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Clarion Case Story - December 2025

*Client names have been changed to protect their privacy.

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Louise* Muir Housing Association Case Story

*Client names have been changed to protect their privacy.

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Social media toolkits

We have produced a range of  content that will help your company share the message of stop loan sharks and provide your followers with a better understanding of what a loan shark is and where to get help and support.

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Social Media Toolkit Home page - Stop Loan Sharks

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Created for credit unions, Stop Loan Sharks have created the social media toolkit to give you a central place for all social media needs.

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We’re pleased to share a new TV Licensing Communications Toolkit, created in partnership with the Money and Pensions Service (MaPS).

This toolkit has been designed to support organisations, to engage in important discussions withtheir respective client base about money - specifically around the affordability and importance of the TV Licence.

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This three-year project from National Energy Action (NEA) empowers communities across Wales to save energy, stay warm and build resilience. Through the Energy Champions initiative, local residents gain practical knowledge on keeping homes warm and safe to share with friends, relatives and neighbours. The project also hosts local advice roadshow events, provides Winter Warmth Support Packs with energy-saving tools, and offers a small hardship fund for those facing immediate challenges with fuel, food, or clothing.

How to get involved

Becoming an Energy Champion

Anyone can become an energy champion. This could be you, a friend or colleague, a volunteer or community group member or an older student.

Email us at energychampions@nea.org.uk and you will be invited to a live online workshop. We will cover; fuel poverty in Wales, energy saving tips, your rights as a consumer, local and national help for vulnerable and low-income households, and lots more.

Afterwards we can help you identify local community events, and to take part in National Energy Action roadshows if you want to.

Roadshows

Do you have a public event or community group meeting coming up which you’d like National Energy Action to support or add value to? Invite our Energy Advice team and Energy Champions along! It’s FREE and from these events we can support your local community by providing advice fuel, food or clothing vouchers where appropriate, and Winter Warmth Support Packs.

Further information

To find out about making referrals into the project, support at events, becoming an Energy Champion or anything else, contact our team: energychampions@nea.org.uk.

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New Year’s Resolutions for 2026: Financial Wellness for Frontline Staff

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New Year’s Resolutions for 2026: Financial Wellness for Frontline Staff

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As we welcome 2026, it’s the perfect time to reflect on our financial habits and set new goals for the year ahead. Here are some money-themed

New Year’s resolutions tailored for our dedicated frontline staff.

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Ask Penny - Christmas Worries from a Lone Parent...

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Ask Penny - Christmas Worries from a Lone Parent...

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Dear Worried and Worn Out...

Would you like to use Ask Penny in your community newsletters?

Contact us for more information news@pennysmart.org.uk

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How banks can enable people to get support from a trusted person with their finances

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How banks can enable people to get support from a trusted person with their finances

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One in five people with mental health problems has resorted to sharing their PIN code or bank details with another person to get help with managing their everyday finances, leaving them at risk of serious financial abuse.

That's the warning of our new report, which shows banks aren’t providing enough simple and safe tools for people to get support from a trusted person to manage their everyday finances.

We're calling on the government to ensure all current account providers offer customers a standard package of tools like carers' cards, which you can use to allow a trusted person to make purchases on your behalf. You can read our introduction to the research here and the summary of our recommendations here.

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Money and Mental Health Policy Institute

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If I Needed Someone - Money and Mental Health Policy Institute

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If I Needed Someone shows how banks and policymakers can make trusted help with money safer and easier for people with mental health problems

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As winter approaches, it’s a good time to remind Universal Credit claimants that they may be entitled to help with their NHS health costs through the NHS Low Income Scheme.

If someone receives Universal Credit, they might qualify for help with their health costs including NHS prescriptions, dental treatment, eye tests, and help with travel costs to hospital appointments. The amount of support depends on their individual circumstances and any savings they have.

Before making any claims, people should use the NHS eligibility checker to confirm entitlement. It will tell them what support they can access and help avoid penalty charge notices.

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Warm Home Discount Scheme for Winter 2025/26

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Warm Home Discount Scheme for Winter 2025/26

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The Warm Home Discount (WHD) helpline was open for calls from 27 October 2025 (0800 030 9322).

The WHD provides a £150 rebate onto electricity bills for eligible low-income households in Great Britain.

Eligibility is determined by the citizen’s circumstances on the qualification date (24/08/25).

