Windows - I can't afford my repayments

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Based on our experience to date, the action you need to take if you can’t afford your repayments will depend on whom you owe the money to.

If you’re unable to pay your Green Deal payments, you'll be treated the same as if you're struggling to pay your energy bills. Your energy supplier has to take into account your ability to pay no matter how long it will take you to repay the debt. You have different options for repaying a debt to an energy supplier:

• Short-term arrangement: If you have a temporary problem, your energy supplier may let you pay in installments as long as the debt is all paid off before the next bill comes.

• Installments through a payment plan: Your energy supplier should agree to this, although they do not have to offer this if you have not kept up with a payment plan in the past.

A payment plan can be on a weekly, fortnightly or monthly basis. The amount you regularly pay will include an amount for your current use (this is usually estimated) and an amount towards your debt.

If you can't afford to pay off the arrears in this way and you want to keep your gas or electricity supply, you may have to accept the installment of a prepayment meter.

If you can’t afford to keep up repayments on a loan you took out for your new window installation, you should inform the respective company immediately. If you fall behind with payments the lender must send you an arrears notice including an Office of Fair Trading (OFT) information sheet. They cannot take any further action, such as taking you to court, until they’ve sent you this notice.

Resolver recommends that you submit your concern as to dealing with your debt in writing and we can assist you in all aspects of your complaint; formulating letters, recording dialogues, and reminding you when and who to escalate to.

Resolver can help you resolve any issue arising for free quickly and without hassle. As a first step we can assist you in writing your letter of concern. You can click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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