1. Make the most
of your energy

2. Community Action Norfolk
Community Action Norfolk is an independent charity formed from the merger of Norfolk RCC and West Norfolk VCA.
The long term focus for our work is on building a stronger, fairer Norfolk. We do this through support, empowerment and strategic partnership with local voluntary, community, social enterprise organisations as well as other key stakeholders. 
© Big Energy Saving Network 2015

3. Why frontline staff training – what can you do?
Eyes and ears
Signposting
Referrals for additional help (framework being developed or through Homeshield
Enough knowledge to be able to have those conversations when the subject arises.
Provide intelligence – issues, solutions
© Big Energy Saving Network 2015

4. Fuel Poverty in the UK

5. Reducing fuel poverty Thinkingfuel - Oil Bulk Buying Scheme
Supporting Switch and Save – collective switching
Advocacy and support for communities
Renewables projects
Funding support
Training for consumers
British Gas Healthy Homes, Big Energy Saving Network, Energy Best Deal

6. What is Fuel Poverty?
Introduced in 2013, The Low Income High Cost (LIHC) indicator is the official fuel poverty indicator and classes a household as being in fuel poverty if its energy costs are above the average (median) for its household type and this expenditure pushes it below the poverty line.
The 10% indicator measures fuel poverty as a need to spend more than 10% of household income to fulfil reasonable heating and cooking fuel requirements.

7. How many people are in fuel poverty?
2.28 million using the new definition
Using the previous fuel poverty measure (the 10% indicator), the latest statistics indicate that there are 4.5 million households in fuel poverty in the UK of which around 3 million are in England

8. Norfolk
In 2011, it is estimated that there were around 41,200 Norfolk households in fuel poverty, representing 11% of the county’s households - this is worse than both the East of England region (10.2%) and England (10.9%) averages.
The change in definition (from the 10% to the LIHC definition) has resulted in a reduction of around 24,100 Norfolk households living in fuel poverty, based on 2011 data

9. Norfolk
With the change in definition of fuel poverty, the areas of Norfolk worst affected by fuel poverty are now urban, although there are still many rural areas with higher than average levels – 70% of areas classified as being in a ‘sparse setting’ have worse levels of fuel poverty than average.
Around 9,000 Norfolk homes have no central heating (2.4% of households), with Great Yarmouth (3.7%), North Norfolk (3.4%) and Norwich (2.6%) worse than average.
Because of limited gas connectivity, households in many areas of Norfolk have above average electric and oil use (especially in rural areas), and so are disproportionately disadvantaged by the cost of heating their homes.
The average fuel poverty gap in the East of England is £374. (the additional amount a household would need, per year, to make their energy bills affordable)
77% of homes in fuel poverty have a vulnerable person living in them

10. What problems does living in a cold home create?
The UK has one of the highest excess winter death rates in Europe – based on a conservative estimate by the World Health Organization, around 30% of excess winter deaths can be attributed to excessively cold temperatures in the home during the winter months.
Based on statistics for England and Wales in 2013–14, this means that around 5,460 people died because of cold housing.
For every 1°C below the winter average temperature there are 8,000 additional deaths in the UK – many of these are preventable
In Norfolk this equates to 620 extra deaths per year in winter
Many more people will become ill as a result of living in cold homes and because of fuel poverty. The costs to the NHS of treating the illnesses caused and aggravated by cold homes are estimated to be about £1.36 billion per year, with additional social care costs likely to increase this even further.

11. Health Issues
The physical health impacts most commonly experienced by those living in cold homes are respiratory and circulatory illnesses.
Mental Health is also affected - for example, the cumulative impact on people’s health and wellbeing of fuel poverty stressors, such as worrying about Health issues, bills.
The indirect impacts on quality of life also have considerable detrimental effects on health and wellbeing: these include tough ‘heat or eat’ choices and not having a warm place to work or study.

