Frequently Asked Questions

Application & Assessment

How long will it take to complete an application form?

We have different application forms for different schemes. On average these can take between 10 and 40 minutes to complete.

If the scheme offers telephone sign-up please ensure you have the following pieces of information to hand before calling:

  • Your energy account numbers and meter readings (if applying for debt relief, meter readings should be taken the day you submit your application).
  • The income and expenditure for the household.
  • Details of any debts within the household.
  • Why you need to make this application, especially where this is related to illnesses or financial problems.

I'm struggling to complete my application form, where do I go for help?

Contact your local Citizens Advice, a money advice service, a support worker, or family/friend. If you still are unable to complete the form, please email us via the relevant email or call the helpline (01733 421021) and they will be able to provide assistance:


How long will my application take to process before I get a decision?

It may take 5-10 days to process your application. In order to process your application as quickly as possible it is essential that you complete the form accurately and send any requested evidence as promptly as possible. Your application will be delayed if we do not receive all the required information.

I haven't heard anything since applying, what do I do?

If you put someone else down as your correspondent then all correspondence is sent to them on your behalf. If you haven't given us a separate correspondent, it may be that the application hasn't yet reached us. Please sign-in to the Let's Talk applications page to check on the status of your application, or alternatively email us via the relevant email:


Evidence & Documents

Can I use my estimated utility bill as evidence of my debt?

We are not able to accept estimated bills as evidence of debt. In order to assess any application for help with energy debt we need you to provide a current meter reading. If we then ask for evidence of this debt you will need to provide a copy of your energy bill showing the balance based on actual meter readings. This bill needs to be no more than 3 months old.

What do I do if I have misplaced my benefit award letters or they are outdated?

In order to process your application we will need to see evidence of any benefits you receive. If you do not have a copy of your benefits letter for the current year, you will need to contact the Department for Work and Pensions or HM Revenue and Customs and request that these letters are resent to you. Refer to website or contact your local Citizens Advice to find the relevant number. Please ensure these documents refer to this current tax year.

Can I send original documents as evidence?

Do not send original documents as evidence as we are not able to return these. Please only ever send copies of the required evidence. This can be in the form of a photocopy if sending by post, or as a photograph or scanned image if emailing to us.

What medical evidence can I send in as proof of illness?

We can only accept a letter (a copy of) that is on headed paper, issued by your GP, medical consultant or support worker. We are not able to accept any other form of evidence.

Why have I received a letter asking for information that I have already provided?

Please check your letter carefully as there will be a reason stated on the letter explaining why you have been asked again. If you are still unsure, please contact us via the relevant email and an advisor will be able to guide you as to why additional information has been requested:


Utility Debt

I'm unable to read my meters, what do I do?

If you do not have access to your meters or are unable to read them, please contact your utility provider who is able to send someone out to read these for you. Please be aware that we will not be able to assess any application for fuel debt without an accurate meter reading.

I have applied to the fund to help with my arrears but my utility provider is still contacting me for payment, what do I do?

We advise you contact your utility provider once you have applied to make them aware that you have applied to the scheme. While you are waiting to hear from us you should continue to pay for the energy you use, any arrears accrued during the period of the application wil not be covered even if you are successful.

Can you help with a debt I have already paid?

No. The trusts and funds are only set up to help with utility debts that are outstanding.

If I am successful in getting help with my gas or electricity arrears, how will I receive the money?

The amount you are awarded will either be credited directly to your energy account, or sent to you in the form of a cheque made payable to the energy supplier which you will need to send to them along with your account number.

White Goods

Can I change my mind after delivery has taken place?

Once delivery has taken place we are unable to collect and/or return your item.

Can I extend my warranty/guarantee?

Extended warranties may be purchased from the manufacturer directly.

Can I have a receipt?

We are unable to provide a receipt for your item, please keep a copy of the award letter we issue as proof of purchase.

What happens if there is an issue with the appliance/the appliance has developed a fault?

Any faults after the point of delivery will need to be referred to the manufacturer to investigate and resolve the issue directly. We are unable to reimburse for any damaged or spoiled goods. The manufacturer of the machine may be able to assist, but this is at the manufacturer's discretion.

What after care is available?

Once the item you have been awarded has been delivered, you will have a minimum of a 1 year warranty. If there are any faults with the item within your warranty period you should contact the manufacturer. Any faults outside of warranty may be chargeable by the manufacturer to repair.

Will this affect my energy bills?

All White Goods provided have a minimum energy efficiency rating of A. We suggest you look at the manufacturers website for comparisons to existing machines in order to understand the impact on your energy bills.

Do all applicants receive the same make and model?

The make and model of the machines that are delivered are based on the items that are available to the scheme at the time of an award. Items are subject to change dependant on stock availability. All awarded items meet a minimum basic specification set out by the scheme.

Can I change my item/size/make and model/colour?

No. Once you submit your application we will only be able to award what you have applied for. Please take a moment to make sure that you are applying for the correct appliance.

There was an accident whilst the appliance was being delivered what can you do?

Any accidents that occur during delivery should be reported to the delivery driver immediately. If you do not notice the damage until after the delivery driver has left the property, call the delivery company as soon as possible.

Can I change my delivery time slot?

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

How long is the delivery time slot?

Initially your delivery time slot will be between 7am and 7pm. Some suppliers may provide a smaller time slot the day before, or on the day of the delivery. This will be confirmed by the supplier at the time of booking in delivery. Connection can take between 5 and 30 minutes. Most items will be delivered and connected in one visit. The exception to this is Gas Cookers which require 3 visits during the same day.

Can I rebook my delivery if it fails?

Yes - From time to time we realise that emergencies happen which means you are called away from your property and you are unable to find someone to take delivery on your behalf and as such the delivery team are unable to deliver and connect the item. When this happens we will, at our discretion, allow one further attempt to deliver and connect the item.

Can it be delivered to a different address?

No. The item must be delivered to your address as given on the application form.  If you are due to move address you need to confirm your moving date and new address with us before the application is approved.

Do I have to have the item connected?

Yes. Connection must take place on all orders, if connection is not able to be completed, the item will be removed.

How long do I need to wait after the award to hear from the supplier?

After you receive your award confirmation, our delivery team may take up to 10 working days to contact you.

How will I be contacted to book in delivery?

You will be contacted by telephone to book in delivery of your white good. Please ensure that the telephone number on your application is correct and that if you change your number you update this with us. If we are unable to contact you we retain the right to withdraw your award.

I no longer want to have the item delivered, can I cancel?

Yes. Contact us directly to request to cancel the item and we will withdraw this from your application. Please note this will not affect any other parts of your application.

My item hasn't been delivered yet, what do i need to do?

You will be contacted by telephone to book in delivery of your white good. Please ensure that the telephone number on your application is correct and that if you change your number you update this with us. If it has been more than 10 working days, call us and we will investigate with our supplier.

What do I do if I am told the item is now out of stock?

If you have been informed that your delivery can not take place due to lack of stock, please contact us and we will investigate the matter.

Will it be a fully qualified crewman that connects the item?

Yes. All connections will be completed by persons qualified to complete the connection.