Last year, Changeworks alongside five Scottish Federation of Housing Association (SFHA) members, piloted a Housing Association Energy Support Service (HAESS) with energy advice and advocacy for tenants. The service offered tenants various levels of energy information, advice and support depending on their needs.
Tenants could receive tailored support from Changeworks' Affordable Warmth Advisors, who provide expert energy advice and advocacy to prevent and alleviate fuel poverty. The Advisors helped tenants to save energy, access financial support and be more affordably warm at home.
Advisors attended community events to talk about different energy issues and visit priority developments to answer any energy-related questions tenants may have. All tenants also had access to an online energy advice library, with step-by-step guides and videos so they felt confident resolving common energy issues in a way that is convenient for them.
What impact has HAESS had?
The service was piloted for 10 months from September to June ‘24 across five large housing providers; Bield Housing Association, Blackwood Homes and Care, Cairn housing Association, Hanover, Housing Association and Trust Housing Association. It was funded through the Social Housing Fuel Support Fund with Hanover as the lead partner. The learnings from this pilot were used to develop an affordable and impactful ‘Tenant Energy Support’ (TES) service suitable for scaling. TES will be available to housing associations later this year.
By the end of the pilot there were over 770 referrals to the service, and over 1,000 users visiting its energy advice online library. It’s estimated that across the five housing association partners there’s been a collective saving of £160,211 from changing behaviour following energy advice, access to external grants and debt write off, and advocacy with billing.
A key learning from the project has been around the challenges of raising awareness of a new service amongst staff as well as engaging with tenants, especially those identified as non-digital. After testing different communication channels, it was found that there was low engagement with predominantly digital channels used to communicate with tenants. The team adapted its approach and undertook a postcard reminder campaign highlighting the availability of the service. At the same time, they embarked on a programme of community engagement talks and events at developments to build awareness and trust and encourage harder to reach tenants to engage with the service.
This had the added benefit of tenants being able to instantly access expert energy advice by speaking with Affordable Warmth Advisors. Advisors can make referrals from these events, and identify tenants with complex energy concerns. Especially for non-digital tenants, this outreach was vital to building a good relationship and trust between the service and its users.
Case study: How HAESS supported tenants
Mrs R was a tenant living alone with chronic health conditions. She approached Changeworks through the service for support with a large debt on her account that she’d been unable to resolve despite disputes, the stress of which was making her ill.
The Advisor gave her advice on reducing fuel costs based on how she used energy in her home and also raised a formal complaint with her supplier. In addition, they helped Mrs R get more support by being added onto the Priority Service Register and making an application for the Home Heating Support Fund to reduce her debt.
In total Mrs R saved £6,793 through supplier advocacy, the home Heating Support Fund, Warm Home Discount, compensation from her supplier, and changing how she uses energy following advice. Not only is this a great financial saving but has also had a hugely positive impact on Mrs R’s wellbeing, who now feels relieved about her debt but also confident with her energy accounts now they are in a healthier position.
The new Tenant Energy Support (TES) service will be available to Housing Associations across Scotland, on a membership basis. If you would like to find out more about it or how Changeworks can work with you, please contact workwithus@changeworks.org.uk.
