Impact report full s

NATIONAL ENERGY ACTION IMPACT REPORT 2025-26

1

‘‘

Our integration of long-term strategic delivery and responsive action enabled us to both mitigate immediate hardship and contribute to longterm change."

2

‘‘

Adam Scorer, Chief Executive, National Energy Action

How world events impacted National Energy Action’s work

•

Prices remained structurally high relative to pre-crisis levels.

•

High standing charges and accumulated debt limited improvements in affordability.

•

Total household energy debt had reached around £4.4 billion (more than triple pre-crisis levels) with over a million households in arrears without repayment arrangements.

Cost of living continued to hit hard

•

The energy transition •

Household costs were still rising, with lowincome households facing higher rates of inflation than high-income groups.

•

•

Energy affordability remained under pressure

Poorer households experienced sharper declines in living standards after spending a larger share of income on energy and other necessities.

•

•

Welfare changes increased uncertainty

Global geopolitical instability The escalation of the US-Israel conflict with Iran from late February 2026 led to sharp increases and volatility in global oil and gas prices during March 2026.

•

•

Impact was most immediate and acute for those reliant on oil and LPG heating, particularly in rural and offgrid areas.

Heating oil and LPG prices rose sharply and in some cases nearly trebled compared to pre-conflict levels.

In Wales and Northern Ireland, new or updated strategies sought to address fuel poverty within devolved contexts.

These frameworks were often complex and evolving, requiring sustained advocacy so they translate into meaningful support for households most at risk.

Hardship remained entrenched: over 7 million low-income households continued to go without essential items.

•

Across Great Britain, the new Warm Homes Plan and a refreshed fuel poverty strategy signalled renewed ambition on energy efficiency and affordability.

•

There were reductions and freezes in the health-related element of Universal Credit and the tightening of eligibility for Personal Independence Payment (PIP).

• This meant that many vulnerable households with health conditions and/ or disabilities faced reduced or uncertain levels of future support, impacting their mental health.

3

Making a difference SUPPORT, AWARENESS, CHANGE A message from our Chief Executive Adam Scorer National Energy Action’s twin challenges are

And awareness through

to support people through the immediate

our media work with over

consequences of crisis and to achieve the

2,700 media mentions and

systemic change to prevent others falling

appearances on the BBC,

into fuel poverty crisis.

ITV, Sky and in the Times, Telegraph, Daily Mail,

The last year has shown, yet again the people

Guardian, Sun and many

we support continue to struggle with the

more national and regional outlets, as well as our

consequences of soaring bills, inadequate

social media channels with over 24,000 followers.

incomes, crippling debt, unresponsive markets,

In that way we continue to shape awareness and

poorly insulated homes, negligent landlords and

drive debate.

inefficient or no heating systems.

It is the work with our clients - sharing their But it has also shown the difference National

lived experience and compiling insights that only

Energy Action can make. Over 30,000 people have

National Energy Action can gather that informs

been supported by us, and we’ve secured over

our advocacy work and leads to us campaigning

£8 million of financial gains for our clients.

for change. It is how and why we have been able to secure £15 billion in support and strategic

We’ve continued to raise awareness. Through

commitment across the UK and devolved nations

our events programme including our Fuel Poverty

to lift millions out of fuel poverty and over the

Forums, our Wales conference and our biggest

next decade.

ever annual conference at the Glasshouse in Gateshead - returning to our home patch 45 years

All of these impacts couldn’t happen without our

after our charity was first founded.

partners, members, donors and supporters. Nor could it be achieved without the dedication of our

Awareness also through our Retrofit Hubs in

trustees and, of course, our staff.

Burnley, Oldham and Sheffield - supporting the

4

most vulnerable so they don’t get left behind by

While the last year has been significant, there is

the drive to net zero. And through our Training

still more work to do. Our clients are in crisis. We

and Education programme - with over 10,000

know that we must engage with their immediate

learners across both areas. Learners who are

circumstances, not only to lift unbearable

cascading that advice, embedding good practice

pressure, but to clear a path to longer-term

and raising standards to an estimated 3.5 million

solutions. With a new Prime Minister and our new

more households.

strategy, our work is ever more urgent.

SUPPORT

We scaled and targeted direct assistance to households in crisis, alleviating immediate hardship, tackling structural barriers to stability, and protecting health and wellbeing.

AWARENESS

We maintained strong national visibility of fuel poverty, ensuring that lived experience, emerging risks and underserved groups remained at the forefront of public and policy debate and sectoral practice.

CHANGE

We continued to influence the development of policies, systems and programmes through strategic interventions aimed at reducing fuel poverty over the long term. We responded quickly and flexibly to acute and rapidly evolving pressures faced by households during the year.

5

SUPPORT • Creating the conditions for change • Grounded in delivery and insight • Focus on making fuel poverty visible, credible and impossible to ignore • Centring the people and communities most affected.

Reaching people in the deepest fuel poverty

31,872 people supported

6

12,596 advice clients

2025-26 National Energy Action’s delivery generated £15.36 in wider social value for each £1 invested.

1,289

community outreach events reaching 19,276 people.

Our services are reaching those most vulnerable to fuel poverty

76%

of clients lived on incomes below £16,287

73%

lived in a household where at least one person has a health condition or disability

58%

lived in social rented housing

54%

lived in severe deprivation, with household incomes below £12,000

57%

reported a physical health condition and 27% a mental health condition

17%

lived in the private rented sector

30%

of energy advice clients were already in fuel debt when they came to us

65%

were receiving means-tested benefits

33%

had a child under the age of five

62%

had at least one prepayment meter

7

Supporting people often underserved by advice systems 36%

of clients identified as Black or Black British

46%

identified as White British

7%

identified as Asian or Asian British 8

We cannot claim that our reach fully reflects the demographic profile of all fuel poor households.

But the diversity of clients supported indicates that our services are accessible to, and trusted by, communities who frequently face systemic barriers to help - particularly those facing overlapping and often racialised disadvantages linked to low income, health and housing.

We recognise that some communities may still face barriers to accessing support, and improving equity of access remains an ongoing priority for us.

‘I felt like I was actually being listened to, and I wasn’t embarrassed sharing my problems about money and debt.’

‘Due to medical issues my neuropathy makes my body feel cold even in warm weather, so I still have to use the heating.’

‘I only get £393 a month from Universal Credit, and everything has to come out of that. I cannot make it last more than three weeks, no matter how much I try.’

‘I didn’t know there was anything like that out there. I’ve been struggling for years.’

Supporting people across the life course

YOUNG ADULTS AND YOUNG FAMILIES (UNDER 24) 77% lived in severe deprivation; 48% had a child under five; 43% were single parents; 58% lived in a household with a health condition or disability.

OLDER PEOPLE (AGED 65+) 61% lived on low incomes; 90% had a health condition or disability in the household; 26% lived alone; 64% were homeowners.

ACROSS ALL AGE GROUPS half of those we supported had children, and one in three had a child under five, highlighting the role we play in protecting children’s health and wellbeing.

9

The value of community outreach

10

Many of the people most affected by rising energy costs, including those living with health conditions, language barriers, insecure housing or low confidence, are also those least likely to self-refer to formal or appointment-based support.

in trusted, familiar settings such as community centres, support groups, libraries and supported accommodation, these events provide accessible entry points into help, reducing stigma and creating opportunities for open, informal conversations about energy, income and wellbeing.

