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Warm Homes, Healthy Futures NATIONAL ENERGY ACTON

Warm Homes, Healthy Futures is led by National Energy Action and funded by the Vulnerability and Carbon Monoxide Allowance. The programme is supported by the Gas Distribution Networks, Cadent, Northern Gas Networks, SGN, and Wales & West Utilities.

Warm Homes, Healthy Futures A national movement for healthier homes Led by National Energy Action and delivered through the largest health-connected network of partners, Warm Homes, Healthy Futures united health, energy and community organisations to support vulnerable households living in cold, damp and poor-quality homes across Great Britain.

IMPACT AT A GLANCE

7,000+

health referrals received

OUR REACH

• Supporting people in over 100 locations across England, Scotland and Wales • Working with 500+ health and social care referral partners • Over 4,000 frontline professionals trained • Working with 26 delivery partners

WHY IT MATTERS

This report reflects on the first two years of delivery up to the end of March 2026. The programme is funded to continue to March 2028. Warm Homes, Healthy Futures transformed local expertise into a co-ordinated national response to fuel poverty and its health impacts. Working across England, Scotland and Wales, the programme connected vulnerable households with tailored advice, financial support and practical interventions, extending reach and improving outcomes at scale.

500+

health professionals connected

£11m+

15,000+

financial gains secured

people engaged through community outreach

£16.55

Social return for every £1 invested*

* National Energy Action’s and the Gas Distribution Networks’ (GDNs) SROI figures for the WHHF programme vary because GDNs use Ofgem’s GDN Rulebook criteria for consistent VCMA assessment across CONNECTING PEOPLE. IMPROVING LIVES. DELIVERING IMPACT. gas networks, while National Energy Action’s bespoke tool includes of wider wellbeing benefits evidenced by beneficiaries. One national partnership. Thousands ofassessment lives changed. Both approaches offer useful perspectives and show the programme is delivering significant positive outcomes for households and wider society.

48,000+

People supported 3

For thousands of households across England, Scotland and Wales, home is not a place of comfort or recovery, but one of cold, damp and deteriorating conditions. These environments undermine physical and mental health, exacerbate existing vulnerabilities and drive avoidable demand on already stretched health and care services. Warm Homes, Healthy Futures - the UK’s largest health-connected fuel poverty network - brings together frontline professionals and local services to change this, helping people access the practical support they need to stay warm, safe and well at home. The project has developed referral routes for health and social care services to connect the vulnerable people they support to energy and safety advice, income maximisation, essential gas appliance servicing, and other related crisis support.

Before receiving support, among clients supported with advice:

82.4% struggled to keep their homes warm, with 8 out of 10 attributing this to high energy costs

Many rationed heating, hot water, food and the use of essential appliances

Clients on prepayment meters often went without heating for days at a time

Over two thirds reported struggling to find help elsewhere

By linking frontline health and social care professionals with trusted local services, Warm Homes, Healthy Futures strengthens the safety net for those most at risk. The network shows how co-ordinated, placebased action can reduce health inequalities, help ensure that everyone has the opportunity to live well at home, and that addressing fuel poverty must be recognised as a central public health priority.

EXECUTIVE SUMMARY 4

The programme, funded by the Vulnerability and Carbon Monoxide Allowance (VCMA) Fund and supported by gas networks Cadent, Northern Gas Networks (NGN), SGN and Wales & West Utilities (WWU), delivery ran between September 2024 and March 2026 and it has been funded for a further two years of delivery from April 2026 to March 2028. The majority of householders supported were living on low incomes, managing multiple long-term health conditions and facing severe affordability pressures.

Data was collected through household surveys, in-depth interviews, and diaries. Clients revealed that cold homes exacerbated respiratory conditions, joint pain, anxiety and depression, while financial stress made it harder to manage health conditions effectively. Tackling fuel poverty is, therefore, a public health priority.

CONNECTING PEOPLE | IMPROVING LIVES | DELIVERING IMPACT. One national partnership. Thousands of lives changed.

Key impacts FUEL POVERTY fell by 29.3%, with major reductions in rationing behaviours.

LIFE SATISFACTION INCREASED by 39.1%.

In their diaries clients told us they had fewer aches and pains, improved respiratory symptoms, reduced stress and greater confidence in managing health conditions at home.

SELF-REPORTED HEALTH OUTCOMES IMPROVED, with 28.5% reporting better physical health and 33.2% reporting better mental health among clients supported with advice. For those who received income maximisation support, 32% reported improvements in their physical health and 42.7% reported improvements in their mental health.

These clients also felt more confident communicating with suppliers and better able to heat their homes safely.

Clients who received advice were far less likely to fall behind on energy bills, and many reported feeling more in control of their budgets. Two‑thirds of clients who previously fell behind on energy bills no longer do so following income maximisation support.

As of the end of March 2026, use of National Energy Action’s Social Return on Investment model indicated that the programme has so far unlocked £16.55 in total social value per £1 invested. This reflects the significant impact of the programme in helping people stay warm, safe, and financially secure in their homes and in generating wider environmental, economic and public sector benefits.

Over half of clients supported with advice reported increased knowledge of how to save energy while staying comfortable.

These findings demonstrate that integrated, holistic support combining energy advice, income maximisation, crisis funding and practical interventions can significantly improve wellbeing for people living in cold homes. The evidence makes a strong case for sustained investment in cross-sector models that treat fuel poverty as a public health issue.