Recipients of the Guarantee Credit element of Pension Credit will be eligible for a WHD in England, Wales and Scotland if they are a named account holder with a participating electricity supplier.

Recipients of other means-tested benefits, may also be eligible for a WHD in England and Wales if they if they are a named account holder with a participating electricity supplier and on a means tested benefit.

People living in Scotland and in receipt of certain other benefits may be able to claim a discount direct from their energy supplier.

Letters will be issued to eligible and potentially eligible citizens by January 2026 with more information.

See the Warm Home Discount Scheme for more information.

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You could get £150 off your electricity bill for winter 2023 to 2024 under the Warm Home Discount Scheme.

The money is not paid to you - it's a one-off discount applied to your electricity bill between early October 2023 and 31 March 2024.

You'll usually get the discount automatically if you're eligible. You only need to apply if you're on a low income in Scotland - contact your energy supplier to apply.

If you might be eligible, you'll get a letter by early January 2024.

If you do not get a letter and you think you're eligible, you must contact the Warm Home Discount Scheme before 29 February 2024.

You may be able to get the discount on your gas bill instead if your supplier provides you with both gas and electricity and you're eligible. Contact your supplier to find out.

The discount will not affect your Cold Weather Payment or Winter Fuel Payment.

Eligibility

There are different ways to qualify for the Warm Home Discount Scheme depending on where you live.

If you live in England and Wales

You qualify if you either:

If you live in Scotland

You qualify if you either:

Pre-pay or pay-as-you-go meters

You can still qualify for the discount if you use a pre-pay or pay-as-you-go electricity meter.

Your electricity supplier can tell you how you'll get the discount if you're eligible, for example a voucher you can use to top up your meter.

Park (mobile) homes

You apply a different way if you live in a park home.

Apply for the Park Homes Warm Home Discount.

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The Warm Home Discount Scheme could take £150 off your winter electricity bill - eligibility, how to get your discount, deadlines.

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£24 billion of support is unclaimed: new “Missing Out” report

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£24 billion of support is unclaimed: new “Missing Out” report

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In 2025/26 an estimated £24.1 billion in income related benefits and social tariffs will go unclaimed across Great Britain, according to a new report from Policy in Practice.

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£24 billion of support is unclaimed: new “Missing Out” report

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In 2025/26 an estimated £24.1 billion in income related benefits and social tariffs will go unclaimed across Great Britain, according to a new report from Policy in Practice.

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Charities call for national social tariff for water

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Charities call for national social tariff for water

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A group of prominent charities has written to Emma Reynolds MP, the newly appointed Secretary of State for Environment, Food and Rural Affairs, to express concern over the uneven support available to customers struggling with water bills.

The coalition includes Christians Against Poverty, the Money Advice Trust, and StepChange Debt Charity.

In their letter, they draw attention to the current "postcode lottery" in accessing help and call on the government to initiate a consultation on implementing a nationwide social tariff.

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The Rt Hon Emma Reynolds MP
Department for Environment, Food & Rural Affairs
Seacole Building
2 Marsham Street
London, SW1P 4DF

12 September 2025

Dear Secretary of State,

Congratulations on your appointment to Secretary of State for Environment, Food and Rural Affairs. We look forward to working with you in your new role, particularly on ensuring everyone can access affordable water. This is an area on which we have been working alongside the Minister for Water and Flooding and your officials.

Water is a basic essential and should be affordable for everyone. Yet people on low incomes regularly tell us that they struggle to pay their water bills. Many are resorting to desperate coping strategies like avoiding flushing the toilet, cutting back on doing laundry, and showering less often.

"I only use my kettle once or twice a day - more often than not just once... I use my washing machine just once a week and have a bath just once." Anonymous.

As a group of organisations who care about, work alongside and support people of all ages living on a low income, we are writing to ask you to prioritise consulting on the introduction of a national social tariff for water bills.

Households in England and Wales are expected to spend an average of £603 in 2025/26 on their water and sewerage bill, 26% more than the year before.

Independent Age commissioned nationally representative polling with YouGov in May this year. It found that 42% of older adults (65+) in England and Wales living on a low income of below £15,000 per year describe keeping up with their water bills as either a 'constant struggle' or a struggle from 'time to time'. The picture is similar for working age adults - research by Ofwat published in May this year found that 50% of water bill payers reported having cut down on water usage at some point because they were worried about the cost of their bill.

