A practical guide to living with and after cancer Front cover
1 Managing your energy costs About this leaflet This leaflet is about how to manage your energy costs if you have cancer. More than 1 in 3 people diagnosed with cancer in the last two years say they feel the cold more (Macmillan/YouGov online survey, 2015 16). Roughly 1 in 3 people living with cancer say they feel the cold more. If you are going through cancer treatment, you may be at home more. Because of this you may need to turn your heating up to deal with side effects such as weight loss, hair loss and tiredness (fatigue). This can easily lead to your energy costs going up, while your income is reduced.
About this leaflet 2 This leaflet looks at things that you and your energy supplier can do to help you keep your energy costs down. You ll also find details of payments, schemes and grants you may be able to access that could help with your energy costs. It has been created with support from Macmillan s Energy Advice Team. The team offers support and advice to help people living with cancer who are struggling to keep warm, whoever their energy supplier is. In this leaflet we ve included quotes from people affected by cancer, which you might find helpful. They are from members of our online community (macmillan.org.uk/community) and from the website healthtalk.org If you re living with cancer and struggling to pay your energy bills, call Macmillan for information and help on 0808 808 00 00 Monday to Friday, 9am to 8pm or visit macmillan.org.uk/keepwarm For quite a while after the operation, I was always cold. I d want the fire on as well as the central heating, which drove everybody mad. But I just had to be warm. Helen
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Contents 4 Contents Talking to your energy supplier 5 Switching your supplier 10 Saving energy in your home 13 Accessing payments, schemes and grants 17 Our partnership with npower 23 Further information and support 25 Your notes and questions 28
5 Managing your energy costs Talking to your energy supplier If you are worried about paying your energy bills, you should talk to your supplier and find out what help they can offer. You should also visit their website. If you tell your supplier that you have cancer, they may be able to offer you support. Your tariff is the rate you pay for your energy. When you contact your supplier, you should ask them if they can offer you a cheaper tariff so that you pay less. If this is not an option, you could think about switching your supplier (see pages 10 12). Your supplier may also be able to: put your name on a list of customers who need extra care or support provide a grant to help with money you may owe them arrange for you to make regular payments to spread your costs.
Talking to your energy supplier 6 The Priority Services Register (England, Scotland and Wales) If you are affected by cancer and you live in England, Scotland or Wales, your supplier should place you on the Priority Services Register. This is a list for people who need extra care. Some benefits of this may include: access to free extra services your energy not being cut off if you fall behind on payments. Care registers (Northern Ireland) Northern Ireland Electricity and Northern Ireland Water have critical care registers for people who strongly rely on electricity or water for their health needs. Customers on these registers will get extra support if their power or water supply stops working. Energy companies in Northern Ireland also have customer care registers. Customers who are disabled, elderly or have certain health needs can join these registers to get free extra services. Contact the Consumer Council for Northern Ireland (see page 26) to compare the extra services offered by different companies.
7 Managing your energy costs Company funds and trusts Your energy supplier may be able to provide a grant to help with your energy costs. The help they give will depend on your situation. Most of the major energy companies have funds or trusts that: help people in difficult situations, by reducing their bills or granting them money to reduce their debt help people make their homes more energy efficient, which can reduce their energy bills. Some trusts, including the British Gas Energy Trust and the E.ON Energy Trust, can help clear debts you might have with other energy suppliers. A booklet called Help with water and energy bills has details of the funds and trusts offered by the major energy companies in England, Scotland and Wales. You can download the booklet at tinyurl.com/waterandenergybills For details of support available in Northern Ireland, contact Bryson Energy (see page 9 for their contact details). Regular payments Your energy suppliers may allow you to set up a regular payment plan. This means you pay a fixed amount on a regular basis (for example every week or month). This can help you spread the cost of your bills and help you to budget for your energy costs. You could also pay your bills monthly by Direct Debit or online, to help you keep track of your energy costs.