Our recommendations: Strengthen and build referral networks between health professionals, public health bodies, and energy advice services

Map and coordinate wraparound support alongside energy advice

Strengthen protections for prepayment customers

Co-ordinate referral routes through trusted networks

Create the Warm Homes Agency as set out in the Warm Homes Plan

Reform the Warm Home Discount to introduce a tiered rebate

INTRODUCTION Cold, damp, and poor-quality homes have severe impacts on our health and wellbeing and are costly to health and social care services. Because of this, tackling fuel poverty is a public health priority. In response to this, National Energy Action established Warm Homes, Healthy Futures: a largescale, nationally co-ordinated network of local services

Studies show that cold homes account for a substantial share of excess winter deaths.1

connecting the dots between fuel poverty and health. Led by National Energy Action, it brings together a network of locally delivered services supporting people with health conditions and disabilities to stay warm, safe and healthy at home. The programme has worked with 26 contracted delivery partners and hundreds of health and social care professionals to support tens of thousands of clients across

Every winter, health services see marked increases in respiratory illnesses such as COPD, asthma and pneumonia.2

England, Scotland and Wales. It is a project that has health at its centre and aims to drive forward local and national action to bring the two together. The need for this work is clear, and evidence shows the impact that living in a cold home can have for those managing existing health conditions:

Children’s lung function and brain development can be negatively impacted by living in a cold home, resulting in impaired cognitive development.3

Older adults living in cold homes have been found to have reduced muscle strength and are at increased risk of falls.4

These pressures fall heaviest on households already managing health challenges, making targeted, preventative support not only beneficial for individuals and wider society but essential. www.gov.uk/government/publications/extreme-cold-temperatures-in-domiciliary-care/extreme-cold-temperatures-in-domiciliary-care-the-study. 2 UK Health Security Agency (UKHSA), Cold weather risks and their impact on health (2025). 3 Donkin, A., & Marmot, M. (2024). Left Out in the Cold: The Hidden Impact of Cold Homes. UCL Institute of Health Equity. Available at: www.instituteofhealthequity.org/resources-reports/left-out-in-the-cold-the-hidden-impact-of-coldhomes. 4 García-Esquinas, Esther, et al. “Housing Conditions and Limitations in Physical Function among Older Adults.” Journal of Epidemiology and Community Health (1979-), vol. 70, no. 10, 2016, pp. 954–60. JSTOR, www.jstor.org/stable/44017830. 1

Types of support

Routes into the service Clients came based engagement into the Warm and community One client told us they came into the Homes, Healthy presence were service through their community nurse: Futures service also key: around through multiple one in 10 clients were routes, reflecting referred internally by National ‘It all started from a visit the variety Energy Action through outreach by a community nurse of partner events or local partnerships. organisations These events often took place because I’m my father’s who work across in healthcare settings, working carer, and she told us the programme. alongside those charities about getting a referral to Primary Care supporting those living with teams, including particular conditions. National Energy Action’s GP surgeries, Warm Homes, community Healthy Futures nurses and Another described being referred through NHS social programme.’ their GP practice: prescribers, were one of the key referral ‘I have a community nurse routes for clients, reflecting practitioner who comes out the programme’s core aim of and sees me. And she put me addressing fuel poverty as a health issue and highlighting in touch with a community the importance of frontline prescriber, attached to the health professionals in GP. She says, “There’s an identifying households at risk. Alongside health services, local government also played an important role, with nearly one in five clients entering the service through councils or housing teams. Clients accessing the scheme through these routes noted having initially approached them for help with their energy bills, finances, or difficulties living in temporary accommodation, often compounded by living with a longterm health condition. Having the pathway in place into the Warm Homes, Healthy Futures service ensured they accessed valuable help and support. Referrals also came from charities. This included health-related organisations such as cancer support groups, as well as other energy advice charities. Place10

organisation that we sometimes refer onto.” And that was kind of when the referral was made.’

Those accessing the Warm Homes, Healthy Futures programme are provided with tailored energy advice to help them with their bills and to keep warm and safe in their home.

ENERGY AND CARBON MONOXIDE ADVICE Beneficiaries of the Warm Homes, Healthy Futures service received wideranging energy advice to help them keep warm and safe in their homes. This can include: • Advice and support with energy supply and bills (e.g. support with fuel debt, switching suppliers and water rates) • Energy saving measures • Information and support on the Warm Home Discount and signing up to the Priority Services register.

RELATED CRISIS SUPPORT

Warm Homes, Healthy Futures beneficiaries also received a variety of crisis support. This included Winter Warmth Support Packs, fuel vouchers, or credit to help with other bills.

ESSENTIAL GAS APPLIANCE SERVICING

Clients were offered an essential gas appliance service. Crucially, where an appliance failed, funding was available to repair or replace faulty appliances. This element of support reached some of the most vulnerable clients, some of whom had been disconnected from their heating and cooking systems for years.

INCOME MAXIMISATION

Benefits advice, also known as income maximisation, is offered to clients coming through the Warm Homes, Healthy Futures service. This could involve helping clients understand what benefits they could claim, guidance on benefit applications, support filling out forms, and, importantly, support through the claims process.

Who has the programme supported? The Warm Homes, Healthy Futures programme supports some of the most vulnerable households across England, Wales and Scotland, and every client who comes into the service is living with a health condition or a disability.

EVALUATION APPROACH This report brings together data collected from surveys, in-depth interviews, and short weekly diaries to understand the impact of Warm Homes, Healthy Futures on clients. Surveys allow us to explore clients’ experiences in relation to changes in warmth, affordability, home conditions, and health and wellbeing. While interviews and diaries offer more in-depth, nuanced insights into how these changes affect clients’ daily routines and ability to manage their health at home. Together they enable us to understand a more complete picture of how support has impacted their lives. Surveys were issued to clients who received advice 12

support (n=656), income maximisation support (n=90) and those who received a gas appliance service (n=19). Thirty-three interviews were completed with clients, across all three service types, and 11 clients completed diaries. Data was collected from both National Energy Actionsupported clients and clients supported directly by contracted delivery partners.This approach allows us to measure and understand impacts for clients across different interventions and examine how the service contributes to key pathways of support for those living with complex health needs.

