After last winter, I’m really worried about falling behind on my energy bills again as we head into the colder months. We’re careful about what we use but with small kids it’s hard. What can I do if I’m struggling to keep up with payments?

It’s understandable to feel anxious about energy bills at this time of year. If you’re struggling to afford your bills, it’s important to act quickly; support is available and there are things you can do to ensure you’re not overpaying.

The first thing is to contact your energy supplier – they’re responsible for helping you come to a solution, like setting up an affordable repayment plan if you’ve fallen behind. 

Energy bills can go up and down for many reasons, and if you think your bills don’t look right, you should check to see if they’re based on accurate readings. You might be getting estimated bills if your smart meter has stopped automatically sending readings, or if you have a non-smart meter and haven’t sent a reading for a while. 

If you see the word “estimated” or the letter “E” next to the readings on your latest bill, that means it’s estimated. If this is the case, submit an up-to-date reading to get an accurate bill. A working smart meter does this for you, so if you have one and suspect it’s not automatically sending readings, or if you’d like to get one installed, then speak to your supplier.

To help make your home easier and cheaper to heat, you might be able to apply for support with the cost of energy efficiency upgrades like insulation, a new boiler or a heat pump. Schemes like the Energy Company Obligation (ECO) scheme or Great British Insulation Scheme (GBIS) are run by energy suppliers and local councils.

You may also be able to find grants run by your local council to help you pay your energy bills. These are usually for emergency situations, like if you’ve lost your job and can’t afford to top up your meter. You’ll need to search for these on your local council’s website, which you can find on GOV.UK.

If you’re behind on your bills, you might be able to get a grant to help you pay off your debt. You’ll need to get debt advice before applying and can do this through organisations like Citizens Advice. You can also check which grants are available on our website.  

If you need extra non-financial help – for example, because you’re disabled or of state pension age – you can apply for support from your supplier through the Priority Services Register (PSR). Being on the register means your supplier can take readings for you if you struggle with this and there’s no one else who can do it for you, and ensures your bills are in a format you can understand. See the full list of eligibility criteria and how to sign up on the PSR website. 

Remember, you don’t have to face this alone. If you’re struggling to afford your energy bills, visit the Citizens Advice website or call the Citizens Advice Ipswich Energy Advice helpline on 0808 189 6550.  

I’m starting to book tickets for Christmas events, but I’ve seen lots of stories in the news about people being left out of pocket if these are cancelled at the last minute, which is making me nervous. How can I get a refund if this happens to me?

Keep an eye on the organiser’s website and social media profiles for all the latest updates. You won’t be entitled to a refund if you change your mind about going or realise you can’t go anymore – but if an event is cancelled, your refund rights will depend on how you bought the ticket.

If you bought your ticket from an official seller and the organiser cancels, moves, or reschedules the event, you should get a refund. The official seller is the best point of contact to ask about how to get your money back.

If you’re having no luck getting a refund, check to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If they are, you can use STAR’s complaints procedure. STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.

You’ll probably only get the face value of the ticket back – the amount printed on it. Some sellers might refund postage if, for example, the event is cancelled before the tickets are sent. If you had to pay any booking or card fees, you might not get those back.

If the official seller isn’t a member of STAR, check how you can solve an ongoing consumer problem with a business seller. You may also be able to get your money back another way, such as through your credit card company.

If you bought your ticket from a ticket-reselling website, refunds will depend on the site’s terms and conditions.

If you bought from a private seller and the event is cancelled or rescheduled then it is unlikely you will be able to recover your money. We still recommend you contact the seller.

Be aware of scams. Unfortunately we’ve found that in these situations scammers can prey on those who are affected.

If your event is cancelled and people or companies get in touch to offer their services to try to recover money on your behalf, be alert and make sure that you’re looking out for the signs of a potential scam.

For more information on getting a refund, take a look at the Citizens Advice website.

Ask Citizens Advice… How can I protect myself from parcel delivery scams?

I got a text asking me to click on a link to reschedule a parcel delivery I’d missed. I was waiting for a parcel from Royal Mail at the time, so I clicked on the link and was asked to make a payment. Luckily, my daughter told me the text is a scam and to ignore it, but I almost gave away my personal details. How can I spot the signs of this type of scam myself in the future?

