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Energy confident new tenants service

Changeworks received funding from the William Grant Foundation to develop a preventative energy advice service for new housing association tenants.

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Changeworks received funding from the William Grant Foundation to develop a preventative energy advice service for new housing association tenants. Based on the premise that, for many tenants, preventable energy issues often start on day one of their new tenancy, Energy Confident New Tenants (ECNT) aims to support new tenants to build their confidence by managing energy from the offset. 

This early intervention service was designed with input from housing association tenants and staff, as well as Changeworks' Affordable Warmth Service advisors. The service can be easily integrated into housing associations' existing processes for new tenants, to encourage and support them to proactively manage their energy through an energy diary and an online energy library of resources.  As part of the service, tenants are asked about their confidence in managing energy at home, which helps identify those who might benefit from additional support from an energy advisor.  

ECNT was piloted over a five-month period in summer 2023 with positive results. Although the initial pilot sample size was small, the project team took away key insights that allowed them to add value to other related projects, and highlight areas for development.

One such insight was the importance of more frequent bite-sized energy information, as it can be overwhelming for new tenants moving into a home for the first time. In addition, the pilot highlighted the benefit of a targeted approach that enabled vulnerable tenants to be identified and supported earlier, reducing the need for more in-depth advocacy support later.  

The pilot service was well received by housing associations. Eildon Housing Association said:

"I think the project is a really important one as setting up tenants in the best way possible from start of tenancy is of great benefit to them and us." 

A second testing period started in winter 2023 for a six-month duration to test the service for delivery at scale. 

Case Study 

Tenant X moved into their new property in June 2023 and received an energy diary and signed up to the Energy Confident New Tenants digital library as part of their housing association’s new tenant process.  

Following sign-up, after they had some time to settle into their new home, the tenant shared that they:

  • weren’t sure if that had taken on debt from the previous occupant
  • had not yet set up their energy account with a supplier
  • had not yet looked at different tariffs
  • did not think they qualified for any energy discounts.  

An advisor contacted the tenant to offer additional support and it became clear that X was confused by their new heating system. In their previous property, they had a pre-payment meter and found this easy to use and top up. The new property had a credit meter, which they were not familiar with, and they also received a bill in October for £335. They couldn’t understand why this was so high and were worried about covering the costs. The advisor explained to X:   

  • how credit meters work and how this is different from a pre-payment meter
  • how to read a credit meter and submit these to the supplier, and the benefits of doing this regularly
  • broke down the bill that X received in October, and explained that this was for 3 months, averaging at £2.47 per day, which made X feel less worried about covering the costs
  • how to change supplier if X wished to do so
  • and how to apply for the Home Heating Support Fund

Benefits of the Service  

X submitted their first meter reading after speaking to an advisor, and now understands the importance of taking meter readings regularly. They feel less worried about their energy bills as they understand how much they are spending on average per day. They also know how to apply for the Home Heating Support Fund if they need to, and they were happy to try to do this independently. In the end, X felt assured and more confident with managing their home energy, and they know that they can get in touch with Changeworks for support if they need this again in the future.

Here is what the tenant had to say about the service: "The service is entirely a brilliant idea run by open minded staff that gives advice/help to people needs them at most, its advice is straightforward regardless of who or what you are, it takes stress away with the advisors way of dealing and reply with questions and queries. TEN stars."

Changeworks is committed to supporting a just transition towards a positive low-carbon reality and to tackling fuel poverty. The ECNT service will continue to support tenants as part of the expanded Housing Association Energy Support Service offered by Changeworks. This will be a key part of ensuring holistic energy support for housing associations and their tenants; helping to avoid potential energy issues from arrival to a new property and also providing ongoing energy support in existing properties or once tenants are settled in their new homes.

To find out more about how Changeworks can help with tenant engagement and providing energy advice, visit  Housing Associations | Changeworks. 

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