Current water social tariffs provided by individual companies do offer vital support to people living in poverty, but the postcode lottery means that people living in financial hardship across England and Wales pay vastly different amounts for their water bills.

There is now significant backing for a national social tariff to address this, with the Independent Water Commission recently making it a key recommendation of its final report. Public support is also substantial. Research from Independent Age shows that 83% of the UK public support providing further help to older people in poverty with their water costs.

A national water social tariff would be an effective way to provide fair and consistent support for people in financial hardship, helping ensure more people are able to access the water they need without having to make extreme sacrifices. We strongly believe introducing a national water social tariff would make a tangible positive difference to the lives of people of all ages living on low incomes, and we ask you to launch a consultation on this as soon as possible.

We hope you will join us, and others across sectors, to make this a reality. We look forward to working with you.

Yours sincerely,

The undersigned
Independent Age
Age Cymru
Age UK
Carers UK
Christians Against Poverty
Civil Service Pensioners' Alliance
Debt Justice
Disability Rights UK
Energise Sussex Coast
Essential Services Access Network
Fair by Design
Fuel Poverty Action
International Longevity Centre UK
Money and Mental Health
Money Advice Trust
NASUWT Federation of Retired Member's Associations
Older People's Commissioner for Wales
Royal National Institute of Blind People
Sense
StepChange Debt Charity
Sustainability First
The Centre for Sustainable Energy
Trussell
Wise Age
Women's Budget Group

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National social water tariff joint letter

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Read our joint letter to the Secretary of State calling for a national social tariff for water

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MoneyView is our new flagship financial wellbeing report that offers a data-led picture of financial wellbeing across the UK. It consolidates two existing surveys: the Adult Financial Wellbeing Survey – published in 2018 and 2021 and previously known as the Financial Capability Survey – and the annual Need for Debt Advice Survey. By combining both surveys we are able to conduct one exercise that spans more of MaPS’ remit and reflects the often co-existing challenges faced by the people we support.

MoneyView is unique in its holistic approach: we don’t just look at if people have enough money in their pockets, but what is influencing this and how this is affecting them personally. It puts people and their financial wellbeing front and centre of our research.

12,534 people were interviewed between July and October 2024, including over 1000 people in Wales, Scotland and Northern Ireland. This survey is MaPS' most comprehensive and holistic examination of financial wellbeing to date.

Topics covered by MoneyView include:

Financial inclusion, wellbeing and confidence

Need for debt advice

Bills and credit

Savings and financial resilience

Pensions and retirement

You can read the UK-wide report in full as well shorter reports for Wales (in English and Welsh), Northern Ireland, Scotland, and England and find more information HERE

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A Guide for Partner Organisations referring clients for Money Advice & Casework.

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A5 Staple Brochure 8page pages PS CIC numbered (1)

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All your clients need to know about the TV Licence

Advice for Advisers and Housing Professionals

The Advice for Advisers leaflet explains who needs a TV Licence and how much it costs. It also details the various ways students can pay.

https://www.tvlicensing.co.uk/check-if-you-need-one/for-your-home/students-aud1

https://www.youtube.com/watch?v=RHLEcIp2_cU

https://www.tvlicensing.co.uk/advice

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Child Trust Funds were introduced by the UK Government in 2005. Accounts were opened for almost 6 million children born in the UK between 1st September 2002 and 2nd January 2011. Welsh Government provided a level of top up to some of these funds. Nearly half of Child Trust Funds in Wales remain unclaimed.

The Cabinet Secretary for Social Justice, Trefnydd and Chief Whip and the Cabinet Secretary for Finance and Welsh Language are keen that we do all we can to promote information about Child Trust Funds to young people in Wales, so that they can access the money owed to them.

Nearly half of young people who are now eligible (18 +) to access their savings haven’t done so, many are not aware they have a Child Trust Fund account.

Anyone working with 14 to 22 -year-olds can help them check which financial organisation holds their account and find out more at:

https://www.gov.wales/find-your-child-trust-fund

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Energy bills push a million households into debt as cost of living crisis continues

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Energy bills push a million households into debt as cost of living crisis continues

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The number of customers falling behind on their energy bills in Britain has tripled over the past decade, driven by the relentless pressure of the cost of living. A new report from the Resolution Foundation reveals that more than a million households are now behind on their electricity bills, with similar figures for gas arrears, marking a dramatic rise since 2012. This surge in energy debt reflects the broader financial strain on low-income families, who are grappling with soaring utility costs and stagnant wages, leaving many unable to keep up with essential payments. The findings underscore the urgent need for targeted support and policy intervention to prevent further hardship.