National Energy Action embeds community events as a core component of its support model. Delivered

Our events function as a gateway, enabling early identification of hidden need, providing immediate practical

guidance, and creating warm introductions into tailored, casework support.

Conversations in these settings often reveal unmet energy and affordability needs that would remain invisible in more transactional advice models. By meeting people in spaces they already trust, community events play a critical role in improving equity of access and ensuring support reaches households most at risk.

Advice, advocacy, practical assistance Our clients navigate multiple, interconnected pressures, often for prolonged periods.

BEFORE RECEIVING SUPPORT MANY WERE ADOPTING HARMFUL COPING STRATEGIES DUE TO THE COST OF ENERGY:

AND MANY HAD FELT ALONE: 7 in 10 said they:

30%

•

had struggled to

find help elsewhere

Cutting back on food

•

needed support to communicate

36%

with an energy

Using less hot water

supplier or another organisation

51%

•

our service explained something they

Reducing heating below comfortable levels

had previously found difficult to understand

8 in 10

were living in subjective fuel poverty

25%

Cutting back on cleaning and hygiene products

•

Fuel poverty is not only a financial issue, but also a systems and access problem: one where

23%

In some cases, limiting the use of essential medical equipment

complexity, power imbalances and poor communication compound harm.

11

MOVING PEOPLE FROM CRISIS TOWARDS STABILITY, DIGNITY AND SAFETY • Tangible improvements to household finances • Helping people stay warm, avoid crisis and regain control

‘After receiving advice and financial support, I am not having to choose between heating my home or eating.’

12

‘The support gave me space to breathe.’

£8.2 MILLION SECURED FOR HOUSEHOLDS Financial security and immediate relief In 2025–26, our advice and support services delivered over £8.2 million in direct financial benefit to households, including:

£6,634,256.70 million in benefits, energy and cost-related gains

£615,904.16 through energy advice

£33,002.53 in fuel debt relief

£849,885.94 in energy efficiency measures

£101,131.56 in crisis funding £602,638.40

in energy vouchers

We made 6,492 onward referrals, ensuring clients accessed wider support around income, housing, health and debt.

After receiving support  Subjective fuel poverty reduced from 81% of clients to 53% – a 34% reduction  Cutting back on food reduced by 32%  Cutting back on hot water reduced by 32%  Cutting back on essential medical devices reduced by 27%  Heating homes less than needed reduced by 38%  Cutting back on cleaning and hygiene products reduced by 29%

13

AHMED’S STORY Ahmed lives with his wife and adult children in a household affected by multiple health conditions, including arthritis, asthma, and hearing loss.

Referred to NEA by Citizens Advice, Ahmed was struggling with high energy bills, a £500 arrears balance, and a monthly direct debit that exceeded his income. NEA supported Ahmed through a series of threeway calls with his energy supplier, successfully negotiating a reduction in his direct debit and a temporary pause on debt escalation.

We also helped him switch from an unsuitable Economy 7 tariff to a single-rate tariff, saving him £100

14

‘‘

‘‘

CASE STUDY

a month. Ahmed received a Winter Warmth Support Pack and was referred to Age UK for a home energy assessment. Ahmed now has a better understanding of his energy use, a manageable payment plan, and the confidence to maintain a warm home for his wife’s health needs.

NEA’s benefits team helped Ahmed and his wife secure Attendance Allowance equating to over £12,000 in additional annual income, and later supported them in claiming Carer’s Allowance and the Winter Fuel Payment. These interventions significantly improved the household’s financial stability and energy affordability.

Warm Home Discount Industry Initiatives: support in practice Through WHD II, NEA provides targeted, wraparound support. Clients typically enter the service in crisis: struggling to keep their homes warm, falling behind on bills, and overwhelmed by complex supplier processes. Advisers offer sustained advocacy with energy suppliers, help negotiating payment plans, income maximisation, crisis support and reassurance.

Support reduced harmful coping behaviours, improved households’ ability to keep their homes warm, and increased confidence in managing energy costs and communicating with suppliers. For many clients, these changes translated into improvements in physical health, mental wellbeing and overall household stability, even where long-term financial pressures remained.

5,433 people supported

through energy or income maximisation support

£200,000

Over in financial outcomes secured through energy advice

Almost

£2.5 million

of additional income secured through benefits advice

Over

£350,000

provided in energy vouchers

‘Before I got help, I worried all the time about how I was going to survive the winter. After the support, my house was warm, and I felt safe again.’

The programme generated £17.01 in wider social benefit for every £1 invested.

The service increasingly reaches households facing language barriers, digital exclusion and unfamiliarity with UK energy systems, including growing engagement with Black African, Black Caribbean and Black British communities. This requires delivery models that are flexible, community-based and relational, and has enabled the programme to generate system-level learning about how vulnerability is experienced in practice.

Our work through WHD II shows the essential role of trusted intermediaries in turning national policy into meaningful protection for households most at risk.

‘Just knowing someone was willing to fight in my corner made a huge difference.’

15

ENABLING PEOPLE TO LIVE SAFER AND HEALTHIER LIVES Energy advice as preventative health work

‘My son has asthma, and when our home becomes cold his symptoms get worse. The help made it much easier to keep our home warm, which has helped us manage his condition.’

Cold, damp homes exacerbate respiratory, cardiovascular and musculoskeletal conditions, undermine mental wellbeing, and make day-to-day management of illness harder. Recognising this, NEA has prioritised support models that intentionally reach people at the intersection of poor health and fuel poverty.

16

Through our Warm Homes, Healthy Futures (WHHF) programme, we supported households managing some of the most complex combinations of need. Every client supported through the programme was living with at least one health condition, and many were managing multiple long-term physical or mental health issues alongside very low incomes, housing insecurity and high energy costs.

533

community engagement events reaching 8,357 people

Over

48,000

people reached by NEA and our delivery partners

By March 2026, the programme generated £16.55 in social value for every £1 invested, creating wide environmental, economic and public sector benefits.

7,785

benefits checks completed

23,652

people given in-depth energy advice

£8.3mn

secured in unclaimed benefits

Embedding referral pathways within health and social care meant people were identified and supported based on need rather than their ability to seek help.

Support combined tailored energy advice, income maximisation, crisis funding and practical interventions, reducing the burden on clients to navigate multiple systems.

WHHF means NEA’s support services are reaching people at greatest risk of harm by design. It provides clear evidence that treating fuel ‘I worried poverty as a public less because health issue is both effective and I had money on essential – and the electricity, so that energy advice, I slept a little delivered well, is better.’ health work.

45%

of clients said their physical health improved

46%

have also said their ability to cope with their health condition(s) has improved

49%

said their mental health improved

Life satisfaction has improved by 39%, and anxiety reduced by 7%

17

‘‘

CASE STUDY

PETER’S STORY

Peter’s NEA adviser worked closely with his social prescriber to coordinate support. Through a series of phone calls and WhatsApp messages, Peter was guided through a full Benefits Entitlement Check, a successful Blue Badge application, and the Universal Credit migration process.

Despite his anxiety and confusion, Peter was reassured and supported through three-way calls with DWP. His adviser ensured his communication needs were respected.

Peter’s health had been neglected, with limited diagnoses and discontinued medications. With NEA’s help, Peter saw his GP, received new prescriptions, and was referred to specialists. He was also supported with a UC50 application and encouraged to apply for a higher rate of Personal Independence Payment (PIP), which was successfully awarded, resulting in a gain of over £10,600. His Universal Credit award

18

brought an annual gain of £15,000, and his LCWRA award added another £5,500.