Parcel delivery scams are becoming increasingly common. Ones involving texts and emails are known as phishing scams, and aim to trick you into giving away your personal information and financial details, so your bank account and money can be accessed.

One way scammers do this is by enticing people to click on links, which can lead to fake websites, in the hope that this information will be entered.

While scammers can pretend to be from any parcel delivery company, many of them choose Royal Mail because it’s the largest delivery company in the UK. This means the chances of scammers contacting someone who receives parcels from Royal Mail, is higher.

These scams can be in the form of a text, or an email or phone call. There are also reports of fake ‘Something for You’ cards, which Royal Mail leave when a delivery is attempted, but no-one is home.

Here are some tips on how you can stay vigilant and spot the signs of a parcel delivery scam, and other scam messages:

• If you’re waiting for a parcel, and get a message that asks you to pay to get it, or reschedule the delivery, it’s usually a scam.
  
  
• Don’t click any links or attachments in the text or email. Delivery companies won’t ask you to pay them through a link in an email or text.
  
  
• Parcel delivery scammers often pretend to be from an organisation like Royal Mail, and can try to make you click on a fake version of the company’s genuine website, which asks for personal information or login details – these can appear real.
  
  
• To check if a link is genuine, hover your mouse over the link without clicking on it, or press and hold on the link on a mobile device. You should be able to see the address the link goes to, and check it’s the same as the company’s official website address.
  
  
• Make sure you check the address carefully – fake link addresses can look similar to the genuine address.
  
  
• Other signs of a message that is a scam include bad spelling and grammar, and when it starts with a general greeting instead of your name. But, scam messages can sometimes be sophisticated – so don’t rely on obvious mistakes only.
  
  
• If you get an email, check if the email address matches the sender’s name or organisation – you might have to click on their name to see the email address.
  
  
• If there’s something you’re unsure about, don’t feel pressured to act. You can find the official details for the company the person who has contacted you says they’re from, and ask the company if they’ve contacted you.
  
  

Royal Mail has a helpful page on its website of examples of delivery scams, including text messages and emails people have received.

You can check if you think something you’ve seen online, or in a text or email you’ve received, might be a scam, using an online tool on the Citizens Advice website. If you have been scammed, you can report it on the Citizens Advice website, and check what else you need to do – including protecting yourself from further risks.

Being targeted by a scammer or falling victim to a scam can make people feel anxious or embarrassed, but it’s important to remember scammers are clever and scams can happen to anyone. Reporting them helps track down and stop scammers, and prevent other people from ending up in the same situation.

Why volunteer with us?

Our core team is the beating heart of our service and the additional volunteers who have joined us are helping us to get fighting fit for the help people across the Ipswich area need a this time of shrinking budgets and rising prices.

We asked a couple of recent volunteer recruits how their training is going so far:

Q      What made you want to volunteer with us?

“I think Citizens Advice provides a very necessary service and I thought my experience as a Social Worker would be useful.”

“There’s too much social injustice in the world.”

Q      What were you most worried about before you started your training?

Our volunteers come from all types of work and life backgrounds. One volunteer answered that they were worried they wouldn’t be up to the job, and another said: “Having been in management for many years that I would have lost my ability to work with people face to face.”

Q      Were these fears justified?

As their training progresses, volunteers find their feet at various rates. One answered that they were not sure yet but they are reasonably confident, and another said: “No, I find I really enjoy working with the people who come to Citizens Advice.” 

Q      How are you feeling about it now?

“I really enjoy working with the people who come to CA and the huge variety of issues. I learnt a lot from the training and the staff in the office are very helpful. I learn more every session that I do.”

Q      If a friend asked you what it was like, what would you say?

These were some of the responses:

Interesting, intellectually stimulating, personally rewarding and very worthwhile. Also enjoyable.

Q      Would you recommend it to them?

Of course, this depends on the person, said one volunteer, and another answered: “Definitely!”

If you would like to find out more about the volunteering roles we have at Citizens Advice Ipswich, email us at training@ipswichcab.org.uk

Nicky Willshere, CEO, shares her highlights in this Q & A

Our year in numbers

How does 2024-25 look now that it is over?

