Warm and Informed Evaluation and Findings

Warm and Informed Evaluation and Findings March 2016 By David Ayre, Lucy Capron, Pedro Guertler and Sarah Royston Introduction and overview of the project Methodology The findings in this report are based on:  The Warm and Informed project was launched in September 2014 as a partnership between Northern Gas Networks (NGN) and The Child e s “o iet , fo usi g o t o low income areas of Bradford. The project was intended to build on previous joint work by these organisations involving giving fuel poverty advice at Child e s Ce t es.    The project involved the following activities:      Outreach work –visiting hard to reach areas, delivering leaflets and information about the sort of fuel poverty support that was available and engaging with families. Home assessment visits – for those families who were not accessing the services at the Child e s Ce t e or were in need of specific advice on home energy issues. Energy advice appointments in the home or at a Child e s Ce t e – these were to discuss ways that families could be more energy efficient, and their access to benefits. ‘efe als to the G ou d o k G ee Do to s s he e fo f ee i stallatio of practical energy efficiency measures, or to the debt advisor at a Child e s Ce t e. Groundwork Green Doctors install energy saving measures and offer practical advice on energy saving to edu e people s energy use and cut their fuel bills. Workshops, courses and family activities – these wraparound services included cooking lessons, crèche facilities, free lunches and translators to make the energy sessions as accessible as possible. Five interviews with project workers and staff from Northern Gas Network 17 interviews with service users accessing the Warm and Informed project 16 interviews with service users that had not accessed the project Review of Key Performance Indicator data collected by the Bradford Child e s Centres This evaluation report identifies key themes that have emerged from our interviews with families who have accessed the Warm and Informed project, and brings together our key findings about what worked, what issues there were, and what can be learned for an expansion of any similar work. 1 Literature Review mental health, while people with literacy or numeracy problems, or mental health issues, are more likely to be on a low income4. There are also discrepancies between different payment methods, as paying for energy using pre-payment meters typically costs around £80 more each year than paying by direct debit5. Families and fuel poverty The nature and extent of fuel poverty among families with children When a family is in fuel poverty it means that they face high energy costs and also have a low income. There are currently an estimated 2.23 million children, in 1.08 million families, in fuel poverty in England1. Compared to the old definition of fuel poverty (based on a ratio of fuel costs to income), the new definition means many more families are classed as fuel poor. This means that attention is increasingly turning to the needs of this group and the support and services that can be offered to them. The energy vulnerability of children has not been extensively studied, and this stage of development is associated with particular energy needs. Children may need a warmer home than adults can cope with – especially babies and toddlers who are less able to manage their own temperature through clothing and behaviour, and to communicate their needs. Having children will also increase the need for energy for other purposes, such as laundry, cooking and bathing. The increased costs of having children such as income changes or childcare costs mean there can be an increased risk of fuel poverty and energy vulnerability. The Too a hu dles epo t2, which examined barriers faced by consumers in fuel poverty in accessing information, advice and support in energy services outlined how: Fa tors i a i di idual s or household s circumstances can increase the risk of them experiencing difficulties in dealing with markets providing essential services such as e erg , parti ularl if people s eeds are ot fully recognised or addressed adequately in public and corporate policies and practices. These are described as risk factors, namely that experiencing one or more of these types of circumstance can increase the risk of o su er ul era ilit . Those especially vulnerable may include families where a parent or child is disabled6, mainly due to their lower incomes and the higher cost of raising a disabled child7. A Gingerbread survey found that fuel bills caused the biggest problems for single parents in terms of debt, with 25% being behind with at least one bill8. Impacts of fuel poverty on families and children The impacts of fuel poverty have been extensively studied in the past, and there has been some work on impacts on children. For example, The Dynamics of Bad Housing9 project found that between 2001 and 2005, 13% of children spent at least a year living in inadequately heated accommodation, a state that p odu ed ultiple egati e out o es . ‘esea h The Child e s “o iet 10 in 2014 found that: The report shows that vulnerability can flu tuate a o di g to ha ges i people s circumstances at different periods of their lives. This is supported by academic research, such as the InCluESEV programme3 which suggests that households may be affected by multiple risk factors, and may move in and out of energy vulnerability over time. For example, carers are likely to be on low incomes and at greater risk of poor physical or 2    As well as these health impacts, the Marmot Review Team15 examined a range of evidence and concluded that fuel poverty may have i pa ts o hild e s de elop e tal status and school attendance, which is corroborated by evidence that showed children living in inadequately heated accommodation often had no quiet place to complete their homework as only the main room in the house was heated to an adequate level16. Other research has highlighted further potential negative impacts on education, for example if a child or teenager is ill as a result of living in a cold home, they may need time away from school17. An estimated 3.6 million children thought their home was too cold last winter, and around 1.3 million said it had damp or mould. Two thirds of families said they are likely to turn their heating down that winter because of the cost. Of these families more than half (55%) say that they are worried about their children becoming ill as a result of their home being too cold. More than four in ten families – over three million – said that they are likely to cut back their spending on food because of heating bills. About half a million families said that they are likely to take out a loan in order to cover the costs of heating their home. Barriers to take-up of fuel poverty assistance Despite these impacts, last year it was estimated that only 2.9% of national energy assistance budgets reach fuel poor families18. There are several broad categories of barriers that may affect fuel poor families. “i ila l , o e e e t o k The Child e s Society11 found that energy debt can have severe impacts on families and children, leading to rationing of energy use, cuts in other expenditure, and a detrimental impact o hild e s ph si al a d e tal health. The research showed that a third of children whose family had faced energy debt said they were unwell all the ti e o so eti es during the previous winter, compared to just over one in 10 children whose families had never had energy debt. Meanwhile, the stress of making difficult decisions, such as heating or eating affects both parents and children. Financial barriers Financial barriers are widely seen as a problem in the take-up of energy efficiency measures across the population in general. For low income households, these would be especially significant if any cost is involved in the assistance. While schemes may offer assistance that is notionally free, there may be hidden costs, such as costs of phoning energy companies, or indirect costs associated with having a measure installed1. DECC s Energy Company Obligation (ECO) consultation in 201419 raised the worrying possibility that low income households may even be being asked to make a financial contribution to their energy efficiency improvements. The Marmot Review team12 found cold homes have an impact on a ide a ge of hild e s physical and mental health outcomes. This is supported by analysis by ACE13 that found a significant difference in breathing problems in children between fuel poor and non-fuel poor households, and by The Child e s “o iet 14 who found that in 2011/12 there were 110 excess winter deaths among children. This means that 7.9% more children died in the winter months than in other times during that period. 1 Though some progress has been made on phone costs - in June 2015 Ofcom announced that F eepho e u e s egi i g 8 a d 8 8 would be free to call from mobile phones, as they generally are from landlines 3 There are various problems that vulnerable consumers face in accessing energy information22, including: complex bills; unclear letters; unhelpful telephone systems and call centres; and lack of internet access. Lone parents, people in high density accommodation, those renting publicly, those without academic qualifications and those on a low income are most likely to be at a disadvantage in advice-seeking23. Until recently, the Warm Home Discount (WHD) had very complex eligibility criteria, which were hard for customers to understand, especially as each supplier set different eligibility criteria for their Broader Group (i.e. those who have to apply for the discount rather than getting it automatically). In January 2015 the Government introduced a set of standard criteria for all participating suppliers (though they can have additional criteria, subject to Ofgem approval) and this standardisation was welcomed24. At the same time, they ensured that the scheme was available to low income working families in receipt of in-work benefits with either a child under five or disabled child. Information and awareness An international study by ACE found that key barriers to energy efficiency schemes included barriers around information and awareness. Many families simply do not know what assistance is available, or what benefits it might offer. This is further compounded by the fact that too much confusing information leads to poor awareness of appropriate schemes20, with the National Energy Foundation (NEF)21 suggesting that: Eligibility and targeting Related to these challenges, another key issue is eligibility. Eligibility for fuel poverty assistance has been studied in relation to the old Warm Front scheme2, as shown by Figure 1 below. La k of i for atio , o su er a are ess, interest, and understanding were all identified as barriers, as well as awareness of the measures, solutions and technologies available. Solid wall insulation in particular suffers from low public awareness and customers are unaware of micro-generation technologies and how to use advanced controls. Consumers are also unaware of the e efits a d opportu ities a aila le to the . 2 The new Government scheme called Affordable Warmth replaced the Warm Front Scheme in January 2013. The scheme offers grants towards new boilers, heating controls, wall and roof insulation for everyone that is eligible. 