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 \u00a3150 charge was mandatory \u2014 even though she was still well within her legal rights to switch her type of meter mode.<\/p>\n
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.<\/p>\n
To ensure she fully understood her rights and felt supported throughout, we also arranged interpreter support in her first\u00a0language, Turkish. This ensured language was no barrier to accessing clear, confident advice.<\/p>\n
The result:<\/strong> \u00a3150 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.<\/p>\n Elenka<\/strong>, <\/em>the tenant: “<\/em>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.”<\/em><\/p>\n