Spotlight on: Leicestershire Energy Support

Practical solutions with Michelle

I’m Michelle Hernandez and I am currently working on the Leicester Energy Support Project as an Energy Adviser.

My role is to provide practical, one to one support to people who may be struggling with their energy costs, worried about their bills, or finding it difficult to keep their home warm.

My service is about helping people understand their energy costs and finding ways to reduce them where possible. I look at their bills with them, check their tariff and payment arrangements, and help them understand whether there are better options available.

I also provide advice around energy efficiency and look at practical ways clients can make their homes warmer and more energy efficient. This includes looking at insulation, heating improvements or other measures that may help reduce energy use.

Another important part of my role is helping people understand what grants and schemes may be available to them. I support clients with insulation and heating concerns as it isn’t always easy for people to know what they may be eligible for or where to start. 

I also support clients who are having difficulties with their energy supplier, whether that’s a billing issue, payment problems or energy debt. The majority of my clients just need someone to help them understand what is happening and support them when dealing with their supplier.

What I enjoy most about my role is being able to listen to someone’s situation and find practical solutions. I find that every client is different, and sometimes a conversation and a bit of guidance can make a real difference.

The service is important because energy costs can create a lot of financial pressure and worry. 

Ultimately, my aim is to help people feel more informed, supported and in control of their energy costs, while helping them make their homes warmer and more comfortable.

Case Study – Ongoing energy concerns

A client contacted me feeling overwhelmed and anxious about an ongoing issue with her energy supplier. She had spent considerable time trying to resolve the problem herself, only to find herself going around in circles. Each conversation left her feeling more frustrated, with no clear solution in sight. 

I reviewed her situation, identified the root of the issue, and contacted the energy supplier directly. By asking the right questions, challenging the responses where necessary, and ensuring the case was handled correctly, I was able to move the issue forward quickly.

After two phone calls with the energy supplier, the issue was fully resolved.

What had seemed like a complex and exhausting problem became a straightforward process with the right expertise and persistence. Most importantly, she no longer had to spend hours on hold, repeat her story to multiple departments, or worry about what would happen next.

Instead of feeling anxious and overwhelmed, she felt reassured, informed, and confident that the matter had been dealt with properly.

What could have continued for months was resolved after just two well managed conversations with her supplier.

A month later I received a call from the client requesting another home visit. Her fixed-term contract ended, she felt comfortable having me return a few weeks later to discuss energy supplier comparisons. We found a suitable new provider, and she was able to switch within a matter of minutes, leaving her very pleased.