We understand that some customer maybe finding it harder to manage their energy bills as a result of COVID-19. If you’re struggling or think your bill isn’t right, please contact your energy supplier directly.

E.ON Energy – Visit www.eonenergy.com/help/extra-help or call 0333 202 4461
EDF Energy – Visit www.edfenergy.com/for-home/help-support/help-centre or call  0333 009 6992
npower – Visit www.npower.com/help-and-support/extra-support/ or call 0800 073 3000
E.ON Next – Visit www.eonnext.com/help or call 0808 501 5200 or email hi@eonnext.com

The best way to stay in touch with your energy supplier and keep up to date with your energy usage is to create an online account. You can do this on your energy suppliers website.

We’re working with the above suppliers to help venerable customers who are in debt. Complete an application online with us today by registering on https://forms.lets-talk.online/Login and one of our assessors will be in touch.

If your supplier isn’t listed above then, currently we don’t work with them. However, you can keep checking our funds on www.lets-talk.online/Home/Support_Funds_Individual to see if funding becomes available. You can also visit their website directly for advice.

For the latest government financial support advice please visit – www.gov.uk/coronavirus/worker-support?priority-taxon=774cee22-d896-44c1-a611-e3109cce8eae

Alternatively, anyone can get free advice from the below organisations;

Citizens Advice – www.citizensadvice.org.uk/about-us/contact-us/contact-us/contact-us/
StepChange Debt Charity – Freephone 0800 138 1111 or www.stepchange.org/contact-us.aspx
Turn2Us National Charity – www.turn2us.org.uk/Support-Us
National Debt Line – Freephone 0808 808 4000 or nationaldebtline.co.uk
Advice UK – Freephone 0300 777 0107 or adviceuk.org.uk
Payplan – Freephone 0800 917 7823 or payplan.co.uk

On average it can take around 45 minutes if you have all your information to hand. Start your application online today by registering on https://www.lets-talk.online/Home/Support_Funds_Individual

What information do I need to complete an application form?

You will need to have the following information to complete your application:

• Your gas and/or electricity account numbers
• Your latest meter readings (meter readings should be taken the day you submit your application). If you have any problems with this, please contact your energy supplier

You will also need to provide any supporting evidence which relates to your application. For example:

• Evidence of any illnesses/learning difficulties diagnosed by a doctor or a medical professional.
• Evidence of any income reduction or changes for example a Personal Independence Payment letter (PIP), payslip or Disability Living Allowance letter (DLA)
• Evidence that you have been affected by a significant life-changing event

We’ll check that you have provided all the information we need to make sure that one of our assessors can review your application. We’ll get back to you within 6 days if you need to provide further information and usually decide within 6 weeks.

If you log in to your online account, you’ll be able to check the status of your application. If you said on your application form that someone is helping you then, please check with them to see if they have received a letter or email. Sometimes emails can be sent to your spam or junk folder, so don’t forget to check these folders.

Speak to a family member or a friend to see if they can help. If you’re still unsure, your Citizens Advice, Money Adviser, Housing Officer, Advice or Support Worker might be able to help.

You can save your application by clicking ‘save & continue’ and return to it when you’ve all the evidence ready to upload.

You don’t need to provide debt evidence as we’ll contact your energy supplier to confirm the debt on your account. That’s why it’s essential that we have a meter reading on the day you apply as it allows your energy supplier to confirm exactly what you owe.

We’ll only accept letters dated for the current tax year sent from the Department for Work and Pensions, Jobcentre Plus, the Pension Service or H M Revenue and Customs. You can request a copy by calling these departments or requesting your personal information online at www.gov.uk

Please don’t send original documents as evidence as we’re not able to return them. Please upload photos of documents to your online application using the ‘Supporting evidence’ section.

We can only accept a medical summary or medical letter. These must be dated within the last 6 months. They must include your/household member’s name, address and your/their medical condition/s. You can upload photos to your online application using the ‘Supporting evidence’ section.

The information you’ve provided may not be within acceptance criteria. Please check your letter/email carefully as there will be a specific reason stated as to why you have been asked again.

Based on your circumstances, we can accept the following as evidence;

• Evidence of any illnesses/learning difficulties diagnosed by a doctor or a medical professional. We’ll only accept a medical summary, medical letter or a letter from your therapist. These must be dated within the last 6months. They must include your name or the named household person and medical condition/s
• Evidence of Personal Independence Payment (PIP), Attendance Allowance (AA) or Disability Living Allowance DLA (DLA). These must be dated for the current tax year.
• Evidence that you’ve been affected by a significant life changing event. We can accept a death certificate, court letters, police report or a report from your support worker
• Evidence that you’ve been affected by exceptional circumstances. We can accept a police report, court letters or a report from your support worker
• Evidence of any income reduction or changes before and after any reductions. We can accept wage slips or any benefits and/or tax credits you receive

All the above must include your household address and your name or the named household member. Failing to provide correct information or evidence could lead to your application being declined.