Peter’s housing was unsuitable for his mobility needs, and he was referred to adult social care and housing services for potential re-housing.

Peter also received help with energy issues. He was confused about solar panel ownership and billing errors. NEA liaised with his council and supplier, resolving a disputed energy debt that dropped from £272 to £42. Peter paid the reduced amount and later received a £100 food voucher from his supplier. He was also given a Winter Warmth Support Pack and carbon monoxide alarm.

‘‘

Peter lives in local authority housing. He has multiple health conditions, including learning difficulties, lymphedema, COPD, diabetes, and undiagnosed autism.

He cannot read or write and relies on a phone app to communicate. In November 2024, Peter was referred to NEA by his social prescriber for support with transitioning from Employment Support Allowance to Universal Credit and applying for Limited Capability for Work (LCWRA).

Peter’s story shows how co-ordinated, empathetic support can transform the lives of individuals with complex needs, helping them access entitlements, improve health outcomes, and regain stability.

‘I’ve never had so much help from anyone in my entire life…

I truly do appreciate everything.’

19

HEALTH IN PLACE: NORTHERN IRELAND

20

Our Belfast Warm and Well (Northern Exposure) project has focused on targeting support towards groups most vulnerable to fuel poverty, including carers, older people, and those experiencing housing insecurity. We have ensured that support reaches those who are least likely to access it independently, helping to reduce health inequalities and improve resilience among high-risk groups.

66%

£22,000+

provided in energy vouchers

live in social housing

79%

live on a low income

282

Households reached

93%

72.3%

were in fuel debt when they came into our service A central feature of our work in Northern Ireland has been a strong commitment to community-based delivery in a wide range of local settings, including community centres, conferences, carers’ groups and rural locations.

84%

were already off supply

20 energy efficiency workshops to 232 householders We travelled to rural and harder-to-reach locations, including communities such as Rathlin Island, ensuring that geographical isolation does not become a barrier to support.

had at least one health condition or disability – 85% a physical condition and 81% a mental health condition

Our approach has remained consistent: face-to-face engagement, practical advice, and immediate support, tailored to the circumstances of each household.

Attendance at 29 community events, engaging over 800 attendees

21

‘I can’t afford the heating.

I can’t put it on.

I’ve got a lung condition, so I need to stay warm. Most of my money is going on gas and electric. I’ve been sitting all day with no heating on, putting extra layers on and then turning it on for three hours at nighttime, for the rooms to be warm for me…’

22

‘‘ CASE STUDY

ERIN’S STORY

After a reassessment by the DWP, Erin lost nearly £650 a month in benefits, leaving her with just £220 to live on.

With her income drastically reduced, Erin began rationing her heating and hot water, despite her lung condition requiring her to stay warm.

‘It’s getting my depression really low.

It’s not helping my mood at all. I’ve never had to sit all wrapped up like this, I don’t like it. I don’t want to sit in shorts and t-shirt, but I’m not a house coat person. You put a blanket round you and you get up wanting the toilet, you’re ten times colder because you’ve taken that blanket off….‘

‘It really helped me out with having the electric and the gas vouchers, because I put two of them on the gas and then one on the electric. One way it helped me out because then it was warm every morning. I was coming down the stairs, I was putting it on, and I was warm. I was feeling a wee bit better about myself, do you know what I mean? See when you’re sitting freezing, you’re in a terrible mood and it’s not my fault that I’m sitting freezing…

I’m very grateful.’

‘‘

Erin lives in social housing in Northern Ireland and faces multiple, compounding challenges.

A survivor of domestic abuse, Erin suffers from PTSD and is afraid to leave her home. She also lives with COPD, pneumonia, fibromyalgia, depression, anxiety, and mobility issues — all of which are worsened by living in a cold, damp environment.

Her home was also in poor condition: faulty radiators, no flooring, and a heating system she had to maintain herself. These conditions contributed to four chest infections in a year, and her mental health deteriorated further as she struggled to cope.

Referred to National Energy Action by Advice NI, Erin received three energy vouchers. These allowed her to heat her home more consistently, improving both her physical comfort and emotional wellbeing.

23

A NET ZERO FOR ALL: COMMUNITY RETROFIT HUBS The transition to net zero is not just about carbon reduction: it is about warmth, health, affordability, and trust. Yet retrofit can feel complex, disruptive and difficult to access, particularly for those already facing financial hardship or vulnerability.

NEA’s Community Retrofit Hubs are designed to bridge this gap, ensuring that the benefits of energy efficiency and decarbonisation are accessible, equitable, and grounded in community need.

24

‘I want to say how much I appreciate your assistance in getting the grant to insulate my home, the work has now been completed and already I can see and feel the difference the work has made to my home. I know that next winter the insulation will have a big impact by keeping my home warmer, making it more energy efficient and helping to lower my energy bills.’

Operating in Burnley, Sheffield and Oldham, the hubs provide local, face-to-face support that helps households navigate the retrofit journey from first enquiry to longterm outcomes. A range of measures have been installed from improved ventilation and insulation to heat pumps, solar panels and batteries. NEA ensures that those most at risk of being left behind in the energy transition are actively supported to benefit from it.

2,667

567

people reached in 20252026

grant-funded retrofit measures installed in homes

1,001

£1m+

people receiving tailored energy advice

of retrofit investment unlocked

Equitable retrofit requires addressing wider lived realities, not just physical improvements.

Connecting households to health services, safeguarding support, and financial aid

Enabling access to appliances, heating equipment, and emergency funds

Identifying risks (e.g. unsafe housing conditions) that other services had not seen

Normalising conversations around financial hardship and cold homes

Improving wellbeing and health outcomes

Reducing energy costs

Enhancing community trust and engagement with services and the retrofit process

25

A client contacted the Burnley hub following a church group coffee morning which the team attended.

They were retired and living alone following the death of their spouse (who had previously taken care of the house). The boiler was not working.

The client has COPD, receives attendance allowance, pension credit and has a low income. The property is a semi-detached bungalow and had no EPC. The boiler was a back boiler installed in 1994 and the client was worried about potential carbon monoxide risk. At the initial home visit, the client was given a carbon monoxide alarm and referred to an installer for ECO4 grant. During the assessment of

26

‘‘

‘‘

CASE STUDY

the property, defects in the bedroom floor were noticed (had fallen through due to potential damp).

The client also mentioned issues with their mobility and needing handrails in the bathroom. The client was referred to Burnley Council for their Disabilities Assistance Grant, which installed bathroom adaptations and explored the option of repairing the floor. The client went through the health route of ECO4 and received a replacement of the back boiler with a combi boiler and updated heating controls. This has helped them to save on energy bills and empower the client to use the system more regularly and they now feel less anxious regarding carbon monoxide.

Ensuring retrofit is grounded in technical effectiveness NEA is actively strengthening the evidence base on what effective retrofit looks like in practice.

In 2025-26 we worked with Rotherham Council to technically assess heating system design and ventilation.

NEA generated evidence on how design choices affect energy use, comfort, and resident experience and helps move the conversation beyond ‘installing measures’ to understanding system performance, helping to define what good looks like in practice.

Testing different ventilation approaches, from standard extractor fans through to whole-house MVHR systems, the project builds comparative evidence on effectiveness, energy use, and resident outcomes.