Talking to your energy supplier 8 Support from npower Since 2004, npower has been working with Macmillan to help people living with cancer keep warm without the worry. This partnership includes npower s Macmillan Fund, which can help people living with cancer by capping bills and writing off debt. npower also funds Energy Advisers on the Macmillan Support Line. See pages 23 24 for more information about Macmillan s partnership with npower. Photo caption Quote text Quote name
9 Managing your energy costs Complaints and advice If you have a problem with your energy supplier or need advice about dealing with a company, contact: the Citizens Advice consumer service in England, Scotland or Wales on 0845 404 0506 Consumerline in Northern Ireland on 0300 123 6262. Try to resolve the complaint with the company if you can. If this isn t possible, you could contact the Ombudsman Services: Energy (in England, Scotland and Wales), or the Consumer Council for Northern Ireland (see page 26 for their contact details). Getting help If you need help with your energy costs, you should always contact your supplier and ask what help they offer. You could also visit their website. Citizens Advice and the Energy Saving Trust offer free energy advice to people across the UK. See pages 25 27 for details on how to contact them. If you live in Northern Ireland, you can get free energy advice by calling the Bryson Energy Advice Line on 0800 1422 865 or emailing advice@brysonenergy.org
Switching your supplier 10 Switching your supplier There are lots of gas and electricity companies and they offer a range of tariffs. By making sure you are on the best possible tariff for your needs, you could reduce your bills. It s good to check that you are on the best tariff about once a year. The best deals are often those where you pay by Direct Debit or online. Switching your energy supplier can be simple. Before switching, you will need to know: how much energy you use the name of your current tariff. This information should be on a recent bill. Remember that when you change companies, your previous supplier will charge you for all the energy you use until the date you switch. Make sure you can afford this before you change companies. Depending on which tariff you are on, your supplier might charge you a fee for switching. You should ask your supplier about this before you switch.
11 Managing your energy costs How to switch supplier There are two ways you can find the best deal and switch supplier: Use a trusted energy price comparison website In England, Scotland and Wales, some of these websites are approved by a scheme called the Confidence Code. You can find a list of these recommended websites by visiting ofgem.gov.uk/confidence-code Citizens Advice has information to help you compare prices, and a comparison tool. Visit energycompare. citizensadvice.org.uk In Northern Ireland, you can visit consumercouncil. org.uk/energy to compare energy supplier rates. Phone different gas and electricity companies directly You can ask them for the best deal for you, and they can organise the switch. If you receive a payment called the Warm Home Discount (see page 18), it s worth checking if the new supplier is part of this scheme before you switch. We switch our suppliers every time our contract runs out. We use a switching website to find the best deal. Helen
Switching your supplier 12 If you don t use a mains gas supply If your home isn t connected to a mains gas supply, it may be worth getting several quotes when you buy fuel. If you use heating oil, you may be able to save money by stocking up on fuel early in the autumn rather than waiting until winter. Heating oil users can also sometimes receive discounts if they buy in a group, for example through an oil club. You can find out if there are oil clubs near you through Citizens Advice. Visit citizensadvice.org.uk and search for oil clubs map. You could also spread the cost by paying by Direct Debit, or through a monthly budget plan. Ask your heating oil supplier if they offer this. Solid fuel and LPG (liquefied petroleum gas) customers may also benefit from comparing prices, stocking up on fuel in the autumn and speaking to their supplier if they are struggling to pay their bills.
13 Managing your energy costs Saving energy in your home There are many simple things you can do around your home to reduce your energy costs, as the diagram below shows. Use energy-saving light bulbs. These can save you money over time. Make sure you turn the lights off when you re not using a room. Use a water-efficient shower head (many water companies offer these for free). Turn off the tap while you re brushing your teeth. Keep the heat in by shutting doors and windows in the rooms you use the most. Seal gaps around doors with draught excluders. When you put the kettle on, only boil the amount of water you need. Turn off computers, TVs and other electrical items when you re not using them. Don t leave them on standby.