In our 50^th anniversary year Citizens Advice Ipswich made a huge difference to the people of Ipswich. I am pleased to say we achieved record income gains for our clients across all the teams. Obviously, this is great news for our clients, but it is also worth remembering that this money then also benefits the local economy.

Over 9,100 clients were supported by us in 2024-25 of which over 3,500 are disabled or living with a long-term health condition. 2,700 clients came to us needing charitable support and grants and in total we recorded £2.57 million income gain for our clients.

Our core team is the beating heart of our service and the additional volunteers who have joined us are helping us to get fighting fit for the help people across the Ipswich area need a this time of shrinking personal budgets and rising prices. This team secured income gains of over £216,000 for 1,875 clients before referring those who needed more support to the specialised advice teams.

Our Welfare Benefits team achieved over £1million income gain through benefits appeals. This staggering figure has risen so high, due in large part to long waiting times for cases to be reviewed by the DWP which has left people in hardship for many months.

In a year when energy debt was the highest single issue clients needed help with, our Debt Advice team supported clients to write-off of over £500,000 debt for clients struggling to keep their heads above water and our Energy Advice Caseworkers helped clients apply for grants and make savings of over £440,000 on energy costs.

The social prescribing teams – Connect for Health, REACT and Long Covid – continue to make a real difference for clients who are referred by our health colleagues gaining income of £750,000 for the 1,750 clients ranging in age from 15 – 104, helping with benefits claims, employment issues brought on by their conditions as well as referrals into community agencies for support with social isolation and mental health.

But it isn’t just about money, what other issues did clients bring?

Our teams supported clients with housing, employment, relationship, consumer immigration and utilities queries throughout the year. This table shows the full range. And of course, people also used our website to get information on the problems they are facing.

How is the organisation coping with the increased need?

The rise in complex housing (1200 clients) and employment (600 clients) issues borne out of worries over no fault evictions, housing shortages in all sectors, poor states of repair in the rental sector, precarious employment worries and contract and pay concerns has led us to take the bold move to create a Housing and Employment Specialist Adviser role to offer a more in-depth service.

Our refreshed training team are training up new volunteer recruits regularly through the year as well as refreshing the training for all members of the advice teams.

National Citizens Advice undertake regular organisational audits of all the local offices and I am very pleased that we were awarded GREEN across the board, which is the best result this health test can deliver. My thanks go to the whole team for their dedication to getting it right for so many people. We of course continue to shape and develop our service to make sure it is fighting fit for the challenges we know will be coming at us this year and into the future.

And what about the coming year and beyond. What are your priorities?

The Trustee Board and I have clear priorities for the coming year:

Funding: I am delighted that all our funded projects continue this year, and we have taken on additional outreach alongside the Top-Up Shops across the town. Our corporate funders understand the value that our advice can bring to their customers and we are reviewing our advice delivery and recording processes to ensure we continue to meet the highest possible standards and that this is reflected in customer satisfaction ratings for us and our funders.

Building for the future:  we will work hard to maintain our standards through the upcoming local government review which will bring knock-on effects for us and other community groups demanding joined up working and new ways of working with the continued budget issues for our service as well of course of our clients.

Keeping underlying causes of poverty and hardship in our sight lines: We are increasingly asked for emergency help, but the underlying issues that lead to this must also stay at the heart of our advice and continue to be addressed through advice and local campaigns on issues such as digital exclusion, housing rights and consumer worries to make change, help people realise they are not alone, and there is support available.

What are your highlights from this last year’s performance?

Alongside the fabulous results achieved by everyone, I am always blown away by the way the teams continue to go the extra mile for clients by challenging processes and arguing the case, repeatedly helping clients in chronic need, spotting the underlying issues and daring to delve into these for lasting solutions, through our research and campaigning, working across teams and asking the right questions. Our fiftieth year was one of the best yet, and as I said at our Anniversary Party, I am so proud of all of us. And in recognition of our work, Mags and I got to go to Buckingham Palace for tea!

