FREQUENTLY ASKED QUESTIONS
Q) How do I refer a client for a COVID-19 Crisis Fund fuel voucher?
A) Simply complete a Fuel Voucher Referral Form, available here: https://www.epplus.org.uk/referrals/
Q) My organisation isn’t listed on the Fuel Voucher Referral Form. Can we be added?
A) Yes. Simply select “other” organisation from the drop-down list, enter your contact details where requested, and we’ll be in touch to add your organisation to the list. We’ll also provide you with an overview of other advice and support we may be able to offer to your client base.
Q) What is the eligibility for the COVID-19 Crisis Fund?
A) All clients must be able to demonstrate that they meet the following 3 criteria:
1) They are the bill payer.
2) They have a prepay meter linked with their energy account(s)
3) They are at risk of self-disconnection (i.e. they are close to entering their emergency credit)
Clients outside Wirral must also be able to demonstrate that they meet this additional criterion:
4) They have been affected by the COVID-19 pandemic (e.g. reduced income/increased household expenses, etc)
Q) What is the standard turnaround time for referrals?
A) We will make contact with clients as soon as possible upon receiving a completed Fuel Voucher Referral Form; usually within 1 working day. Where it is appropriate for us to apply for a fuel voucher on our client’s behalf, we will do so. Fuel Vouchers are then issued within 24 hours of our application being received by the fuel voucher supplier.
Q) How many times can clients access a top up?
A) In order to apply for a voucher to be issued, we will conduct an assessment of the client’s need. We will happily conduct a further assessment of the client’s need, and we can apply for an additional voucher, subject to the outcome of that assessment, and funding levels.
Q) What is the value of the fuel voucher?
A) In Wirral, fuel vouchers are £28 in summer months, and £49 in winter months. in non-Wirral areas, fuel vouchers are £28 for a single applicant, or £49 for a ‘family’ (i.e. more than one household member in permanent residence).
Q) How will clients receive their fuel voucher?
A) Clients with a mobile phone will receive the fuel voucher by text. Clients without access to a mobile phone will receive their fuel voucher by email. Clients without access to emails will receive their fuel voucher by post.
Q) How do clients redeem their fuel voucher?
A) British Gas customers will receive a Pay Zone voucher and must redeem it at a Post Office. Customers of other suppliers will receive a Pay Point voucher. They must take their voucher to the appropriate location and show it to the shop assistant, who will follow the instructions that accompany the voucher.
Q) How long will this project run for?
A) Wirral residents are being served by the Wirral Fuel Bank Project we are delivering on behalf of Wirral Food Bank. We expect funding to continue until at least our project review in November 2021. For non-Wirral residents, funding is through the Energy Saving Trust COVID-19 Crisis Fund. This project will close to applications on Friday the 2nd of July, or earlier if funds run out.