We understand that some customers may be finding it harder to manage their energy bills. If you’re struggling or think your bill isn’t right, please contact your energy supplier directly. We partner with the below suppliers to help vulnerable customers.

• EDF Energy – visit edfenergy.com/for-home/help-support/help-centre or call 0333 009 6992
• E.ON Next – visit www.eonnext.com/help or call 0808 501 5200 or email [email protected]
• Scottish Power – visit scottishpower.co.uk/getintouch or call 03452 700 700
• British Gas – visit britishgas.co.uk/help-and-support/ or call 0333 202 9802
• OVO – visit https://help.ovoenergy.com/or call 0330 303 5063
• Rebel Energy – visit https://rebelenergy.com/ or call 0345 528 0195
• Utilita – visit https://utilita.co.uk/
• Tru Energy – visit  https://www.truenergy.co.uk/ or email [email protected]

Complete an application online with us today on www.charisgrants.com/individuals/#schemes-open

If your supplier isn’t listed above then, currently we don’t work with them. However, you can keep checking our funds on www.charisgrants.com/individuals/#schemes-open to see if funding becomes available. You can also visit their website directly for advice.

For the latest government financial support advice please visit here.

Alternatively, anyone can get free advice from the below organisations:

Citizens Advice – www.citizensadvice.org.uk/about-us/contact-us/contact-us/contact-us/
StepChange Debt Charity – Freephone 0800 138 1111 or www.stepchange.org/contact-us.aspx
Turn2Us National Charity – www.turn2us.org.uk/get-support
National Debt Line – Freephone 0808 808 4000 or nationaldebtline.co.uk
Advice UK – Freephone 0300 777 0107 or adviceuk.org.uk
Payplan – Freephone 0800 280 2816 or payplan.co.uk

Charis administer funds on behalf of some energy companies to help people who need support with energy bills and freestanding appliances. The funds we currently administer are:

• EDF Customer Support Fund – If you have outstanding debt and are a current customer of EDF you can apply for debt relief. You can also apply separately or with the debt relief for replacement energy efficient freestanding appliances.
• E.ON Next Energy Fund – If you have outstanding debt and are a current customer of E.ON Next you can apply for debt relief. You can also apply separately or with the debt relief for replacement energy efficient freestanding appliances.
• Charis Let’s Talk Energy Fund – OVO Energy Group & Rebel Energy have confirmed their support to households who may be struggling through our Let’s Talk Energy Fund.

Complete an application online with us today on our individuals page.

It can take up to 45 minutes to complete an online application if you have all the information to hand. Start your application today on our individuals page.

Due to high demand applications can take several weeks to process. Please keep checking the Charis website or your email inbox for application status updates. If we need more information from you, or have made a decision, we will contact you. Please make sure you have provided your supplier with up to date meter readings as this will make the process quicker.

If you’re using a mobile phone or tablet to upload documents, it’s useful to turn the device sideways (landscape) in order to fully view the screen for the file classification option to appear. Make sure you upload each document individually. Don’t create a ‘zip file’ as this will not upload. Alternatively, you can email your evidence using the information below:

EDF Customer Support Fund – [email protected]

E.ON Next Energy Fund – [email protected]

Let’s Talk Energy Fund – [email protected]

For more helpful tips please view our Application Advice brochure.

If you’re unable to upload copies of the documents using the portal then, another option is to reply to the email we sent and attach the documents. Remember to attach your documents before sending.

For more helpful tips please visit our brochure.

The information you have sent may not be acceptable, please double check the below and send it to us again:

• Check it has your full name and current address
• Check it’s no older than 12 months
• Check it shows your health diagnosis
• Check any payments show the amount and calculations
• Check your email or letter there may be a specific reason as to why we cannot accept the information
• Check to see if all pages of the documents are shown

We recommend all applicants complete a Budget Sheet. However, for some of our funds it’s mandatory. You can do this with a Financial Conduct Authority (FCA) approved Adviser, to find one near you go to www.fca.org.uk. All FCA approved citizens advice advisers provide a service which is free.

Let them know that you’ve applied, they may be able to add a hold to your account while your application is being processed. If you’ve been awarded you may need to contact your energy supplier, to set up a payment plan. Check your provisional award letter or email for details.

A provisional payment plan will temporarily replace any existing payment plan you may have. It’ll help prove that you can pay for your ongoing energy usage before being awarded. The energy suppliers want to help you to manage your ongoing usage to prevent you from getting into debt again.  All the provisional payments are dealt with by your energy supplier.

