COVID-19: Latest update including useful support and delivery of White Goods information
Let's Talk

Frequently Asked Questions

Let's Talk

Frequently Asked Questions

To help you through the process of applying we have complied some useful Frequently Asked Questions

Need to apply for Assistance?

Support and Assistance for Individuals, Families and Businesses

Warm Home Discount

Apply or find out more about Warm Home Discount

Help with Managing your Money

Useful Money Management tool for you to use

Benefits Eligibility Checker

Check your eligibility for help with benefits

Frequently Asked Questions

The Team at Let's Talk understand that it is not always easy to find out what you need to do, when you need to do it and what happens next. We have put together answers to some of the questions that you may have.

Some of our most common FAQ's

Application & Assessment

We have several different application forms dependant upon which scheme you are applying to. On average they can take between 20 minutes up to 1 hour to complete.

If you are completing an application for debt relief or a white good from one of our Funds on the website then you are able to save and return to that application if you do not have all the information to hand.

If you do not have access to on-line services, some of our schemes offer telephone sign up. Our Helpline (01733 421021) can advise you if this service is available for the the scheme you are applying to. If you wish to use this service please ensure you have the following information available before you call:

  • Your energy account numbers and meter readings (if applying for debt relief, meter readings should be taken the day you submit your application).
  • All income and expenditure for the household.
  • Details of all debts within the household.
  • Details on why you need to make this application, especially where this is related to illnesses or financial problems.
  • For some schemes you will need to have sought money advice before applying and in some cases we will request evidence of your budget sheet.

Contact your local Citizens Advice, a money advice service, a support worker, or family/friend. If you still are unable to complete the form, please email us via the relevant email or call the helpline (01733 421021) and they will be able to provide assistance.

It may take 5-10 days to process your application. In order to process your application as quickly as possible it is essential that you complete the form accurately and send any requested evidence as promptly as possible. Your application will be declined if we do not receive all the required information within the time period shown on your letter or email.

If you put someone else down as your correspondent then all correspondence is sent to them on your behalf. If you haven't given us a separate correspondent, it may be that the application hasn't yet reached us. Please sign-in to the Let's Talk applications page to check on the status of your application, or alternatively email us via the relevant email.

Evidence & Documents

We are not able to accept estimated bills as evidence of debt. In order to assess any application for help with energy debt we need you to provide a current meter reading.

In order to process your application we may need to see evidence of any benefits you receive. If you do not have a copy of your benefits letter for the current year, you will need to contact the Department for Work and Pensions or HM Revenue and Customs and request that these letters are resent to you. Refer to website or contact your local Citizens Advice to find the relevant number. Please ensure these documents refer to this current tax year.

Do not send original documents as evidence as we are not able to return these. Please only ever send copies of the required evidence. This can be in the form of a photocopy if sending by post, or as a photograph or scanned image if emailing to us.

We can only accept a letter (a copy of) that is on headed paper, issued by your GP, medical consultant or support worker or a copy of your medical summary report from your GP. We are not able to accept any other form of evidence.

Please check your letter/email carefully as there will be a reason stated on the letter explaining why you have been asked again. If you are still unsure, please contact us via the relevant email and an advisor will be able to guide you as to why additional information has been requested.

You need to seek help from an FCA approved advice agency, you local Citizen Advice agency should be able to help you or alternatively go to to find an advice agency near you.

Utility Debt

If you do not have access to your meters or are unable to read them, please contact your utility provider who is able to send someone out to read these for you. Please be aware that we will not be able to assess any application for fuel debt without an accurate meter reading.

We advise you contact your utility provider once you have applied to make them aware that you have applied to the scheme. While you are waiting to hear from us you should continue to pay for the energy you use, any arrears accrued during the period of the application wil not be covered even if you are successful.

No. The Funds are only set up to help with utility debts that are still outstanding.

The amount you are awarded will be credited directly onto your energy account.

White Goods

Once delivery has taken place we are unable to collect and/or return your item.

Extended warranties maybe purchased directly from the manufacturer.

We are unable to provide a receipt for your item, please keep a copy of the award letter we issue as proof of purchase.

Any faults after the point of delivery will need to be referred to the manufacturer to investigate and resolve the issue directly. We are unable to reimburse for any damaged or spoiled goods. The manufacturer of the machine may be able to assist, but this is at the manufacturer's discretion.

Once the item you have been awarded has been delivered, you will have a minimum of a 1 year warranty. If there are any faults with the item within your warranty period you should contact the manufacturer. Any faults outside of warranty may be chargeable by the manufacturer to repair.

All white goods provided are energy efficient. Please refer to the manufacturers website for comparisons to understand the impact on your energy bills.

The make and model of the appliance are based on appliances that are available to the Scheme at the time of award and stock availability. Items can be subject to change. All awarded appliances meet a minimum specification set out by each Scheme.

No. Once your application has been submitted, we are only able to award appliances originally requested. Please ensure that you have applied for the correct appliance before submitting your application.

Any accidents that occur during delivery should be reported to the delivery driver immediately. If you do not notice the damage until after the delivery driver has left the property, call the delivery company as soon as possible.

No. All delivery time slots are provided by the delivery company and are dependent on when they are in your area.

Your initial delivery slot will be between the hours of 7am and 7pm. Some of our suppliers may provide a shorter time slot either the day before or on the day of delivery. The supplier will confirm this with you at the time of booking. Connection can take between 5 and 30 minutes, with the exception of Gas Cookers, all appliances will be delivered and connected at the same time. Gas Cookers will require additional visits on the day of delivery due to a Gas Safe engineer having to connect the appliance.

Yes - From time to time we realise that emergencies happen which means you are called away from your property and you are unable to find someone to take delivery on your behalf and as such the delivery team are unable to deliver and connect the item. When this happens we will, at our discretion, allow one further attempt to deliver and connect the item.

No. All items must be delivered to the address given on your application form. If you are due to move, you must confirm your moving date and new address with us before the application is approved. You may be required to provide evidence of your new address, such as a tenancy agreement.

Yes. Connection must take place on all orders, if connection is not able to be completed, the delivery will fail and the appliance will be returned to the supplier.

After you receive your award confirmation, our delivery team may take up to 10 working days to contact you to book in delivery.

You will be contacted by telephone to book in delivery of your white good. Please ensure that the telephone number on your application is correct and that if you change your number you update this with us. If we are unable to contact you we retain the right to withdraw your award.

Yes. Contact us directly to request to cancel the item and we will withdraw this from your application. Please note this will not affect any other parts of your application.

You will be contacted by telephone to book in delivery of your white good. Please ensure that the telephone number on your application is correct and that if you change your number you update this with us. If it has been more than 10 working days, call us and we will investigate with our supplier.

If you have been informed that your delivery can not take place due to lack of stock, please contact us and we will investigate the matter.

Yes. All connections will be completed by persons qualified to complete the connection.