July Spotlight - Citizens Advice: How are we supporting our customers through fuel poverty?

Citizens Advice is a national charity that deliver free, confidential, and impartial advice from its 1,866 locations. Last year, it supported more than 2.55 million people directly, and received 58 million views across its website.

Louise Kelly , Citizens Advice Trust & Foundation Lead, commented, “We believe that nobody should have to face their problems alone. No one else sees so many people with so many different kinds of problems, that gives us a unique insight into the challenges people are facing today”.

Our funding for a twelve-month pilot across eight locations, has enabled Citizens Advice to help more customers in crisis who are struggling to pay their energy bills and in need of specialised advice and support.?

When discussing the proposal for the current pilot, Julia Dwyer , Director of the Cadent Foundation, commented "We are aware many of the most vulnerable in our communities are dealing with multiple, complex issues related to fuel poverty. This pilot allows caseworkers to support customers through to resolution, resulting in them feeling empowered, knowledgeable and less anxious, and in turn, tackling fuel poverty in the long term".

Since the pilot launched in February 2023 up to 30 June, our partnership has helped 393 clients with one-to-one advice. From our services we have identified more than?￡210,000?of estimated additional income for those supported - an average of?￡539?per customer.

The chosen pilot locations make up some of the most deprived areas in our network, including, Liverpool, Birmingham, Lincoln and Ipswich. Over the length of the pilot, we will support at least 1,600 customers from these communities with energy and income maximisation support through to resolution, with a ‘hand holding’ service available for the most vulnerable. Customers will receive a better understanding of energy efficiency measures and benefit entitlements, and awareness on dealing with and reducing fuel debt, including financial support to pay for debt and energy bills.

For those currently struggling with their bills, Louise Kelly, said?“Help is out there. We have loads of self-help advice on our?website, including a benefit eligibility tool and an appliances tool to help you check the average cost of using household appliances. Our experienced advisers can provide tailored one-to-one advice over the phone, in person or via webchat”.

Ada's story

Ada was struggling financially and trying to access council housing. Despite receiving benefits, her family have less than ￡250 a month to live on. She was put in touch with a caseworker by calling her local Citizens Advice. Ada received a full benefits check to make sure she was claiming all she could, Ada was able to secure a discretionary housing grant to assist with her rent, and will be back in touch with her caseworker soon, once she has secured a new property from the council.

Citizens Advice has helped Ada with:

• free energy efficiency items worth ￡45 which will result in energy savings of ￡365 per year.
• her confidence in managing her issues now and in the future - together with the changes she will make with her use of energy, she should save up to ￡450 a year.
• a reduction in her energy bill of ￡274 a year and a saving of ￡20 a week on food shopping.
• a change to a social tariff on her mobile that will save her ￡10 a week.
• a one-off grant of ￡50 to help towards energy costs and living expenses.

Ada reflected, "I think this is fantastic support for people.?I would not have been able to manage without your help".

*Names have been changed to preserve anonymity.

Citizens Advice' key priorities for 2023

Citizens Advice will continue supporting and advocating for its clients through the cost-of-living crisis. During the first six months of 2023, it has supported 126,000 people, more than it has ever helped during this point of the year. In the same timescale, nearly seven million people are going without heating, hot water, and electricity.

Citizens Advice has reported seeing an increase in returning and first-time customer. 50% of the charities customers now have a negative budget, learn more about this in the?Living on Empty?policy report.

The charity commented “Although in recent months we’ve seen a reduction in energy costs, it's important to remember that the average energy bill is still almost double what it was last year. Our data shows that many people are still struggling to pay their energy bills throughout the summer months".

View the Citizens Advice monthly?cost of living dashboard?for more information on the unfortunate trends it is seeing.

For more information about the services provided by Citizens Advice,?view their website.

Visit the?Cadent Foundation webpage?to learn more about the other charities we partner with.