I’m worried about my debt and rising bills, and I want to know what support is available. Do you have any advice on managing rising costs and what to do if you fall into debt?

With energy, water and broadband bills on the rise, it’s getting increasingly difficult for many people to cover their expenses.

It’s important to know you’re not alone in finding things difficult and that financial support might be available to help ease the burden.

Checking benefits eligibility

A significant number of eligible people don’t claim the benefits that are available to them, so it’s important to understand what you’re entitled to. You may be able to claim benefits if, for example, you’re at working age and on a low income, you’re sick or disabled, are of State Pension age with a low income or no income, or if you’re a carer.

You can check the Citizens Advice website for information on what benefits you might be eligible for.

Reducing outgoings

If you claim benefits or are on a low income, you may be eligible for a reduction in Council Tax. Discounts can also be given to students, those living with a carer, or people who live alone, to name some examples. If you have children and claim certain benefits, or are on a low income, you may qualify for free school meals, transport to school, or support with the cost of uniform.

Your local council may be able to help you pay for things like energy and water bills, food or other essential costs. This is called ‘welfare assistance’ or the ‘Household Support Fund’. Each council runs its own scheme, so you’ll need to contact your local authority to see what type of support you can get.

To reduce other expenses, you may be able to switch to a cheaper broadband deal, get a water meter fitted, or access discounted travel options. Find out more about ways to get help, including advice on saving money heating your home, on the Citizens Advice website.

Creating a budget and prioritising bills

If you’re finding it difficult to stay on top of bills, budgeting tools like the one on the MoneyHelper website can be very useful in helping you understand what money you have coming in and going out each month. If you’re behind on bills, you should prioritise paying rent, mortgage payments, Council Tax and energy bills, as these are known as ‘priority’ debts which have the most serious consequences if missed.

Once you’ve got priority debts under control, you should look at credit card or store card debts, missed Buy Now Pay Later payments or payday loans. Whatever debt you’re dealing with, it’s important to speak to the person or company you owe money to as early as you can. You could show them a copy of your budget to let them know what your financial situation is and then see if there are any steps you can take to start dealing with your debt.

Just remember, there’s lots of help out there and you’re not alone. If you feel you need support with this, get in touch with your local Citizens Advice or another organisation like StepChange.

I’ve recently found myself living alone after the breakdown of my relationship. My council tax bill is due soon, and I’m worried I won’t be able to afford to pay it on my own. I’m already struggling to cover the cost of my other bills. What can I do?

You’re not alone in worrying about struggling to pay your bills. It’s a difficult time for people who are battling rising costs for food and essentials – as well as seeing their bills creep up.

Fortunately, there are options available to people struggling to pay their council tax, but you’ll need to find out if you’re eligible first. You might be entitled to pay less, or not at all, depending on your circumstances, because councils offer discounts and other reductions.

Firstly, because you’re the only adult living in your home, your council tax bill can be reduced by a quarter. For example, if your bill is £1,000 for the year, you’ll only have to pay £750 now that you live on your own. You’ll need to tell your council someone has moved out of your home and the date that they left. You’re entitled to the discount from when they moved out – even if it was a while ago.

When the council works out how many people live in a property, there are certain people that don’t count – they’re called ‘disregarded people’. This includes under-18s, full-time students, long-term hospital patients, people with severe mental impairments, and many more. You can check our website for more information on disregarded people.

In some situations, everyone living in a home is disregarded. If this is the case, the council tax bill will be reduced by half. If everyone in a home is a student or severely mentally impaired, there’ll be no council tax to pay.

If you live with an adult who isn’t disregarded, but who is on a low income or receives certain benefits, you might be able to get a discount called a ‘second adult rebate’. You can find out more about getting a second adult rebate on our website. This discount is not available in Wales.

If you or someone you live with is disabled, this can also affect your council tax banding. If your home has been adapted, you can ask to be placed down one band. For example, if you’re living in a band C property that has been adapted for a disabled resident, you should only be charged council tax for a band B property.

There’s also something called Council Tax Reduction, which is designed for people on low incomes. Your council will ask for details about your income and circumstances, to check if you’re eligible. If you are, they’ll reduce the amount of council tax you have to pay.

