Terry Jeffery, energy advisor and doctor

WORKERS fielding calls from some of the borough’s most vulnerable have described how they have been brought to tears by the extreme poverty people are facing as the country grapples with the cost of living crisis – and describe how it’s only going to get worse as bills rise this winter.

People answering the phone and emails at SHINE – the Seasonal Health Interventions Network – said even without the heating bill rises that are going to kick-in next month and without people using their heating over the summer, around half the calls they take are from people who say they are unable to pay their bills now – let alone next month and beyond.

SHINE, based off Caledonian Road, is a free energy and bills advice service first started by Islington Council in 2010 to find innovative ways to tackle fuel poverty and seasonal health inequalities in the borough.

Worker Billie Sullivan-Bush, who takes up to 10 calls a day, sometimes lasting an hour each, said: “It’s really upsetting that the conversations are getting more difficult with clients. It is quite upsetting for us and sometimes after phone calls we have to take five minutes because it has really affected you.

“In our team we’ve put a food bank together so we’re doing things for the community.”

Adekemi Adepoju, energy advisor

Her colleague Michelle Man added: “I’m finding it really upsetting and really sad to be honest with you. For me personally I’m working full time and I’ve been worried for my own bills, although the energy saving tips, even though they are small, they will help.”

She added: “I think we’re going to see the increase coming in October when the price increases go ahead, so we’re waiting for it to go crazy within the next couple of months.

“I joined in June and I’ve noticed people saying ‘I’m not going to be able to afford these bills’, whereas  before I felt they could stay on top of it.

“They’re new to having energy debt and with just coming out of summer and even without using their heating, bills have still increased because of the electricity rise.”

The service said it was speaking to clients who were having to make the choice between heating and eating while others may be facing a winter of sitting in the dark if they are on pre-payment electricity meters.
While SHINE currently has eight full-time workers answering clients’ calls and emails they are looking to recruit more people in preparation for the winter.

Billie Sullivan-Bush: ‘The conversations are difficult’

Ms Man said the government intervention had gone some way to reaching more people in crisis, but warned they still had a lot further to go.

“A lot of the feedback that we’re getting is that it’s not enough,” she said. “You have to think this time last year the bills were about half the price they are now and people’s wages have not increased that much and with the rise in food and fuel and the rise in living costs [it’s a perfect storm].”

SHINE is funded partially by Islington Council through a number of sources totalling £590,000 this year, and partially by external funders EDF, the GLA, UK Power Networks and Camden Council, totalling £444,000 this year.

It also helps homeowners and leaseholders who are “property rich but cash poor” with schemes that can help them receive grants to insulate their homes better under the Mayor of London’s Warmer Home Scheme.

Food vouchers are another way they support clients, and have already seen a large increase in referrals for vouchers from last year.

Ms Man said: “I’ve definitely issued food vouchers to people that have never had them before and the first time is always going to be the hardest as they feel they shouldn’t be in the position to have to ask for a food voucher and also that sense of shame or embarrassment. But I do advise them ‘you’re not the only person in this situation and it’s really important that you’re eating’.

“It’s really sad – a sad reality that we’re a first world country and the UK and people are struggling so much.”

To contact SHINE, call the energy advice team directly on 0300 555 0195 or 020 7527 2121 between 9am-5pm, Monday-Friday. Alternatively, text 07800 006 143.