Saving energy in your home 14 Insulation and draught proofing Fitting insulation into your home is a big step but it could help you make savings. The better a home is insulated, the less money you will spend heating it. Consider insulating your loft and walls. You could even think about draught proofing or putting in new windows. The schemes listed on pages 19 21 may help with these costs. All of the major fuel companies provide either free or discounted insulation. General tips Make sure you understand your energy bill. Check to make sure all the details are right and that you re on the right tariff. You can watch a video about how to understand your bill at energysavingtrust.org.uk/domestic/energysaving-quick-wins Give your supplier regular meter readings. This means you can get accurate bills (rather than estimates) and you only pay for the energy you re using. Consider making a flask of tea/coffee. Not only does it save electricity, it saves you the hassle of getting up to make a second cup and you can take the flask to bed with you. David
15 Managing your energy costs Smart meters Smart meters are a new type of gas and electricity meter. As well as measuring the energy you use, they also: tell you when you have used it and how much it costs allow your energy supplier to take meter readings without you having to contact them. With a smart meter you get an In-Home Display unit (IHD), so you can see all the details of the gas and electricity you are using. This could help you see where you can save money. Photo caption Quote text Quote name A smart meter
Saving energy in your home 16 The government has planned for every home in the UK to have a smart meter for gas and electricity by the end of 2020. Your energy supplier will contact you when you are due to have a smart meter installed. There is no charge for getting a smart meter. For more information, contact your energy supplier. More tips and advice For more information about how to save energy in your home, contact: the Energy Saving Trust visit energysavingtrust. org.uk or call 0300 123 1234 Home Energy Scotland call 0808 808 2282. In some parts of the UK, there are independent advice centres that can offer specific advice about making your home warmer. They may even be able to visit you in your home. Your local council can tell you if there is an energy advice centre in your area.
17 Managing your energy costs Accessing payments, schemes and grants You may be able to get extra help with your energy costs from payments and schemes run by the UK government or regional governments. You can find out what government help is available for your situation by visiting gov.uk/energy-grants-calculator Payments There are several government payments available to help you with higher bills during the winter months. Find out how to apply for these at gov.uk, or nidirect.gov.uk if you are in Northern Ireland. Cold Weather Payment When a winter has been particularly cold (if there are temperatures of 0 C or lower for seven days in a row), the UK government makes a weekly payment of 25 to people who receive certain benefits. Cold Weather Payments will automatically be made on top of your usual benefits. Winter Fuel Payment This is a UK government scheme to help older people keep warm during winter. You could get this extra payment if you were born on or before the 5 th May 1953 (the date changes every year). The amount you receive depends on your individual circumstances, such as whether you live with another qualifying person and how old they are.
Accessing payments, schemes and grants 18 Warm Home Discount (England, Scotland and Wales only) This is a UK government policy that gives certain people a discount on electricity bills. The payment is made by your electricity supplier. It helps vulnerable customers and people on a low income to heat and insulate their homes. All the major energy suppliers are required to make this payment, and some smaller suppliers may offer it. Some people automatically qualify for the Warm Home Discount, including people who get certain benefits. If you are affected by cancer you may be able to get the discount, but you will need to apply for it. Whether you get the discount will depend on your circumstances and which energy supplier you are with. To apply, contact your electricity supplier. If you cannot get the discount under your supplier s scheme or if they don t offer the Warm Home Discount, you could consider switching to another supplier (see pages 10 11). To find out more, visit gov.uk/the-warm-homediscount-scheme or call 0345 603 9439. You can also call our Energy Advice Team on 0808 808 00 00 for information and support. Energy suppliers in Northern Ireland don t offer this payment. See page 21 for information on the Affordable Warmth Scheme for Northern Ireland.