27.4% of clients are in full-time work, a fifth are in part-time work, and almost a third are retired or semi-retired.

Over half of all clients live in social housing, and 13.1% live in the private rented sector.

Two in five clients who accessed the programme were living on a household income of less than £12,000 a year.

Most clients identify as White (70.3%), with 10.7% identifying as Asian or Asian British and 10.8% as Black, Black British, Caribbean or African.

In total, 33,000 health conditions were reported. This includes mental health challenges such as anxiety and depression, as well as physical conditions that are made worse by cold and damp homes, such as arthritis, respiratory illnesses, and cardiovascular problems.

Understanding the pressures behind people’s needs Those supported by Warm Homes, Healthy Futures are often dealing with a mix of complex challenges. Some depend on carers, while others are carers themselves. Before getting support, many were struggling - on average, people rated their overall life satisfaction at just 4.35 out of 10, while anxiety levels were relatively high at 6.07 out of 10. For some, worsening health made it harder to leave the house or stay connected with others, leading to loneliness and isolation.

‘A lot of the time, if I can get out, and just out in the fresh air and meet people, that helps, but sometimes that has been a struggle to do that.’

For many, maintaining specific indoor temperatures is essential for comfort and wellbeing. Many reported ongoing anxieties about winter, rising energy costs, and the risk of falling into debt, contributing to stress, low mood and social isolation.

Many also reported facing severe affordability challenges on top of managing their health. These pressures were often exacerbated by wider household circumstances including rising rents, reduced working hours, and the loss of the Winter Fuel Payment in 2024. Often clients referred to the recent energy crisis as the point at which their financial difficulties sharply worsened and when they started to struggle to pay for increasingly high energy costs. Households with health-related care needs face higher essential costs, including increased water use and rising water charges. While energy prices have risen steeply, clients’ incomes, particularly those reliant on welfare benefits (common for those living with health conditions), have not 14

increased at the same pace. This has been further compounded by the day-to-day cost of living and other essential bills also increasing in price.

‘I had low income. I was struggling to keep it on and […] I’ve got a few illnesses, which could do with the heating on when it’s cold.’

‘It’s causing my mum quite a lot of stress and anxiety, not just the situation, but also because of the spiralling energy costs. […] this is one of the first times that they’ve ever been in debt with the energy company.’

Before support, clients rated their overall life satisfaction at

4.35

out of

Keeping warm and well at home before support Before receiving support, 82.4% reported struggling to keep their homes warm during winter.

Most advice-supported clients (79.3%) attributed this struggle to energy costs being too high. Consequently, 28.2% said they would usually fall behind on paying their energy bills, and 45.5% limited how often they put the heating on, using it less than they felt they needed. For clients on prepayment meters, some reported difficulties in being able to afford topping

up their meters, which meant they went without heating until their next payment arrived. In some cases, clients went without heating for as long as a week.

The impact of this was compounded by health conditions. Clients described that during winter they, or other members of the household, felt the cold far more intensely, particularly when health conditions limited their mobility. To stay warm, they often needed to keep their heating on for longer periods.

Rationing practices extended beyond heating. Some clients cut back on using essential electronic devices to manage certain health conditions, though this was not an option ‘Her [daughter] for all. It also deeply affected sats observations everyday living conditions, machine is attached to the often forcing clients to power, and also the Wi-Fi so prioritise some basic essentials, such as food, we can see it on the phone. cleaning products, or So that requires constant hygiene items, while electricity. So, that’s one thing going without others entirely. that we’ve always had to be

conscious of […] and it uses quite a lot of money.’

28.2%

said they would usually fall behind on paying their energy bills.

Before receiving support, clients described a wide range of strategies to keep their homes warm, or ways in which they had to reduce spending on essentials due to the cost of paying for their energy. Many relied on low-cost strategies such as closing curtains, using heated bags, hot water bottles, throws, and wearing additional layers of clothing to keep warm. Some spent most of their time confined to one heated space. Others only used heating for set periods or avoided turning the heating on altogether, a pattern that often led to damp and mould developing in rooms. Others avoided being at home to reduce heating costs, spending time on public transport or staying with relatives whose homes were warmer.

How clients were managing before support 17.6%

Avoiding cooking hot food

26.6%

Cutting back on food 20%

Cutting back on hot water Cutting back on spending on leisure activities

49.7%

Cutting back on use of essential electronic devices

16%

Getting behind on energy bills

28.2%

Heating on lower/less than liked

45.5%

Limiting how often lights are on

22.6%

Unable to buy cleaning or hygiene products

22.8%

Unable to buy shoes or clothing

33.1%

Unable to heat all rooms in the house

38.3%

Unable to top-up PPM

27.5%

Using blankets, coats, hot water bottles etc.

38.7%

10%

20%

30% Percentage

Many clients often cut back on stress. Also, these experiences essential appliance use, show the daily trade-offs some including washing machines, of the most vulnerable people dishwashers, and tumble make to balance comfort, dryers. Some even turned to health and financial pressures. candles for light. Rising energy prices left people fearful of As well as this, to manage health using everyday appliances, conditions, clients told us that they while others monitored their required access to healthy food, meters closely and made medication, hot water, adapted difficult choices about homes, and mobility aids giving their children a – things which often bath or reducing require energy to ‘My their own use. However, partner, shower use. 17.6% reported he is immobile These avoiding practices can cooking hot […] I find that worsen food, and because he is sitting existing 26.6% around, he really health reported conditions by cutting back notices it increasing on the range of [the cold] a lot damp, reducing food they bought more.’ hygiene, and in order to keep adding significant their homes warm.

40%

50%

Many clients relied on food banks, food parcels, or support from relatives. This suggests that, prior to support, many of these clients were not accessing a healthy or varied diet. These experiences before support show the relationship between energy use and health, and demonstrates how cold, damp homes and the pressure of unaffordable energy impacts people’s health, ability to manage their health, and comfort at home. Because these pressures are so central to daily life, the changes in health and wellbeing after receiving support are a crucial part of the programme’s impact, and it is important to understand how clients’ health and wellbeing changed once support was in place.