Collaboration with Leeds Beckett University strengthens the robustness of findings, particularly in relation to mould and air quality.By generating and translating this evidence, NEA is helping ensure that homes are not just upgraded, but warmer, healthier, and future-ready in practice.

27

‘You make me live a little easier because you support me this winter.’

FUNDING FLEXIBLE SUPPORT:

how fundraising helps us meet need Through large-scale campaigns and strategic partnerships, our charitable fundraising enabled urgent, practical support for households facing fuel poverty and cold homes to be provided last winter.

28

The Big Give Christmas Challenge: a matched-funding campaign that doubles individual public donations through a combination of philanthropic pledges and partner funding. Income raised meant we could scale up winter response activity at pace.

43% of those who supported our winter campaign were new donors, and we had almost 1,000 new email subscribers.

Winter Warmth Support Packs Packs have provided immediate, tangible relief to vulnerable households, including older people and families with young children.

Packs typically include items such as electric blankets, thermal clothing, and energyefficient appliances, helping recipients to stay warm while reducing energy costs.

123 volunteers

34 hours

2,841

3,009

packs packed ‘You gave me what I need to help me and my sons stay warm and safe.’

Funding from corporate partners has enabled the scaling of outreach models, such as our mobile advice centre and communitybased engagement, allowing the organisation to reach households who may be digitally excluded, geographically isolated, or less likely

packs sent out to vulnerable clients to access traditional support channels.

Creating a resilient and flexible funding base has ensured that support can be delivered quickly, at scale, and in ways that are responsive to the complex and evolving needs of households in fuel poverty.

29

AWARENESS • Creating the conditions for change • Grounded in delivery and insight • Focus on making fuel poverty visible,

credible and impossible to ignore • Centring the people and communities most affected

30

National Energy Action used evidence, lived experience and timely commentary to shape public understanding of fuel poverty during key national moments, including energy price cap changes, the Budget, Fuel Poverty Awareness Day and the development of new government strategies and inquiries.

A trusted, authoritative voice on fuel poverty for media, policymakers and the public:

Over 2,700 media mentions

Peaks of more than 400 mentions in a single fortnight during Fuel Poverty Awareness Day

Strong broadcast coverage including BBC Breakfast, BBC Wales, Radio 4 Moneybox, Good Morning Britain, ITV, ITV Wales and national radio

Campaigns on child fuel poverty, energy debt and health impacts showed how cold homes affect learning, wellbeing and family stability.

Through carefully developed narratives, case studies and animations, NEA amplified voices that are often absent from public debate.

Continued growth and engagement across social platforms, running counter to wider sector declines

Website engagement exceeding 45,000 users per quarter, supported by improved accessibility tools

Fuel Poverty Awareness Day released new evidence on the scale of child fuel poverty and equipped supporters with clear messaging and tools. NEA mobilised over 1,000 stakeholders, prompting nationwide discussion and engagement.

We enabled

Policy influence, by creating space for evidence-based arguments to land with decision makers

Fundraising, by connecting public concern with clear calls to action

Service reach, by signposting support and normalising help-seeking

Partnerships, by positioning NEA as a credible, collaborative leader in the sector

Communications linked to the energy price cap, including commentary on cap changes and their implications for households, maintained a consistent focus on affordability pressures.

Wider public-facing activity, including a letter featured in The Guardian during the winter fundraising appeal, helped to position fuel poverty as a pressing national issue.

31

SECTOR LEADERSHIP: A National Convenor

Bringing together stakeholders to align understanding and drive collective focus on solutions.

32

Our membership

In 2025, National Energy Action continued to play a vital role as a national convenor, bringing together a diverse and influential network of organisations committed to ending fuel poverty. Our membership base reflects the breadth of stakeholders across the energy, housing, health and advice sectors who are aligned with our mission.

47

Business Supporter Group (BSG) members

769 associate members

Our membership model

Aligns diverse stakeholders behind common priorities

Builds consensus on solutions

Strengthens the collective voice needed to drive systemic change.

By convening this network, we ensure that the sector is better connected, better informed, and better equipped to tackle fuel poverty at scale.

Over the year, we strengthened this convening role through a programme of high-value engagement opportunities.

Two BSG conferences brought together 32 member organisations, enabling indepth discussion of policy developments, sharing of best practice, and stronger alignment on key challenges facing fuel poor households.

Eight online briefings and spotlight sessions provided timely insight into major policy developments such as the Fuel Poverty Strategy review, Minimum Energy Efficiency Standards (MEES), and rising energy debt.

These sessions supported members to develop informed responses and ensured that evidence from across the sector could be shared quickly and effectively.

Parliamentary engagement, including receptions in the House of Lords and a dropin session in the House of Commons reaching over 300 stakeholders, created direct opportunities to connect our members with decisionmakers and amplify a shared voice on fuel poverty.

33

OUR ANNUAL FUEL POVERTY CONFERENCE (FEB 2026) AND WALES FUEL POVERTY CONFERENCE (OCT 2025) How shared evidence becomes shared action across the fuel poverty system.

Provided national forums to reflect on progress, interrogate emerging strategies, and align action around what households most need now and in future.

Clear and practical impact on the system: 3 in 4 delegates (annual) and 9 in 10 (Wales) felt better equipped to directly support households this winter, while over 9 in 10 reported a clearer understanding of both immediate and longer-term priorities across ‘NEA is both conferences. the voice of

our sector.’

(Annual Conference delegate)

34

472

DELEGATES

(Annual Conference) and 165 delegates (Wales Conference) from across the voluntary sector, local authorities, devolved government and delivery partners.

Lived experience was central to the programmes: 9 in 10 delegates felt that real-life experiences of fuel poverty were presented effectively, with particular emphasis on children’s experiences and the longer-term consequences of cold homes. This grounded technical discussions in human realities.

By aligning organisations around shared priorities, strengthening relationships, and clarifying what effective action looks like, our conferences supported NEA’s wider mission to inform and reshape the systems at national and devolved level that can address fuel poverty.

‘There was an air of positivity and more of a clear vision and steer about what is needed to help those in fuel crisis.’ (Annual Conference delegate)

Delegates highlighted NEA’s distinctive role as a trusted convenor, synthesising data, policy and lived experience; providing leadership across sectors; and creating spaces where difficult issues can be addressed collectively.

Strengthening the connective tissue of the fuel poverty landscape: over 9 in 10 delegates at both conferences reported meaningful engagement with new or existing networks

Place-based collaboration

Tackling fuel poverty demands approaches tailored to the unique circumstances of each place.

We continued to strengthen our relationships with combined authorities, including those in Greater Manchester, the North East and Greater London.

Their combination of local insight and strategic influence remains essential in ensuring that resources are directed to the households where they can have the greatest impact.

We provided expert guidance to a wide range of local authority programmes, with public health and antipoverty strategy development particularly in demand.

We supported the creation and strengthening of several placebased partnerships, spanning a broad geography from Gwynedd in North Wales to Somerset in the South West. These collaborations are helping local areas build the long-term capacity needed to address fuel poverty in a way that reflects their specific housing, infrastructure and community needs.

We continued to develop our support to Housing Associations through the evaluation and development of fuel poverty strategies, ensuring robust, evidence-led ambitions that are responsive to the challenges faced by their residents.

‘‘

‘National Energy Action has been invaluable in the development of our Cold, Damp and Mouldy Homes Joint Strategic Needs Assessment (JSNA), which aims to better understand the local picture on this issue in relation to health impacts, and make recommendations for action.

