Aimed primarily at older people, families with young children on low incomes, disabled people, and other vulnerable groups, HHH is the only free-phone number – 0800 33 66 99 – providing vulnerable customers with a direct link to their energy supplier, which can deliver for them one or more of the following services:
- Advice on the most suitable tariff and any additional direct support available from their supplier
- Flexible payment options for customers in fuel debt
- A disconnection safety net, which ensures that no vulnerable customers will be knowingly disconnected
- Grants for free home insulation
- Access to the Priority Service Register, with free meter readings and help with appliances
- Benefits entitlement checks
As well as providing direct help through grants and support for those most in need, HHH acts as a one stop shop for access to the full range of support services in place to step up the fight against fuel poverty amongst the most vulnerable. This includes a mid-call transfer – at no cost to the caller – to a number of specialised services including HEES, Consumer Focus, Energy Efficiency Advice Centres (EST), benefits teams at DWP and Home Improvement Agencies (including Care & Repair).
Since its creation, HHH has received over 80,000 calls from across Britain, with a quarter of customers reporting reduced energy bills and many more accessing benefits to which they were entitled. As part of the 2008 winter campaign, for the first time, from the New Year, customers or their relatives and friends can make online enquiries and receive advice over the internet. The website can be found at www.homeheathelpline.org.uk. On the site people will be able to view video interviews with people who have benefited from the Helpline.
Recent research carried out for the ERA showed that, although 75% of respondents say the credit crunch has made them more concerned about saving energy, more than half admit that they are not as energy efficient as they could be. One third of those surveyed across the UK are unaware that there are grants available to fit free or discounted home insulation. Furthermore, two thirds of people do not know they might qualify for grants and other assistance from their energy supplier. The Helpline is the first free-phone energy helpline set up to tackle fuel poverty by helping people access the information and services they need to manage their fuel bills and reduce their energy consumption.
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