Support with an energy bill has helped one North Staffordshire resident take an important step towards getting his finances and wider circumstances back on track.

Stephen* initially contacted Citizens Advice North Staffordshire for help with a £2,000 energy debt.

The charity’s team, working under the Potteries Moneywise project, worked with Stephen to uncover a range of challenges affecting his daily life.

He was unsure how his bill had been calculated and how he should pay it. But as the team explored his circumstances, it became clear that the energy debt was just one part of a much wider situation.

Stephen had previously found it difficult to engage with other services and concerns had been raised about his welfare. Housing and social care professionals had struggled to maintain contact with him, making it particularly important for the team to build trust and understand his circumstances at Stephen’s own pace.

A home visit was arranged to discuss his energy debt and check on his wellbeing. Rather than focusing solely on his energy bill, the advisor took time to listen and understand what was happening in his life. Stephen explained that he had no family support and revealed the extent of the challenges he was facing. The situation raised concerns about his wellbeing, social isolation and living conditions, as well as his ability to manage financially.

Stephen’s home was affected by damp and he had no washing machine or cooker. He was struggling to manage essential utilities, maintain his personal hygiene and prepare food.

It also emerged that Stephen had not seen a doctor for around 35 years and did not currently have a GP.

With Stephen’s consent, the team contacted the local council’s adult social care team so his circumstances could be assessed and appropriate support considered. The team also helped him begin the process of reconnecting with healthcare by obtaining GP registration forms.

The support meant Stephen began to engage with services after a long period of limited contact.

He was also supported to understand his energy and other utility bills, including the difference between priority and non-priority bills, and was offered a food bank referral. With support, he was able to pay off his energy debt.

For Stephen, getting help with his energy debt provided an opportunity to connect with services that could support other areas of his life too. It also showed the importance of taking time to listen, building trust and looking beyond the immediate problem someone brings to an advice service.

In Stephen’s case, help with an energy bill became the first step towards building a wider network of support.

*name changed to protect identity