When it comes to Council Tax Reductions, different rules apply depending on whether you’ve reached State Pension age. You can check your State Pension age on GOV.UK.

And lastly, if you’re struggling to pay for essentials, your council can reduce your bill further, or cancel it altogether, under what’s known as a ‘discretionary reduction’. This usually only happens if you can provide evidence that you’re suffering severe hardship and can’t afford to pay council tax. If you’re in this situation, ask your council for help.

If you’re not given a discretionary reduction, you might be able to appeal to a valuation tribunal. If the tribunal agrees with you, they can order your council to reduce or even cancel your council tax bill. You can find out more about how to appeal here.

Whatever circumstances you’re in, if you’re struggling with your council tax payments, it’s important to let your council know. You can find your council’s contact details on GOV.UK. Citizens Advice is also here to help you find a way forward, should you need our support.

Dealing with damp in rented homes

Damp and mould has built up in our home over the winter. It started around the
windows but now it’s spread. I’ve been chasing our letting agency, who say they’ll
speak to our landlord but there’s been no action and I’m really worried about how this
might affect our health. Our tenancy agreement isn’t up for six months, what can I do?

You’ve done the right thing by reporting the issue to your letting agency. It’s not always easy
to work out the cause of damp and mould, and your landlord might suggest that something
you’re doing is contributing to it. However, your landlord will be responsible for the issue if it’s
being caused by structural problems or disrepair such as a leaking roof or bad insulation.
Damp is when an area of your property doesn’t dry out, often because it’s cold. Damp can
lead to mould, which is a fungus that grows in areas where warm damp air condenses on
cold surfaces, like window frames. On our website you can find information which will help
you work out what type of damp you have, who is responsible and what you can do about it.
You should also check your tenancy agreement for mentions of repairs and damp.
Your landlord is responsible for fixing a damp problem if it’s making your home unsafe to live
in. For example, this could be if it’s affecting your health or the health of someone living in
the property with you. Your landlord will also be responsible if the damp is related to repairs
they should have carried out, for example if the roof is damaged. They would also have to
cover the cost of repairs to any items damaged by the damp, including carpets and furniture.
One of the things that can contribute to damp and mould is condensation. One of the best
ways to prevent condensation is to keep homes well-heated and ventilated, but high heating
costs and cold weather can make this difficult for lots of us. If you’re finding it hard to insulate
and heat your home, check our website to see if you’re eligible for support.
There are steps you can take to make sure you’re not contributing to a damp problem, and
making it worse. Our website has advice on what to avoid, like drying clothes on heaters,
blocking air vents, or using portable gas heaters. However, showering, cooking, and laundry
are the kinds of things everyone expects to be able to do in their homes. If the property can’t
be heated and ventilated adequately to cope with normal day-to-day living activities, then it’s
the property that’s the problem, not your behaviour.
If your landlord is responsible for the damp in your home but doesn’t do anything about it,
there are steps you can take, like reporting them to the local authority. And as a private
renter, if you’ve got evidence from a health professional that damp is making you ill, you may
be able to get free legal advice through Legal Aid.
As a last resort, you might decide you just want to leave the property but getting out of a
tenancy agreement early can be difficult. There’s information on our website about how to go
about this but remember this can be hard and there might be things you haven’t tried yet.
If you’re feeling stuck, always speak to your local Citizens Advice or call our Adviceline on
0808 278 7867 for personalised support.

Want to make changes to how you spend your money? Sometimes tackling your finances can feel overwhelming, but small steps can make a big difference. #TalkMoney week starts on the 4th and we’re encouraging people to do 1 thing: plan ahead.

When you’re shopping for goods and services

1. Shop around for the best deals — compare prices and look for special offers before you buy.
2. Postal costs — check cost of postage and potential return costs to understand the total cost of your purchase
3. Read return policies — check return policies to see if you can return unwanted items and be mindful of return deadlines.
4. Using online marketplaces — read reviews and work out if you’re buying from a private seller or a trader as this Will affect your consumer rights. Also, check if the website offers support in dealing with disputes between the seller and the buyer.
5. Know your consumer rights — find out more about your consumer rights related to goods, services, and rental properties to avoid financial risks and issues with untrustworthy traders or landlords.