4 Figure 1: Barriers to take-up of the Warm Front scheme 38 This suggests that a range of eligibility and targeting issues are significant – and many of these will be equally applicable to ECO and the WHD. This is reinforced by research25 where participants frequently stated that they thought the e e t eligi le, stati g o o ths su h as do t lai benefit so not e titled , o pe sio so a t get a thi g , a d usuall o e s get it . F o tli e staff i this study also noted that the complexity of grant eligibility is a barrier to fuel poverty assistance. Where schemes are simply raising awareness or generating referrals for existing programmes, then it is mainly the communication of eligibility that is the issue, rather than design of eligibility criteria. However, even these schemes will face the issue of whom to target with these communications. home, the age, the lack of cavity walls, poorly installed windows, or unsuitable roofs can be det i e tal. The o se atio a d he itage a ie aptu es the ho es hi h a e u a le to install energy efficiency measures because they are either listed buildings or in a conservation area, or for aesthetic reasons. Eligibility and building issues were also noted, with one study highlighting that a problem was that not all property and tenure types had schemes that were applicable27. The ongoing roll-out of smart meters across the UK has been presented as an opportunity to help customers reduce their energy use. However, problems have been identified around installing these meters in multiple occupancy buildings, which could mean many vulnerable families do not have access to this technology28 in the shorter term. Buildings and technologies Tenancy issues Other research ide tifies a p ope t a ie , efe i g to the li itatio s that the property structure itself imposes on residents. For example, in the space available in the One issue with energy efficiency measures is that the person that bears any cost of assistance may not be the one that benefits from it, for instance in the case of a landlord 26 5 […] forced into certain spatial patterns by restrictions on mobility, or tied to the comings and goings of helpers and carers. Routine is often critical and departures from routine (trips away from home, visits from people, unexpected events) can cause upset and require considerable organisation and planning. and tenant. Research by Pelenur and Cruikshank29 found that nearly 13% of all responses mentioned that the split incentive between landlords and tenants was a barrier, or that they are unable to enact energy efficiency measures because they are tenants of a housing association or council home. Tenure issues are especially important given the targeting of Affordable Warmth on the private rental sector, where there is a risk of landlords benefitting, rather than tenants, due to the uncertain nature of tenancies. Similar points could be made about the coordination of multiple routines as part of family life. The hassle associated with audits and installations may be especially problematic when both time and space are at a premium due to the demands of a family. Regarding whole-house retrofits, NEF30 argue that ownership of the property can be a barrier, with some consumers in the private rented sector having a short-term view, and conflicts between investors and users. They state that average homeownership is only ten years in the UK and a full package of retrofit measures is likely to take much longer than that to pay back. Credibility and trust An international study by ACE34 found that key barriers to energy efficiency schemes include credibility and trust both in technologies and in organisations. This is reinforced by another study of barriers to fuel poverty assistance which also expressed concerns centring on lack of trust35. The esea h states Responses from the community mentioning concerns about callers being bogus and that this lack of t ust is further seen in comments about letters addressed to the occupier and leaflets. The reticence of householders to engage, as cited by frontline staff, is in part indicative of the issue of trust . Pe eptio s of edi ilit depend on a variety of factors including: the nature of the source (e.g. private, governmental, charity or pressure group); past experience with the source; the nature of interactions with the source; and recommendations and impressions from others36. Hassle, intrusion and routines Research has found that a potential barrier is the idea of strangers coming into the home, both for audits and installations. A survey conducted by DECC identified too much hassle or disruption and a lack of time as two of the main barriers to people making energy efficient home improvements, and clearing out lofts is a key barrier to loft insulation31. Various studies have outlined how inertia, habits and rules of thumb can also be seen as fo s of a ie , alo g ith apath , complacency, laissez-fai e attitudes 32. However, it is important to avoid simplistic assu ptio s a out eha iou al a ie s that imply that people are acting irrationally and just need to act differently. The reasons for patterns of behaviour are often complex, involving the co-ordination of multiple routines. Evidence33 has shown that there are particular circumstances, such as living with an impairment or a long-term medical condition that can mean people are: As well as trust in companies, organisations and individuals, an additional barrier is trust in the technologies themselves, including concern around health problems associated with increased airtightness, mould and damp issues, uncertainty and scepticism with less familiar technologies37. 6 Stigma and pride As study by Sovacool38 found that under the Warm Front programme, between 42 and 57% of vulnerable fuel poor households did ot a ept assista e. The largest reason behind this refusal to participate is simple: people either did not consider themselves fuel poor or, if they were, did not want to admit it. Fuel poverty takes a severe toll on households, and as such it may have become stigmatized to the point where households feel that classifying themselves as fuel poor or even just poor is insulting. The o k outli es ho past surveys have shown only 5% of homeowners will report they cannot afford adequate heating, when in fact 12% cannot, based on their willingness to tell their energy company about their problem, and their willingness to access independent advice . Organisational policy and practice This is a category that cuts across many of the categories of barriers to accessing fuel poverty services. However, it is worth noting the fact that organisational policy and practice (especially among energy companies, but also with wider applicability) can create or exacerbate many barriers to take-up of assistance. The Too Many Hurdles research39 explored barriers in accessing information, advice and support, caused by organisational policies and practices, looking at issues such as telephone contact, call centre scripts and clarity of information on assistance schemes. Overcoming the barriers The evidence suggests that in the energy sector there is insufficient attention paid to the needs of people on low incomes and other vulnerable situations, compared with efforts to attract better off customers. These barriers also contribute to consumer distrust of energy companies, and are also related to barriers around information, and around costs. To date, there has been relatively little work specifically on ways of overcoming barriers to fuel poverty assistance. However, some lessons can be drawn from the various studies reviewed here, and grouped into seven broad categories. Effective information and advice Research by Sussex University Science Policy Research Unit40 makes several 7 recommendations regarding information for promoting energy efficiency, including:     to make sure they understand fully how to operate any new systems. Face-to-face interaction and support Information should be specific and personalised. For example, individual energy audits will be more effective than general information on cost saving opportunities. Information should be vivid. For example, a US study showed that people who viewed a video about implementing domestic energy saving measures were significantly more likely to cut energy use than those who received the information in writing41. Similarly, demonstration of tangible success with a technology is likely to have persuasive power. Information should be clear and simple, and available close to the time of the relevant decision. Feedback should be given on the beneficial consequences of previous energy decisions if subsequent efficiency measures are to be encouraged. Building on these ideas, it has also been suggested that information is not enough, and that a supportive environment is also important44. This means giving people opportunities to explore further at their own pace, such as signposting them to advice sources, and to take part in a dialogue about the best solution for their home. It also means providing procedural information about how to take the next steps. It could also mean using existing social networks as support structures, including semi-formal groups such as Eco-Teams45. 3 Similarly, it is important for vulnerable energy consumers to have access to a range of channels, including face-to-face advice46. The importance of charities and voluntary organisations has been outlined in a number of studies as sources of help and support for people with health problems or disabilities47. I po ta t fa to s i lude the hole pi tu e perspective they tend to offer, as a one-stop shop for information and advice about a range of benefits, services and service providers. More broadly, a study on the impact of debt advice on low income households48 showed the importance of having someone to talk to when accessing advice and providing continuity. NEF have called for a coordinated marketing approach and independent and consistent advice, while others have suggested developing a strategic advertising scheme specific to the needs of the area, using language that is relevant to potential clients42. A toolkit for local authorities by National Energy Action on dealing with fuel poverty43 highlights the need to integrate improvement packages with energy advice, education and training. It recommends that residents have access to informed individuals who can continue to give advice after installation, and that advice should be provided before installation, so that consumers understand the purpose and benefits of carrying out the works, the options and what will be involved; during installation, so that any problems or fears can be dealt with; and after installation, Avoiding stigmatisation A study on debt advice for low income households49 showed the importance of advisers being understanding, nonjudgemental and sympathetic and not overwhelming people with information. This is 3 An Eco-Team is a group of people who get together regularly, usually over a six month period, to follow a set process of ways to be more energy efficient. 