Katie Cappalonga, our Warmth Matters Advice and Guidance Officer writes:
I met Yasmin about a year ago, at one of our warm welcome venues where we give advice and information to help people in Surrey to heat their homes for less, as well as help people to manager their energy debts. Yasmin is a single mother who had been facing difficult times after her partner left the family home about six months earlier. She found herself trying to manage everything on her own and struggling under a mountain of bills and debt, particularly her energy account. When we first spoke, she was visibly overwhelmed and shared just how low and isolated she was feeling.
Together, Yasmin and I decided to face these challenges head-on. On her behalf, I reached out to her energy supplier, explaining her new circumstances. We arranged a manageable payment plan for her energy debts, and they even provided a couple of months’ breathing space. I also shared my concern for Yasmin’s mental wellbeing. To their credit, the energy company’s wellbeing team stepped in, scheduling regular check-ins to offer her the support she needed during such a challenging time.
However, a few months later, on a cold January evening, things took a turn. I noticed several missed calls from Yasmin —a dozen, in fact. It was unusual for her, and I called her back immediately. She sounded desperate. Her washing machine had broken down, she was out of funds, and couldn’t even top up her gas or electricity. She told me she was at breaking point. It was freezing, and she couldn’t afford to turn on the gas to cook a warm meal for her young children. In her words, she’d “hit rock bottom.”
I couldn’t let her face this alone. We worked through a household support fund application, and I was able to issue her with some emergency fuel vouchers. I also connected her with a local charity that provided a new washing machine for her family. Over the following months, I made sure to keep in regular contact with Yasmin, checking in to see how she was doing and providing support as needed.
A few months later, in June, we had a scheduled check-in. This time, when I asked if she needed any support, Yasmin was beaming. She shared that she was in a fantastic place —she’d enrolled in university to study midwifery, found a flexible job, and, to top it all off, managed to clear her energy debt.
When I asked if I could share her story, she graciously agreed. She said:
“Thank you so much for everything you’ve done. I was at my lowest point and couldn’t see a way back from that. I honestly don’t know where I’d be today if it wasn’t for your kindness and support.”