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Energy bills push a million households into debt as cost of living crisis continues

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The number of customers falling behind on their energy bills in Britain has tripled over the past decade.

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A Penny-Wise Christmas: Spending Less, Living More

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A Penny-Wise Christmas: Spending Less, Living More

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As the festive season approaches, many families feel the pressure to create a “perfect” Christmas - lavish gifts, extravagant meals, and sparkling decorations. But behind the glitter and joy, there’s often a hidden cost: financial stress and mounting debt.

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Understanding the psychological harm of utilities debt collection and disconnection.

This report (which is funded by abrdn Financial Fairness Trust) looks at the psychological harms caused by utilities debt collection and disconnection. It shows that 7 million people are in some form of water, energy, or telecommunications debt. Nearly 1 million are in debt to all three.

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Money and Mental Health Policy Institute

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Connection Lost - Money and Mental Health Policy Institute

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Connection Lost seeks to understand the psychological harm of utilities debt collection and disconnection.

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People in debt more than twice as likely to report very poor mental health, Money Advice Trust research reveals

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People in debt more than twice as likely to report very poor mental health, Money Advice Trust research reveals

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The research finds people behind on their household bills are more than twice as likely to struggle with very poor mental health. 16% of UK adults behind on households bills reported their mental health to be ‘not good at all’, compared to just 6% of adults who were not behind on bills. They were also almost twice as likely to have very poor physical health, with 13% reporting this, compared to just 7% those who are not behind on these bills.

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People in debt more than twice as likely to report very poor mental health, Money Advice Trust research reveals | Money Advice Liaison Group

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To mark Mental Health Awareness Week 2025, National Debtline (part of Money Advice Trust) has published new research emphasising the stark correlation between debt and poor mental health. The research finds people behind on their household bills are more than twice as likely to struggle with very poor mental health. 16% of UK adults behind […]

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How financially resilient are you? Take the quiz to find out!

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How financially resilient are you? Take the quiz to find out!

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How often we come across clients who have experienced life shocks that have thrown them into financial hardship and think “It could happen to anyone”.

Resiliency is our ability to “roll with the punches” and carry on despite challenges and setbacks.

Resiliency varies from person to person, how easily could you handle a health, financial, or other type of life crisis? Take the quiz to find out.

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Ask Penny: Navigating Changes to Personal Independence Payment (PIP)

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Ask Penny: Navigating Changes to Personal Independence Payment (PIP)

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Dear Worried in Wales...

======

Would you like to use Ask Penny in your community newsletters?

Contact us for more information news@pennysmart.org.uk

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1200x675px Twitter Ask Penny Worried in Wales Mar 2025

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Benefit rates poster 2025/2026 - Rightsnet

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Benefit rates poster 2025/2026 - Rightsnet

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Benefits rates poster 2025/2026

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Debt Management Communications Toolkit V1

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Debt Management Communications Toolkit V1

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This Communications Toolkit was produced by the GDMF Functional Centre in collaboration with the Fairness Group to help public sector bodies who are recovering debt to understand and implement effective debt communications. It aims to bring together the latest evidence, insight, and good practice in debt communications and apply it to a public sector context. The guidance can be applied to both inbound and outbound communications, as appropriate.

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Debt Management Communications Toolkit V1

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The Government Debt Management Function (GDMF) Functional Centre provides strategic leadership and sets the cross-government policy and strategy for managing debt owed to government. The GDMF comprises around 7,000 public servants that work across over 20 ministerial departments and Arms Length Bodies to resolve and recover debt. In 2016, the GDMF Functional Centre established the Fairness Group, bringing together central and local government, the debt advice sector, and the debt collection industry.

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Top tops for self employment.

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Derek* - Cheshire West and Chester Case Story.

Derek, an elderly gentleman, found himself overwhelmed by the weight of his debts. His mental health struggles made it difficult for him to navigate the complexities of his financial situation.

*Client names have been changed to protect their privacy.

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Lightning Reach is a financial support portal which enables access to a range of personalised support (e.g. grants, benefits, help with their bills) - all in one place.

