08.09.2022
The most recent issue affecting us is the energy bill support scheme. Many of our interactions (100+ this week alone) and much of the worry for our clients arose from how Brent Council’s letter was presented as a council bill with bold red lettering. All of the clients who asked for help were very worried on how they could afford to pay. The letter did state “contact the number below for refund” but most did not to see this having been frightened by receiving a bill with red lettering which signals urgency to them.
Once this worry is allayed our client then need to call Brent Council to ask for refund, with an average wait time of over an hour and this further distresses our clients. To process the refund takes 10 working days. For many we need to make the call on their behalf.
Clients are always grateful when they receive the money with many calling back to update and thank us for our help.