Impact on health and wellbeing - following support

This average improvement of 1.72 points in life satisfaction after receiving support, across all 656 clients surveyed, equates to approximately 1,128.32 WELLBYs5 over one year6, representing around...

This section explores these changes in detail, highlighting the improvements clients experienced in their physical and mental health, and capacity to manage their disabilities, after receiving support. It shows how warmer homes and reduced financial pressure enabled people to better manage long‑term conditions, feel more in control, and experience an improvement in their overall wellbeing.

Over a quarter of advice clients (28.5%) reported an improvement in their physical health, with 24.5% attributing this change directly to the support they received. Similarly, for those who received income maximisation support, 32% reported improvements in their physical health and 42.7% in their mental health.

Nearly 40% said they were also better able to manage their health conditions.

‘And that was… you know, was a lifeline, because someone finally was listening to me, and actually cared.’

Many directly attributed improvements to their health conditions with the support they received.

Clients described feeling more comfortable at home and better able to maintain a stable indoor temperature, which was associated with fewer aches and pains, reduced frequency of illness, and improvements in respiratory symptoms.

Improvements in mental health were even more pronounced. A third of advice clients (33.2%) reported better mental health outcomes after receiving support, and 27% felt these improvements were a direct result of the help provided.

£17,263,296

relevant to the NHS and the wider health and social care system7.

‘It’s made a difference in a lot of ways. I’m not getting ill so much. I’m not having so many aches and pains in my knees and back.’

of wellbeing (public) value

Clients who received advice frequently linked these improvements to reduced stress, increased confidence, and feeling more in control of their energy use and household budgets.

Diary entries detailed a continued improvement in mental and/or physical health over time as a direct result of the support they received. Reduced anxiety about using energy, reassurance from having help with debts, and feeling consistently warmer and more comfortable at home all contributed to these positive health outcomes.

Measured wellbeing outcomes also showed positive change: the average WELLBY (Wellbeing-adjusted Life Year) score for overall life satisfaction increased by 39.1% to 6.07 out of 10 (a change of 1.72 points), while the average score for feeling anxious decreased by 7.4%, dropping to 5.52 out of 10 (a change of 0.55 points). This suggests that clients were feeling more satisfied about their lives overall following support and less anxious.

‘We go out an awful lot more, because there’s a lot more money around now.’

These improvements also extended to family life. Parents highlighted positive impacts on children, who were less exposed to stress within the household and noted a reduction in social isolation. For those who received income maximisation support, the service provided clarity at a time of upheaval and confusion, especially for those experiencing recent changes to their health. One client commented on how hard it can be navigating the benefits system when also trying to manage multiple health conditions.

‘And I was just really struggling at the time because I wasn’t sure how to get my head around the forms, […] It was just multiple things that were affecting everything.’

Over time, the support provided has generated wider social, economic, and cultural benefits. In their diaries, clients told us of how they now feel better able to reconnect with family and friends, re-engage in employment, and resume hobbies that had previously been put on hold. Together, these findings demonstrate that reducing financial strain and improving energy security can have wide-ranging benefits for physical health, mental wellbeing, and overall quality of life. It is important to be mindful, however, that a small number of clients reported no change in their health outcomes. They told us this was primarily due to ongoing poor housing conditions such as mould and damp, particularly in temporary accommodation. For some, health conditions were chronic and long term with perceived little scope for improvement, although the intervention may help to slow further deterioration or support individuals to manage their conditions more effectively. For clients facing multiple and complex challenges, fuel poverty represented only one aspect of wider difficulties they were experiencing. Longer-term analysis may be able to better understand how this plays out over not just months, but years of managing health. Many remained anxious about managing or repaying existing debts, and some continued to rely on food banks. These findings highlight the need for more holistic, multi-agency support to address the underlying structural issues affecting health and wellbeing.

Because wellbeing is reported retrospectively in a single follow‑up survey, results may be influenced by recall bias and should be interpreted with appropriate caution. For more information, please see our accompanying Methodology Report. 6 The duration of one year has been used as this is the perceived duration of benefit adopted by our internal SROI model. 7 This has been calculated by multiplying the total number of WELLBYs by the UK Treasury’s 2021 inflation-adjusted value of a WELLBY as being worth £15,300.

CASE STUDY

Shaliyah’s story Shaliyah is a single mother living on a very low income while managing multiple health conditions, including anxiety and a respiratory condition, and lives with a neurodivergence. She struggled to keep her home warm using smart prepayment meters with two different suppliers, often running out of credit and relying on emergency top‑ups or family support. The cold in her home worsened her children’s asthma, disrupted their routines, and caused significant stress for the whole family. Through Warm Homes, Healthy Futures, she received immediate help through a fuel voucher, a Winter Warmth Support Pack, and practical energy‑saving advice. Her adviser also arranged a replacement air fryer through an external grant and supported her to understand her energy debt and manage her meters more effectively. These changes have made her home warmer and more stable, reducing the need to stay with relatives and easing her children’s asthma symptoms. Shaliyah feels less stressed and more in control, and her children are noticeably happier. Small reductions in energy use mean her top‑ups now last longer, giving her just enough extra money to occasionally treat herself and her children - a meaningful improvement after long periods of going without.

‘‘

Reductions in rationing and improved daily living Following support, the proportion of clients experiencing subjective fuel poverty fell from 82.4% to 58.2%, a reduction of 29.3%.