Founded during the pandemic, we aim to empower anyone to access support to build financial resilience and wellbeing.

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Like a foodbank but for mobile data, the National Databank provides free mobile SIM cards for people who can’t access the internet.

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What Is The National Databank | Free Mobile Data For Digital Inclusion | Good Things Foundation

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Learn about the National Databank, a Good Things’ digital inclusion service that helps people in need access the internet through free mobile data.

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Help Low-Income Pensioners Claim Their Benefits!

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Help Low-Income Pensioners Claim Their Benefits!

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If you work with low-income pensioners in the UK, your support can make a significant difference in their lives, especially as winter approaches. One crucial benefit they may be missing out on is Pension Credit, which not only boosts their weekly income but also qualifies them for the new means-tested Winter Fuel Allowance.

Many pensioners are unaware of their eligibility for Pension Credit, which is available to those with a weekly income below £201.05 (for single people) or £306.85 (for couples). By encouraging and assisting them to apply, you can help ensure they receive the financial support they need to stay warm and healthy during the colder months.

The application process is straightforward, and your guidance can be invaluable. Spread the word, offer assistance, and help low-income pensioners claim their Pension Credit today. Together, we can make a real difference in their quality of life this winter. For more information, visit the official government website or contact local councils. Check entitlement here www.turn2us.org.uk

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There are plenty of grants but they are usually aimed at the most vulnerable, so if you have nowhere else to turn, you may be able to get help from a charitable grant.

You can search on http://www.turn2us.org.uk or call their helpline operators who will do a search for you – 0808 802 2000.

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Household Budget Calculator

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To help with meal planning, food waste and save time and money.

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Food Inventory to help save money and cut down on food waste.

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Food Inventory to help save money and cut down on food waste.

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Interactive sheet to help keep track of your food budgeting.

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Emma was a social tenant with a local Housing Association, she was struggling with debt and low income. She lived alone, with no obvious support network to turn to and had mental health issues. She was referred to Pennysmart for financial advice and support, by her tenancy support officer. Pennysmart assessed her situation and found that she had a large budget shortfall of almost £400, which had clearly led to her financial problems over a sustained period of time not being able to afford to keep up with her bills and basic living costs...

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"I fear the postman. I am seriously not coping."

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"I fear the postman. I am seriously not coping."

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Thank you for taking the time to contact Ask Penny, it sounds like you could really do with some support...
======
Would you like to use Ask Penny in your community newsletters?
Contact us for more information news@pennysmart.org.uk

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PS CIC Annual ‘Surviving Poverty’ Conference - A Resounding Success!

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PS CIC Annual ‘Surviving Poverty’ Conference - A Resounding Success!

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Breaking News - July 2023

We are thrilled to announce the grand success of the very first PS CIC annual ‘Surviving Poverty’ conference, held this month at the prestigious Chester FC venue. The event was nothing short of remarkable, bringing together a compassionate community determined to address poverty and make a positive impact in the lives of those in need. We extend our heartfelt gratitude to all participants, sponsors, and esteemed guest speakers who made this event a memorable experience.

**A Big Thank You to Our Sponsors**

First and foremost, we express our sincere appreciation to our generous sponsors, ‘ForFutures.’ Their unwavering support and commitment played a pivotal role in making this conference possible. Together, we stood united in our mission to empower individuals and families facing poverty, and their contribution undoubtedly made a significant difference.

**Inspiring Insights from Esteemed Speakers**

The PS CIC ‘Surviving Poverty’ conference was graced by the presence of remarkable guest speakers, each an expert in their field, and devoted to creating positive change. We were privileged to host the following exceptional individuals:

1. *Jimmy Pugh (NEA)* - Jimmy's expertise shed light on the critical issue of energy poverty and the steps needed to address it effectively.

2. *Neil Jay (Manager, West Cheshire Credit Union)* - Neil shared valuable insights on financial literacy and how credit unions can play a crucial role in helping people manage their finances better.

3. *Megan Meeke (Welfare Training Wales)* - Megan's expertise in welfare training proved invaluable in understanding the resources available to support vulnerable individuals.

4. *Clare Roberts and Steph Ellis (West Cheshire Foodbank and ChesterVA)* - Clare and Steph enlightened the audience on the challenges faced by food banks and community organizations, as well as the ways the public can contribute to their efforts.

