Mr I from London is a carer for his wife. He contacted Connect for Help for support and advice because his boiler was unreliable, making it difficult for him to bathe his wife. Mr I is on a low income and couldn’t afford to replace the boiler and wanted advice on optimising warmth in the family home.

Our Connect for Help advisors started by tackling the issue with the broken boiler and immediately referred Mr I into the ECHO emergency boiler repair and replacement programme. We also made some tailored energy efficiency recommendations, including in-expensive energy efficiency measures that would be suitable for the home. Our advisor also signposted the resident to their water company’s social water tariff, to ensure they are on the lowest water rate.

Mr I contacted Connect for Help to say his new boiler replacement was quick and installed successfully. He also said: “I’ve been so pleased with the service. I received lots of useful advice, the advisor I spoke with was very friendly, didn’t rush anything, was full of information and helped me feel comfortable. At no point did it feel like a tick box exercise.”