperwork to hand can help us give advice more quickly.
Steven McCreedy
When you call, you can expect from me:
No matter what the situation everyone will be given fair advice and will be treated with dignity.
My most memorable success story:
A client was referred by our Property Services Team after highlighting she could not afford to heat her home. After chatting to her, I helped apply for a reduction in her water charges and worked out that she would qualify for a discretionary housing payment. Combined, this has saved her £832 per year – money she can now use for other important things! This gave her great peace of mind as it meant she didn’t have to move from her current home, which is near to a relative she cares for.
A word of advice if you’re considering getting in touch:
It’s always better to get advice as soon as possible. Many situations can be resolved with less hassle if you get advice quickly.
Since the beginning of the year, we’ve seen a notable increase in the number of customers coming to the Money Matters Team as a direct result of the cost of living crisis. Here we meet just one of them…
Jack’s story
Single parent Jack from Chester-le-Street contacted us after seeing his energy bill soar. The increase meant he started to fall behind with his rent payments and left him so short, he had very little to live off for himself and his 8-year-old daughter.
He’d worked as a supervisor for a manufacturing firm for eight years but was unable to work the shift patterns around childcare and had made the difficult decision to leave work.
He tells us: “My energy bills went from £59 per month to £120 and then £400 overnight. I was getting really worried and was falling behind with my rent payments, so I contacted Karbon’s Money Matters Team.
The advisor was brilliant and very understanding. We completed a full benefits check and they helped identify Child Benefit that I was entitled to. They also organised food vouchers for the local foodbank which I’ve used regularly. My cooker broke and I was just using a microwave, so they organised funding through the Greggs Hardship Fund for a new cooker. They also referred me to Karbon’s Foundations for Life Team about getting back into employment and advised me to go back to my energy provider and explain my current situation.
I’ve managed to negotiate my monthly energy payments down to an estimated £280 per month, which is still high, but better than paying £400.”
The new Energy Price Guarantee
The new Energy Price Guarantee came into effect on 1 October which means energy bills for a typical household will be, on average, around £2,500 a year until April 2023. This £2,500 figure is not an absolute cap on your bills - it is used to illustrate what the ‘typical’ household will pay. It caps the unit rates you're charged for gas and electricity, along with the standing charges. This means if you use more energy, you'll pay more - use less, and you'll pay less.
The Energy Price Guarantee applies to you if you are on a variable or default tariff, whether you pay by direct debit, standard credit or use a pre-payment meter.
If you are on a fixed-term energy tariff (a tariff with a fixed end date) or a standard variable green energy tariff, and it is at a higher rate, then your unit price will be reduced. Energy suppliers will adjust fixed tariffs automatically.
Beware of scammers
In all cases, no household should be asked for bank details at any point. Do not give your bank details over the telephone or on email. Report potential scams to Action Fraud on 0300 123 2040 or online at www.actionfraud.police.uk
Karbon Comment
Karbon’s Money Matters Team are experts in benefits and money advice. We help customers to manage bills and budgeting, pay rent and access Government grants and discounts. For free, independent support, please call the Money Matters Team on 0808 164 0111 or email moneymatters@karbonhomes.co.uk
Meet the people taking your calls
We dropped in to meet the Money Matters Team to find out how they’re helping customers get through tough times.
Phil Soden
When you call, you can expect from me:
A friendly, understanding and professional service with advice given in plain English.
My most memorable success story:
Our Customer Accounts Team referred a lady who had stopped paying her rent. When I spoke to her she was really confused and had no support. She had never claimed her state pension, didn’t know that she needed to claim Housing Benefit or could get help with her Council Tax. She didn’t even know her National Insurance number. With her permission, I raised an alert with Social Services and made sure she received the help and support she needed. With our help she secured her state pension, was awarded over £1,000 in Housing Benefit and she had no rent to pay.
A word of advice if you’re considering getting in touch:
Although we are experts, many situations are complex and even we need time to think about how to get the best result for you. Having any paperwork to hand can help us give advice more quickly.
Steven McCreedy
When you call, you can expect from me:
No matter what the situation everyone will be given fair advice and will be treated with dignity.
My most memorable success story:
A client was referred by our Property Services Team after highlighting she could not afford to heat her home. After chatting to her, I helped apply for a reduction in her water charges and worked out that she would qualify for a discretionary housing payment. Combined, this has saved her £832 per year – money she can now use for other important things! This gave her great peace of mind as it meant she didn’t have to move from her current home, which is near to a relative she cares for.
A word of advice if you’re considering getting in touch:
It’s always better to get advice as soon as possible. Many situations can be resolved with less hassle if you get advice quickly.
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