12. Fuel Poverty in Norfolk

13. Excess Winter Death in Norfolk

14. How to recognise a cold, damp home

15. Outdoors Gutters Windows Curtains
External observations of the house may give clues to cold and dampness etc
Stained exteriors, gaps in brickwork, rotten window-frames and leaks in pipes & guttering
Is the house of a type that could have cavity wall insulation – does it have this?
Are there gaps around windows & doors
Are curtains open during the day & closed at night?
Are they substantial to help keep in warmth?
Do they show signs of damp or mould?

16. Feel Cold Draughts Damp Temperature difference
Does the room feel cold on entry or when you have been in it for a while?
Is the resident:
Heating or staying in 1 room?
Unable to pay fuel bills?
Able to heat their bedroom or are they experiencing a change in temperature and a cold bed?
The Warm Front scheme provides government grants towards insulation & heating improvements Tel:

17. See Mould Peeling paper/paint Blocked ventilation Clothing
Cold homes are also likely to suffer from condensation and damp, this in turn encourages mould growth and the proliferation of dust mites. High concentrations of allergens from those in the air may trigger reactions and cause additional problems for those with respiratory illnesses e.g. asthma.

18. Heating Portable heaters No central heating Heating not being used
To help maintain health and comfort in the home we should aim to keep our homes at, or around, the temperatures shown earlier.
This is especially important for households deemed vulnerable who may require higher temperatures.
However, homes warmer than those temperatures can also lead to health problems so we need to be alert to this too.
Are the sources of heating:
Appropriate
Efficient
Affordable
Safe
Is the heating on?

19. Conversations – Making Every Contact count
health
lack of heating
fuel use
money problems
debt problems
cold draughts
staying in bed
being confined to specific rooms
Making every contact count: M.E.C.C helps us think about making the most from every contact.
Your contact with vulnerable individuals is so important, in some case they only contact they may have that day.
Whilst in contact for one reason it may be possible to help with another.
As a trusted contact your help might be more easily accepted.
This training pack may help you spot areas of concern.
By using the referral pathway you can gain help for your ‘customer’ over a variety of issues.

20. Energy Best Deal

21. Energy Best Deal
Gas and electricity prices are rising but there are ways to cut the cost of your energy bills:
Make sure you’re getting the best energy deal for you.
If bills are a struggle - get help from suppliers or government schemes.
Make your home more energy efficient.
Energy Best Deal can help you pay no more than you need to.

22. Simpler, clearer, fairer
Suppliers are now required to make sure that:
The number of tariffs has been limited to 4 for gas and 4 for electricity and their tariff structures are simpler.
They provide better information on bills and your annual summary to help you compare deals.
They treat you fairly in all your interactions with them.
Download Ofgem's handy Be An Energy Shopper guide from goenergyshopping.co.uk

23. Every year, ask yourself:
Would switching supplier(s) save me money?
Am I eligible for welfare benefits?
Am I eligible for a grant to improve the energy efficiency of my home?
Am I on the best energy deal and/or payment option? (dependent on your needs)

24. Switching supplier

25. Time to switch? 27million households in the UK
90% - 24 million with big six suppliers
23 million didn’t switch in 2014
20 million didn’t switch tariff either
16 million have not switched in 15 years
Avg domestic energy bill has gone up
96% in the last 15 years (biggest increases
last 7 years - incomes increased by only 50% in
same period
Avg saving last year £220
Avg difference between big 6 variable tariff and best dual fuel deal was £287 in June 2015

26. Information required to make an informed choice
Find your most recent annual summary or bill. It will show you:
the name of the tariff you are currently on, and the tariff that is cheapest for you
how much energy you used in the last 12 months
your personal projection – how much energy your supplier estimates you’ll use over the next 12 months.
You will also need your postcode and to know how you pay for energy.

27. Finding a better energy deal
Talk to your supplier or view their website.
Use the Citizens Advice comparison site energycompare.citizensadvice.org.uk
Use an approved online price comparison site, found on goenergyshopping.co.uk/confidence-code 
Contact other suppliers to compare deals.
If you can’t access the internet call the Citizens Advice consumer service on

28. Before switching
How do you want to pay? Suppliers offer a range of payment options, so make sure that you choose one that is right for your circumstances.
Can you manage your bills online? Discounts are available for dual-fuel accounts and managing your account online.
Do you owe money to your current supplier? If you have an outstanding debt to your supplier find out what your options are.
Which tariff suits you best? Fixed price tariffs may be the cheapest but there could be penalties if you switch before the end of the deal.
Do you currently receive Warm Home Discount? If you get the Warm Home Discount it’s worth checking whether you will still get this help if you switch.