The payment plan is set up between you and your supplier, they will explain when your first and last payment is due. Remember to keep a note of this, and when payments have been successfully made, we’ll let you know when your account will be credited with the award amount.

When you’ve made the final payment within the provisional period it’s important to continue with your payment plan to in order to pay for your ongoing energy usage to prevent getting into debt in the future.

If your supplier goes out of business, Ofgem’s safety net will ensure you’ll always have an energy supply, click here for more information.’

Unfortunately we are unable to assist everyone. If you have applied with us or you do not meet any of the criteria but still need further support please see the below:

Alternatively, anyone can get free advice from the below organisations:

Citizens Advice – www.citizensadvice.org.uk/about-us/contact-us/contact-us/contact-us/
StepChange Debt Charity – Freephone 0800 138 1111 or www.stepchange.org/contact-us.aspx
Turn2Us National Charity – www.turn2us.org.uk/get-support
National Debt Line – Freephone 0808 808 4000 or nationaldebtline.co.uk
Advice UK – Freephone 0300 777 0107 or adviceuk.org.uk
Payplan – Freephone 0800 280 2816 / 0800 316 1833 or payplan.co.uk

The Let’s Talk Energy Fund is a winter scheme. If you are successful, there will be a limited time to accept delivery and installation of your household appliance before the scheme closes.

1. Agree to installation – the delivery team will not leave an appliance without connecting it in your home.
2. Be at home on the day delivery is arranged.
3. Check you measured correctly so the appliance will fit in its designated space

You will be contacted by the supplier so you can arrange delivery. This will be by text message, telephone or email and may include a link to the supplier’s website portal.

Please carefully read all the installation information on the supplier’s website by clicking the relevant link below:

• Hotpoint
• ao.com

You must contact the supplier before booking delivery if your home does not meet the connection standards.

The fund only provides standard freestanding household appliances. We cannot change the make, model, size, colour or type of appliance provided or accept additional payments towards alternative appliances.

We partner with several well-known delivery companies. If you need to get in touch with the supplier, follow the contact information on your text or email from the delivery company. If you don’t have this information, you can call:

AO:  01204 672 896

Hotpoint UK:

Main contact centre: 03448 224 224

Deliveries: 03448 11 12 11

Please remember to tell the supplier that you are a Charis customer.

Appliances will not be left in your home without being installed by the supplier’s home delivery team.

Our suppliers will disconnect and remove your old appliance for recycling.

Appliances are usually delivered to the application address. If you need to tell us about a change, please email [email protected] or call 01733 421069.

To rearrange delivery of your appliance please contact the supplier. If your delivery failed because connection couldn’t take place, please make sure any recommendations by the delivery team are made so that connection can happen. Only two delivery attempts will be made. If the appliance has not been successfully delivered and connected after a second attempt, the award will be withdrawn. This would not affect any other awards on the application.

Please let us know as soon as possible by emailing [email protected] or calling 01733 421069.

Carefully read all the installation questions on the supplier’s website and tell the supplier before booking delivery if your home does not meet the connection standards. You must be at home on the agreed delivery date.

Cooking

• Check you have the relevant gas and electric connections for a new cooker. Electric cookers need an isolation switch and usually a hardwired cooker outlet.
• There should be no wallpaper, fabric, shelving, cupboards or electrical sockets directly above or to the immediate side of the cooker.
• An electric cooker should replace an existing electric cooker and a gas cooker should replace your existing gas cooker.

Washing

• Check you have the relevant pipe work and electricity connection for a washing machine. The standard length from the back of the machine is 1m.

All Installations

• All pipes and sockets should be easily accessible and not blocked by cupboards or units.
• Remember- the delivery team cannot make any alterations to your existing plumbing or electrical connections.
• Please check you have a working gas and electricity supply and sufficient credit on a pre-payment meter, if you have one.
• A small lorry will be delivering your appliance so there needs to be space to park nearby and any parking permits provided.
• Make sure there is a clear pathway through the home to the room of choice.

• Please make sure you are at home on the agreed date.
• A small lorry will be collecting your appliance so there needs to be space to park nearby and any parking permits provided.
• Empty and defrost your old fridge, freezer or fridge-freezer before the collection date.
• Ensure the washing machine is empty and fully drained.
• Check there is sufficient access for the appliance to be removed and loaded onto the lorry.

