A HOUSING association tenant in Lydney got a shock when she received a big bill after calling the organisation for help when her power went off in the coldest week of the year.

Mrs Rita Jones of Lychgate Mews says an electrician who called went over the property and left when the fault was fixed.

However, she was very surprised to receive notification from Gloucestershire Housing Associati­on that the problem had been a lack of money in the meter, which was not the case, she says.

"I wasn't born yesterday – I wouldn't call someone out if that the case. There was at least a few pounds in the meter because I checked, so it's nonsense. I've been paying through a meter for 42 years and I manage it very well."

Mrs Jones, who is on a disability allowance because of back troubles, says she is simply unable to pay the bill, which she believes is the association's liability as a legitimate faulty system.

She said she had tried hard to explain the situation to somebody at the association but felt she was getting nowhere and asked relatives to help. So far they too had found it hard to get somebody to listen to the case.

The Review called the association and was referred to its press communications team at Guinness Hermitage based in Havant, Hampshire – an industrial and provident society and member of the Guinness Partnership, the largest social housing provider in the UK.

They responded: "Mrs Jones contacted Guinness Hermitage on Tuesday January 10 to report that she had no power to her home. Our repairs advisor asked relevant questions in order to establish the possible cause and, during this conversation, Mrs. Jones confirmed that there was credit on the meter.

"Rectifying loss of power is obviously considered a high priority and the call was given an 'emergency' rating, which means attendance to the property will be made in 24 hours.

"Our contractor duly visited within two hours of the call, and advised that the reason for the power failure was insufficient credit on the meter. This was confirmed by a call to Mrs. Jones' utility company, which our contractor offered to make on Mrs. Jones' behalf.

"As there was no fault for which Guinness Hermitage would be responsible, Mrs Jones was charged for the cost of the call-out. The £111.00 cost comprises a £57.50 call-out charge from our contractor, our own £35 administration fee to cover our own costs, and an £18.50 vat charge.

"However, we are of course very willing to rectify any mistakes, and if Mrs. Jones can show that we have made an error over this re-charge in any way we will of course rectify it."