By The Energy Know How Team
We recently supported a client who is a single mother of two children living in a rented two-bedroom flat. She contacted our service because she was struggling to manage her energy bills and had fallen into debt with Octopus Energy. She explained that her monthly payments had increased significantly over the winter, and because she was already balancing rent, food costs, and childcare expenses, she had missed several payments. As a result, she owed over £900 and was extremely worried about disconnection and how she would cope financially.
During our conversation, she also mentioned that her home had developed severe damp and mould, particularly in the children’s bedroom and around the windows. She told me she often avoided using the heating because she was frightened of increasing her debt further. She was unsure what was causing the mould or what steps she could take to stop it. The situation was affecting both her mental wellbeing and her children’s health, as one child had begun experiencing coughing and asthma flare-ups.
We first reassured her that she was not alone and that support was available. We helped her contact her energy supplier to discuss an affordable repayment plan based on what she could realistically afford each month. We also checked whether she was eligible for any support schemes and advised her about the Warm Home Discount, fuel vouchers through local support services, and possible charitable grants available for energy debt.
To help reduce her ongoing energy costs, she was given practical energy-saving advice tailored to her home. We discussed using the heating more efficiently rather than turning it off completely, as keeping the property at a steady temperature can help prevent damp and mould from worsening. The importance of ventilation was explained, such as opening windows for short periods each day, using extractor fans while cooking or showering, and drying clothes in a well-ventilated area where possible.
We also advised her on steps she could take to manage the mould safely, including wiping away condensation from windows each morning, avoiding blocking air vents, and reporting the damp and mould issue to her landlord in writing. Since the property was rented, we explained that the landlord had a responsibility to investigate and address issues contributing to damp and mould, especially where it could affect health. we encouraged her to keep photographs and records of communication in case further action was needed.
Over the following weeks the team will stay in touch with her to see if she’s been able to agree on a manageable repayment plan and if she’s managed the mould in her property. After this conversation that we had, she felt less anxious knowing she had support and a plan in place