8 further reinforced by other research50 which argues that: fuel poverty assistance to families is through referrals. The toolkit created for Brecon Beacons Council by National Energy Action highlights the importance of developing referral mechanisms, as one of the main strengths that many partner organisations can contribute is in assisting with the process of identification of vulnerable households. It outlines how it is important to consider how processes can be put in place to enable partner organisations to help their clients access the various benefits of affordable warmth solutions. Formalising these processes can establish effective referral mechanisms, and the evidence in the toolkit shows that participants in referral networks will vary according to local circumstances, but they are likely to be organisations that have daily contact with clients vulnerable to fuel poverty. These types of organisations may be in the health and social care sector, be local authorities or voluntary sector organisations. Future easures for ta kli g fuel po ert must be group-specific, and find ways of convincing families that are frustrated, angry and scared that they can save energy without sacrificing their social identity, pride or privacy. This is corroborated by evidence that has outlined how schemes should be aware that the assumptions of the frontline staff will impact on their effectiveness, and that it is important to assist staff in examining their assumptions and avoid narrow stereotyping of potential clients51. Using positive statements from the community during promotion could also increase the view that it is acceptable to use this sort of help. Trusted organisations and partnerships Evidence suggests that trusted intermediaries and community hubs could be valuable ways to engage customers, especially those at risk of fuel poverty52. Existing professional and social networks play a fundamental role in transmitting information and establishing trust. Minimising hassle and working with routines DECC conducted a trial scheme offering loft clearances in 2013 to e o e the hassle fa to , hi h te tati el suggested that this approach has potential to improve take-up54. NEF have also done research on the same issue, suggesting55 the following ideas to address the hassle barrier: Key recommendations from Dobbs and Do so s stud 53 for improving vulnerable o su e s a ess to ad i e a gued that schemes should build trust through working with agencies established in the community, making use of home visits, client champions, referrals from other agencies already trusted by the client, visits to clubs/organisations etc. that potential beneficiaries attend, recommendations from family members, and other local people who have had work done by the scheme.      Center Parcs deals for residents while work is carried out Holidays/retreats in exemplar homes Incentives to overcome disruption Identifying exemplar homes with eside ts sa i g es it as a hassle, but it as o th it Clear communication on the timescales and the level of disruption involved in the installation Referral mechanisms Another approach to minimising hassle is to use o e ts of ha ge i people s li es, One specific way in which partner organisations can be involved in promoting 9 can be key partners in promoting assistance to fuel poor households. This is because they can help with the effective provision of information and advice, and are trusted by potential clients. It is much more effective to use existing and established local organisations rather than try to create new ones, and a key hub for many families, especially those on low incomes, is their local Child e s Ce t e. This suggests that Child e s Ce t es could have a valuable role to play in ensuring that assistance reaches fuel poor families. including moving house, renovating a home, or the birth of children56. The NEF report found that, of all household types, families with dependent children are planning the most refurbishment projects, and that for families with young children, running out of space is a big trigger for refurbishment projects. Targeting vulnerable households Dodds and Dobson57 stress the need for communications that dispel any misconceptions about eligibility, with their research saying that schemes should publicise that many different properties can benefit, and simplify processes as much as possible, and that this may also be enhanced through partnership working. A project conducted by ACE Research for Global Action Plan in 201158 evaluated an energy efficiency scheme targeted at low income households in Hackney and made a number of recommendations for future interventions, including: The fuel poor are those i ost urge t eed of energy efficiency advice (according to our data on actions already being taken) and the group that makes the most of the advice and service provided. Identifying and engaging the fuel poor quickly is key, but our experience suggests a bespoke service is not required. They also note the importance of not overwhelming householders with detailed questions. This suggests that it may be appropriate to target groups that are likely to be vulnerable to fuel poverty, rather than to explicitly identify fuel poor families using their personal data. Key messages from the Literature Review Third sector organisations, charities, community groups and local service providers 10 Rija’s story Background to the project and who engaged Rija and her family became known to the centre in January because their benefits had been stopped which resulted in them having no money to top up their gas or electricity meters. This was having an impact on their health, especially their young daughter who had developed a cough, as they could not afford to hear the home and there was a significant amount of damp. This was further compounded by the fact that the family were struggling debt for their rent, council tax and utility bills. They had over £1200 worth of debt on their gas and electric meters; this meant that every time one of the parents topped up it was taken straight off for debt. The Warm and Informed project was based in two locations: Mortimer House and Gateway Child e s Ce t e. For Northern Gas Networks, the main goal was to learn about the best ways to engage with vulnerable customers, while also furthering their social responsibility work and contributing to their obligation to connect fuel poor customers to the gas grid. The other goals for the project were to lift families out of poverty, to help with debt problems and to raise awareness of carbon monoxide (CO) risks. The project ran until November 2015 and was intended as a pilot scheme to inform future work.     The project worker contacted Rija s utilit o pa to ask them to help the family as they currently had no money to put on their gas and electricity meters. The project worker also contacted the housing officer at Bradford Council to come out and inspect the damp in the home. Finally, the project worker helped them apply for some financial assistance through the British Gas Energy Trust in order to reduce the amount of debt owed by the family to British Gas. 18 Fuel Poverty Workshops held across both centres attended by 247 participants. This exceeded the target for the project by 54%. 600 appointments were booked with a debt advisor for families to seek help with managing their finances more broadly. Through outreach work over 1,500 households eligible for the scheme were identified for support. 152 home assessments appointments were booked throughout the project. Of these, 147 resulted in advice being given on fuel poverty. British Gas was willing to help as they were on a low income and they had a young child in the property who was suffering from ill health. The project worker arranged with British Gas that they would come out and put £10 worth of credit on to both of the fa il s gas and electric meters so they would be able to heat their home, cook hot food and have hot running water. Although the family would have to pay back the £10 at a later date this did ensure that the family was out of immediate crisis. You ould t k o to e tio our gas ill at the Childre s Ce tre – I ould t ha e known. So it needs a dedicated team, and to make sure people know. Referrals from the peer to peer project and Family Support Worker s help. We eed leaflets through letterboxes, door knocking, speaking to people. - Project participant The project worker successfully applied for a grant from the British Gas Energy Trust which meant that the £1200 debt that was on their energy meters was wiped off. The family were extremely pleased and because their debt was reduced and the fact that the family were making regular payments towards other debts it meant that they could also move properties. 11 Most participants that accessed the programme were active and frequent users of the centres – one described herself as part of the furniture . One client had been coming for around 14 years, even to the centre that existed on the site before Mortimer House, while others kept coming back after they had moved away from the area. One said, The centre is a useful service. Whate er s o here, I ll o e. Several participants volunteered (or worked) at the centres, or said that their family members did. Many said that their family members were also active users of the centres. It is important to note that these participants do not necessarily represent all centre users, or all participants in the Warm and Informed scheme. of new people at the various activities, for example fathers at the carbon monoxide (CO) workshop. One staff member noted that the most vulnerable people – such as refugees and immigrants without a regularised status, who often live in overcrowded rented accommodation – may not come to the centres, and as such outreach work was vital for this cohort. Some families interviewed that did not access the Warm and Informed programme said that they did not feel that energy debt or raising awareness about engaging with the energy market (e.g. switching suppliers to obtain a better tariff) was relevant to them. However, this same cohort suggested that the more specialist workshops (for example on CO and health and safety) may have been something they would have been interested in had they known about it. This suggests that awareness of the variety of events within the programme among centre users could have been higher. It also raises the issue of stigma around fuel poverty, as some families did not want to be seen as being fuel poor, and this is supported by evidence in the literature reviewed. Some centre users do not see themselves as needing help to manage their energy bills, and so do not engage with schemes such as the Warm and Informed project – even if there might be ways in which they could benefit from it. For participants, a common route to engagement was to hear about the scheme through an outreach visit, have a home assessment visit and apply for the WHD, then take up other activities and get further advice. For example, one client heard about the centre through outreach (a leaflet given by someone knocked on her door); she booked an appointment for a home visit; an outreach worker got her the WHD and referred her to the generalist advisor, who negotiated with her energy provider about her debt. One of the aims of the programme was to reach vulnerable people in specific geographical areas, especially those who might not normally access the centres, and staff reported that the different means of engagement they employed were effective in doing this. The project aimed to target not just families with 0-5 year olds (the target demographic for the Child e s Ce t es), and not only mothers, but a diverse audience including wider family members. Because there are clients who have long-term relationships with the centres, there were many existing clients at the workshops. However staff noted that there were also a lot When asked what topics they would be interested in for future workshops, several people mentioned CO or other health and safety issues. Other ideas included solar power, water saving, cost-efficient heating, keeping older people