Customer thanks 'brilliant' energy advice service after issues with supplier

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A Housing Plus Group customer who was having issues with his energy supplier has thanked the group’s Energy Advice Service for getting his case resolved. 

Eric Cartwright, from Newport, had been trying in vain to get his supplier to sort out issues he was having with his new smart meters, but after months of chasing the issue, nothing had been done.

Eric, 72, was desperate for the problem to be sorted out as his degenerative arthritis meant he was having great difficulty reading his gas meter, which was located at ground level at the back of a pantry cupboard. He was also in remission from cancer and the constant back-and-forth with his supplier was causing significant stress.

Then, last October, Eric attended a ‘Let’s Talk Energy’ session at his local community centre, where he met energy advisor Chloe Ramsay.

Chloe took up Eric’s case and, after eight weeks of attempted contact with the supplier, was poised to take the matter to the Energy Ombudsman. However she decided to give the supplier one final chance to fix the problem, and was told the meters would be switched on remotely within the week.

To Eric’s surprise and delight, he got up the next day to find the meters working. He also received a £50 goodwill payment from the supplier in recognition of the inconvenience he had been caused.

27th June 2025