Southport Resident in HIPS Payment Nightmare

Friday, 27 August 2010

Although scrapped by the Coalition Government, Home Improvement Packs (HIPS) are still causing problems as one Southport resident has been finding out.

Jane Girvin incurred the additional costs of the costly and controversial Home Information Packs (HIPs) when trying to sell her property. These additional costs forced Mrs Girvin to contact an outside financial service provider, Close Payment Services. Initially the company was sympathetic to Mrs Girvin’s case, setting up and entering into a mutual agreement in which the costs of the HIPs pack was spread into manageable monthly instalments.

However, after two monthly instalments had been paid successfully to the company, without prior notice they withdrew the remaining balance from Mrs Girvin’s account. After contacting them numerous times they failed to give a reason as to why the full amount had been withdrawn.

Dr Pugh contacted the manager of Close Payment Services asking that a full refund be paid to his constituent.  “The withdrawal of the full balance from Mrs Girvin’s account clearly contradicted the agreement between the company and Mrs Girvin, which she had entered into in good faith,” commented Dr Pugh.

"Mrs Girvin had every intention of paying off the full amount in the agreed monthly instalments. She simply could not afford to have had such a large amount withdrawn from her account." The manager of Close Payment Services subsequently contacted Mrs Girvin issuing a refund. The successful outcome left her relieved after the trauma of such a financial burden combined with the unsuccessful attempts when initially trying to contact the company herself."

Dr Pugh believes that many other residents could have experienced similar problems. "Although HIPs have now been suspended I’m in no doubt that there will be other constituents who are caught up in a similar, if not identical, problems. I would like to encourage residents to contact my office with such problems and we will do our best to offer assistance."