warm, and energy saving tips such as how to stop draughts. As well as tips and advice, free incentives such as lunch and crèche services were also mentioned as a good way to attract people to 12 the programme – and this may be particularly important for those clients who initially may not think the programme is targeted at them. courses over a longer period, such as six weeks. This has the social benefit of getting people out of the house regularly. Clients themselves often said that their participation varied a lot depending on the other demands on their time (such as children and work) – so holding events at a range of times, and over a long period, could be a good way to engage these busy people. Workshops and events Key findings:       Diverse workshops on issues families may not know much about (for example carbon monoxide) provided a key draw for parents – including fathers – that would not normally access the centre. Some participants interviewed that did not engage in the programme were unaware of the broad range of workshops available. Clie ts eeds ha ged th oughout the year to reflect the weather, and it is important that the programme of support reflects this. Clients preferred longer courses, as these enabled them to build relationships with the project workers and have flexibility around attending sessions depending on their schedule and childcare needs. Having access to a generalist advisor and other activities available at the centre to complement the fuel poverty work was seen as beneficial and a real draw for families to be involved. It was recognised that access to advice and support needed to be better resourced. Many participants emphasised how important, useful or enjoyable they had found the e t es a ti ities to e sa i g, This centre is so important. I do t k o hat e d do without it and the centre is absolutely fantastic . Advice from a generalist advisor was seen as especially valuable. One client said, The centre helps people who are lonely, isolated, goi g through diffi ult ti es. It s good that you can talk confidentially here, and it s eas to talk to the ad isors. Switching supplier workshop Groundwork staff delivered this workshop, with one staff member noting that the workshop worked at Mortimer House but had no participants at Gateway: People just do t fi d it i teresti g, the do t thi k the a do anything about their supplier . Another staff member said that only six people came (to Mortimer House), when the team were hoping for ten. She noted that this workshop was at the start of the project, so few clients knew about the project, and that it would have been good to do it later on, in March or April, after more outreach work and a stronger rapport between centre staff and local residents had been established. My health visitor first told me about the e tre he a as or , ut I ould t come. A family support worker (FSW) came round. Eventually I plucked up the courage, because I knew the F“W s fa e, the ere friendly. I was having an awful time and the centre helped me through it. There are constant activities here. Project participant One staff suggestion was that the same workshop could be repeated during a project. The team could invite people to another workshop, later on, if they had a few interested people, rather than doing home visits for them. Another suggestion was that the team could have delivered the workshop Staff said that feedback from clients also suggested that some sessions could be held as 13 It s lose k it. The gas engineers are often u relia le. themselves, as the content was relatively simple, and the team know their audience better than any external agency can. Clients found the workshop well organised a d the staff f ie dl , ith those ho did t know about it at the time expressing an interest in any future sessions, and some even saying they would attend the same session for a second time. Carbon monoxide workshop The CO workshop was seen as the best o kshop se e al staff e e s: people really liked it, we had good feedback . At Gateway, there were 15 participants. Key reasons for the success were the level of concern around CO health risks, including among fathers, many of whom attended. Another key attraction was the free CO monitor provided by Northern Gas Networks, with the team explaining how to use them and then visiting homes a week later to check. Staff said this workshop worked well as a oneoff event. Routes to Work workshop This was a drop in workshop which only had five participants across the two centres. Staff speculated as to the possibility for this being due to entrenched worklessness in the area, and inter-generational benefits claims. One staff member suggested that the event might have needed more outreach, of a different type, such as working with other centres, the job centre, and schools. Staff also noted that this was on a very different topic to the rest of the Warm and Informed project, alongside it being a more formal session that needed to look at barriers to work as well. Some staff felt that it might have been more appealing if it had been presented by a career-focused o ga isatio , athe tha The Child e s Society and Northern Gas Networks, although there are already job-focused activities at the centres. Many participants highlighted this session as especially useful, referring to a lack of previous knowledge about CO, needing a new monitor, and their obligations on properties that they rented out. One client said: The CO orkshop as fa tasti . There was a quiz at the end that threw me and made me think more. They gave a 10 minute presentation with new useful facts, like where to put the CO detector – low down. The freebie was popular; there were loads of people…. It as reall i for ati e. Food and Growing allotment event She noted that there was no crèche, so she brought her daughter, and the team provided toys for her and some other children. She also explained why this topic is important in this area: This was an interactive event held on an allotment with a play worker, aimed at families and children, which aimed to encourage people to grow their own food, and to learn about growing and healthy eating. This was seen as successful by staff, who said that people enjoyed it, with activities for children including a bug hunt, planting strawberries, and a seed give-away. Flueless heaters are popular ith the Asia community. They need servicing every six months. My sister had a CO leak for two days. They were all groggy, but she did t k o the signs. “he said I goi g to that orkshop! Those heaters, if one person gets it, then the next 30 people get it, in the Asian community. Participant views on this were also positive, ith o e pa ti ipa t sa i g, there were lots of people with kids, and the kids liked it. It 14 The e tre is ai l for toddlers ut e had teenagers, 18 year olds coming. Nor all it s mums with toddlers, but we had a new group – people moving into a new house, refugees, e fa es… O e easter Europea a e ith three to five friends, and wanted us to all drink the taste test juice together – the said it s their usto ! However, she felt that this course ended too soon as people wanted there to be more sessions, and a one-year project would be better. brings people together. I went to watch, and mingle in . Those who were unable to attend hoped that it would be run again in future so that they could go, and one client felt it important to run fun activities for children in order to reduce anti-social behaviour. Money Management events in partnership with a peer-topeer mentoring project There were five workshops on money and debt held at Mortimer House. These were coorganised with the peer-to-peer (P2P) debt mentoring scheme. There were tables people could wander round and talk to the Warm and Informed staff, with tasks around understanding energy bills. Staff felt these were successful due to the soft approach with people chatting informally, before being able to have a one-to-one session with an advisor later. One staff member felt that this was good for people who were deep in debt and struggling to face it and talk about it, and represented a good example of the link between the project and other centre activities. One (Asian) participant had been involved in running this project, as a volunteer, and really enjoyed this. She gave a detailed account of the events, noting that: Asia people do t like to talk a out o e ! “o it s easier for the to open up in a one-toone. But first we had an event with a taste test table, and herbs, and an expenses sheet, and freebies. This was to get people ready for the one-to-one, to prepare for a second meeting. HEatWell Bus cookery course This was seen as one of the most successful activities by staff. The course consisted of a small bus that had been converted into a kitchen, where local residents could go and learn cooking skills. One staff member noted that fast food is a problem in deprived communities, and cooking can address health as well as poverty issues. However, the cold She explained that the Warm and Informed team came to all 5 sessions, and the peer-topeer workers made referrals to them. She also described how this course had reached new people; 15 weather at the time of the session was an issue, and may be a reason why the feedback asked for another cooking session to be held inside the centre, as staff wanted to hold the event in summer, but the HEatWell organisers could not come then. Two clients said it would have been better to have more than four sessions, with one stating that the sessions would have had more people if there was a crèche, but understood it was a bit crowded with four people on the bus. Several clients said they enjoyed this activity. One said: Healthy cooking and eating workshop We did ooki g o a udget i o e pot, a d gave out the recipes. I used the recipes at home, that was good. I got new ideas for cooking for kids. I got my little child learning food groups usi g the ga e! … I reall e jo ed it, that s h I a e a k. I was gutted I had to miss one session, I really want to do that session in future! People were lovely and friendly and welcoming, and gave flexible options (halal and vegetarian). They cater to our needs. They look after you, you talk. If I was u o forta le I ould t go Staff stated that this was another of the successful activities, because it was interactive as well as informative. The workshop ran over two days, covering food, cooking and energy on the first day, and on the second day, the team gave participants ingredients and challenged them to cook a meal for £5. Seventeen people came, which was more than the 10 expected. The centre provided a free crèche for both days, because clients had previously said having no crèche was a barrier. Clients got freebies including a travel cup and an egg-timer, alongside practical energy devices such as CO monitors and some training in using them. She also said she took away energy and money advice: I got good e erg tips, like ot keepi g the heating on full all the time. And buying cheap produ e o its sell date. I doi g these tips at home. I wear extra clothes layers and use la kets. Feedback to staff was positive, but clients said there was too much information to take in on the first day, about different foods and nutritional values. The team did the presentation, but Shamim (Warm and Informed outreach project worker) felt it would have been better to have a presentation by an expert dietician. This had been tried, but was not possible because the event had not been planned far enough in advance – six weeks was not enough time to organise expert input. As with most of the sessions that were run at the centre, clients would have preferred the course to be run over a longer period and with more opportunities to get involved. Another client said: I defi itel e jo ed it. We made cheap pasta. Asians often make curry pasta in a very slow way – we got a better recipe. It takes less time. I tried it out. It was a good environment, I felt el o ed…. Older ladies know how to cook but younger ladies need it. We got a list of markets, an apron and pen. It changed how I shop a d ook; o it s heaper. A third client said, Ha i g it o a us is differe t, I thi k it s good. People brought their own ideas to the us too . Some participants said they enjoyed this activity. O e said I enjoyed the food game. That made a difference, I do quicker cooking o . 