Their contribution, particularly through presenting at and shaping our stakeholder workshops, brought both credibility and authority, enabling us to engage meaningfully with partners and gather critical insights from those we most needed to hear from. NEA’s expertise also helped us identify best practice, interpret current legislation, and strengthen our evidence base. Together, these contributions have supported the successful approval of our JSNA by the local Health & Wellbeing Board.’

(Cambridgeshire County Council)

35

Fuel Poverty Forums: driving frontline collaboration National Energy Action’s Fuel Poverty Forums are a core mechanism through which NEA delivers meaningful change across the fuel poverty system at local and regional level.

By convening organisations that are already supporting households the forums provide structured, trusted space to strengthen capability, improve coordination and ensure lived experience informs policy and practice.

Strengthening the sector’s ability to act:

The forums play a critical system-level role:

9 in 10 attendees reported that forums meant their organisation would be better able to directly support households experiencing fuel poverty, and better able to work with others to do so.

Over 9 in 10 attendees reported being able to engage meaningfully with both existing and new partners, helping to reduce fragmentation across the fuel poverty landscape.

Attendees noted forums prompted updates to internal resources, strengthening of referral pathways, embedding new approaches to debt and energy advice, and forming partnerships that continue beyond the events themselves.

36

Structured discussion groups enable organisations to surface shared barriers such as rising energy debt, inaccessible supplier practices, digital exclusion and the design of new schemes, bringing issues often experienced in isolation into collective view.

9 in 10 attendees reported

leaving with a clearer understanding of policy and advocacy priorities, strengthening their ability to deliver services and contribute to wider change.

In 2025, NEA delivered 22 Fuel Poverty Forums across England and Wales, engaging over 750 delegates from the voluntary sector, local authorities, housing providers, advice services and national stakeholders.

Ensuring strategic discussions remain rooted in the realities faced by households: Across forums, between 80–86% of attendees

felt that lived experience was presented effectively, with discussion groups repeatedly highlighted as one of the most valuable elements of the day.

The insights generated through the Fuel Poverty Forums directly inform NEA’s wider research, influencing and policy work, including responses to consultations, briefings to government and regulators, and ongoing engagement with delivery partners.

ADVOCACY: ensuring vulnerable households remained visible in decision-making.

Through sustained parliamentary engagement across the nations, NEA helped to embed fuel poverty within ongoing political discussion and scrutiny:

Contributing to wider political engagement through select committee-related activity, helping to ensure that fuel poverty considerations were reflected in broader energy transition debates.

Supporting the first meeting of the Warm Homes APPG and contributing evidence and insight to shape its early agenda.

Regular meetings of the Senedd CPG, bringing together responsible Cabinet Secretaries, MSs, and wider members.

Engaging parliamentarians through House of Lords discussions and cross-party events linked to the Warm Homes, Healthy Futures programme.

Contributing to Senedd Committee activity, including securing key inquiry recommendations in the Welsh Government’s updated Tacking Fuel Poverty Plan.

Creating regular opportunities for policymakers to engage directly with frontline evidence and emerging policy priorities.

37

ENGLAND: making fuel poverty visible

38

National Energy Action was actively engaged in shaping the conversation around the Warm Homes Plan and the development of a new fuel poverty strategy for England, using its evidence base and stakeholder networks to highlight the needs of low-income households.

Targeted policy briefings, stakeholder discussions and sector-facing communications linked to the Plan’s development meant NEA helped ensure that issues such as affordability, retrofit delivery and support for vulnerable groups remained central to policy discussions.

We raised awareness of the importance of Minimum Energy Efficiency Standards (MEES).

Dedicated communications and policy-focused outputs allowed NEA to highlight the links between cold homes, poor energy performance and health outcomes, reinforcing the case for stronger and more ambitious standards.

We ensured that policy development was informed by robust and experience-led insight, maintaining a strong presence in consultation and evidence processes. This included contributing to formal consultations, sharing technical evidence through campaign resources such as the FPAD Stakeholder Pack, and feeding insight from forums and supporter groups into policy discussions.

National Energy Action consistently provided high-quality evidence and drew on its engagement with households and practitioners as part of our advocacy. Doing this, helped us to strengthen policymakers’ understanding of both the scale of fuel poverty and the practical implications for vulnerable households who are directly impacted.

39

WALES: raising awareness and building momentum National Energy Action Cymru continued to play a leading role in raising awareness of fuel poverty across Wales, ensuring that the issue remains visible to decision-makers, partners and the public, and building the momentum needed to drive lasting change.

Fuel Poverty Awareness Day: an increasingly prominent platform within Wales for elevating the voices of those affected by cold homes.

40

The issue was raised in Senedd plenary sessions - embedding fuel poverty within national political discourse.

Strong political engagement, including active participation from Members of the Senedd, who attended a meeting of the Senedd CPG, recorded messages of support and helped amplify key messages across their platforms.

Participation in external summits, advisory groups and partnership initiatives helped to reinforce our profile as a trusted source of expertise.

We shaped party manifestos and key pledges ahead of the 2026 Senedd Election.

We convened cross-party stakeholders through dedicated meetings with senior ministers, Members of the Senedd and wider partners, further strengthening visibility and shared commitment to action.

We chaired the Fuel Poverty Coalition Cymru to bring together relevant campaign organisations to proactively and reactively secure shared support for key asks, raise awareness of emerging issues, and shape and influence consultations and inquiries.

Our Fuel Poverty Forums consistently attracted strong participation and engagement, reflecting both the demand for collaboration and the sector’s recognition of National Energy Action Cymru’s leadership role within Wales.

Growing the fuel poverty evidence base in Wales: We published nationally representative polling highlighting the scale and persistence of fuel poverty across Welsh households.

Through Welsh press releases and regular appearances on outlets such as BBC Wales, ITV Wales and BBC Radio Wales, we ensured that the lived reality of fuel poverty remains at the forefront of public conversation, particularly at key moments such as price cap changes and the winter period.

Growing visibility strengthened our ability to influence both policy and practice, ensuring that awareness is not an end in itself, but a foundation for more coordinated and effective action.

41

NORTHERN IRELAND: building awareness and strengthening the evidence base Throughout 202526, we continued to convene decision-makers and stakeholders across Northern Ireland.

As Secretariat for the All-Party Group on Fuel Poverty, we facilitated engagement sessions and briefings with:

42

The Department for the Economy on the Energy Strategy for NI and proposals for a future one stop shop.

The Department of Health and the Public Health Agency on the health impacts of cold homes.

The Department for Communities on the new Warm Healthy Homes Strategy.

The Utility Regulator and energy suppliers on rising energy prices as a result of geopolitical conflict and how they are supporting consumers.

Continuing to Chair the Northern Ireland Fuel Poverty Coalition, we facilitated joint campaign efforts such as:

A joint consultation response to the draft Warm Healthy Homes Strategy.

Joint letters to Ministers for the Economy, Communities, and Finance, regarding increases in household energy costs, particularly the sharp rise in home heating oil prices, and the potential impacts on low-income and vulnerable households.

We ensured fuel poverty remained central to policy discussions and public awareness.

Commissioning a fourth year of NI representative polling, conducted

by LucidTalk, revealed around 39% of NI households are living in fuel poverty. Findings were launched at a Breakfast Briefing Event in Parliament Buildings (Stormont) and used to inform Fuel Poverty Awareness Day communications. In the absence of up-to-date official government data on fuel poverty levels in NI, this polling continues to be an important resource and frequently cited in Assembly debates.

