Protecting Older People from Fraud (Wales)

Lord Murphy of Torfaen Excerpts

Tuesday 15th October 2013 Westminster Hall

[Paul Murphy (Torfaen) (Lab)]

I am glad to be serving under your Celtic chairmanship, Mr Weir. I am sure that you understand that some of the issues in today’s debate are very much relevant to the whole of the United Kingdom. I am also grateful to the Minister, whom we look forward to hearing from later.

A few statistics will show the extent of scams just in Wales, and how they affect all of us who represent Welsh constituencies. Between February 2012 and February 2013, 2,500 scams were reported, but it is reckoned that only 5% of scams that occur are reported to the authorities, so the total number could be as high as 50,000. There were 958 doorstep complaints, with 19 prosecutions, and 1,658 post, e-mail and telephone scams, with only two prosecutions. Those figures are revealing, not least because the majority of the victims of those scams were probably people, such as myself, over the age of 60. Those who are affected by such crooks and gangsters, who prey on our old people, are, I fear, vulnerable, physically and mentally. On average, older people lose £1,200 per person when swindled, although they can lose an awful lot more—their dignity, their self-esteem and, tragically and occasionally, their very will to live.

Recent examples of scams in Wales include one that involved the distinguished correspondent for BBC Wales, David Cornock. His elderly mother was swindled out of £270,000 by fraudsters, eventually leading to her premature death. In addition, a man in my constituency sent money to a non-existent lottery, the so-called European Lottery Guild, while a woman in Wales sent nearly all her money to a clairvoyant in Switzerland. Those examples are only the tip of the iceberg, which is why Age Cymru—a fine organisation—is now campaigning on the issue, led by Gerry Keighley, who used to be the editor of my local evening paper, the South Wales Argus. They are all doing a great job.

[Chris Evans (Islwyn) (Lab/Co-op)]

The Bryn estate in Pontllanfraith in my constituency has been plagued by doorstep scammers, rogue traders and their ilk for a number of years. Thanks to the Bryn residents’ association, a “no cold calling” zone has been introduced, which has had a huge and beneficial effect. Does my right hon. Friend agree that such schemes require further sight by the Government and endorsement throughout the country?

[Paul Murphy]

Indeed I do, and I shall come on to that matter in one of my recommendations to the Minister. My hon. Friend makes an interesting point, however, about the role of neighbours. When someone is aware that an older person or couple, vulnerable as they are, lives nearby, neighbours, as well as friends and family, have a huge role to play in deterring such terrible things, as do citizens advice bureaux and our local authorities’ trading standards departments, all of which are aware of the issues.

I want to bring to the attention of Members a new sharp practice—that is what I shall call it at this stage—resulting from the so-called green companies exploiting the Government’s affordable warmth scheme and the green deal. Those schemes are, in themselves, good; they seek to give vulnerable people, such as those on benefits or who are older, help towards reducing their energy bills, whether through insulation or whatever. I am in no way criticising such excellent schemes, which are funded by the United Kingdom Government, not the Welsh Government, although of course they operate in Wales as well as throughout the rest of the United Kingdom.

Such phone-in companies call older people and try to persuade them to register for advice and assistance, for which they are charged. In reality, those who wish to take advantage of the Government schemes can simply go to the authorities, official help lines, citizens advice bureaux or trading standards departments and ask for advice on what they should do. As everyone in the Chamber knows, however, people are often caught by a person calling on the telephone, and they are susceptible and more vulnerable to such activity.

[Jessica Morden (Newport East) (Lab)]

I congratulate my right hon. Friend on securing the debate and on his work with Age Cymru, which I hope will help people in future. I, too, have seen a huge increase in my constituency of companies using the green deal to scam older people—cowboy practices. Recent cases have now been referred to trading standards, but they are clearly the tip of the iceberg. Does he agree that this seems to be a particular problem in south Wales, as reported by Which? recently? We should investigate that issue more fully.

[Paul Murphy]

Indeed. I did not come across that until constituents came to me with their problems. I shall give three examples—there are many—of this sort of practice. Eco Green Deal Solutions has now shut down, I am delighted to say, after the consumer watchdog programme, “X-Ray” on BBC Wales found that several customers who were not eligible were charged up to £249 for arrangement and assessment fees. Another is Cornerstone Green Solutions, which took £99 from an elderly and vulnerable lady in my constituency. I understand that another company, Diversity Network Ltd, which is totally independent of the other two, has tried to arrange a refund.

The company that has caused most concern throughout south Wales, including in my hon. Friend’s constituency, is Becoming Green. It has caused great distress to some constituents who came to see me, and among other things, it caused me to raise the matter in Parliament. It is charging older people £299 for what it calls its advice service, and when it is challenged, my constituents are unable to get their money back. One of its customers—interestingly, bearing in mind the earlier debate, he lives in Torquay—recently wrote to a national newspaper, whose reporter contacted the company 17 times before getting beyond an electronic switchboard, which cut him off. I also had great trouble getting through to the company, as did my constituents.

The problem is that admirable schemes have been undermined by the activities of companies that are jumping on the bandwagon simply to make a big profit. I have contacted trading standards offices. Torfaen has an excellent trading standards office, which in recent weeks has received 62 complaints about such companies, 44 of which trade in becoming green, almost wholly from people over 60. The companies that I mentioned operated in Cardiff, where trading standards have received many complaints. Both authorities, and probably Newport and Caerphilly, are looking closely into the activities of those companies and others, and investigating them.

[Nia Griffith (Llanelli) (Lab)]

Does my right hon. Friend agree that in many instances such companies come up with ideas that are totally inappropriate for the householders they meet. I know of people living in terraced houses who use coal to heat their homes but are being told all sorts of nonsense about new gas boilers when they are not on mains gas? Much of the scammers’ advice is hot air, and we must ensure that we get rid of them.

[Paul Murphy]

My hon. Friend makes a valid point. The companies often confuse older people by offering opportunities that may never occur. They may refer to loans as grants, and confuse the people they are talking to.

This is not the Minister’s direct responsibility, but will he liaise on this matter particularly—I will come to other recommendations—with his counterpart in the Welsh Assembly Government and Welsh local authorities to publicise as much as possible the activities that we have all condemned today, so that our constituents are aware of them and can report them to the proper authorities? The Torfaen newspaper, which goes through every letter box in the valley, has highlighted the issue, so that people are made aware of it. That is the sort of thing that we must do.

I turn to more general points, which are important and on which the Government could help. First, will the Minister liaise with Royal Mail so that protocols are changed to allow staff to offer advice and to report suspicious mail? Postal companies should be empowered to refuse to deliver misleading, dishonest or scam mail in which promises and guarantees of large sums of money to the recipients are visible on the envelope. That might require the law to be amended, but it is worth considering. Age Cymru has heard of older people receiving up to 70 letters a day from companies encouraging them to take part in various scams. Secondly, will he work with the telephone companies to offer more protection against phone calls, especially from abroad, and to close down offenders’ lines? Thirdly, will he work with internet providers to increase protection by blocking access to known offenders?

My hon. Friend the Member for Islwyn (Chris Evans) referred to increasing the number of “no cold calling” zones throughout Wales. There are 14 in my constituency, and they are located specifically in areas where people are more elderly and vulnerable. They have been particularly successful in Torfaen, but they exist in other constituencies, and they should be encouraged. I hope that the Minister will liaise with Welsh local government to ensure that the matter is taken up.

It is the collective job of the United Kingdom Government, the Welsh Assembly Government and councils in Wales to protect the most vulnerable people in society from the activities of the unscrupulous rogues who plague us and prey on older people.