16 should . As a result, she paid extra attention to ensuring clients understood that they were being referred, and who Groundwork are, and what they would do, which helped address the problem. One (white British) participant said, Me and my daughter came to see the Asian cooking. It was all Asian food. We got a timer and a mug. It s i e to see people of differe t backgrounds. That was a one off. I did t take part e ause it s ot ki d of food. I d rather watch. Several staff members suggested that someone with the centre or the project team could fulfil the role of installing practical measures, because an in-house service would be more trusted and more efficient, comparing this to the current situation regarding advice (on non-energy issues) whereby the team refer clients to an advisor who is based at the centre and is known and trusted by the community. They also noted the importance of building any partnership into the scheme from the start, so clients can be informed early on. Energy Art activity There was an art event with Northern Gas Network s community artist around energy saving. O e staff e e said, It was an effective soft approach, and got people thinking, gradually – and children as well as adults . Another said it was educational and fun, and that it was good to have children drawing, colouring and talking about energy use, while the parents were also engaged in discussions and got something out of it. Gas grid connections Groundwork Green Doctors referrals Initially, the project aimed to help people get connected to the gas grid, and had a key performance indicator (KPI) regarding this. Vouchers would have been provided to eligible households to cover the cost of grid connection. However, the team were not able to find any eligible households, and so this KPI was dropped. Staff noted that the task was difficult because many of the clients are social housing tenants and already have gas, or they are in high-rise flats that are not able to have gas. The urban area of Bradford is already well served by the gas grid. A staff member also noted that with only three people working on the project, finding the right households was too hard. Data was also a problem: Northern Gas Networks knows where some off-gas households are, but they could not share this with the project staff due to data protection rules; therefore, proactively identifying these families was a challenge. Referring clients to Groundwork was not initially part of the scheme. It was hoped that there would be a partnership with Tadia to refer clients for insulation and other measures, but this did not go ahead. The outreach workers noticed during visits that people had problems such as draughts and needed practical assistance as well as advice; as a result, the partnership with Groundwork Green Doctors was set up. The Groundwork team installed measures such as draughtproofing, low energy lightbulbs and radiator heat-reflecting foil. However, one staff member noted that clients had a rapport with their team, not with Groundwork, and that sometimes, when they received a call from Groundwork after being referred, they would refuse their help. Others would request that the Warm and Informed worker attend their visit from Groundwork, because of a lack of trust. One staff member said, it as t % orki g the a it 17 Key reflections from the project English as their first language. This meant that these families were able to access support at a pace that was comfortable for them, and receive all the support that they needed. In both areas there are people renting for the first time who need help with various energy issues. Children’s Centres as a venue of service delivery Key findings:   Tailoring the type of activity to the clientele at different centres was needed to reflect different demographics, language capabilities and energy priorities in their homes. When commenting on the activities and type of support available, clients valued the range of approaches available – from one-to-one support and sessions, to workshops and ongoing classes. Having access to a crèche was seen as particularly important for enabling parents to properly engage with the programme. Having the service run from a Child e s Ce t e where these facilities were easily provided was important in this. Having access to a crèche and activities for children available at the centre was seen as vital for many parents in order to enable them to attend the sessions. Childre s Ce tres are a great venue because the are pillars of the o u it …e er person in the community comes here. – Project staff member The importance of trust and personal relationships Sustained engagement Staff noted that the clientele at the two centres is very different, and something that works at Mortimer House will not necessarily work at Gateway. Often they did a trial at Mortimer House and then repeated it at Gateway. One staff member suggested that hile people s eeds a e si ila i oth places, the culture and perceptions are different. The team conducted a wide range of sustained activities, making a number of repeat visits to homes in the local area when necessary. There was also more general community outreach work undertaken, including giving out leaflets outside the nursery when people were arriving or leaving. This approach was also mirrored at local schools and toddler groups, where the project workers had the opportunity to introduce themselves and give talks. These tactics were seen as an important means of encouraging engagement, rather than passively waiting for clients to come to the centre. The Gateway centre is focused on learning and courses and is sited in a majority white community with a high proportion of singleparent families and people on low incomes. Mo ti e House s lie t g oup is a ajo it BME (Asian) community with many large families, some pockets of wealth, and many people with limited English. One staff member suggested that this meant that at Gateway, group workshops work better, while at Mortimer House one-to-one sessions are more effective because people there may be new to the UK, or to the area, and not speak Referrals also came from other centre staff (family support workers (FSWs), and the crèche team) who might hear people talk about fuel bills. Information was included in centre newsletters and leaflets, and the Warm and Informed project workers sometimes accompanied centre outreach workers on their visits. 18 Some clients were told about Warm and Informed by the generalist advisor, and one met Shamim when she was dropping her child off at nursery (a eet and greet ) and asked to be told about any activities. Word of mouth was another important initial form of engagement, for example, one client heard about the scheme from her sister. Other clients said that they had passed details about the scheme (or energy issues) to their friends and family. were selling something, to which the project team responded by wearing The Child e s Society jackets to help with the problem. As well as explaining they are from the Child e s Ce t e, the best way to overcome this problem of trust was to explain the WHD and apply for it. If the client received this £140, staff noted that they would then be convinced that the project could help them. In o e ase, a lie t s eigh ou got the WHD through the project, and this persuaded the client to engage with the scheme, and ask advice on a range of issues, including WHD, changing tariff and getting new windows. One staff e e alled the WHD the iggest att a tio a d oted that fe people k e about it beforehand, so they could make a big difference. Once a client was in contact with the Warm and Informed project, a team member would tell them about upcoming activities they might be interested in, such as workshops, and this acted as a means of engaging them with other activities. For example, one client who had attended the allotment event and cooking workshop, and had visits from the project worker, said, The CO workshop was my first contact with the project, then it all spiralled from there . Once this level of trust was established, staff said that clients would often become very engaged with the scheme, making frequent phone calls and asking for advice on a wide range of energy issues, including switching supplier, changing from a pre-payment meter to a standard meter, or debt issues. Over the course of the project, this meant that over £75,000 of energy debt was written off for families in the area. Building trust and rapport This was a major theme raised by the staff, who noted that often, clients would not initially be interested in the help on offer, and might seem disengaged or distrustful – often thinking the staff were trying to sell something. The project worker noted that people in the Gateway area would often agree to a Home Assessment visit but then cancel it. In response to this, the team decided to change their approach by trying to come into the home straight away for a short chat with the client, taking an iPad so that they could apply for the WHD then and there, which proved to be a helpful strategy. The project worker said they found engagement especially challenging around the Gateway centre, because they were targeting an area far from the centre, where many people had t hea d of the e t e, o e e t able or prepared to travel to it. They felt it was very important for clients to be within walking distance of services, if they are going to attend, giving the example of one person who ould t e e gi e thei a e, e ause the had t hea d of the e t e a d so did t want to engage with what was on offer. Many people, especially in the Gateway area, saw the staff as old-calle s o thought they 19 Anthony’s story with her and invited her to events, and eventually her husband came to the CO workshop and she came to the Healthy Eating workshop and enjoyed it very much. Examples such as this are one reason why projects need to be long term in the view of the project team, with a year or two years being ideal. Anthony lives in a very cold house which means that he and his family have to wear thick clothing to keep warm. They used very limited heating, and even when the heating was on he left the doors and window open and as result the house was cold all the time. Anthony was not aware of his current supplier, but uses a prepayment meter for both of electricity and gas, spending £40 a month for both of the fuels. What were the outcomes? Staff views on effectiveness and impact The team initially held drop-in advice sessions at both centres, to which people could bring their energy bills. The drop-in sessions at Mo ti e House e e t e popula , hi h staff suggested could be because of the energy focus and the fact