Percentage change in coping mechanisms used by clients after receiving support 27.9%

Avoiding cooking hot food

29.2%

Cutting back on food

29.9%

Cutting back on hot water 24.6%

Cutting back on spending on leisure activities 18.7%

Cutting back on use of essential electronic devices

50.0%

Getting behind on energy bills 35.4%

Heating on lower/less than liked

Even with ongoing challenges, many clients saw real improvements. Warmer homes and less financial pressure meant people didn’t have to rely as much on unsafe or unhealthy coping strategies, helping them feel more stable and comfortable day to day. As well as advice, crisis funding helped cover essentials.

This support also reduced the need to cut back. Far fewer people struggled to top up their meters Just over a third

WERE ABLE TO HAVE THEIR HEATING ON WHEN THEY NEEDED TO OR WANTED TO

22.8%

Limiting how often lights are on

35.3%

Unable to buy cleaning or hygiene products 26.5%

Unable to buy shoes or clothing

31.5%

Unable to heat all rooms in the house

46.6%

Unable to top-up PPM 31.6%

Using blankets, coats, hot water bottles etc. 0%

10%

20%

30%

40%

50%

Percentage

(35.4%)

Around three in four were

Clients also reported being able to use their heating more often and for longer, heat their whole home rather than a single room, run washing machines more frequently, and enjoy baths again.

ABLE TO AFFORD FOOD (73.7%)

two thirds could

BUY BASIC HYGIENE PRODUCTS (66.7%)

and many were able to

USE ENERGY EFFICIENT COOKING APPLIANCES. 22

Just over a quarter (27.9%) no longer avoided cooking hot food, and 29.2% no longer cut back on the range of food they purchased. Similarly, just under 30% no longer cut back on the amount of hot water they used, and 31.6% no longer relied on blankets, coats or hot water Feedback bottles for the advice to keep service was positive, warm with 87.9% satisfied with instead communication, 88.2% of using satisfied with the quality of their advice, and 78% feeling heating.

the support genuinely improved their situation.

Some also noted smaller but meaningful positive changes, such as being able to spend a little more on items for their pets or their food shopping.

‘The biggest thing for me has been the washer and the way we use our clothes, because with my son’s condition the washer was always on […] because we’ve been able to cut back money in different places and have the cheaper water tariff […] we’re able now to use the bath while my husband is in the shower. So my children get a bath at night instead of just using the shower.’ 23

Impacts of income maximisation

Similar changes were also seen among clients who received income maximisation support.

In total, the programme helped to secure over £11 million in financial gains for clients, with over £8 million of this being directly through benefit claims - a vital pathway of support for those in fuel poverty.

In their weekly diaries clients noted that being able to use their heating without rationing meant they continued to feel noticeably more comfortable in their homes, with clear positive impacts on their mental wellbeing.

Here, the proportion of clients regularly cutting back on food dropped by 36.8%, and those limiting their use of hot water fell by over a third.

These changes not only improved comfort and daily routines but also helped households better manage their health conditions by reducing cold, damp, and hygiene challenges.

Two thirds of those who regularly were doing so before are no longer falling behind on energy bills, and 53.3% of those who regularly did so no longer feel they have to keep their heating on lower or use it less often than they need.

These changes reflect a meaningful shift in all clients’ ability to cope day to day, and highlights the importance of holistic and tailored support for those in need.

‘Well, you know, they’ve given me a chance to be able to hopefully pay for my heating now this winter, so hopefully I’m going to be warm this winter, I’m going to actually have hot water, I’m going to be able to actually buy food, proper food.’

‘Yeah. Last week, when I first got this, what I thought was a throat infection, my daughter confirmed it was a chest infection, and she said, “Just keep yourself warm.” And I thought, “Yeah, I’m putting the heating on.”’

Impact on financial stability Helping people reduce the need to ration spending on essentials for living healthily and comfortably, along with enabling increased financial stability, has direct and meaningful impacts on both the physical and mental health of clients. The support received through the programme played a significant role in reducing financial pressure. After support, clients who received advice were significantly more likely to say they worried less about paying energy and household bills, felt their budgets were more manageable, and had reduced both energy-related and other debts.8

CASE STUDY

Bridget’s story Bridget, 37, lives with her husband and four children, two of whom depend on electricity-powered medical equipment. After moving into an electricity-only home, the family was quickly overwhelmed by high energy costs, falling into financial hardship and debt. In order to cope with the cost, Bridget and her family found themselves having to limit heating, hot water, any nonessential electricity use, and cut back on purchasing important items, such as clothing and furnishings.

Financial capabilities of clients following support

‘No one made us feel as if we were judged.’

Through the Warm Homes, Healthy Futures programme, Bridget received tailored energy advice and help to reduce bills and manage debt. She also received essential items including a Winter Warmth Support Pack, a heated drying rack, and an energy efficient cooker. This support eased the pressure on her, particularly around providing for her children. With reduced costs and safer, more efficient appliances, the family no longer needed to make such extreme cutbacks. They were able to heat their whole home again, creating a warmer, more comfortable space where they could spend time together.

31.5%

36.6%

37.7%

44.7%

45.2%

Financial situation has improved

Worry less about paying other bills

30.7%

Have reduced energy debts

Understand and manage energy bills

Household budget is more manageable

Worry less about paying energy bills

A self-reported measure of fuel poverty based on ability to afford the energy required to keep the home warm when cold outside or required.

Easing money worries

‘It feels like I could, sort of like, take a breath. You could sort of relax a little bit.’