We produced NI-specific materials, including local government district fact files to support stakeholder engagement, including at a number of party conferences.

Once again Fuel Poverty Awareness Day was a vehicle to drive awareness on the impact of cold, damp homes, in particular the impacts for children and families, as NEA NI and partners shared messaging across social media.

Through NI press releases and regular appearances on outlets such as BBC Newsline, U105 Radio, and ITV View from Stormont, we ensured that the lived reality of fuel poverty remains at the forefront of public conversation, particularly at key moments such as the launch of the new Warm Healthy Homes Strategy and the rise in home heating oil prices.

43

KNOWLEDGE WITH MAKING A DIFFERENCE IN MIND Many of the outcomes NEA works towards, like improved health, reduced stress, greater stability, increased confidence and resilience, are cumulative, preventative and experienced differently by each household. They do not lend themselves

44

easily to narrow outputs or short-term metrics.

Recognising this, NEA developed a bespoke Social Return on Investment (SROI) model designed to reflect the realities of fuel poverty and the lived experiences of those affected.

OUR MODEL

Captures the value of warmer, safer, healthier homes

Converts lived improvements into measurable social impact

Demonstrates positive change created through every intervention

Draws on 100+ researchbacked measures

Based on real data from the people we support

Follows recognised industry standards

National Energy Action uses a careful, conservative approach, combining lived experience, operational data and reflective evaluation. This helps us to test assumptions,

explore different outcome pathways and make value judgements. This evidence helps us understand where our work has greatest impact and where further learning is needed.

Insight to Impact Network: a leading voice to connect cross-sector learning to applied action Established in 2025 and chaired by National Energy Action, our new network: Strengthens how evidence, insight, and lived experience are shared and used across the sector and beyond bridges the gap between insight and action, ensuring that learning is not only generated but actively applied to improve services, influence policy, and maximise impact for people in fuel poverty

Supports a culture of continuous learning and improvement, where insight is routinely generated, shared, and used

Awareness of the network has increased steadily, with the participation of over 150 members from diverse sectors.

Enables more consistent and strategic use of evidence, helping to align activity with what works

It is seen not just as a repository of information, but as a go-to platform for applied learning and real-world impact evidence.

45

TRAINING AND CAPACITY BUILDING: Raising and embedding standards on fuel poverty and energy advice

Strengthening the frontline response to fuel poverty; improving knowledge, confidence, and practical skills; enabling participants to cascade learning widely; ensuring that more households receive informed, timely, and effective support.

46

367 training

courses

7,040

frontline professionals

Up to 3.5 million more people reached by course participants cascading advice.

Within one year, our training delivered £1.22 in wider social value per every £1 invested, increasing to £36.79 per £1 invested over a working lifetime.

98%

were satisfied with tutor knowledge

99%

of delegates felt the training was accessible and inclusive

94%

reported improved knowledge and ability to advise others

Training translates into real-world impact across a wide range of roles, including energy advisers, health and social care practitioners, housing staff, and community outreach workers.

Integration of learning into routine interactions with clients. ‘I’m more aware of risk when assessing patients in their homes.’

Strengthening preventative and early identification approaches.

‘I will ask more questions that could indicate possible [risk] and check appliances are being serviced.’

Knowledge sharing and wider organisational impact. ‘We will ensure advice teams include [learning] in all conversations.’

Enhancing confidence in supporting vulnerable households.

Participants reported feeling better able to identify issues, provide reassurance, and signpost to appropriate support.

97%

were satisfied with tutor communication

Self-rated knowledge increased from 59.5 to 84.8 out of 100, demonstrating a substantial uplift in confidence and capability

We expanded our training into new and emerging areas (retrofit, appliance usage and independent living), reflecting changing policy and delivery landscapes and translating awareness into practical capability.

We have worked with Students’ Unions and educators to extend our reach into key settings where fuel poverty is often seen but not always recognised or addressed.

Our growing suite of e-learning courses allows learners to access training at a time and pace that works for them, broadening participation and removing barriers to engagement. Shorter formats like webinars and bitesize training sessions enable us to reach new audiences who may not be able to commit to longer training programmes, while still delivering meaningful increases in awareness.

We piloted advice-focused video content, including explainers on topics such as the Priority Services Register, helping to communicate key information in a clear and engaging way.

We have increasingly embedded learning within support programmes and partnerships, ensuring that training is connected to real-world delivery. Through Warm Homes, Healthy Futures, we have trained over 600 frontline professionals.

47

3,469 students

AWARENESS THROUGH EDUCATION AND ENGAGEMENT WITH YOUNG PEOPLE • Reaching people early • Shaping understanding • Laying the foundations for long-term change. • Embedding knowledge at the earliest stages of life • Extending awareness beyond individuals to the systems and environments that influence them

48

Our education work with schools, young people and educators is a vital part of how we build awareness of fuel poverty, energy use and the transition to net zero. We have delivered workshops directly in schools, working with pupils across different age groups to explore how energy affects their homes, health and dayto-day lives. Sessions introduce key concepts in accessible and engaging ways, helping young people understand how energy is used and why it matters.

Within one year, our education work generated a SROI of £1.76 per £1 invested.

That accrues to £46.05 in social value per £1 invested over a 25year working lifetime.

Through targeted webinars and engagement activities, we have supported teachers and school staff to better understand fuel poverty and its effects on pupil wellbeing and attainment. This enables schools to recognise and respond to need within their own communities.

75%

said they were more aware of career opportunities within the energy sector

81%

reported a better understanding of how energy issues affect individuals

88%

of pupils reported improved knowledge of UK policies supporting the transition to net zero

Positioning Supports a more Supporting future energy within preventative capability and the context approach, aspiration: by of real-world equipping future highlighting career experiences, generations with pathways within the energy we are helping the knowledge sector and exploring the to ensure that they need to role of individuals in the awareness is navigate energy transition to net zero, we meaningful, systems and are helping young people to relevant and make informed see themselves as part of grounded. choices. the solution.

Through initiatives such as youth engagement and insightgathering activities, we are creating opportunities for young people to share their own experiences and perspectives on fuel poverty and inform how we respond. This moves beyond one-way information delivery towards a more participatory model of awareness-building.

We work with primary and secondary school pupils, university students, young people preparing for independent living, and the educators and institutions that support them.

This creates a lifecycle approach to awareness, ensuring that knowledge is reinforced at different stages and adapted to different needs and contexts.

101

school-based sessions

We are helping to create a generation that is more informed, more confident, and better equipped to engage with energy issues.

We are raising awareness today and laying the groundwork for lasting change in the future.

49

‘‘

BUILDING ENERGY AWARENESS IN SCHOOLS

(QUEENSMEAD PRIMARY ACADEMY) In October 2025, we worked with Queensmead Primary Academy in Leicester to deliver a whole-school approach to energy education.

50

17

education workshops across Key Stage 1 and 2

Reaching

461 pupils

We embedded learning through assemblies, interactive sessions and curriculum-linked activities.

We also engaged parents directly through school events.

We helped the school recognise fuel poverty as an issue affecting pupils’ wellbeing and attainment and strengthened their ability to respond.

Children were encouraged to share what they had learned with their families, acting as ambassadors for change.

