A tenant was referred to the Energy Advice Service for help setting up her utilities. During this process, she wanted to switch to a prepayment meter with her energy supplier. However, the company incorrectly claimed she was outside the cooling-off period and insisted the £150 charge was mandatory — even though she was still well within her legal rights to switch her type of meter mode.
Samantha (Energy Advice Officer) quickly intervened and cited the correct 14-day cancellation window. A formal complaint was raised on her behalf and the charge was overturned.
To ensure she fully understood her rights and felt supported throughout, we also arranged interpreter support in her first language, Turkish. This ensured language was no barrier to accessing clear, confident advice.
The result: £150 saved, no penalty, and a smooth switch to prepayment. This is a powerful reminder of how dedicated advocacy and accessible support can protect tenants from unfair charges and confusion.
Elenka, the tenant: “They told me I only had seven days to cancel my contract, but with the help of Samantha, the Energy Advice Officer, I was able to cancel safely within my statutory 14-day withdrawal period without penalty and found her to be very friendly and helpful.”
Please contact us if you would like to find out more about our Energy Advice Service.