Financial capabilities and confidence also improved for those who received income maximisation support. Nearly 60% of clients who received this support reported no longer worrying about paying their energy bills, and just over half are less worried about paying for other bills. Almost half also feel their overall situation has improved, and that the pressure had eased:

Further analysis suggests that when clients feel less worried about affording their energy bills, they also feel more confident managing their health. Many clients were offered Furthermore, feeling more able to additional crisis support including afford energy was linked with higher fuel vouchers. overall life satisfaction. The relationship Of those that had received vouchers, between keeping homes warm and improvements in health or wellbeing was also positive, though it appeared less pronounced, and may reflect the size of the sample or the challenge of measuring warmth through a single said the voucher helped them worry survey question. At the same time, less about paying for their energy for clients consistently told us that being just under a month, and many felt that able to keep their homes warm made a this support would help them prepare meaningful difference to their comfort, for winter, improving comfort and stability and health. In their diaries, reducing anxiety about future cold clients reflected that having a weather. The diary entries told us consistently warm home that how clients who received a fuel ‘The extra they could afford to heat voucher felt significantly less helped ease symptoms of help on the gas stressed about their winter existing physical health energy use and that this meant we could conditions. was sustained over time.

41.7%

afford to shop for more essential foods and have some more spare food if needed.’

With financial pressure eased, they were able to heat their homes when needed, allowing them to approach the colder months with greater confidence and reduced worry about staying warm. This points again to the importance of holistic and tailored support built around the clients and their immediate needs.

Feeling better physically and mentally helped some clients take better control of their health. Taken together, the findings suggest that both financial pressures and the experience of living in a warm home matter for people’s health and wellbeing.

Warm Homes, Healthy Futures led to

£11m+

financial gains being secured

CASE STUDY

Matilda’s story After the death of her husband, Matilda, a widow in her 70s living with terminal gallbladder cancer, was referred to National Energy Action after being left with no income and relying on her savings to cover essential costs. A benefit entitlement check revealed that Matilda had never claimed her State Pension due to an administrative error and a lack of awareness of her entitlements. With support from an National Energy Action adviser, she successfully claimed a £16,000 State Pension back payment, ongoing weekly pension payments, Housing Benefit, Council Tax Reduction, and fast-tracked Attendance Allowance. In total, National Energy Action secured over £60,000 in financial gains and support for Matilda, providing muchneeded financial security and peace of mind during the final months of her life.

90.6% of clients who received income maximisation support were happy with the level of communication, 94% were pleased with the quality of advice, and 79.3% said the support made a real difference to them

Understanding energy better Following advice and support, clients described learning new, practical energy-saving tips - many of which were easy to implement - such as closing doors, switching appliances off when not in use, lowering boiler temperatures, and using kettles more efficiently.

confident communicating with their energy suppliers (44.7%), and felt their homes were now warmer and more comfortable when needed (38.6%). Many clients felt better able to heat their whole home, with some noting that receiving fuel vouchers allowed them to use their heating at crucial times of need.

They were also significantly more likely to agree that, following support, they now know more about saving energy while keeping comfortable at home (53.7%).

Some clients used the advice to deal with other utility bills and shared this in their diaries. All diary participants who received energy efficiency advice said they could put it into practice straight away without affecting their comfort. Over time, most began to explore additional ways to save energy, either through further changes

These clients also reported that they saw an improvement in their energy capabilities. Clients felt more

in behaviour or by using additional products. Some reported beginning to see tangible benefits as a result. These improvements helped clients maintain healthier indoor environments, reducing exposure to cold and damp and supporting better management of existing health conditions.

‘National Energy Action has been an absolute lifeline. I would have had no stream of income, whilst in crisis had it not been for the support.’

Energy capabilities of clients following support Knows more about saving money while keeping comfortable at home

53.7%

More confident communicating with energy supplier

44.7%

Find it easier to use and control their heating system

‘I’ve used the advice in the kitchen. I mean, by not filling the whole kettle […] I’ve started halving it. So that’s something I would never have done if he [adviser] hadn’t said it.’

39.4%

Home feels warm and comfortable when needed

38.6%

Home feels cool and comfortable when needed

38.4% 37.3%

Temperature in home has improved

32.5%

Home holds heat in better

27.8%

Mould or dampness in their home has reduced

10%

20%

30%

40%

50%

Percentage

CASE STUDY

Paul’s story

Paul was referred into the Warm Homes, Healthy Futures programme after struggling with confusing bills, mounting debt and a long‑running cross‑metering issue with his energy supplier. Living with depression, he often found it difficult to challenge mistakes or even open his bills, and the stress of unaffordable energy costs meant he avoided using his heating, relying instead on blankets and extra layers. Paying his energy bill also meant he could no longer afford his water bill, pushing him further into financial difficulty. An adviser visited Paul at home, reviewed his bills, helped resolve the cross‑metering problem and arranged for his existing debt to be cleared. They also secured a 16‑month fixed tariff, making his monthly payments predictable and affordable. Paul told us the support ‘settled’ him, easing the anxiety he felt every time a bill arrived and giving him the confidence to challenge incorrect charges in future. With his debt cleared and a fixed rate in place, Paul now feels able to use his heating when he needs it, without fear of unaffordable costs. The support has had a lasting impact on his wellbeing, reducing financial stress and giving him reassurance that help is there if he needs it again.

Impact of gas appliance servicing Safe, reliable gas appliances are central to maintaining health at home, particularly for people living with long-term conditions or reduced mobility. Being able to stay warm, prepare meals and rely on hot water is fundamental to comfort, hygiene and managing symptoms. Some clients who received support through Warm Homes, Healthy Futures were invited to receive a free gas appliance service.

Without this support, many would have faced serious hardship. Just over half of survey respondents (10 out of 19) said that, without access to the free service, if something had gone wrong with their appliances, they would have had to forego heating, hot water and/or cooking facilities. Others would have had to use savings or borrow money (through both formal and informal lenders). For many, as a result, gas servicing was routinely deprioritised, even when they knew it carried safety risks. As one client explained:

‘I mean, it’s one of those things that, […] goes by the wayside, because there are other things to pay for that you think are more important, […] you tend to just think, “Oh, well, it’ll be alright.”’

