HOME HEAT HELPLINE TO BE LAUNCHED IN WALES

9th November 2005

On Thursday 10th November 2005, at 11.30am - St David’s Centre, Cardiff, the ERA (Energy Retail Association) will launch the Home Heat Helpline. The Helpline will provide invaluable advice and real help to the estimated 200,000 people likely to suffer unnecessarily from cold this winter in Wales.

The helpline is the first time that all energy customers who have difficulties with heating their home or paying for their gas and electricity have one free number to call, no matter who their supplier is. It has been set up because up to 75% of vulnerable customers are not aware of the help available to them. Experienced advisors will be able to do everything from check exactly what financial help is available (research has found that these vulnerable customers are under claiming benefits worth £1200) to arranging loft insulation.

Duncan Sedgwick, Chief Executive of the ERA, and Helen Davies, Keep Well this Winter Coordinator, will be there to mark the launch. Passersby will be able to enjoy a steaming mug of hot chocolate in a bid to get across the simple message ‘stay warm this winter’.

Duncan Sedgwick said “It’s not only the elderly who are eligible for help. Help is also available to families claiming benefits, people with disabilities and single parent families. Fuel poverty is an issue we take very seriously and I am pleased to be in Wales promoting the new Helpline. Tackling the causes of fuel poverty is a top priority for us, particularly as many of the most vulnerable customers are still unclear about what help is available to them. The Helpline will provide expert and immediate advice to all those who need it”

Helen Davies said, “The Keep Well this Winter campaign tries to raise awareness among older people in Wales about simple steps to take to keep well, warm and safe in the colder months but we welcome any additional resources that can give vulnerable people more places to turn for help. I would urge older people to take advantage of this helpline if they are having any problems keeping their homes warm in the winter because it is so important to keep homes heated to 18 -21c to avoid cold related illnesses and to stay well in the winter.”

Iwan Rhys Roberts, Help the Aged in Wales, says "Help the Aged in Wales welcomes the one-stop shop approach offered by this new service. Customers should be able to get all the information they need just by calling one telephone number.

The Home Heat Helpline will provide an invaluable service for people who may find it hard to keep their homes warm or pay their gas and electricity bills.
The winter launch of the Home Heat Helpline is a very timely one as cold weather conditions can kill. 1,800 older people died in Wales last year of cold-related illnesses and we hope that this new service will help to reverse this worrying situation."

The Helpline will be able to assist vulnerable people in a number of ways, including:
- Identify grants available to make homes more energy efficient
- Arrange alternative payment methods to suit the callers circumstance
- Access a priority service team of specialist advisers
- Provide links to other support agencies

For more information about Home Heat Helpline please visit: www.homeheathelpline.org

Media Contacts:
Elfyn Thomas or Paul Shackson, Good Relations Wales on 02920 344 888
Nicola Bowles, Energy Retail Association on 07730 898 641

NOTES TO EDITORS:

1. The Energy Retail Association (ERA) was established in October 2003 and is the only dedicated trade association for domestic energy suppliers in the UK. The ERA’s mission is to identify areas where its members can work for the common good without competitive advantage. More information on the ERA can be found at http://www.energy-retail.org.uk/

2. The Home Heat Helpline is just one of a number of initiatives being introduced by the energy suppliers to help vulnerable customers. Over the last three years a total of £300m has been spent on tackling fuel poverty which will rise to £700 in the next three years.

3. The Helpline will operate from Monday to Friday (9am-8pm) and from 10am-3pm on Saturday. There is a free minicom number (0800 027 2122) for those callers whose first language is not English. The Helpline also has access to interpreters.

4. The Home Heat Helpline will compliment other Helplines currently in existence in Wales, but is the only line with dedicated advisers – with access to electricity and gas suppliers - who combine direct and tailored advice on home energy efficiency with as advice on help with managing heating bills.

5. The Helpline will be operated by The essentiagroup and is staffed by expert advisers, including former health professionals, who are trained to give advice on how to stay warm during the cold weather. They will also be trained and authorized to deal with intermediaries calling on behalf of vulnerable customers, such as friends, carers, social workers or health visitors.

6. The 0800 33 66 99 helpline number is being launched throughout the UK in the coming weeks, with further visits to major UK cities.

<< Back to Press Releases