that the other dropin scheme was more established. This was aided by the fact it was tied in with the Family Support drop-in, which helps people with nursery places and school applications, and grant applications. However, it was decided to switch to one-to-one appointments only, as staff suggested that people are less likely to atte d if the ha e t got a fi ed appointment, as other priorities may emerge on the day. In future, it was suggested that the scheme could work together with the Eastern European drop-in session at Mortimer House. The project worker advised Anthony to have the heating on more often, as he has small children in the house. He was also given a thermometer to keep in his living room and advised to keep checking the temperature that is affordable and safe. The project worker also applied for the Warm Home Discount on behalf of Anthony. He was very happy to know that there was such help available for him. He is now on the Priority Register as well and understands the advantages of being on it. In addition, the family attended the course on Carbon Monoxide Awareness, and as a result was made aware of other centre activities for children, which he and his wife were encouraged to attend. Anthony was also advised about energy efficiency and he and his wife were invited to the workshop on Energy Efficiency and Changing Suppliers and Tariffs, where they benefitted from the availability of a translator at the session due to speaking very limited English. Advice was then provided at centre appointments and home visits, with families offered both in order to enable as many as possible to access advice. Home visits were especially important to those with young children or ill/disabled children and to elderly people. It was reported that many clients felt more comfortable in their own homes, espe iall if the had t ee to the e t e before. There was a high demand for home assessments; however these took a lot of time, with the advisors following a case through from start to end. Staff also noted the importance of repeat visits and repeat calls, especially for those clients who initially seemed uninterested. For example, one woman with two autistic children said she was struggling to look after the , a d did t want to engage with the scheme; however, the team stayed in touch 20 One challenge that staff faced was that many clients would set up appointments, but then rearrange or cancel them. This was especially the case when the appointment was to help with issues such as changing supplier, and also for appointments at the centre rather than at home. This made it hard for the staff to plan thei ti e, a d ea t that ti e as t al a s used as efficiently as possible. Advice Bureau you need an appointment and you have to call an answerphone and leave a message, then they never return your call! The Law Centre is closed all the time. This centre is so important. I do t k o hat e d do without it . A othe said, It s the est s ste to have people call and make an appointment. Clients were also very positive about the quality of advice and of the advisors. One said, Shamim gave me advice - it was very helpful and useful. Every problem I have, I call “ha i . Several said they valued the home visits, including one client with a long term health condition, while others said they liked to visit the centre for advice. Several clients did not speak English, and some stressed the importance of being able to talk to advisors in their own language. O e pa ti ipa t said, It s good that you can talk confidentially here, and it s eas to talk to the ad isors. Another challenge was that once a rapport was created, clients wanted advice on many different issues, not just those covered by the Warm and Informed project, on topics as varied as water bills and disabled parking issues. Staff said that they signposted clients to the e t e s ge e alist ad iso , a d ake an appointment with her, and that this was effective. However, they also sometimes provided small amounts of help outside the p oje t s scope. Warm and Informed made a lot of referrals to the generalist advisor, on issues such as debt, housing and benefits, but stressed that this person was already under a heavy workload. Many clients mentioned that they had applied for WHD grants through the scheme, which they would not otherwise have known about, and that these had a major impact on their finances. The peer-to-peer debt pilot, which worked alongside the Warm and Informed project was successful in empowering or upskilling clients, as several had become more independent and begun to volunteer for other projects, or found jobs. One project worker suggested that practical workshops, such as the cooking workshop, were valuable in providing life skills, and that these also helped by providing recipes to take away. Staff stressed that giving people information is not enough; they have to understand it, and that time needs to be invested in this due to the complexity of issues such as eligibility criteria. A large number of clients also received help with switching supplier, and found this was very helpful. O e said, I need help with phoning the energy company. My husband speaks English. But he s ot good at a agi g o e , so I eed help . Another client gave this account: I had a one-to-one session with Shamim for gas ad i e. “i e I e ee o a fi ed tariff. She said ring up and get off it! “o I did…. I d e er alled British Gas efore. Shamim told me a checklist of things to have, documents. She gave me information. I was more confident because of that. I do t like ringing up, but Shamim pushes you! She said, why pay more? Clients’ views on effectiveness and impact Clients valued the easy access to advice that Warm and Informed offered, including appointments. O e said, At the Citizens 21 difficult or intimidating. But one client said the scheme helped her develop the confidence to do this: As a result, the client phoned up and switched to a heape ta iff, ut oted, British Gas are t frie dl ! This is an example of someone being given the confidence and skills to deal directly with their energy company. However, another client said: I had never phoned my energy company before. It was too scary. But I would try myself next time. I phone the TV license people now. I feel happier now. I re e tl s it hed supplier ith “ha i a d I happ a out that…“he pho ed up for e. I do t u dersta d eters a d ills. “he explains it to me. I would do the same thing agai , I ould t do it self. Energy companies just pass you on from one person to another. Shamim knows what to do, she does it much quicker. It s diffi ult o o . The peer-to-pee o e e to i g workshops run at Mortimer House Child e s Centre were well attended and participants said they learnt a lot about managing their money and saving on key household bills. Of the 36 participants that responded to a specific question on the evaluation survey aski g has the o kshop helped ou thi k o e a out ho ou a age o e ?, (seven in 10 participants stated the st o gl ag eed . T e t -four participants stated that the workshop had helped them find new ways of budgeting day-to-day expenses, and 26 said that they felt more confident managing their finances as a result of the workshop. Several also began to volunteer for other projects or found jobs. The project worker supported a client to develop their confidence, having previously been in debt, and taught her how to read her meter and give online readings. She is now happy to submit online meter readings herself, but still calls Shamim often for help and advice. The support offered by the project worker also included help with switching to paperless billing, including home visits to make sure that clients felt well supported. Another example was of the project worker giving advice on electrical safety and managing money. One lie t said, Shamim gave me tips like using draught excluders, turning lights off, keeping curtains closed in the evening. That was helpful. Practical energy saving tips and safety I told Shamim I had draughts and she put my name down for Green Doctors. They gave me a CO alarm and draught proofing. We are all struggling with our bills at the moment, but now I have no draughts. Project participant Upskilling to deal with energy bills Shamim has made two or three visits to my home to give advice about electrical safety, and about money. It s reall useful…I er happ , I e lear ed a lot of e thi gs. Project participant Staff stressed that giving people information is not enough; they have to understand it, which is why they invested in a range of methods of engagement and support to ensure that this was achieved. However this can be difficult because, for example, eligibility criteria are often complex. Follo i g Gate a s CO o kshop, of the 11 participants stated their knowledge of carbon monoxide had in eased to a g eat deal , ith i e sa i g the e e o e likel to have their gas appliances checked by an engineer as a result of attending the Many clients struggled with contacting their energy company, saying they found this 22 workshop, and seven saying they were more likely to purchase a CO alarm. participants saying they were more likely to have their gas appliances checked by an engineer as a result of the workshop. For families in Mortimer House the outcomes were very similar, with 12 out of 15 (80%) Carbon Monoxide Workshops Mortimer House Gateway 15 13 11 11 11 9 Number of participants that Number ofparticipants that prior to the workshop would rate their following the workshop would rate knowledge about CO as 3 or less their knowledge about CO as 4 or 5 (a 'great deal' of knowledge) (on a scale of 1-5) Number of participants The focus groups held on pre-payment meters at the centres were seen as particularly informative by participants. Key performance indicator information is available for 26 participants (nine at Gateway and 17 at Mortimer House). Twenty-three of the participants rated the workshop as very good or excellent. Participants were asked to rate on a scale of one to five their knowledge of pre-payment meters before and after the workshop. The chart below shows how many participants increased their knowledge as a result of the workshop. Knowledge increase as a result of attending pre-payment meter workshop on a scale of 1-5 4% 15% Knowledge stayed the same Increased by 1 point 35% Increased by 2 points 46% Increased by 3 points 23 launch, the fact that Bradford City Council approached the team, and that Northern Gas Networks built links with InCommunities, a Registered Social Landlord (RSL) in the area. No the Gas Net o ks a d The Child e s Society s partnership was mentioned in DECC s fuel po e t st ateg , a d the former have had talks with Ofgem about the work. They also presented it to stakeholders interested in their impacts. Access to the Warm Home Discount (WHD)  Helping families access the WHD provided a e efi ial ui k- i to fa ilies, uilt trust and encouraged them to engage with other elements of the Warm and Informed project. Many clients also noted the huge difference that getting a £140 WHD through the scheme had made to their finances: We e had our i est e t a k t o or threefold. It s ee good alue for o e . It s helped with our presence, awareness and profile. – Northern Gas Network staff We applied for a WHD. My bills were very expensive before. I happ o . “e e al p og a e use s also said the did t know about the WHD beforehand: Issues arising from the project Key findings:  She (the advisor) told me about the WHD. I ould t ha e k o . It made a big difference. I told family and neighbours, passed it on! We do that a lot. So there are two or three families better off because of that bit of advice.  