For some, this meant they had gone years without a service, with the cost of the servicing being contributing factor. Clients spoke about their increased reliance on heating and hot water for comfort and cleaning. For those with long-term conditions, warmth is an essential aspect of their ability to manage their symptoms:

‘It’s important for me for my boiler and my heating to be working, because of my illness.’

Alongside this, some clients also talked of the worry they had around feeling as though their boilers were not safe and talked of the impact this might have on more vulnerable household members if an emergency situation arose.

‘And, yes, knowing that those points on the boiler had been fixed… that has put my mind at rest.’

Following the service, nearly two thirds of clients (12 out of 19) said that the service helped them maintain or regain essential heating, cooking or hot water. Others noticed their systems were easier to operate after the visit. Overall, 12 out of 19 clients also felt their home was now warm and comfortable when they needed it to be. As a result, some clients reported a positive impact to their health. Eight out of 19 clients reported improvements in both physical and mental health, and seven felt more able to manage their health needs.

CASE STUDY

Harriet’s story Harriet lives alone and manages several long‑term health conditions, including arthritis, a respiratory condition, and struggles with her mental health. She was first referred to Warm Homes, Healthy Futures for help with her PIP application. After this was completed, she was identified as eligible for a free gas service. Harriet had never been able to afford a service

before, despite relying heavily on heating to manage her health, and often supplemented her central heating with a Calor gas heater, blankets and extra layers. Warm Homes, Healthy Futures arranged a full gas service for her boiler, oven and gas fire. While the boiler and oven passed, the engineer found multiple safety faults with the gas fire and had to condemn and cap it. Harriet told us,

‘I’m glad I got the service… he said it was dangerous.’ Knowing her home was now safe brought significant relief. Warmth is essential for managing her asthma, and she described feeling more at ease and more in control at home. As she put it, ‘It’s one less thing to worry about… it has given me peace of mind.’ The intervention prevented a serious safety risk, improved her comfort, reduced anxiety, and left her feeling grateful for a service she described as ‘brilliant’ and ‘so easy’. 37

ACCESSING SUPPORT THROUGH WARM HOMES, HEALTHY FUTURES 67.3%

‘I didn’t know there was anything like that out there. And, you know, I’ve been struggling for years, to be honest, but no, I never knew.’

Including community events and group-based advice within energy and health-focused schemes like Warm Homes, Healthy Futures is essential. These settings reach people who are least likely to engage through traditional referral or appointment-only models and point to the vital role of place- and community-based approaches.

of clients reported struggling to find help elsewhere.

The evaluation also showed that many clients had struggled to seek help with money and debt in the past. Stress, anxiety and past negative experiences often put them off reaching out, while others felt the support available didn’t meet their needs. As debts grew and support fell short, many were left feeling powerless and lacking the confidence to ask for help. Others were simply not aware that the support they needed existed:

The importance of community events and place-based approaches

Other interviewees noted that they had tried to access support but were either deemed ineligible (and so received nothing or very little). Or they had felt that those instances of support provided them only with general information and advice, rather than the holistic support model at the heart of Warm Homes, Healthy Futures:

‘I’d approached our own energy providers generally about things […] But not really that was specific, like what you guys helped with, anyway… [National Energy Action adviser], on the phone, helped us go through a benefits check. And no one had done that - like, actually done that thoroughly, like she’d done. It is important to recognise not only the support delivered to clients, but also the wider work that goes into building awareness and visibility of the service through establishing effective referral routes and partnerships. These foundations are important for ensuring people are identified early and connected to help when they need it most.

The programme delivered approximately 1,000 community events reaching over 15,000 people, delivered alongside a range of partners.

Community venues, such as libraries, support groups, food hubs and wellbeing centres, offer safe, familiar environments where residents feel comfortable asking questions and disclosing issues they may avoid in formal settings.

For Warm Homes, Healthy Futures, embedding community events into the delivery model enabled the scheme to reach hidden vulnerabilities early, particularly among people with health conditions, low confidence, mental health challenges or chaotic living circumstances.

68%

68% of those attending community events said they were now likely to talk to friends and family about carbon monoxide (CO) and the potential dangers, as a direct result.

Importantly, these settings create natural pathways into deeper one-to-one casework by enabling warm introductions, Group- and event-based real-time triage, and delivery also allows cross-referral with cofor rich conversations, located partners such as peer learning, and benefits, housing or health trust-building, making teams. By embedding advice more accessible support directly within to some and reducing communities, schemes real/perceived stigma. widen their reach, It also supported the improve equity of access, joined-up working of strengthen preventative the programme, and impact, and ultimately helped to raise deliver better awareness outcomes for of it at ‘You have households a local whose wellbeing brought to my level. is most affected notice things I was by energy not aware of, which affordability is brilliant: and home 10 out of 10!’ conditions.

CASE STUDY

Community event delivery LOCATION: YMCA North Shields HOST PARTNER: North Tyneside Council Care and Connect The Warm Homes, Healthy Futures community session showed the value of delivering energy advice in familiar community spaces and working with trusted local partners. Held alongside a mental health support group and attended by residents in supported accommodation, it reached people who rarely seek formal advice but face significant health and financial vulnerabilities. The informal setting encouraged open conversations about cold homes, fear of using heating, debt worries and confusion about changing government support. Having an energy adviser and an income maximisation specialist together meant residents could discuss benefits, energy efficiency, carbon monoxide safety, smart meters, heating controls and Priority Services Register eligibility in one place. This approach built trust, reduced the need to navigate multiple services and generated strong referrals for one-to-one support. The session also highlighted the challenges faced by people in supported accommodation, including the need for early practical help at the start of a tenancy, such as meter access, supplier identification and preventing debt. It also revealed issues where heating is included in rent, showing the importance of tailored energy literacy support. Overall, the event demonstrated that communitybased delivery is vital for reaching priority groups early, identifying health-related risks and preventing crisis. Bringing advice into trusted spaces improves engagement, strengthens outcomes and creates clearer pathways into sustained support.

