Help, my disabled gran has lost her winter fuel allowance

Q. My grandmother is one of the many pensioners who has lost her winter fuel allowance. She is 78 and gets the full old state pension, having worked all her life, and has a civil service pension that pays about £7,000 a year. The income puts her about £80 over the weekly threshold for pension credit and losing the winter fuel allowance will be a big hit for her.
She has been disabled for a long time and has additional health complications which means that her carers help her to shower twice a day. This has a knock-on effect on her utility bills. A friend said she might be entitled to extra support towards energy bills because of her situation, but I haven’t been able to confirm that. She gets a mobility allowance but nothing else. This is causing her great anxiety and I know she will resort to turning the heating off, which is really worrying. If you know of any support available, we would be very grateful.Carys, Shropshire
Since the government announced that it was cutting the winter fuel payment for pensioners who don’t qualify for pension credit, I have been flooded with inquiries from people worried about being able to afford their energy bills this winter.
The rise in the energy price cap from October 1 means that bills are predicted to go up 10 per cent to an average of £1,717 a year, with further rises forecast for 2025.
But the winter fuel payment isn’t the only option for reducing your grandmother’s bills. Have a look at the regulator Ofgem’s website, ofgem.gov.uk, where a guide lists all the grants and schemes available. The website also sets out what you can expect your energy supplier to do if you call and say that you can’t afford your bills.
If you need some help getting started, fantastic charities such as Scope and Citizens Advice can tell you about the benefits and help that your grandmother will qualify for. She should also be added to the Priority Services Register. This is a free service where you can get additional support with a utility bill, not just gas and electricity. Your grandmother’s age and disability qualify her to go on the register, but many others may also be able to get help, depending on their needs.
Contact the energy supplier and say you want your grandmother to go on the register. Once on, the energy firm must prioritise your grandmother’s situation and make allowances for the expenses relating to her specific needs. If a firm knows that a customer is on the register, it must also provide help and assistance if bills are not affordable.
• Winter fuel payments for pensioners explained
Suppliers should offer a tailored plan to support vulnerable customers like your grandmother. Ofgem recommends steps such as reviewing payments, offering payment breaks or reductions, extending payment deadlines, providing access to hardship funds, and giving advice on cutting energy usage.
Energy firms also have energy or heating grants for customers. Apply through the energy firm to see if your grandmother qualifies.
And the government’s Warm Home Discount Scheme is due to reopen in October 2024. This is a discount applied directly to energy bills. You can find out more at gov.uk.
I appreciate that the scope of these schemes and discounts can be overwhelming. So speak to the charities I mentioned to get some advice about the help that is available. You are not alone.
Martyn James is a consumer rights champion, covering everything from energy bills to cancelled flights and pothole claims