5. *Trish Cassidy (Stop Loan Sharks England)* - Trish's passionate talk highlighted the importance of eradicating loan sharks and the ways communities can protect themselves from predatory lending practices.

**Overwhelmingly Positive Feedback**

The response we received from the conference attendees was truly heartwarming. Participants expressed their gratitude for the opportunity to engage with like-minded individuals, gain valuable insights, and explore collaborative ways to combat poverty effectively.

**Looking Ahead - A Bright Future**

The success of the inaugural PS CIC ‘Surviving Poverty’ conference has motivated us to make this an annual event. We are committed to continuing this vital conversation and working together to uplift our community and create a more equitable society. As we move forward, we hope to expand our reach and impact, building a stronger network of support for those facing poverty.

**Get Involved**

We believe that fighting poverty requires a collective effort, and you can be a part of this transformative movement. Join us in our future endeavors by volunteering, contributing, or spreading awareness about the critical issue of poverty. Together, we can create a lasting impact on the lives of countless individuals and families.

We extend our heartfelt gratitude to everyone who contributed to the success of this conference. Your support has reaffirmed our belief in the power of community and inspired us to strive for an even brighter future.

Stay tuned for updates on future PS CIC events, and let's continue to work hand-in-hand in our journey towards a poverty-free society.

*PS CIC - Empowering Communities, Changing Lives*

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Not sure a TV Licensing email is genuine?

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Not sure a TV Licensing email is genuine?

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1. Check the sender’s email address

2. If it’s genuine it will include a partial postcode

3. Does it have your name

4. Check the spelling and grammar

5. Check the links

Still not sure? Read our guide:
https://www.tvlicensing.co.uk/faqs/FAQ288?wt.mc_id=bbc_over75_scams#furtherinfo

TV Licensing has prepared some social media posts to highlight how people can avoid being the victim of a scam. It would be great if you could post these to your social media channels to help us get the message out and keep people safe. You can access social media images here

You can also find more information about how to avoid scams and how to report one here.

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We include the name and/or part of your postcode in our emails. Many scams simply use your email address or say 'Dear Customer'.

We send our emails from donotreply@tvlicensing.co.uk (or donotreply@spp.tvlicensing.co.uk).

If you are a TV Licensing payment card customer and you make mobile payments via the TVL Pay app, you may receive emails from noreply@paypoint.com. The sender's name will show as ' TVL Pay '.

Scammers often hide the true email address they're using, check the email address. On your device, select the sender's name (or email address) to show the actual email address.

Scam emails often tell you that you need to make an urgent payment. We only email customers about payments if they have missed one. You can sign in to your account to check.

They often say you can get a refund or a cheaper licence. We will never do this unless you have contacted us about a refund and we are replying to you.

Scam emails may show a fake licence number. Your licence number is on letters we send you, or search your email inbox for emails from 'donotreply@tvlicensing.co.uk' (or 'donotreply@spp.tvlicensing.co.uk').

Check the web address. Make sure you're at tvlicensing.co.uk or spp.tvlicensing.co.uk

We won't ask for:

your mother's maiden name

your date of birth (unless you're over 74 and applying for a free TV Licence)

your card details to make a missed payment UNTIL you've signed in using your licence number, surname and postcode.

Here's an example of a real TV Licensing email. We've marked it up to help you spot if an email you've received is a scam.

1. Check the sender

Genuine TV Licensing emails are sent from donotreply@tvlicensing.co.uk or donotreply@spp.tvlicensing.co.uk.

2. Partial Postcode

If you have provided us with your postcode details, our emails will include part of your postcode and/or the name on the licence.

3. Look for your name

If you've given us your name, then we'll always address you using your last name and title. The scammers won't normally have that information about you. So, watch out for emails that only address you as "Dear client" or "Dear customer" - or just use your email address (or part of it).

4. Check the spelling and grammar

Because scammers can't use our genuine TV Licensing web addresses or email addresses, they'll try to use slightly different spellings - look out for things like hyphens and full stops in odd places.

Be suspicious too if there are mistakes in the email with capital letters or other grammatical errors, like missing full stops - this could be a scam.

5. Check the links

Be wary of emails promising money/refunds. For example, phrases such as, "click below to access your refund", followed by a request to provide your credit card or bank details (we would never process a refund in this way).

Always check links in an email before clicking or tapping them.