Staff stressed the value of the £140 WHD to many clients who would not otherwise have heard about it. One parent came to the Gateway centre looking for help in January 2015. She and her partner were recovering drug addicts and had a six year old girl. They were now clean, but their debts had been mounting up over some time. Now she had over £1,000 of energy debt, she had no money for the meter and was threatened with eviction. She saw an advisor, who worked with her over several weeks. As part of the engagement for accessing the WHD, the advisor also applied for a grant from the energy company, which resulted in all her debt being wiped out. As a pilot project, the work developed over time. In particular the quality of the workshops and advantages of peer-topeer mentoring developed throughout the course of the work. Concerns arose about risk and dependency, particularly when referring to generalist advice and support. “taff felt the p oje t s du atio had e a led successful delivery, but that it had taken a few months to get established, and that its effectiveness had continually improved as minor problems were ironed out. They noted that as a pilot project, with a new tracking system and new staff, there was a lot of learning to be done early on. One said, Our project has been best in its last few months. We have nailed the workshops now! A Northern Gas Networks representative noted that as a pilot project, it was expected that new ideas would emerge gradually, and that this led to some very successful parts of the project such as the peer-to-peer mentoring activity. Reaching fuel poor families Northern Gas Networks reported that they had seen a lot of direct and indirect benefits from the work, including TV coverage of the 24 A related challenge is the risk of dependency, which was mentioned by several staff members. They noted that some clients had received a lot of phone calls and visits (five home visits, in one case), and that some clients got into the habit of phoning the team whenever they had any minor problem or question. Sometimes this was because people did t u de stand their gas and electricity accounts, bills and payment methods, with online accounts seeming to be especially confusing for some clients. While staff stressed that many cases are complex, and do eed a ad iso s help, i a fe ases lie ts rang them for help because it was easier than dealing with a problem themselves, when perhaps they might have been able to handle it alone. alongside the KPIs. He also felt it would have been beneficial to have found a few case study families who could be given additional support, in order to explore the best ways to help people and the impacts of that support. He also suggested that having a Northern Gas Networks employee seconded to the project as a full-time outreach worker would have helped with communication between the funder and the project team. In an attempt to deal with this issue, the staff tried hard to ensure they provided clients with the necessary skills to manage their own energy. For example, one advisor mentioned ensuring people knew the log-in details for their online account, and showing them how to access it and give an online meter reading. A o o p o le as that people did t know how to read their meter, so she would show them the box, show them where to buy a key, and show them how to take a reading. Meter reading was also a skill taught at the money workshop with the Peer-to-Peer project, but one staff member stressed that home visits were the best way to do this, because it meant the advisor could see the meter. Future expansion of the scheme Staff felt that it would be beneficial to roll the scheme out more widely as there are widely applicable benefits, from information on tenants ights, a d a a e ess of e e g issues. Progress updates A Northern Gas Network representative suggested that it would have been good if the project team had been able to provide further subjective, anecdotal information about the success and issues arising from the scheme as it progressed, alongside quantitative data. This could have covered a wide range of social and well-being benefits of the project, Regarding the structure of a wider roll-out, several staff members suggested there should be a dedicated team in each centre, with a central headquarters or hub. One of these said each centre could have its own overseer and two people to do advice and outreach, 25 meaning a set of workshops could be held at each centre in turn, and there could be someone working on the project who installed efficiency measures, perhaps moving between centres. This model would enable the local teams to respond to the different needs of the different areas, while also using resources efficiently. Staff suggested that, in particular, the successful CO workshop from the Warm and Informed project could now be rolled out nationwide. Several staff members suggested that it would have been better to start at one centre and get the scheme established, before rolling out to another one, so the second could piggyback on the first scheme. A challenge for the Warm and Informed project was that it had to set up two schemes at two centres, from scratch, meaning that it took longer to get it properly established. Staff also noted that a multi-centre scheme would need a lot of staff, as the team was overstretched with only three people. Another staff member suggested that if many centres were involved, the team should not be based at one of them, but at another central office, because otherwise there is a sense that one centre is favoured, and pressure to split time equally. Other suggestions also included issues such as stressing the importance of working with local partners, training local volunteers, working more with schools, and working with landlords to raise awareness of CO laws. 26 Conclusion and recommendations There would appear to be an element of long term sustainability to the work as well. Those who attended the practical energy workshops reported an increase in their knowledge and understanding of carbon monoxide and prepayment meters. This is valuable learning, and gives an indication that a blend of practical energy saving tips, educational workshops, and broader wraparound services provide a way for sustained engagement and a more durable solution to low knowledge of energy related issues. The Warm Home Discount provided a valuable tool for the Child e s Ce t e staff to engage with families on energy-related work more broadly. This developed a relationship of trust with staff, and meant that the families were interested to learn about what more they can do to make sure that they are as energy efficient as possible. The centrality of this relationship of trust is one that is worth recognising formally. In a close-knit community such as those in the areas around the Child e s Ce t es in Bradford, word-ofmouth is an important tool in working with hard to reach residents. By demonstrating their value to a number of residents, they then informed friends and relatives which extended the number of people that the centre was able to constructively work with. One of the initial aims of the project was to connect customers to the gas grid, which was not achieved throughout the course of the work. This was in part due to the high number of customers that were already connected, and also restrictions due to data protection on Northern Gas Network. In future, were this work to be replicated elsewhere, it would be good to explore whether there was a way to get the consent of customers that are not connected to the gas grid to be put in touch with the project, and whether further liaising with the local authority could help to proactively identify those who would benefit from support. Child e s Centres also proved to be a useful location for building engagement with the community, as a number of low income and fuel poor families already access the services available there, meaning staff could build on the support already provided. However, such was the success of this project – and the wider wraparound services that were provided to sustain contact with families – that capacity became an issue for the advisors, and this would need to be addressed for any further expansion of the work. Finally, understanding the demographics of an area is of the utmost importance. The two centres have fundamentally different client backgrounds, and this meant that staff had to trial different approaches in each, sharing the lea i g, as a o e size fits all solutio as not appropriate. Having a broad range of activities to open up avenues of engagement with families proved to be of the utmost importance. By providing wider services that encompass broad family support and a means of alleviating the impact of poverty in the community, the centres built up effective relationships with members of the community that helped to lay the foundation for a sustainable and productive period of engagement around energy debt and fuel poverty. National Government  27 The project showed that helping families access the Warm Home Discount was instrumental in gaining their trust as there was a clear impact on their ability to adequately heat their home. We estimate that in the winter of 2013/14 that 1.9 million children were living in families that  missed out on the Warm Home Discount. The Government should ensure that the family of every child living in poverty receives a Warm Home Discount rebate on their energy bill. Knowledge of the Warm Home Discount in families local to the Child e s Ce t es was very low, and as such they were missing out on this vital support. As such, we recommend that families living in poverty are added into the core group eligibility criteria for the Warm Home Discount to ensure that they get help automatically, rather than having to apply for the scheme through broader group eligibility as it currently stands.   Local Government   Having a service that was located alongside other family support and advice meant that the benefit of the project extended beyond the initial goals of the project. Local authorities should use Child e s Ce t es as hubs to deliver outreach debt advice and fuel poverty work, to ensure hard to reach families are able to access this service and support. Sure Start Child e s Ce t es are located in the most deprived reach areas and provide essential forms of support to low income families. Local authorities involved in delivery of energy efficiency, fuel poverty and energy advice services should assess the (additional) potential for involving Child e s Ce t es in delivery partnerships – particularly with respect to reaching vulnerable and low income families.  