Is there help for my disabled gran without her winter fuel allowance?

Q. My grandmother is one of the many pensioners who has lost her winter fuel allowance. She is 78 and gets the full old state pension, having worked all her life, and has a civil service pension that pays about £7,000 a year. The income puts her about £80 over the weekly threshold to claim pension credit and losing the winter fuel allowance will be a big hit for her.

She has been disabled for a long time and has additional health complications which means her carers help her to have a shower twice a day. This has a knock-on effect on her utility bills. A friend said she might be entitled to extra support towards energy bills because of her situation, but I haven’t been able to confirm that. She gets a mobility allowance but nothing else. This is causing her great anxiety and I know she will resort to turning the heating off, which is really worrying. If you know of any support available, we would be very grateful.Carys, Shropshire

Martyn James replies

Since the government announced that it was cutting the winter fuel payment for pensioners who don’t qualify for pension credit, I’ve been flooded with inquiries from people who are worried about being able to afford their energy bills this winter.

In addition, the rise in the energy price cap from October 1 means that bills are predicted to go up by 10 per cent to an average of £1,717 a year, with further rises forecast in 2025.

But the winter fuel payment isn’t the only option available to help reduce your grandmother’s bills. There are other benefits, grants and schemes. Firstly, have a look at the regulator Ofgem’s website, ofgem.gov.uk. It has a guide that lists all the grants and schemes available. The website also sets out what you can expect your energy firm to do if you call them and say you can’t afford your bills.

If you need some help getting started, fantastic charities like Scope and Citizens Advice can advise you about the benefits and help that your grandmother will qualify for. She should also be added to the Priority Services Register. This is a free service where people can get additional support with a utility bill — not just gas and electricity. Your grandmother’s age and disability qualify her to go on the register, but many other people may also be able to get help, depending on their needs.

Contact the energy supplier and say you want your grandmother to go on the register. Once on, the energy firm must prioritise your grandmother’s situation and make allowances for the expenses relating to her specific needs. If a firm knows a customer is on the register, it must also provide help and assistance if bills are not affordable.

• Winter fuel payments for pensioners explained

Energy firms should offer a tailored plan to support vulnerable customers like your grandmother. Ofgem recommends steps such as reviewing payments, offering payment breaks or reductions, extending payment deadlines, providing access to hardship funds, and giving advice on cutting energy usage.

Energy suppliers also have energy or heating grants for their customers. Apply through the energy firm to see if your grandmother qualifies. The Warm Home Discount Scheme is due to reopen in October 2024. This is a discount applied directly to energy bills. You can find out more on the gov.uk website.

I appreciate that the scope of these schemes and discounts can be overwhelming. So speak to the charities I mentioned to get some advice about the help that is available. You are not alone.

Martyn James is a consumer rights champion, covering everything from energy bills to cancelled flights and pothole claims