Working together to help customers access practical support, tackle fuel poverty and improve wellbeing 

Fuel poverty remains one of the most significant challenges facing the communities across our network.

We are working with trusted partners to help customers stay warm, safe and well by addressing the underlying causes of financial vulnerability. Our support focuses on improving energy efficiency, maximising household income and connecting people to practical help that builds long-term resilience.

Helping customers stay warm and financially resilient

Fuel poverty is shaped by a mix of financial pressures, housing conditions and personal circumstances. That is why we take a whole-home approach, tailoring support to each household’s needs rather than offering one-size-fits-all advice.

Through our trusted community partners, we help customers access practical advice, specialist services and available funding. This makes it easier for people to get the right help quickly, especially those who may not know what support is available or how to access it.

This support can help reduce energy costs, improve home conditions and ease wider pressures on health and wellbeing. By connecting customers to joined-up support, we can help them live in warmer, safer homes and build greater financial resilience over time.

Working together to reduce fuel poverty

Strong partnerships are central to how we reach customers who may be struggling. By bringing together Centre for Warmth leaders, charities and industry experts, we can share insight, strengthen referral routes and develop practical support that responds to local need.

During the final year of RIIO-2, our regional vulnerability conferences helped partners explore new ways of working together and identify opportunities to improve support for communities. In RIIO-3, we will build on this work by continuing to bring together our partners, to help them respond to rising demand and support more sustainable, joined-up services for customers most in need.

Providing practical support

Our aim is to help customers access the right support at the right time, so they can reduce energy costs, improve their living conditions and feel more financially secure. By looking at the needs of the entire household, we can provide practical help that supports warmer, healthier homes and better long-term outcomes.

Through this approach, customers can be connected to a range of practical support, including:

• Energy efficiency advice to help households reduce usage, manage bills and stay warm.
• Income maximisation, benefits checks and financial guidance to help customers access the support they are entitled to.
• Debt and budgeting support to ease immediate pressure and build longer-term financial confidence.
• Warm home guidance to help customers keep their homes safer, healthier and more comfortable.
• Referrals to specialist organisations where customers need additional or ongoing support.