A little support made a big difference for Nisa, helping her navigate an unfamiliar process and potentially save around £872 a year on her energy bills.
Client profile
Nisa is a widowed lady in her late sixty’s, and she owns her own home. Since losing her husband she has been working hard to understand her household bills and make savings where she can.
Reason the client needed advice
Nisa approached the service because she was unhappy with her current energy supplier, both with the customer service she had received and the cost of her bills. She wanted guidance on switching suppliers but was unsure where to start.
As someone who was uncomfortable using computers and the internet, and who had never switched energy supplier before, the process felt daunting. She needed practical support to understand her options and make the switch with confidence.
How we helped the client
The advice session began with an exploration of Nisa’s wider financial circumstances, including her benefits and current utility bills. This provided an opportunity to look at her energy costs in context and discuss how switching suppliers could potentially reduce her monthly outgoings.
We explained the switching process in clear, practical terms, including what would happen before, during and after the switch. This helped Nisa understand her options and feel more confident about making a decision.
Nisa had already contacted a number of suppliers and gathered some basic quotes. Having decided she wanted to switch, a three-way call was arranged with her chosen supplier, enabling her to complete the process with support.
During the call, Nisa was able to discuss her options directly with the customer service agent and ask questions about issues such as the difference between variable and fixed tariffs. Support was available throughout the call to provide clarification and reassurance where needed.
Nisa was also given advice on reducing her energy and water usage, including practical steps to improve energy efficiency and help lower her bills further.
Outcomes
The financial impact of the advice was significant.
Nisa’s previous energy supplier was charging approximately £140 per month for gas and electricity. Based on her average usage shown in her last statement, her estimated monthly bill with her new supplier will be approximately £67.31.
This represents a potential saving of around £72.69 per month, or approximately £872 per year, subject to actual usage and charges.
Nisa was also given valuable information about the importance of submitting regular meter readings, alongside practical tips to improve energy efficiency and reduce her bills further.
Importantly, she now understands how the switching process works and should feel more confident about comparing suppliers and switching independently in the future if needed.
Impact
The advice has the potential to make a substantial difference to Nisa’s household finances, with her estimated energy costs reducing by more than half.
The case highlights the importance of ensuring the client understand their options and feels confident navigating the energy market. For someone who was uncomfortable using computers and had never switched suppliers before, practical, personalised advice removed a significant barrier and enabled her to take action.
The intervention delivered more than information: it gave Nisa the confidence to make a significant change to her energy costs, understand how to manage her bills more effectively, and feel better equipped to make informed choices in the future.
NB: Names and some details have been changed to protect our clients’ anonymity.