A married couple who were struggling to pay their energy bills say a weight was lifted off their shoulders after receiving vital support from a charity part funded by British Gas Energy Trust.

Despite owning their own home and being mortgage free, Harry* and Sheila* from East Sussex were concerned about their already limited finances due to uncertainty around the Winter Fuel Payment and the high cost of living.

Sheila has cancer, high blood pressure and a series of mobility problems, with Harry taking on the role of full-time carer.

The couple, who are in their seventies, contacted HARC – Hastings Advice and Representation Centre, a registered charity providing specialist welfare benefit guidance to people of all ages in the region, for support.

A trained benefits advisor began with a comprehensive telephone assessment of the couple’s financial situation. This initial review revealed they could be entitled to several key benefits – including Attendance Allowance, Pension Credit, and Council Tax Reduction.

The advisor made a home visit to assist Sheila with the Attendance Allowance application and helped the couple make a joint claim for Pension Credit over the phone. Recognising their immediate need, the advisor also arranged a fuel voucher through a partner organisation to ease the pressure of their upcoming energy bills.

At a follow-up visit, the advisor supported them in completing a Council Tax Reduction form. When Sheila mentioned the cost and difficulty of her regular hospital visits, the advisor connected them with a local voluntary transport service. They also explained that once Pension Credit was awarded, Sheila would be entitled to free travel to and from medical appointments.

As a result of the intervention, Sheila is now receiving Attendance Allowance. The couple are also getting Pension Credit and don’t pay any council tax. They also now get free travel to hospital.

Harry said: “You have taken so much off my shoulders by helping us claim these benefits. We did not really understand what they were and who could get them. We thought because we own our home we would have to sell it to survive. we now don’t need to do that. My wife can stay where she is and feels happier than she has been in a long time. She has stopped worrying about whether we can afford to get her to hospital or not.”

*names changed to protect identity

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