Cost of Food and prepayment meter issues during the summer
The cost of energy and food is so high now. With the kids home from school for the summer, I’m having to pay more for food. I’m on a prepayment meter and I’m really scared we’re going to be left without any gas or electric if I can’t top up. What can I do?
First of all, I’m really sorry to hear how tough things have been for you. You’re doing the right thing in reaching out for support and there are things you can get help with.
As a prepayment customer, your supplier will be able to give you temporary credit if you can’t afford to top up. You can call and ask them to do this. If you run out of temporary credit, speak to your supplier to explain your situation. They may give you extra credit if you’re struggling with living costs, if you’re disabled, have a long-term health condition, or have children under the age of 5. You’ll have to pay back anything extra you get, but you can agree how to do this in a way you can afford.
You might also be able to get a fuel voucher to add credit to your meter. Contact us on 0808 278 7868 Monday to Friday 9.30am to 3.30pm or use the contact form on our website suffolkwestcab.org.uk to ask. If you can’t afford to buy food, we can help you get a referral for a food bank or food voucher.
If you pay council tax and you’re in bands A-D, you should get a payment of £150 automatically. It could take until the end of September, but if you've not had it already you might need to make a claim. You can check how to do this on your council's website.
There’s more support from October, including a £400 payment to help you with your energy bills. If you have a prepayment meter, you’ll get vouchers in the first week of each month from October, via SMS text, email or post. Make sure your energy company has your up-to-date details.
To help manage other costs, it’s also worth checking you’re getting all the benefits you’re entitled to. There are benefits calculators you can use online. On the Citizens Advice website, there’s advice on how to reduce living costs and information on other ways to increase your income.
Do contact us if you need our help.
Are you worried about delays when traveling in the school holidays?
I’m due to fly to Spain during the school summer holidays. After hearing about all the problems at airports, I’m really worried. What do we do if our flight is cancelled or delayed?
If you face issues, the Citizens Advice website has lots of information about what to do when your flight is delayed or cancelled.
If you’re already at the airport when they announce the delay, the airline should give you food and drink, access to phone calls and emails. You should also get accommodation if you’re delayed overnight (including journeys to and from the airport). They will only refund ‘reasonable’ expenses, not expensive meals or luxury hotels.
A short flight only needs to be delayed two hours, whereas a flight of more than 3,500km needs to be more than four hours. Full details on the Citizens Advice website.
If your flight is delayed for more than five hours, you don’t have to take it. The airline legally has to give you a full refund for that flight (and any onward flights and return flights if you’re part-way through a connecting journey).
If your flight is cancelled altogether, you’ve a legal right to either a full refund or a replacement flight to get you to your destination. The refund includes any onward flights and money for a return flight if you’re part-way through a connecting journey.
Don’t just rebook another flight yourself - check with the airline first because it’s their responsibility to sort out your replacement. If you do have to rebook it yourself, keep any receipts and evidence of why the airline couldn’t do this for you, for example screenshots of live chats. If the cancellation ends up delaying you getting to your holiday by two or more hours, you’re entitled to help with costs.
Check if you’re entitled to compensation for a delayed or cancelled flight (Citizens Advice website has details). Also check if you can claim on your travel insurance.
Call us on 0808 278 7868 or contact via our website suffolkwestcab.org.uk for more help.
worried about using tradesmen?
I’ve got loads of problems with my house that I’ve been putting off fixing - a faulty boiler, a window that won’t shut properly, broken light fittings. I want to sort it out but I’ve had bad experiences with tradesmen in the past. How do I find someone I can trust?
First, find a Trading Standards ‘approved trader’. You can look for one in your area online or use the Government’s approved trader scheme TrustMark.
It’s also worth checking if they’re a current member of a trade body. Trade bodies have codes of practice and can help resolve problems if things go wrong.
For any gas and electric fixes, only use certified traders. You can check the Gas Safe Register for a list of traders and use a registered electrician who can certify their own work.
It’s always helpful to get references or recommendations from friends and family where possible.
When you find someone, ask for written quotes from several contractors to make sure you’re getting a fair price. A quote is legally binding and the tradesperson can’t change it without a good reason.
Next, get a written contract. This should cover exactly what you’re paying for and everything you’ve agreed on, including timings, payments, who will pay for materials and any subcontractors if needed. When it comes to payment, it’s best to opt to pay in stages rather than upfront. Try to pay by card if you can - this can give you extra safeguards if something goes wrong.
Finally, make sure your trader is fully insured. Keep copies of receipts and your written contract. These will be important as evidence if things go wrong. It’s also helpful to take photos of any problems if they arise.
If you have a problem with a contractor and you’re not sure what to do, call us on 0808 278 7868 or contact us via our website https://suffolkwestcab.org.uk/contact-us/
Unfairly treated at Job Interview ?
I applied for a job at a local pub which offered National Minimum Wage. I did an interview and at the end the manager asked me how old I was. After telling her I was 25 she told me it would be unlikely I’d get the job because they wouldn’t be able to afford to pay me the required wage. She said she would prefer to hire someone younger. Is this legal?
Nobody should be asking you how old you are in a job interview. Being 25, you’re entitled to the National Living Wage. On the Citizens Advice website there are full details of the wages people are entitled to by law. But these rules shouldn’t mean employers avoid hiring people because of how old they are. That’s known as ‘direct age discrimination’ in the Equality Act 2010. You’re also protected by the National Minimum Wage Act 1998, which says employers can’t not hire you (and they can’t fire you) because your age means you’re entitled to a higher rate.
We have a lot of information on our website about what to do if you’re being treated unfairly when applying for a job. If you’ve been discriminated against, there are steps you can take to either get compensation or convince the person to give you a job.
Make a note of what happened as soon as you can - noting down exactly what you were asked and any other remarks the interviewer made. This will be useful as evidence later.
Next, you should write a letter of complaint to the employer, keeping a copy. There’s advice on the Citizens Advice website on what this letter should include and you can also speak to us to get help writing it.
If the letter doesn’t get an outcome you’re happy with, you could take the employer to an employment tribunal. You do this by contacting Acas and telling them that you intend to bring a claim.
For more advice on your rights when searching for work call Citizens Advice on 0808 278 7868 or contact us via our website.
Concerns on mail order delivery?
I’ve been a bit anxious about going out into shops so I shopped online, but am worried about delivery problems. What should I do if my parcel has gone missing?
When you’re online shopping, it’s not always clear whom to contact if things go wrong. As a customer, your contract is with the seller that you bought the item from. It’s the seller’s responsibility to make sure the item is delivered to you. They should chase the courier to find out what happened to your order if there’s a problem.
If your parcel hasn’t arrived:
- Check the delivery address you gave the seller.
- Then contact the seller and ask where your order is.
- If the seller claims they've delivered it or doesn't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances where the delivery time was essential and you let the seller know ahead of time. If the new delivery fails to come within a reasonable time, you can ask the seller for a refund.
If Royal Mail left your package with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost. If they leave it somewhere you hadn’t instructed, it’s the seller’s responsibility if it gets lost. You should contact the seller to ask for a redelivery or a refund.
If the item was delivered by a courier, check your terms and conditions or account details. If you agreed to the items being left in other places, it’s not the seller’s or courier’s responsibility if your order has gone missing. However if you did not agree to this, then it is the seller’s responsibility.
If you’re still having trouble after trying the tips above, you can contact the Citizens Advice 0808 278 7868 Monday to Friday 9.30am to 3.30pm for help.