Embedding knowledge and awareness across community support mechanisms Delivering awareness sessions and training for frontline staff and community organisations was also a vital component of effective programme delivery.

Through the programme, 3,859 frontline workers were upskilled through a mix of face-to-face awareness sessions and monthly training webinars. Organisations included social care practitioners, social prescribers, social workers, occupational therapists, care co-ordinators, energy advisers, and housing officers. Training frontline workers creates a ripple effect: each trained worker extends the reach of the scheme far beyond direct delivery, increasing local capacity, reducing duplication, and embedding preventative practice within everyday interactions with residents. Ultimately, awareness and training sessions transform frontline workers into confident, informed partners who amplify the

100% of advice session attendees reporting improved knowledge of the dangers of carbon monoxide and feeling more confident to advise clients on this. 42

80% reported improved knowledge of healthy room temperatures, with 87.5% feeling more confident to advise others.

impact of the service and help ensure that households at greatest risk of fuel poverty are recognised, supported and connected to specialist help at the right time.

‘This will be really useful when supporting the vulnerable people we work with, another service to be able to refer into.’

100% reported improved knowledge of support available and feeling more confident to advise others.

On average, those who attended training each went on to share their knowledge with 10 people per week.

SOCIAL RETURN ON INVESTMENT Warm Homes, Healthy Futures delivers substantial, measurable value for clients, communities and the wider public sector. By reducing harmful coping behaviours, improving financial stability and enabling people to stay warm and safe at home, the programme generates benefits that extend well beyond immediate energy support.

As of the end of March 2026, use of National Energy Action’s Social Return on Investment model indicates that the programme has so far unlocked

£16.55

in total social value per £1 invested.

Helping people stay warm, safe and financially secure

Generating wider environmental, economic and public sector benefits

National Energy Action’s and the Gas Distribution Networks’ (GDNs) SROI figures for the WHHF programme vary because GDNs use Ofgem’s GDN Rulebook criteria for consistent VCMA assessment across gas networks, while National Energy Action’s bespoke tool includes assessment of wider wellbeing benefits evidenced by beneficiaries. Both approaches offer useful perspectives and show the programme is delivering significant positive outcomes for households and wider society.

CONCLUSION

The Warm Homes, Healthy Futures programme demonstrates the importance of nationally coordinating and driving forward work that links health, energy advice and income-related support. The evidence shows that clients were not only struggling with cold homes, high energy costs and complex health conditions, but were often unable to access help at all, or did not access support that fully met their needs. Health professionals are often trusted sources of support, and by connecting these health and social care professionals with specialist energy and income advisers, the programme has created a co-ordinated pathway that addresses fuel poverty and its impact on health.

This co-ordinated approach has delivered measurable improvements in warmth, financial stability, energy capability, and both physical and mental health. Clients reported reduced rationing, increased confidence, and a greater ability to manage their conditions at home. Taken together, these outcomes highlight the importance of treating fuel poverty as a health issue, not just a financial one.

OUR RECOMMENDATIONS 1

Strengthen and build referral networks between health professionals, public health bodies, and energy advice services This will enable effective targeting of support to vulnerable individuals with cold related illnesses, recognising cold homes as a public health issue and energy advice as health work.

Map and co-ordinate wraparound support alongside energy advice Providing wraparound support alongside energy advice, including income maximisation, benefits support, crisis support, debt advice, housing support and practical interventions, helps ensure that vulnerable households’ intersecting challenges are recognised and addressed. Fuel poor households should be able to access energy advice as part of a broader system of services, with fuel poverty addressed alongside related issues through joined-up, cross-sector support across housing, health and social policy. 44

Create the Warm Homes Agency as set out in the Warm Homes Plan The Agency should ensure that the most vulnerable households benefit from the funding announced in the plan. It should enable vulnerable households to be proactively identified and their needs prioritised, ensuring they can access and act on retrofit support. It should deliver holistic, person-centred support, provide centralised information while integrating local delivery and expertise, ensure end-to-end protection across the retrofit process, and support high-quality, consistent advice from a skilled and capable workforce.

Secure the implementation of healthy homes in the rented sector PRS regulations (EPC C by 2030) must be moved into statute immediately to encourage action at the earliest opportunity, and enforcement must be taken seriously.

Co-ordinate referral routes through trusted networks These networks should include health services, social care, housing providers, the voluntary sector, and community groups, ensuring multiple access points for vulnerable households.

Improve understanding of health-related energy vulnerability This involves strengthening data triangulation, enabling appropriate data sharing, and agreeing standardised metrics across national and local government, health and social care providers, and energy sector organisations to better target support to the most vulnerable and inform national planning.

Strengthen protections for prepayment customers This includes maintaining and rigorously enforcing Ofgem’s licence rules on involuntary prepayment installations for households with healthrelated vulnerabilities, and exploring routes to ensure standing charge debt accrued while off supply is held at the back of the meter so reconnection is not blocked and debt is recovered gradually once supply resumes.

Reform the Warm Home Discount to introduce a tiered rebate The rebate should offer greater support to households with higher essential energy needs, vulnerabilities, and low incomes, including those with health-related conditions and families with young children. This requires expanded eligibility beyond means-tested benefits, improved data sharing routes to identify at-risk groups, and a design that ensures support is delivered automatically to those most at risk from cold homes.

Introduce a mandatory social tariff across all suppliers A mandatory social tariff should provide an affordable, accessible and enduring reduction in energy costs for low-income and vulnerable households. It should sit alongside, rather Contact us than replace, a reformed to learn more or Warm Home Discount, work with us. Email recognising that the Warm healthyfutures@nea. Home Discount provides org.uk. Warm Home, targeted winter bill support Healthy Futures is while a social tariff addresses continuing until underlying unaffordability. March 2028. 45