Budgeting and tracking

1. Make a simple weekly or monthly budget — knowing where your money goes each month helps you stay in control of your money.
2. Keep a spending diary for a week — this is a quick way to understand where your money goes each week, and track expenses that might not appear on your bank statement (cash transactions).
3. Have regular money check-ins — regularly review your finances to see what’s working and if anything needs adjusting. This could be monthly or quarterly.

Future expenses

1. Prepare for annual expenses — like car/home insurance, MOT and car services, TV licence or school costs. Putting a bit aside each month can make these expenses easier.
2. Think about upcoming seasonal costs or big life events — this could be religious festivals, birthdays, moving house, or a holiday. Add these events to your calendar so that you remember to budget for them.
3. Consider an emergency fund — even a small amount set aside for unexpected costs, such as a boiler or car breakdown, can give you peace of mind.

Savings

1. Set a financial goal — whether it’s big or small, having a goal to aim for can keep you motivated.
2. Start meal planning — planning meals can help you save money by avoiding last-minute, more expensive purchases.
3. Look into a pension — putting a little into a pension pot now can make a big difference later. You can find out more information about pensions by visiting Pension Wise.
4. Consider insurance options — insurances, such as home, health, life and pet insurance etc, can offer financial security in case of unexpected events.

Building a savings habit at home

1. Set up a piggy bank or savings account for kids — this can teach children to save, the importance and benefits of savings, and set financial goals.
2. Have family money talks — talking openly with your children or family about household finances can help everyone understand budgeting, savings and financial goals.

End-of-life planning

1. Think about writing a Will — having a Will in place can give you peace of mind and help loved ones in the future. Check out our website for making a Will.
2. Consider funeral planning options — setting aside some money for this can reduce future stress for your family. Find out more about arranging a funeral on our website.

Helpful support

1. Check your credit report for free — making sure your credit report is accurate can help improve your credit score and make it easier to borrow money or access financial products and services in the future. More information about getting a credit report can be found on our website.
2. Know how your bank contacts you — knowing how your bank gets in touch can help you spot scam texts or emails.
3. Speak to Citizens Advice — consider speaking to Citizens Advice about any benefits, grants or financial support that you might be eligible for. Getting advice can be especially helpful if you’ve recently had a major life change or expect one soon, as this could open up new support options for you. Find your local Citizens Advice.

Written by Eleanor Sutherland

Ask Citizens Advice: avoiding Christmas debt

My children love Christmas and they’re already picking extra treats off the shelf when we go shopping, and telling me what presents they want. I really want to make it a special time for them, but times are tough and I can’t help worrying about overspending and getting into debt. What can I do to manage my finances during the holiday season, and where can I turn if I find myself struggling?

The festive season can be a financially challenging time, and often borrowing money or using a credit card to fund Christmas can seem like your only option. But there are steps you can take to keep your spending under control and avoid falling into debt.

The first thing to do is make a budget and stick to it.

Consider who you’re buying gifts for, what other seasonal expenses you have, and how much you can realistically afford to spend. Always keep receipts, or ask for gift receipts, in case you overspend and need to return something. And remember that household bills may be higher during this period due to colder weather and spending more time indoors.

If you’ve built up debt, please don’t ignore bills or letters. Speak to the organisation you owe money to, as they may let you pay smaller amounts.

Pay ‘priority debts’ first, like rent, mortgage arrears, council tax, and energy bills. For other types of debt like credit cards or loans, gather all the information on what you owe, create a budget, and contact your creditors to set up an affordable repayment plan. This might seem scary, but it’s an important first step.

If your budget just doesn’t add up and you need help to afford essentials like bills and food, see what cost of living support is available on the Citizens Advice website.

It’s especially important to check if you’re eligible for the Winter Fuel Payment, which will now only be paid to those who receive Pension Credit or other means-tested benefits. If you make a claim for Pension Credit by 21 December, you might still receive the Winter Fuel Payment.

If you do find yourself struggling financially during or after the holidays, don’t panic. Support is out there, and Citizens Advice can help you understand what’s available. We’re here to help you find a way forward.