19 Managing your energy costs Schemes There are lots of schemes from energy companies and the government to help you make your home more energy efficient. Energy Companies Obligation (England, Scotland and Wales) Under this scheme, the major energy companies in England, Scotland and Wales are legally required to help their customers save energy. This includes people on a low income or with health problems. The help available could include things like fitting a new energy-efficient boiler or upgrading insulation. You don t have to be a customer of an energy company to get help from their scheme. If your energy company is included in this scheme, they should explain the help they can offer on their website. You can find out more about this scheme at gov.uk/energy-company-obligation Nest (Wales) This is a Welsh government scheme. Nest provides advice about saving energy, managing money, whether you re on the best tariff and whether you can get any benefits. You may also be able to get some free home improvements to help save energy, such as central heating and loft insulation. You can call Nest free on 0808 808 22 44 or visit nestwales.org.uk
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21 Managing your energy costs Home Energy Efficiency Programmes for Scotland This is a package of schemes for people in Scotland. Depending on your situation, you may be able to get: a free home energy check free checks to see if you can claim benefits or tax credits free insulation, or money towards insulation and other measures to make your home more energy efficient. Visit energysavingtrust.org.uk/scotland or call Home Energy Scotland free on 0808 808 2282 for more information. Affordable Warmth Scheme (Northern Ireland) This scheme is for people who are on low incomes. It aims to help them make their homes more energy efficient by adding things like loft insulation. Visit nidirect.gov.uk/articles/affordable-warmthgrant-scheme or call 0300 200 7874 for more information.
Accessing payments, schemes and grants 22 Charitable grants and other help A number of charities, including Macmillan, provide grants for people who are having difficulty paying their energy costs or meeting other expenses. You need to apply for a Macmillan Grant through a health or social care professional or a Macmillan Welfare Rights Adviser. To find out more, go to macmillan.org.uk/grants or call our cancer support specialists on 0808 808 00 00. Local help In extreme cases, if you don t have enough money to meet your immediate short-term needs or your family s needs, you may be able to get help from a discretionary support scheme. Contact your local council for more details. In Northern Ireland, call the Crisis Loan claim line on 0800 028 8822. Following Macmillan s advice I spoke to my energy provider and was able to get a discount on my heating bills at the end of the year. If Macmillan hadn t have helped me, the chances are I would have had to sell my house because of this illness. Cath
23 Managing your energy costs Our partnership with npower Since 2004, npower has been working with Macmillan to help people living with cancer keep warm without the worry. npower funds Energy Advisers on the Macmillan Support Line. They offer support and advice to help source funding for people living with cancer, regardless of who supplies their energy. The Energy Advice Team will help you access schemes available to support you with your gas, electricity and water charges. The partnership between Macmillan and npower includes npower s Macmillan Fund (in England, Scotland and Wales only*). This is the only programme in the UK that offers support to people living with cancer by capping energy bills and writing off debt. Through this programme, npower customers who are being treated for cancer or are terminally ill pay no more than 10% of their income in fuel bills. Macmillan s Energy Advisers can check if you are eligible for this programme.
Our partnership with npower 24 npower also runs the Health Through Warmth scheme (in England and Wales only*). This scheme helps fund heating and insulation for eligible, low-income home owners, who have a long-term illness. You don t have to be an npower customer to apply. Find out more at macmillan.org.uk/keepwarm or by calling the Macmillan Support Line on 0808 808 00 00 Monday to Friday, 9am to 8pm. *npower s services are not available in Northern Ireland. Other energy providers across the UK have their own schemes to help vulnerable customers. Contact individual companies for more information. Photo caption Quote text Quote name Sharon, Energy Adviser
25 Managing your energy costs Further information and support Cancer is the toughest fight most of us will ever face. But you don t have to go through it alone. The Macmillan team is with you every step of the way. We have more information about cancer types, tests, treatments and living with and after cancer. We also have details of other helpful organisations and support groups in your area. You can contact us using the following details: Macmillan Cancer Support 89 Albert Embankment, London SE1 7UQ General enquiries 020 7840 7840 Questions about cancer? Call free on 0808 808 00 00 (Mon Fri, 9am 8pm) Alternatively, visit macmillan.org.uk Hard of hearing? Use textphone 0808 808 0121 or Text Relay. Non-English speaker? Interpreters are available. Consumer support services Energy Saving Trust Tel (England and Northern Ireland) 0300 123 1234 Tel (Scotland) 0808 808 22 82 Tel (Wales) 0800 512 012 www.energysavingtrust.org.uk UK-wide organisation that provides free advice about heating your home and saving money on your energy bills.