If you're on a computer
Hover over the link (but don't click it). This will reveal the name of the web address that you are being sent to.

If you're on a smartphone or tablet
Press and hold on the link (don't release while you are on the link). This will reveal the name of the web address that you are being sent to.

Phone and text scams

Send you a text message to tell you you're entitled to a refund

Ask you to set up a payment plan or provide your bank details by text message

Ask you to enter any personal details into our website until you've successfully signed into your licence.

Before you enter any information, you should check the website address is our genuine website tvlicensing.co.uk (or spp.tvlicensing.co.uk).

If you're a TV Licensing payment card customer, we may send you a text to ask you to make a payment. If you're a Simple Payment Plan customer, the link takes you to our secure payment provider (tvlspp.paythru.com)

If you're a TV Licensing payment card customer and you make mobile payments via the TVL Pay app, you may receive text messages from 'TVL Pay' to confirm your payment.

If you've just signed up for Direct Debit, you may receive a text message letting you know when your first payment will be taken

If you've contacted us by phone or on our automated service - we may send you a confirmation message or a satisfaction survey

If you receive your licence through the post, you may receive a message asking you to go paperless

If the message asks you to call a number, please check it's one of these numbers:

0300 555 0293 if you pay by payment card

0300 790 6082 if you pay by Direct Debit

0300 555 0355 if you are a Simple Payment Plan customer

If you've received a text which asks you to call any other number, do not call it.

Occasionally we may call you if there's a problem with your TV Licence. This will usually be about a missed payment, a cancelled Direct Debit, or a reminder to renew.

We'll call you from either 0300 790 6075, 0300 555 0285 or 0300 555 0355

If you're not sure the call is genuine, don't provide any personal information. You can also sign in to view your licence or payment plan.

If you've contacted us with a query, one of our team may call you back to discuss it. This may be from a withheld number, but the call will only be regarding the query you've raised.

Letter scams

Scammers may send you a letter, addressed to you by name, asking you to call or go online to confirm your payment details.

Letters from TV Licensing are genuine if:

you are currently licensed and you have given us your title and last name, we will always use these when we write to you. We'll also include your TV Licence number.

If you are registered as 'No Licence Needed', we'll include that reference number instead of your TV Licence number.

A scam letter will often tell you there is a problem with your licence or that you are due a refund. This is to try to get you to go to a fake website or call a fake number to sort it out. If you are ever suspicious or doubtful about what a letter is asking you to do, sign in to your licence to check if anything looks wrong.

Official TV Licensing websites are:

tvlicensing.co.uk

spp.tvlicensing.co.uk

75plan.tvlicensing.co.uk

QR Codes

QR (quick response) codes, like the one shown here, are becoming increasingly common. They can help you reach a website more quickly, using your
mobile phone.

To check if a QR code is genuinely from us, open the camera on your mobile and hover it over the code. It it's from us, you'll see one of the web links below, so you'll know it's safe to tap through:

tvlicensing.co.uk

spp.tvlicensing.co.uk

75plan.tvlicensing.co.uk

And if you can't use the QR code, or you don't want to, we'll always show the full web address in the communication as well, so you can use that to access
the webpage.

How to report an email or text scam

Report an email scam - We support the work of the Government's National Cyber Security Centre (NCSC) to help stop scammers.
Send any scam or suspicious emails to report@phishing.gov.uk and they will investigate.

Report a text scam - Take a screenshot of the message and send it to textscams@tvlicensing.co.uk

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We include the name and/or part of your postcode in our emails. Many scams simply use your email address or say 'Dear Customer'. We send our emails from donotreply@tvlicensing.co.uk (or donotreply@spp.tvlicensing.co.uk). If you are a TV Licensing payment card customer and you make mobile payments via the TVL Pay app, you may receive emails from noreply@paypoint.com.

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New guides: How to help customers disclose a mental health problem

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New guides: How to help customers disclose a mental health problem

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Many thanks to those who attended the launch of our new guides for essential services providers, on how to make it easier for consumers to disclose a mental health problem.

The three guides (developed in collaboration with the Money Advice Trust) are now available and free to download.

Read the guides

f you were unable to join us yesterday, the event and the presentations are now available to watch back on our website.

Watch here

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Advice if you're worried about higher energy bills

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Advice if you're worried about higher energy bills

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The number of households in fuel poverty is increasing as a result of the ongoing energy and cost of living crisis in Great Britain - and according to a recent study by Ofgem, consumers are feeling an increased sense of powerlessness.

