Below are some case studies that we feel highlight the depth of service SWLEAP offers and the impact we have made through this partnership.
Mrs H - English as a second language speaker with health issues

Background
Mrs H lived in a 4-bed privately rented house with three of her adult children who were still in education. She had built up debt of over £11,000 partly because of her low income and partly because one of the children had recently moved out but the council had not applied a rent reduction.

How we helped
Our SWLEAP energy adviser completed a discretionary funding form for her and requested, via a local councillor, that the Council move her to a smaller property. She was awarded over £5,000 of discretionary funding from Wandsworth Council after providing proof that her child had moved out. Her rent was also reduced to almost a third, £756 from her previous rent of £2,000.

SWLEAP referred her to Citizens Advice to support her with applying for universal credit and a fuel voucher (£89) in her new property whilst she sorted her finances out and to the charity South West London Law Centres to attempt to have £4,000 of utility debt waived.

​Year one savings on actions taken
£20,059 and Mrs H will benefit from a £14,928 annual rent reduction for many years to come.

Outcome and key takeaways
This case demonstrates the strong links and support we have from local councillors which resulted in the client receiving life changing sums of money and shows how important our telephone advice service can be for complex cases.
Mr and Mrs A - pensioners with health conditions

Background
Mr and Mrs A are pensioners (70+) struggling to pay their bills. They came to visit us at one of our free energy advice sessions held in community buildings across south-west London. Mr A suffers from mobility issues, fibromyalgia and bowel disease and he is also the primary carer for his wife who is currently undergoing cancer treatment. Both illnesses are exacerbated by cold weather. The gas boiler in their property is inefficient and breaks down frequently which is resulting in high maintenance costs. The increase in the cost of living, increased costs of care and the efficiency of the property have made things even more difficult. 

How we helped
During the advice session, on inspection of Mr & Mrs A’s bills, the energy adviser concluded that they could be entitled to further support through grants offered by their energy provider and via the Thames Water Help scheme for his water bills. The energy adviser completed the necessary application on the couple’s behalf. As a result, they were awarded £1,200 off their gas bill and a 50% discount off their water bill, which amounted to a £145 reduction. 

Following the advice session, Mr & Mrs A also received a free home energy visit from SWLEAP. Here, we were able to install small measures, such as draught proofing for windows, and Radflek reflectors for external-facing radiators in their home. These small changes will lead to a saving of £40 per year.

During the home visit, we also offered advice on how to best manage heating controls and reduced their boiler flow temperature to 60º, resulting in a predicted £108 saving over the course of the year. The energy advisor was also able to help address some of their less efficient energy behaviours, such as heating unoccupied rooms and leaving appliances on stand-by, helping them to make further savings in the long run.

Finally, Mr A was referred to receive a free benefit check via Citizens Advice to see if they could be entitled to further funding, and was added to the Priority Services Register for vulnerable utilities customers. They were also referred to local ECO installers to check their eligibility for a replacement boiler and windows.

Year one savings on actions taken
£1,363

Outcomes and key takeaways
This case study illustrates the breadth of support our home energy advisers offer. This includes the installation of energy saving devices, behavioural change, energy debt relief and signposting to ECO funding. 
Mr M - Full-time carer

Background
Mr. M, full-time carer for his wife, faced significant billing issues that resulted in a disputed debt of over £7,000. Despite regularly submitting meter readings, his energy provider failed to apply them to his account, instead issuing estimated bills.

The issues
  • Ignored meter readings: Mr. M provided regular meter readings, but his energy provder continued using estimated usage figures.
  • Sudden debit balance: In November 2022, his account showed a credit of £468.04. However, a disputed meter reading in January 2023 led to an unexpected debt of £4,373.48, which later increased to over £7,000.
  • Debt escalation: The unresolved billing dispute resulted in the case being handed over to solicitors, adding further stress.
  • Emotional and financial impact: Mr. M felt overwhelmed and isolated by the situation, struggling to get clear answers from British Gas or their solicitors.

How we helped
Despite attempts to communicate with his energy provider and solicitors, both parties were unhelpful. However, persistence and advocacy led us to review the case. Using back-billing rules and requesting a full investigation —Mr. M’s charges were reassessed.

​Year one savings on actions taken
£5,000 reduction in outstanding balance and eligibility for additional financial assistance.
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Outcome and key takeaways
  • Debt reduction: Mr. M’s outstanding balance was reduced by over £5,000.
  • Affordable payment plan: He was able to set up a manageable repayment plan for the remaining balance.
  • Further support: With the new balance, he became eligible to apply for additional financial assistance, including a trust fund.
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