94% of older pupils recognised the importance of renewable energy after the workshops (up from 66%)

This project demonstrates how education can act as a powerful route to building awareness at scale. By working across pupils, teachers and families, we created a ripple effect, embedding knowledge within the school community and supporting behaviour change beyond it.

71.5% felt they could play a role in tackling environmental challenges (up from 59%)

‘They have thought very carefully about the long-term impact… not just in the moment, but into the future for our families and children.’

(School Principal)

81% said they would share energy-saving advice with others

100% of teachers reported improved understanding of how fuel poverty affects children

Children played a key role in this engagement: recognising concepts, explaining ideas and prompting conversations at home

100% were satisfied with the training and resources provided

Families received practical advice on energy use, fuel debt and home safety

Carbon monoxide alarms and information packs were distributed

Parents were supported to access further advice services where needed

100% felt better informed about local support and services

88% of younger pupils said they now knew more about saving energy

51

PUBLIC ENGAGEMENT: influencing perceptions and mobilising action ‘So proud to have run the GNR for such an incredible charity. Would happily do it all again.’

Our seasonal campaigns over winter and summer combined fundraising with storytelling to bring the realities of fuel poverty into sharper focus. Narratives humanised the issue, shifting it from statistics to personal stories that resonated emotionally and prompted action.

Digital engagement through email, social media, and partner platforms helped reach new audiences and increase visibility at a national level.

52

Sponsored runs, walks, football tournaments and challenge events brought together individuals, corporate teams, and sector partners in support of a shared cause. They created a tangible connection between supporters and our mission, transforming awareness into action.

Many corporate partners have also held awareness sessions, fundraising challenges, and workplace campaigns - increasing understanding among employees while fostering a culture of social responsibility.

Our winter campaign ‘Frozen Out’, in partnership with Skipton Building Society and Age UK launched with an ice sculpture of a house in London to highlight the lived reality of cold homes

Our first Energy Transition Cup with RSK at Charlton Athletic FC brought together 16 teams across the energy sector for a friendly football tournament and raising vital funds and awareness

Charity partner for RenewableUK’s annual regatta at Port Solent

Around 100 runners supporting NEA in marathons and running fests across the country

Our third annual Walk for Warmth brought people together and raised awareness around our mission

First-ever skydive for National Energy Action

Hiking Mount Snowdon in support of National Energy Action

Co-branded campaigns and corporate partnerled communications introduced the issue of fuel poverty to customer bases and stakeholder

groups that may not otherwise engage with it. This helped to position fuel poverty as a mainstream issue with broad societal relevance.

53

CHANGE We helped secure

£15 billion

investment for tackling fuel poverty

ENGLAND: A WARM HOMES PLAN TO TAKE A MILLION OUT OF FUEL POVERTY Shaping national policy

NEA played a leading role in shaping the direction of the Warm Homes Plan and the Fuel Poverty Strategy for England, drawing on a combination of frontline insight, robust evidence and sustained stakeholder engagement.

As trusted insiders, contributing directly through Ministerial Working Groups and advisory structures, including the Warm Homes Plan Advisory Panel and the Retrofit System Reform Advisory Panel.

As external advocates, campaigning alongside partners through the End Fuel Poverty Coalition and broader sector networks.

This dual approach enabled us to influence both the development and ambition of policy.

54

Securing major investment and regulatory change Through this work, we helped secure a £15 billion package of spending and regulation, designed to lift one million households out of fuel poverty by 2030. This includes:

£5 billion

in grant funding to retrofit lowincome households, reducing bills by hundreds of pounds per year

New regulatory standards to ensure rented homes reach adequate energy efficiency levels by 2030, improving warmth and affordability

Transforming standards in the private rented sector (MEES) Building on over a decade of advocacy, NEA jointly led the campaign to secure EPC C standards in England and Wales. Their inclusion within the Warm Homes Plan represents the single largest structural intervention in the package, expected to lift almost 700,000 households out of fuel poverty while delivering sustained bill savings for tenants.

We helped ensure that warmth is prioritised within standards, particularly for renters, by embedding requirements that support meaningful outcomes rather than minimum compliance.

Strengthening the Fuel Poverty Strategy for England Our influence contributed to: Retaining the statutory fuel poverty target, shifting the strategic approach from a ‘worst property first’ to a ‘worst situation first’ model, enabling more effective targeting of need

Strengthening the focus on affordability, vulnerability and real-world household circumstances

Through targeted briefings, stakeholder engagement and sector mobilisation, we ensured that critical issues including support for low-income households, the pace and targeting of retrofit, and the interaction between energy efficiency and affordability were reflected in policy design. This helped align policy ambition more closely with the realities experienced by households in fuel poverty.

BUILDING POLITICAL CONSENSUS

We reformed the Warm Homes All-Party Parliamentary Group (APPG), strengthening cross-party engagement and building political consensus around delivery of the Warm Homes Plan.

55

Securing ongoing financial support for households

Our wider advocacy secured continued and increased support for households:

The continuation of the Warm Home Discount, providing £150 rebates to 6 million households annually for the next five years

Over £100 million per year in funding for energy advice, secured through the continuation of the Vulnerability and Carbon Monoxide Allowance and Warm Home Discount Industry Initiatives

We also jointly led the Social Tariff Alliance, advocating for more equitable energy pricing and improved data-sharing to ensure support reaches those most in need

Influencing energy markets and consumer protections Through communications, events and stakeholder engagement, we highlighted the real-world impact of energy pricing structures, including standing charges and the limitations of the energy price cap. We advanced practical policy solutions, including proposals to improve affordability and address rising energy debt, such as the development of ‘help to repay’ mechanisms.

Our engagement extended across the energy system. By working with organisations such as Smart DCC and participating in cross-sector forums and partnerships, we brought consumer-focused insight directly into industry discussions, helping to ensure that system design and delivery better reflect the needs of vulnerable households.

56

Embedding fuel poverty across government priorities Through consistent use of evidence and lived experience, we helped ensure that fuel poverty is recognised as a cross-cutting issue, embedded within wider policy agendas including net zero, the NHS 10-Year Plan, and the Child Poverty Strategy. This has strengthened recognition of the links between energy affordability, health outcomes and social inequality.

WHEN POLICY MEETS PRACTICE: RESHAPING SYSTEMS TO MEET PEOPLE WHERE THEY ARE Fuel poverty is often driven by systems that are difficult to navigate, fragmented, or poorly aligned with lived experience.

Many people most affected by energy insecurity are least able to access formal support, whether due to health, language, digital exclusion, stigma or lack of trust in institutions.

National Energy Action uses evidence from frontline delivery to reshape systems so they meet people where they are. This means working with communities, local infrastructure and partner organisations to redesign how support is accessed, delivered and sustained.

OPEN DOORS SUPPORT NETWORK Evidence gathered through NEA’s research and delivery work consistently showed support designed around self-referral risks excluding those most in need.

NEA developed the Open Doors Support Network (ODSN) to test how Warm Spaces could function as trusted gateways into energy advice and wider support.

The network focused on building the confidence, capacity and sustainability of community organisations already embedded in people’s daily lives.

Thirty organisations joined the network, with 15

receiving a full package of support that included funding, training, tailored guidance, energy advice resources, demonstrator items and access to specialist advisers. Crucially, these were organisations that did not previously deliver energy advice but were already supporting people facing high levels of vulnerability.

By supporting Warm Spaces to embed energy conversations alongside existing offers such as food provision, social activities and wellbeing support, NEA helped reduce stigma and create safer, more accessible routes into help.

