Citizens Advice - Tackling fuel poverty in deprived areas

We partner with Citizens Advice to help people out of fuel poverty in the most deprived areas, ensuring they stay warm and well with expert, impartial advice.

We fund their Energy Caseworker project to provide bespoke and holistic energy advice via specialist caseworkers in 17 local Citizens Advice offices.

Since the start of the project in February 2023, we have helped around 6,400 clients all of whom have been in or at risk of fuel poverty. Our holistic advice has supported clients with over 56,175 issues, who typically average 9 issues per client.

We have generated a total income gain of nearly £15m through ensuring clients are getting the correct benefits, energy entitlements and are making energy efficiency savings - an average of £2,344 per client.

I can see a good future now. I can get everything paid. You've been fantastic….you changed my life. All the worries I had, and everything has been solved. I can sleep at night. Client, Michael

Find out more at: www.citizensadvice.org.uk/debt-and-money/budgeting1/get-help-with-bills/

Fatmata is a refugee who, until she turned 18 recently, was in the care system. As a care leaver, she was entitled to claim Universal Credit, but without the life skills to manage her money or understand bills and living expenses, she felt overwhelmed and was already in arrears to her energy provider. To add to her struggles, English is not her first language, and that made speaking with suppliers or understanding her obligations, rights and options even harder.  

The caseworker contacted Fatmata’s water provider and arranged for her to be put on a social tariff, halving her monthly bill. They also helped put a payment plan in place towards the energy debt and assisted with an application to the E.on Customer Support Fund. Detailed advice on energy efficiency measures will save Fatmata around £351 each year and help her keep her home warmer.