We recommend all applicants complete a Budget Sheet. However, for some of our funds it’s mandatory. You can do this with a Financial Conduct Authority (FCA) approved Adviser, to find one near you go to www.fca.org.uk. All FCA approved citizens advice advisers provide a service which is free.

Please contact your energy supplier who will be able to help. Unfortunately, we’ll not be able to assess any application for energy debt without up to date meter readings.

Let your Energy supplier know that you have made an application and they may be able to hold the payments whilst its under review. If your application has been awarded, then you’ll need to contact your energy supplier about setting up a provisional payment plan.

A provisional payment plan will temporarily replace your current payment plan. It’ll help prove that you can pay for your ongoing energy usage before being awarded. Make sure you contact your energy supplier to set this up.

No, we can only help with outstanding debts.

If you successfully complete your provisional payment plan, we’ll work with your supplier to make the payment directly to your energy account.

No, once the appliance has been delivered, we’re unable to collect and/or return your freestanding appliance.

Extended warranties may be purchased directly from the manufacturer.

We’re unable to provide a receipt for your freestanding appliance. Please keep a copy of the award letter as proof of purchase.

Any faults after the point of delivery will need to be referred to the manufacturer to investigate. We’re unable to reimburse for any damaged or spoiled goods. The manufacturer of the machine may be able to help, but this is at their discretion.

Once the freestanding appliance has been delivered, you’ll have a minimum warranty of 1-year. If there are any faults within your warranty period, you should contact the manufacturer. Any faults outside of warranty may be chargeable by the manufacturer to repair.

All freestanding appliances provided are energy efficient. Please refer to the manufacturers website for comparisons to understand the impact on your energy bills.

The make and model of the appliance can vary based on availability. Freestanding appliances can be subject to change but will meet a minimum specification set.

No. Please make sure that you’ve applied for the correct appliance before submitting your application.

Any accidents or incidents that happen during delivery should be reported to the delivery company as soon as possible.

No. All delivery time slots are provided by the delivery company and are dependent on when they are in your area.

Your initial delivery slot will be between the hours of 7am and 7pm. Some of our suppliers may provide a shorter time slot either the day before or on the day of delivery. The supplier will confirm this with you at the time of booking.

On average it can take around 45 minutes if you have all your information to hand. Start your application online today by registering on https://www.lets-talk.online/Home/Support_Funds_Individual

What information do I need to complete an application form?

You will need to have the following information to complete your application:

• Your gas and/or electricity account numbers
• Your latest meter readings (meter readings should be taken the day you submit your application). If you have any problems with this, please contact your energy supplier

You will also need to provide any supporting evidence which relates to your application. For example:

• Evidence of any illnesses/learning difficulties diagnosed by a doctor or a medical professional.
• Evidence of any income reduction or changes for example a Personal Independence Payment letter (PIP), payslip or Disability Living Allowance letter (DLA)
• Evidence that you have been affected by a significant life-changing event

Yes, at our discretion, we’ll allow one further attempt to deliver and connect the freestanding appliance.

No, all freestanding appliances must be delivered to the address given on your application form, unless, you’re due to move. In this case you must tell us your moving date and new address before the application is approved. You may need to provide evidence of your new address, such as a tenancy agreement.

Yes, connection must take place on the day of delivery. If the appliance isn’t connected, the delivery will fail, and the appliance will be returned to the supplier.

After you receive your award confirmation, our delivery team will call you within 10 working days.

Our team will call you within 10 working days to arrange delivery of the freestanding appliance. Please make sure the telephone number on your application is correct, you must tell us about any contact detail changes. If we’re unable to contact you, this will result in your application being withdrawn.

Yes, please email us on DeliveryQueries@Charisgrants.com to arrange a cancellation.

No, the freestanding appliance will be cancelled, and your debt application will continue as normal. If you need to arrange a cancellation, please email us on DeliveryQueries@Charisgrants.com

We aim to call you within 10 workings days to arrange delivery. If you haven’t heard from us within this timeframe then please email us on DeliveryQueries@Charisgrants.com with your telephone number and we’ll call you.

We’ll already be looking into this for you and looking for an alternative. If you’ve not been contacted within 7 days then, please call us on 01733 421 069.

Yes, all connections will be completed by qualified personnel.