29. Can everyone switch? Most people can switch supplier.
With a pay-as-you-go meter you can switch with a debt of up to £500.
If you rent and you are responsible for energy bills, you have the right to switch. A landlord only has the right to choose energy supplier if they are paying the energy bills.
If you switch:
There is no danger of your energy supply being disconnected.
You will not need a new meter.
The gas and electricity you receive in your home will remain the same.
The only difference you will see is that your bill will be from your new supplier.

30. Choosing the right tariff and payment method
Dual fuel - although be aware that dual fuel isn’t always the cheapest. Sometimes it can be cheaper to get gas and electricity from different suppliers. Fixed term - this means the price of your energy will not change for the duration of the deal (there may be a penalty for leaving the deal early). Remember that bills could still increase if more energy is used Internet deals - offer discounts for customers who manage their account online Payment options could save you money or help you budget: Direct debit - payments for your energy come straight out of your bank account. Standard credit - paying your bill by cheque, cash, bank card or PayPoint/Payzone. Pay-as-you-go meters - pay in advance for your energy by topping up a card or a key.

31. Help available

32. Priority Services Register (PSR)
If you are of pensionable age, disabled, chronically sick or have sight or hearing difficulties you can qualify for your supplier’s PSR. Dependent on circumstances, PSR customers can access services such as:
Free gas appliance safety check
Relocation of pay as you go meter for improved access
Password protection scheme
Quarterly meter readings
Bill nominee scheme
Advance notice of supply interruptions
Bills in alternative formats

33. Getting help with your energy bills
Most energy suppliers offer some form of help to their customers who are struggling to pay their energy bills.
If you owe your supplier money, they must offer a payment arrangement that takes account of your financial circumstance and ability to pay. Talk to them about your options.
Fuel direct or other repayment options
Prepayment meters

34. Warm Home Discount
This is a discount of £ which is deducted from your ELECTRICITY bill ONLY.
You automatically qualify for the discount if on the 12 July 2015 all the following apply:
Your supplier was part of the scheme
Your name (or your partner’s) was on the bill
You were getting the Guaranteed Credit element of Pension Credit (even if you were getting Savings Credit as well)
You may also qualify if you are on certain benefits. Call your supplier to find out if you are eligible and see citizensadvice.org.uk.

35. Help from the Government
Winter Fuel Payment – an annual payment to people of pensionable age to help keep warm in winter. Payments vary between £100 to £300 depending on your individual circumstances. If you have not been receiving this payment, call the Winter Fuel Payment Helpline on or visit gov.uk or citizensadvice.org.uk.
Cold weather payments – eligible households who experience temperatures below zero degrees Celsius over seven consecutive days between 1 November – 31 March will automatically receive £25 for each seven day period.

36. Energy saving tips

37. Saving money, reducing costs
You can save around £30 a year just by remembering to turn your appliances off standby mode.
You can save around £50 a year just by using your kitchen appliances more carefully
Use a bowl to wash up rather than a running tap and save £30 a year in energy bills. Only fill the kettle with the amount of water that you need and save around £7 a year. Cutback your washing machine use by just one cycle per week and save £5 a year on energy, and a further £8 a year on metered water bills.
© Big Energy Saving Network 2015

38. Saving Money, reducing costs
Spending one minute less in the shower each day will save £10 off your energy bills each year, per person. With a water meter this will save a further £15 off annual water and sewerage bills. If everyone in a four person family did this it would lead to a total saving of £100 a year.
Turning down your room thermostat by just one degree can save between £85 and £90 a year.
Switching electricity/gas supplier or tafiff can save up to £200 per year especially if you have not switched in the last 7 years