Campaign background
The 'Know Your Right' Campaign was set up in January 2009 to ensure that older people and carers in London were able to access financial help when they require it, and to provide those who are entitled to financial assistance the help to claim for it. It also aimed to encourage older people to combat fuel poverty by obtaining free or discounted energy efficiency measures in their homes wherever these are available. The 2010/2011 campaigns were extended to include low-income families.
The Home Heat Helpline was launched in 2005 and is a freephone number set up to help members of the public who are worried about paying their fuel bills and keeping warm.
The Helpline is managed by the Energy Retail Association and paid for by contributions from Britain’s major energy suppliers. It is backed by a range of support organisations including Age UK, Citizens Advice; National Energy Action, Energy Saving Trust and Gingerbread.
The Home Heat Helpline’s trained advisers help vulnerable customers to gain access to a variety of assistance from their energy companies, including:
- Free home insulation grants
- Grants and rebates
- The Priority Service Register which provides extra services for people who are elderly or disabled including bills in large text or Braille, security passwords and an annual gas safety check
- Flexible payment options for customers in fuel debt
- Benefits entitlement checks
In addition, the Home Heat Helpline is able to direct calls – at no cost to the caller – to a number of specialised services including Warm Front, Consumer Focus, benefits teams at DWP and Home Improvement Agencies (including Care & Repair).
