Changes To StayWarm

Former_E.ON_Company_Representative:_Malc

Susan1942 wrote: »

This is the first time I have ever know a company charge one price for the winter and lower for the remainder. I was only aware that you paid X amount throughout the year and that this took into consideration the amount paid for the whole year against how much electricity used and the cost of that.

Hi Sue

As backfoot says, I suspect this is down to our policy of aiming for as near to a zero balance as poss by the time of the annual review in the spring. Once this point is reached, payment arrangements are re-calculated over 12 months.

I don't know how significant this is but the person speaking to her called Linda said that on her Birthday she could ring her and offer a better tariffe. She may I guess be 80 in February is there another better tarif for those over this age??

Sue

Not absolutely sure what Linda was referring to here but sounds like she may have been talking about our Warm Assist tariff.

This product is designed for vulnerable customers over the age of 60 provided they are in receipt of certain benefits or meet other qualifying criteria.

Warm Assist gives 15 per cent discount off our standard prices.

However, once a customer turns 80, they can go on this tariff regardless of their situation.

Like Staywarm, this tariff doesn't appear on the comparison sites. Your friend would, therefore, need to talk to us about it. Comparisons with other suppliers will also need to be done manually.

Hope this makes this a little clearer Sue. Give me a shout if I can help further as always happy to do so.

Malc

Susan1942

Thanks Malc

Sue

Mrshorthouse

Malc

My Dad who is 84 has just started using gas. He is now on Age UK reward but would the Warm Assist tariff be a better deal for his dual fuel option ? I did not think StayWarm was the best deal either.

Former_E.ON_Company_Representative:_Malc

Hi Mrshorthouse

As your Dad's over 80, he may well qualify for Warm Assist.

Warm Assist is a product designed for our more vulnerable customers. It's based on our standard prices less a flat discount of 15 per cent regardless of the region.

Your Dad needs to have been our customer for 12 months or more and there can be no more than 2 occupants at the property.

Customers younger than 80 also need to be in receipt of certain benefits to be eligible. However, as your Dad's already past this age he should be ok.

It's currently an ongoing tariff with no set end date or cancellation fees.

We also work with customers to improve their energy efficiency and offer to carry out a free home survey to help with this.

Before deciding, it's always best to check out the entire market to see what's available. Pop your Dad's usage figures on to one of the comparison sites to see what's out there. However, you'll need to calculate the Warm Assist price manually as this tariff doesn't appear on the comparison sites.

Hope this is useful Mrshorthouse. Give me a shout if I can help further as will be happy to do so.

Malc

Mrshorthouse

Malc

It looks like I need to speak to the sales advisor again as the "best deal" may not have been just that.

Thank you.

Former_E.ON_Company_Representative:_Malc

Hi Mrshorthouse

Probably best to talk directly to the team who look after Warm Assist. They'll have all the details to hand and are better placed to advise.

Warm Assist is a bit of a specialist product aimed at a particular group of customers and, as such, has a dedicated team looking after it.

Contact details are on our website under Products & Services.

Hope this helps.

Malc

backfoot

Further to the previous correspondence with Malc, there is a development on my mother's account.

Having rejected the Staywarm price increase, we commenced a switch to Scottish Power. I tried to coincide the switch with the end of the Staywarm Contract which I assumed was 30/11/11.

The actual switch was 25/11/11, which was very pleasing and meant that we had a clean switch without the arguments about the daily rate during December. (see earlier posts). We may have missed out on a few days consumption covered by the November Staywarm payment but the precise timing was out of our hands.

Mom rang me today to say that a final account for £33.92 had been produced. No breakdown of the charges just a statement saying this was the amount apportioned. :eek:

p.s.Rang staywarm.

They claim that the contract ended on 15/11/11 although there is no reference to a specific date in the renewal document, only a whole month.They have also charged the daily rate at post increase rates.

Malc, could you look into this and tell me :

1. Where in this year's Renewal document does it refer to the 15th or a specific date?

2. Do you consider that Eon should be sending out a bill for £33.92 to elderly people (or anyone) without any detail of what those charges are? e.g. days times a rate per day?

3. Why our e mail rejecting the price increase was ignored in relation to post contract charges?

I have sent you a private message with the account details, so you can investigate ,please.

Former_E.ON_Company_Representative:_Malc

Hi backfoot

Sorry for the late reply. I finished for Christmas on 22 December and only returned today.

I've not received anything from you unless one of my forum colleagues picked it up in my absence. Can't ask them at the moment as they're not back until tomorrow/Wednesday. Will check then.

Malc

backfoot

Thank you Malc.

I have just received a message from the Staywarm Team which is completely to our satisfaction.:)

Former_E.ON_Company_Representative:_Malc

Great news backfoot. Glad you've had a satisfactory outcome.

Malc