We have supported more than 3,400 people in crisis since the start of the year. That’s people needing immediate help to keep their homes warm and safe during the coldest and darkest months. The Extra Help Unit is a statutory service delivered by Citizens Advice Scotland, supporting people and small businesses in vulnerable circumstances with energy issues across Great Britain, and with heat networks in Scotland.  

So many of those we’ve helped were struggling with energy debt and affordability. This includes people who have had to go without any heating or electricity. Imagine that for a moment. While spring is around the corner, living in Scotland means most of us still need to pop the heating on. But those who self-disconnect don’t have that option and face many more weeks of misery while sitting in cold, dark homes.  

It’s perhaps no surprise then that when people reach us, they are generally desperate and often exasperated. That’s why the team is trained to listen and respond with compassion and seek to understand how they can best advocate for that person to have the best outcome.  

People often don’t trust energy suppliers or are reluctant to engage or share difficult personal circumstances with them. This is where the value of an independent voice like ours really makes the difference. We bridge the gap and help repair or reset relationships with energy suppliers and help people find a way forward. 

There is currently a lot of discussion about improving the timescales for resolving complaints in the energy market, which is a fair aspiration. However, we believe that putting people first and getting the right outcome should remain the top priority.  

We know that 75% of people using our service have mental or physical health conditions, and in almost 20% of cases, there are children under the age of five in the household. Allowing people the time and space to express the challenges they are facing makes the critical difference in achieving a sustainable resolution.  

You also can’t expect someone in vulnerable circumstances to always be able to deal with a complex billing issue on their own. Or to have knowledge of the energy industry that enables them to challenge and understand whether their supplier is fair and reasonable. Recently, we were contacted by someone who believed they were in debt to their supplier and couldn’t afford to top up their prepayment meter. When we investigated it, we discovered the debt was in fact owed by the previous tenant and the issues had arisen due to the change of tenancy. This error would not have been identified had the person not reached the EHU. 

Untangling complicated issues and de-mystifying the terminology that’s so often used in the industry are all key elements of the EHU service.  

With UK energy debt over £4 billion and rising, it’s more crucial than ever that people get the right support, at the right time, in the right way. That’s what the Citizens Advice network and its EHU deliver, and we’re determined to continue giving people a voice and securing the best outcomes for all.  

Natasha Gilmour is head of the Extra Help Unit (EHU) at Citizens Advice Scotland

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