In response to the ongoing financial pressures consumers are facing, we have created a 20-page guide titled ‘Advice if you’re worried about higher energy bills’ in collaboration with National Energy Action (NEA) and Energy Action Scotland (EAS).

The guide provides trustworthy advice and guidance for households facing fuel debt by sharing 5 key steps consumers can take if they are struggling with their energy bills - signposting to reputable organisations and sources of support throughout:

Check if you are eligible for grants or schemes to help you pay for your energy bills

Contact your energy supplier to see how they can help

Take regular meter readings, or get a smart meter

Make your home more energy efficient

Talk to someone for advice

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Materials | Resource Centre | Smart Energy GB

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Our range of smart meter materials are available as free printed copies, or can be downloaded for free. Browse our range of materials to suit your needs.

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Help for Households - Get government cost of living support

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Help for Households - Get government cost of living support

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The cost of living crisis is starting to effect most households in the UK with the impact being felt hardest by the poorest.

The UK Government have implemented some help, but it is hard to keep track of all the schemes and to relay this to the families and individuals we support on the frontline.

The Government has set up it’s ‘Help for Households’ website to bring all the schemes into one accessible place and helps us frontline workers stay up to date check it out here

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Household appliances: How much does it cost?

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Household appliances: How much does it cost?

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How much do your household appliances cost to run? Try a quiz from Made of Money based on current energy prices.

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Take our quiz to find out how much your household appliances are costing you.

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Please find below the links to the DWP Pension Credit stakeholder toolkit, which has been updated with a range of supporting products.

Pecyn cymorth Credyd Pensiwn - GOV.UK (www.gov.uk)

Pension Credit toolkit: - GOV.UK (www.gov.uk)

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IE Hub is an easy way to send your financial information to all the companies you owe money to. It removes the stressful phone calls and puts you in control of the information you share.

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IE Hub is a free online tool that lets you share your financial information with companies you owe money to.

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Videos and Fact Sheets on Electricity Storage Heaters

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Videos and Fact Sheets on Electricity Storage Heaters

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Please find attached fact sheet and video https://www.youtube.com/watch?v=qUwXE8mlj-I

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Stop Check Ask - How to identify genuine TV Licensing communications, and how to spot the scammers.

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Stop Check Ask - How to identify genuine TV Licensing communications, and how to spot the scammers.

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Is it genuinely from TV Licensing? Check out the info in the PDF attached.
If you’re unsure whether an email is genuine, head to tvl.co.uk/scam where you can find more advice on how to spot scam emails and where to report any you receive. #ScamSmart.

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My Support Space is an online resource designed to help you manage the impact that crime has had on you.
It is a free, safe, secure and confidential space where you can choose how you want to be supported after crime.

Our live chat service is available 24 hours a day 7 days a week via the victim support website: www.victimsupport.org.uk

To view a short video on ‘My Support Space’ please click the below link
https://www.youtube.com/watch?v=rSonmMDcFDU

These two fantastic resources can be accessed by anyone who is affected by crime regardless of when the crime happened and whether it was reported to the police or not.
Please share and promote these services to your front line staff and service users and encourage them also to contact our 24 hour support line for support outside of office hours on 0808 16 89 111.

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Safeguarding our children and vulnerable adults
Flintshire County Council is responsible for coordinating child and adult protection services in the county.  We are continuing to work closely with schools, North Wales Police, health agencies, doctors, health visitors, advocacy and other agencies to ensure children, families and individuals get the support they need.

If you have concerns or suspicions about a child in Flintshire being harmed, a family needing support or an adult who is at risk, please phone:

01352 701 000 to report concerns about children
03000 858 858 to report concerns about adults; or outside of regular office hours, please phone the Duty Social Worker on 0345 0533 116.

Child Protection referrals or queries can be emailed to ChildProtectionReferral@flintshire.gov.uk
Adult Protection referrals or queries can be emailed to SSDuty@flintshire.gov.uk
*Please be aware, that the inboxes are monitored weekdays, during office hours only.

You can also find more resources, information and advice on the Regional Safeguarding Board website: www.northwalessafeguardingboard.wales

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North Wales Safeguarding Board * Safeguarding children and adults across North Wales

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Safeguarding children and adults across North Wales