Further information and support 26 It has separate postal addresses and sections on its website for each UK country. Ombudsman Services: Energy (England, Scotland and Wales) PO Box 966, Warrington WA4 9DF Tel 0330 440 1624 Textphone 0330 440 1600 Email enquiries@os-energy.org www.ombudsmanservices.org/energy Resolves complaints from consumers about energy suppliers in England, Scotland and Wales. You will need to go through your supplier s complaints process first. If the dispute cannot be settled by the supplier, you can contact Ombudsman Services. The Consumer Council for Northern Ireland 116 Holywood Road, Belfast BT4 1NY Tel 028 9025 1600 Email info@ consumercouncil.org.uk www.consumercouncil. org.uk Represents energy consumers in Northern Ireland and campaigns for a fair deal for consumers. Financial support services Benefits Enquiry Line Northern Ireland Tel 0800 220 674 Textphone 028 9031 1092 www.nidirect.gov. uk/money-tax-andbenefits Provides information and advice about disability and carers benefits in Northern Ireland.
27 Managing your energy costs Citizens Advice Provides advice on a variety of issues including debt, benefits, legal, housing and employment. Find details for your local office in the phone book or on one of the following websites: England and Wales www.citizensadvice. org.uk Scotland www.cas.org.uk Northern Ireland www.citizensadvice. co.uk Department for Work and Pensions (DWP) www.gov.uk/browse/ benefits Manages state benefits in England, Scotland and Wales. You can apply for benefits and find information online or through its helplines. See the website for a list of contact numbers. StepChange Debt Charity Wade House, Merrion Centre, Leeds LS2 8NG Tel 0800 138 1111 www.stepchange.org A UK-wide charity that provides free debt advice through phone, email, its website and online through live chats with advisers. Support for older people Age UK Tavis House, 1 6 Tavistock Square, London WC1H 9NA Tel 0800 169 2081 Email contact@ageuk.org.uk www.ageuk.org.uk Provides information and advice for older people across the UK.
29 Managing your energy costs Disclaimer We make every effort to ensure that the information we provide is accurate and up to date but it should not be relied upon as a substitute for specialist professional advice tailored to your situation. So far as is permitted by law, Macmillan does not accept liability in relation to the use of any information contained in this publication, or thirdparty information or websites included or referred to in it. Macmillan retains editorial control of the content of this leaflet. This content is independent of any other organisations. We ve included quotes from people affected by cancer who were struggling with their energy bills. Some names have been changed. Thanks This leaflet has been written, revised and edited by Macmillan s Cancer Information Development Team. It has been approved by Alison Rooks, Energy Advice Team Leader, Macmillan Cancer Support. With thanks to: Rachel Coulter, Macmillan Marketing Partnerships Manager; Paul Dear, Social Obligations Manager, npower; Melanie Failes, Macmillan Senior Corporate Partnership Manager; Frances Galvanoni Campbell, Macmillan Marketing Partnerships Manager; and the people affected by cancer who reviewed this edition. Sources We ve listed a sample of the sources used in this leaflet below. If you d like further information about the sources we use, please contact us at bookletfeedback@macmillan.org.uk Macmillan/YouGov online survey, December 2015 January 2016. www.macmillan.org.uk/about-us/working-with-us/corporate-partners/ yougov-reference.html (accessed April 2016) Ofgem website. www.ofgem.gov.uk (accessed April 2016).
More than one in three of us will get cancer. For most of us it will be the toughest fight we ever face. And the feelings of isolation and loneliness that so many people experience make it even harder. But you don t have to go through it alone. The Macmillan team is with you every step of the way. We are the nurses and therapists helping you through treatment. The experts on the end of the phone. The advisers telling you which benefits you re entitled to. The volunteers giving you a hand with the everyday things. The campaigners improving cancer care. The community there for you online, any time. The supporters who make it all possible. Together, we are all Macmillan Cancer Support. For cancer support every step of the way, call Macmillan on 0808 808 00 00 (Mon Fri, 9am 8pm) or visit macmillan.org.uk Hard of hearing? Use textphone 0808 808 0121, or Text Relay. Non-English speaker? Interpreters available. Braille and large print versions on request. Macmillan Cancer Support, July 2016. 3 rd edition. MAC11290. Next planned review 2019. Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). Printed using sustainable material. Please recycle.