Community partners reported

increased confidence in identifying energy-related vulnerability, making referrals and providing practical support, while service users valued receiving advice in environments they already trusted.

The Open Doors Support Network demonstrates how reshaping where and how advice is delivered can extend reach, improve equity and strengthen prevention.

It provides a replicable model for using community infrastructure to bridge the gap between need and support, informing NEA’s wider work to influence how fuel poverty interventions are designed and funded.

57

East Riding of Yorkshire (Warming Communities):

In East Riding, NEA brought together data, local knowledge and partnership working to explore how fuel poverty support could be better aligned with the realities that people living across three traveller sites faced.

58

Residents experienced escalating energy debt, confusion about billing and metering, and prolonged insecurity following rapid system changes made during the energy crisis.

Households were moved between metering and supplier arrangements with little consultation or explanation, while rising energy prices, delayed billing and inaccessible communication led to the accumulation of large historic debts (often without residents fully understanding how or why these costs were being incurred.)

NEA worked alongside residents, the local authority and the energy supplier to design and deliver a model of support that adapted to these realities rather than expecting residents to adapt to systems.

Advisers provided intensive, trust-based, primarily face-to-face and verbal support to 43 households, many of whom had not paid an electricity bill for several years and were carrying significant anxiety about debt and enforcement.

Where prepayment was unsafe due to medical dependency or safeguarding risk, flexible arrangements were agreed to protect health, dignity and continuity of supply.

£112,524.09 of historic debt was cleared, alongside additional usage credits and financial support to help households transition safely to sustainable payment.

Through close partnership working, NEA negotiated a tailored support offer with the supplier that enabled the majority of participating households to voluntarily move to Smart Pay As You Go (prepayment) meters in exchange for the write-off of historic energy debt.

In delivering this project, NEA was able to demonstrate that trust-based delivery, verbal and accessible communication, strong intermediary partnerships and sufficient adviser capacity are not optional extras; they are essential components of preventing harm and achieving sustainable outcomes when systems do not work for everyone.

A NEEDS-BASED APPROACH TO PRIORITY GROUPS: reshaping systems to protect children Cold, damp homes disrupt children’s health, learning, sleep and emotional wellbeing at critical stages of development, with effects that can persist far beyond childhood. Yet energy and fuel poverty systems have historically been designed around adult eligibility, behaviour and advocacy. Children rarely appear explicitly in energy policy, eligibility criteria or referral pathways, and their experiences are often visible only indirectly.

NEA works to ensure systems recognise priority groups and respond earlier, more effectively and more equitably. Grounded in delivery, research and lived experience, NEA’s work on child fuel poverty seeks to reshape how support is designed and delivered, moving from reactive responses to preventative, child-first systems.

Understanding need through lived experience By systematically gathering insight from educators, community partners and families, NEA helped make children visible within the fuel poverty evidence base.

This work reframed fuel poverty as not only an affordability issue, but a child development, health and safeguarding concern, strengthening the case for earlier intervention before

visible harm escalates into illness, school absence or long-term disadvantage.

Designing support around risk, not crisis Building on this evidence, NEA began to advance a child-first approach to tackling fuel poverty. Through internal collaboration and external partnerships across energy, housing, health and education sectors, NEA furthered work to embed children into the design of support systems. This included: l influencing national

strategies (including the fuel poverty strategy for England) to prioritise families with children l developing clearer

referral pathways through schools, family hubs and health services

l testing preventative

models that intervene before conditions deteriorate or develop Central to this work is a shift from reactive eligibility towards proportionate universalism: acting across communities while scaling the intensity of support where need is greatest. By recognising child status as an early warning indicator rather than waiting for clinical diagnosis, safeguarding thresholds or crisis events, NEA is helping reshape how fuel poverty is identified and addressed.

This approach enables systems to respond at the right moment, through trusted routes, reducing harm and improving outcomes for children while also easing pressure on schools, health services and social care.

59

WHY WE DO WHAT WE DO

‘She’s not using her inhaler as much’ 60

Cara is a part-time working mum living in private rented accommodation in Northern Ireland with her six-year-old daughter. Despite working, she found herself struggling to afford energy during a particularly cold period over the school holidays when her daughter was at home all day and needed warmth the most.

Her daughter lives with asthma, which becomes significantly worse in cold weather. Keeping the home warm was not just about comfort, it was essential to her child’s health. But with high energy costs and only one gas supplier locally, Cara had little control over prices and no flexibility in how she managed her bills.

As costs rose, Cara was forced into constant trade-offs. She rationed heating to 15-minute bursts, relied on a borrowed electric heater, and confined daily life to one room to conserve warmth. Even basic routines like getting ready for school, drying clothes, settling down at night became difficult.

For her daughter, the impact was immediate and serious. The cold, combined with damp in the home, worsened her asthma significantly.

She developed a severe cough during the cold spell and needed multiple visits to A&E, with increased medication and inhaler use. Nights were particularly difficult, with fluctuating temperatures making it hard to rest or recover.

At the same time, the emotional strain on the household was growing. Cara was juggling work, childcare costs, and rising bills, while trying to shield her daughter from the worst of the stress. Like many working parents, she felt a strong sense of pride and initially found it difficult to ask for help - even as the situation became unmanageable.

Everything changed when Cara reached out to National Energy Action.

With £192 in energy top-up vouchers, she was able to heat her home properly for the first time in months. Instead of rationing, she could keep the heating on consistently, creating a stable and warm environment. The home began to dry

‘‘

‘‘ CASE STUDY

out, clothes dried more easily, and the constant anxiety about whether she could afford the next top-up started to ease.

For her daughter, the difference was immediate.

With a warmer, more stable home environment, her asthma symptoms improved noticeably.

She needed her inhaler less often - especially at night - and avoided further emergency hospital visits. Being warm meant she could sleep more comfortably, breathe more easily, and feel safer in her own home.

For Cara, the support meant more than just financial relief. It lifted a constant burden; the worry that she could not provide something as basic as warmth for her child.

This case shows how fuel poverty affects children not just indirectly, but in immediate and visible ways: through their health, their comfort, and their sense of security. It also demonstrates the difference timely support can make.

In Cara’s case, a relatively small intervention helped prevent further health crises, reduced pressure on emergency services, and transformed a home from a place of risk into a place of recovery and stability.

Their story, and that of all our clients, is why we are here. It’s why we do what we do.

‘At least now I know we’re going to be okay… I’m not panicking about putting the heating on.’

61

NATIONAL ENERGY ACTION National Energy Action (NEA) is the national fuel poverty charity. We’ve worked across England, Wales, and Northern Ireland for over 40 years, to ensure that everyone can afford to live in a warm, healthy home.

Together with frontline practitioners, companies, regulators and governments, National Energy Action works to support vulnerable clients, raise awareness and achieve enduring change.

WHERE TO FIND US Email:press@nea.org.uk Web: www.nea.org.uk

National Energy Action is an independent charity, Registration No. 290511. Company limited by guarantee. Registered in England, No. 1853927 Registered office: Wellbar, Level 8, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD. Tel: 0191 261 5677

JOIN THE CONVERSATION Twitter/X: @NEA_UKCharity

Instagram: www.instagram.com/nea_ukcharity

Bluesky: nea.org.uk

Linked In: www.linkedin.com/company/national-energy-action

Facebook: www.facebook.com/nationalenergyaction

62