Charis administer grants on behalf of some housing associations to offer a range of services to help people be the best they can be. We currently partner with:

• Clarion Futures– Clarion Futures is the charitable foundation of Clarion Housing Group. It’s designed to support residents and the wider community in a range of employment and training opportunities. Visit myclarionhousing.com/help-and-guidance/Jobs-skills-and-training/grants-for-work-and-business to find out more, or speak to an Employment Support Officer (ESO) or email [email protected] and they will help you with your training, employment or business journey.
• Sovereign – Sovereign grants invest in people who live in Sovereign homes and communities. They provide the tools to transform lives for the better and build a positive future. Find out what’s available for you and your community when you log into your account at https://my.sovereign.org.uk/communities

Charis partner with the Energy Suppliers, Fuel Bank Foundation, selected food banks, advice agencies and housing associations to help support vulnerable customers by giving them access to energy when they most need it.

You can, however this is a referral process and the application must be done through a selected food bank or advice agency or housing association. Tell the person referring you who your energy supplier is as this will affect the type of voucher you can receive. If you’re unsure who is authorised in your area to help, please visit your local Citizens Advice.

There are two types of voucher, so depending which one you have, will depend on where you can go to redeem it. You’ll need your email or SMS message voucher code with you and your meter key or card.

• Pay point voucher – You’ll need to visit your local convenience store or supermarket. Paypoint have a webpage which provides details of stores who have recently redeemed Energy or Cash vouchers and will be familiar with the process- https://consumer.paypoint.com/cashout
• Post office voucher – You’ll need to visit your local post office or a post office counter in a newsagents or other local convenience store. Paypoint and Post Office vouchers cannot be redeemed at Payzone outlets

British Gas and Scottish Gas customers can only use Post Office vouchers so double check who your energy supplier is. If you’ve got an incorrect voucher type and need to change it then you need to speak to the person who submitted the application and they will contact us directly to make a voucher change request for you.

If the application was submitted on Friday after 5pm, you may not receive it until Monday. Have you double checked your text messages, email junk or spam folder? Speak to the person who submitted the application and make sure the correct contact details were added as this is where the voucher would’ve been sent too. If for any reason the contact information on the application is incorrect, they will contact us directly to make a voucher change request for you.

Warm Home Discount is an annual government scheme where participating energy supplier’s credit £150 (including VAT) onto your electricity bill to help towards the cost of your energy bills, click here for more information.

If you live in England or Wales, you do not need to make an application, the DWP will tell your supplier directly if you qualify for £150 credit towards your bills. If you live in Scotland, check your energy supplier’s website for information on how to apply.

If you’re a permanent resident living in a Park Home in England, Scotland or Wales and pay your electricity direct to your park site owner you can apply for a £150 payment to help towards the cost of your energy bills. Applications are considered on a first come first serve basis. Check here for more information. ​

Charis partner with some Energy Companies to help qualify customers living in Scotland for the rebate of £150. We specialise in checking evidence for customers on behalf of our partners. Check below to see if we partner with your Energy provider. If we’ve contacted you asking for evidence, you must email us your evidence to be checked.

Don’t worry as there’s people you can contact for help. You can contact Pension Service or the Department of Work and Pensions (DWP) for benefit payment evidence. Please click here to request proof of a benefit letter. You can also contact your employer or payment provider for income evidence, such as wage slips.

If you’re struggling to stay warm this winter, please make sure you contact your Energy supplier to see if any other help is available, alternatively you can visit Citizens Advice or the Financial Conduct Authority (FCA). Click here for other help.

If your application for Warm Home Discount Scotland 2023/24 is successful, you’ll get your rebate by 31st March 2024. Usually, you’ll see a Warm Home Discount credit on your bill or statement. All rebates are made by participating energy suppliers. We don’t get involved in rebates unless you’ve been awarded as part of Park Homes Warm Home Discount.

The £150 payment will have your WHD reference number as the payment reference on your bank statement.

Thank you for responding to our request to supply documents to support your Warm Home Discount application. The Charis team are now working closely with your energy supplier to process your application. If we need more information, we will contact you, otherwise you’ll receive a decision by the end of March at the latest.

Ofgem announced in 2022 that the scheme would continue to run up until 2026. If you live in England or Wales the DWP will continue to tell your supplier directly if you qualify for £150 credit towards your bills.

If you live in Scotland, check your energy supplier’s website for information regarding qualifying criteria and how to apply.

Charis work with a specialist distributor who also provide support and the 1 year warranty on products. Please contact [email protected]

Products will take approximately 5 working days to be delivered. If after this time it still has not arrived, then please contact [email protected] who can confirm shipping status.

The Charis Shop is specifically designed to be a business-to-business platform. If you need individual support, we recommend you contact a local support agency such as the citizens advice, housing associations (for housing association tenants) or local charities.

Simply complete the very short form on the Charis website and one of the team will be in touch https://charisgrants.com/businessenquiries/