Money Matters & Financial Inclusion

Cobalt Housing manages around 6,000 social properties and has been an Energy Angels partner since July 2021.

A tenant had moved into their new home, with electricity fully operational. Shortly after, the power supply was unexpectedly cut off. The tenant’s energy supplier informed them that the property had been de-energised and it could take up to 14 days to resolve the issue – with a fee required to restore the supply and transfer the account holder’s name. Cobalt Housing couldn’t log a support ticket through the usual channels, as the property was no longer considered void. Faced with a frustrated tenant and no clear solution, the housing provider reached out to Energy Angels.

Utility issues can cause significant distress for tenants, especially when they suddenly find themselves without power in their new home. For housing providers, swiftly resolving such problems is crucial to ensuring tenant satisfaction and maintaining trust. Our leading void energy management service stepped in and handled the urgent situation with efficiency and care.

• Immediate contact with the energy supplier: We promptly clarified the situation and ensured the supplier successfully set up the account in the tenant’s name.
• Providing an RTI code: We allowed the tenant or Cobalt to collect a key, clearing the meter’s debt and providing some credit to immediately restore the electricity.
• Database update request: To prevent future issues, we requested that the national database be updated with the correct meter details and tenant account information.

• Immediate restoration of power: The tenant’s electricity supply was quickly restored, allowing them to use their home without further disruption.
• Tenant satisfaction: The tenant and our partner were both extremely satisfied with our speed and efficiency. Cobalt Housing said “it made a real difference”.
• Prevention of future issues: By ensuring that the national database was updated with the correct meter details, we helped prevent other potential disruptions.

The partnership with Energy Angels transformed Cobalt Housing’s approach to resolving tenant utility issues quickly and efficiently. Our dedicated team is ready to do the same for you, helping you streamline void energy management processes and enhance overall tenant satisfaction.

Leeds City Council owns more than 50,000 social properties and has used Energy Angels’ free void energy management service since October 2020.

A property needed urgent re-letting for a care leaver who was sofa-surfing. It lacked an electric meter, and although an appointment with the energy supplier was booked, the social worker and housing manager faced pressure to house the care leaver quickly. The council proceeded, but the appointment was missed, leaving the new resident without electricity. They tried to set up an account with the energy supplier, who requested payment for the meter installation. Council staff were unable to contact them for a resolution. That’s where Energy Angels came in.

Ensuring timely and efficient management of properties is crucial, particularly when housing vulnerable individuals. Leeds City Council, responsible for a large number of properties, faced significant challenges in addressing these urgent housing needs. We provided a seamless solution, demonstrating our commitment to customer-centric service.

• Immediate action: We took immediate action to put the property back into Leeds City Council’s name and secured an electric meter appointment the same day.
• Efficient coordination: The visiting engineer also identified a gas meter issue but was unable to resolve it. We reported this the next morning and arranged a fix.
• Timely resolution: The electric meter was installed, the gas meter issue was rectified, and the resident was able to move into the property on the same day.

• Quick resolution: Our swift intervention prevented further delays, ensuring the vulnerable resident could move in promptly.
• Cost savings: By resolving the meter issues efficiently, Leeds City Council avoided the potentially high costs of a new meter installation.
• Enhanced resident experience: The care leaver experienced a smooth transition into their new home, highlighting the council’s commitment to resident welfare.

Leeds City Council has modernised the way it manages energy issues in void properties. Council officers were able to save significant time and effort, and turnarounds were dramatically reduced. Contact us to see how we can streamline your processes and enhance your overall efficiency.

Hull City Council owns approximately 23,000 social properties. Since March 2024, Energy Angels has provided the council a free void energy management service.

When a Hull City Council property became void in mid-March, the inspection revealed that the meter had been tampered with. Previously, resolving such issues involved extensive efforts from council officers to liaise with energy companies, leading to additional costs and days added to the void turnaround time. Additionally, incoming tenants often had to deal with the hassle of setting up utilities, inherited debts, and ensuring a smooth transition into their new home. For the sake of both team and tenant satisfaction, the council turned to Energy Angels.

Efficient void property management is crucial for local councils and housing associations to minimise revenue loss. Hull City Council faced significant challenges in maintaining swift turnaround times for their void properties, especially when encountering issues such as in-debt, faulty and tampered meters. The introduction of Energy Angels provided a seamless and efficient solution.

• Easy reporting: The surveyor inspecting the property quickly identified the tampered meter and raised a ticket through our Energise portal.
• Prompt response: Energy Angels began supporting immediately. Within 90 minutes, an appointment was scheduled for an engineer to attend the property.
• Efficient resolution: The surveyor received a call 30 minutes before arrival. The tampered meter was swiftly exchanged, returning the property to lettable standards.

• Reduced turnaround time: The swift resolution of the tampered meter minimised the void period, ensuring the property was quickly available for new residents.
• Operational efficiency: Housing officers saved extensive time and effort that would have otherwise been spent contacting energy suppliers and managing the issue.
• Cost savings: The efficient process prevented additional charges and potential revenue loss, enhancing the council’s financial management.

Our partnership with Hull City Council revolutionised their approach to managing utility issues in void properties. Now, new residents enjoy a seamless transition with utilities set up from day one free from inherited debts – fostering a positive relationship with the council. Get in touch to start your journey toward similar results.