Practice recommendations  What proved to be very effective was that a wider range of services were available as tools for engagement with families. Child e s Ce t es running fuel poverty services should build in capacity for 28 wraparound services and advice provision that will be generated as a knock-on effect from running an energy debt project. The two centres have very different demographics, and as such the way that the project developed over time had to take this into account, as different engagement techniques were necessary. Prior to commissioning services, a mapping of the demographic profile of e t es ea h a eas eeds to take pla e to inform what engagement methods will bring participants into the centre to access the scheme. Broadening the reach of the work of the centres by doing more community work, rather than relying on people to turn up at the Child e s Ce t e, was effective. As such, we would recommend that when implementing new fuel poverty projects, Child e s Ce t es should conduct outreach work to attract new parents to access the service, rather than restricting the reach to just those accessing the centre. As discussed previously, it was the wide range of events and activities that ensured there was a positive opinion of the centre, and allowed for better and more sustained engagement. We would recommend that, when communicating the programme, the wide variety of programme components, events and engagement methods are discussed in order to attract as broad a range of participants as possible. A out The Children’s So iety It is a painful fact that many children and young people in Britain today are still suffering extreme hardship, abuse and neglect. Too often their problems are ignored and their voices unheard. Now it is time to listen and to a t. The Child e s Society is a national charity that runs local projects, helping children and young people when they are at their most vulnerable, and have nowhere left to turn. consistent policy, legislation and targets; by raising a positive awareness of energy conservation and by encouraging increased investment in all appropriate e e g sa i g easu es. ACE s o k is funded by a combination of membership fees and project income. About Northern Gas Networks Northern Gas Networks own all the gas mains in the North East, most of Yorkshire and Northern Cumbria, transporting gas to 2.7 million homes and businesses. The network consists of 37,000km of gas mains, enough to stretch from Leeds to Sydney, Australia and back. We also campaign for changes to laws affecting children and young people, to stop the mistakes of the past being repeated in the future. Our supporters around the country fund our services and join our campaigns to show children and young people they are on their side. I Ja ua this ea , The Child e s “o iet launched the report Show Some Warmth, which exposed the impact of energy debt on children and families. We have since engaged directly with energy companies, the energy regulator Ofgem and the Government to ensure greater protections for those families on a low income and those in debt. But NGN are as much about people as they are about pipes. Whether helping to lift customers out of fuel poverty, educating households about the dangers of carbon monoxide, paving the way for new sustainable fuels such as biomethane, or providing training opportunities in deprived areas, NGN have a broad reach and an ambitious social agenda. A major regional employer, over the past 12 months NGN have continued to create new jobs in order to improve their service to the public. In 2014 they hired more than 300 new colleagues, and their contractor workforce – which includes more than 30 local engineering businesses – has also grown. In addition, we have delivered support th ough ou et o k of hild e s e t es and run a peer to peer debt pilot to ensure that the knowledge of, and take up, of available support such as the Warm Home Discount is as widespread as possible, and that families feel better equipped to manage their finances. NGN are currently working with the national not-for-profit Ahead Partnership to develop a programme of training and careers development for disadvantaged young people. They are also working losel ith The P i e s T ust to help hard to reach 16 to 24 year olds into employment. About ACE The Association for the Conservation of Energy works to reduce overall energy demand to ensure a secure and sustainable energy future. It does this by lobbying, campaigning and carrying out research to achieve sensible and 29 11 Williams, N., Royston, S., D Ayre, & Royston, S. (2015). Show Some Warmth: Exposing the damaging impact of energy debt on children. Lo do : The Child e s “o iet . 12 Marmot Review Team. (2011). The Health Impacts of Cold Homes and Fuel Poverty. London: Friends of the Earth. Retrieved from http://www.instituteofhealthequity.org/projects/t he-health-impacts-of-cold-homes-and-fuel-poverty 13 Guertler, P., & Royston, S. (2013). Factfile: Families in fuel poverty. Association for the Conservation of Energy. 14 Royston, S. (2014). Behind Cold Doors: The chilling reality for children in poverty. London: The Child e s “o iet 15 Marmot Review Team. (2011). The Health Impacts of Cold Homes and Fuel Poverty. London: Friends of the Earth. Retrieved from http://www.instituteofhealthequity.org/projects/t he-health-impacts-of-cold-homes-and-fuel-poverty 16 Barnes, M., Butt, S., & Tomaszewski, W. (2008). The Dynamics of Bad Housing: The impact of bad housing on the living standards of children. National Centre for Social Research. Retrieved from http://www.eagacharitabletrust.org/index.php/pr ojects/item/the-dynamics-of-bad-housing-on-theliving-standards-of-children-evidence-from-thefamilies-and-children-study-facs?category_id=22 17 Liddell, C. (2008). The Impact of Fuel Poverty on Children. Belfast: University of Ulster and Save the Children. Retrieved from http://www.savethechildren.org.uk/sites/default/f iles/docs/The_Impact_of_Fuel_Poverty_on_Childr en_Dec_08%281%29_1.pdf 18 Guertler, P., & Royston, S. (2013). Factfile: Families in fuel poverty. Association for the Conservation of Energy. 19 DECC. (2014). The Future of the Energy Company Obligation: Consultation Document. London: DECC. Retrieved from https://www.gov.uk/government/consultations/th e-future-of-the-energy-company-obligation 20 Dobbs, L., & Dobson, G. (2008). Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20takeup%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf 21 Lewis, J., & Smith, L. (2014). Breaking barriers. NEF; Energy Efficiency Partnership for Buildings. 22 George, M., Graham, C., & Lennard, L. (2011). 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Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20takeup%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf http://www.publications.parliament.uk/pa/cm201 415/cmselect/cmenergy/665/66505.htm 36 “o ell, “., “ hlei h, J., “ ott, “., O Malle , E., T a e, F., Boede, U., … ‘adge , P. . Barriers to Energy Efficiency in Public and Private Organisations. European Commission; SPRU 37 Lewis, J., & Smith, L. (2014). Breaking barriers. NEF; Energy Efficiency Partnership for Buildings. 38 Sovacool, B. (2013). Energy and Ethics: Justice and the Global Energy Challenge. New York: Palgrave Macmillan. 39 George, M., Graham, C., & Lennard, L. (2011). Too many hurdles: information and advice barriers in the energy market. Centre for Consumers and Essential Services. Retrieved from http://www.eagacharitabletrust.org/index.php/pr ojects/item/needs-of-vulnerable-consumers-whoface-multiple-barriers?category_id=16 40 “o ell, “., “ hlei h, J., “ ott, “., O Malle , E., T a e, F., Boede, U., … ‘adge , P. . Ba ie s to Energy Efficiency in Public and Private Organisations. European Commission; SPRU. 41 Winett, R. A., Hatcher, J. W., Fort, T. R., Leckliter, I. N., Love, S. Q., Riley, A. W., & Fishback, J. F. (1982). The effects of videotape modeling and daily feedback on residential electricity conservation, home temperature and humidity, perceived comfort, and clothing worn: Winter and summer. Journal of Applied Behavior Analysis, 15(3), 381–402. http://doi.org/10.1901/jaba.1982.15-381 42 Dobbs, L., & Dobson, G. (2008). Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20takeup%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf 43 Beacon councils, & NEA. (2003). Tackling Fuel Poverty - A Beacon Council Toolkit for Local Authorities. Retrieved from 28 http://www.publications.parliament.uk/pa/cm201 415/cmselect/cmenergy/665/66505.htm 29 Pelenur, M. J., & Cruickshank, H. J. (2012). Closing the Energy Efficiency Gap: A study linking demographics with barriers to adopting energy efficiency measures in the home. Energy, 47(doi:), 348–357. 30 Lewis, J., & Smith, L. (2014). Breaking barriers. NEF; Energy Efficiency Partnership for Buildings 31 DECC. (2013). Removing the hassle factor associated with loft insulation: Results of a behavioural trial. London: DECC. Retrieved from https://www.gov.uk/government/publications/loft -clearance-results-of-a-behavioural-trial 32 Lewis, J., & Smith, L. (2014). Breaking barriers. NEF; Energy Efficiency Partnership for Buildings 33 George, M., Graham, C., & Lennard, L. (2011). Too many hurdles: information and advice barriers in the energy market. Centre for Consumers and Essential Services. Retrieved from http://www.eagacharitabletrust.org/index.php/pr ojects/item/needs-of-vulnerable-consumers-whoface-multiple-barriers?category_id=16 31 http://www.carillionenergy.com/downloads/pdf/b eacon_toolkitFinal.pdf 44 Parnell, R., & Larsen, O. P. (2005). Informing the Development of Domestic Energy Efficiency Initiatives An Everyday Householder-Centered Framework. Environment and Behavior, 37(6), 787–807. http://doi.org/10.1177/0013916504274008 45 These are a scheme run by the charity Global Action Plan in which small groups of people attend a series of meetings to discuss and implement ways they can reduce their environmental impact. 46 George, M., Graham, C., & Lennard, L. (2011). Too many hurdles: information and advice barriers in the energy market. Centre for Consumers and Essential Services. Retrieved from http://www.eagacharitabletrust.org/index.php/pr ojects/item/needs-of-vulnerable-consumers-whoface-multiple-barriers?category_id=16 47 Sykes, W. (2005). Understanding the service needs of vulnerable pensioners: disability, illhealth a d a ess to the Pe sio “e i e : a epo t of qualitative research. Leeds: Department for Work and Pensions. 48 Orton, M. (2010). The Long-Term Impact of Debt Advice on Low Income Households: The Year 3 report. Warwick: University of Warwick 49 Orton, M. (2010). The Long-Term Impact of Debt Advice on Low Income Households: The Year 3 report. Warwick: University of Warwick 50 Sovacool, B. (2013). Energy and Ethics: Justice and the Global Energy Challenge. New York: Palgrave Macmillan. 51 Dobbs, L., & Dobson, G. (2008). Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20takeup%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf 52 Imrie, S. (2012). 1st Report, 2012 (Session 4): Fuel Poverty - summary of evidence taken and initial conclusions and recommendations (No. SP Paper 76 EET/S4/12/R1). Economy, Energy and Tourism Committee, The Scottish Parliament. Retrieved from http://www.scottish.parliament.uk/S4_EconomyE nergyandTourismCommittee/Reports/eeR-1201w.pdf 53 Dobbs, L., & Dobson, G. (2008). Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20take- up%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf 54 DECC. (2013). Removing the hassle factor associated with loft insulation: Results of a behavioural trial. London: DECC. Retrieved from https://www.gov.uk/government/publications/loft -clearance-results-of-a-behavioural-trial 55 Lewis, J., & Smith, L. (2014). Breaking barriers. NEF; Energy Efficiency Partnership for Buildings. 56 Venn, S., Burningham, K., Christie, I., Gatersleben, B., & Jackson, T. (2011). Moments of change: exploring the transition to first-time parenthood as a point at which to influence the adoption of sustainable lifestyle practices. Guildford: Centre for Environmental Strategy, University of Surrey. 57 Dobbs, L., & Dobson, G. (2008). Tackling Barriers to Take-up of Fuel Poverty Alleviation Measures. Eaga Partnership Charitable Trust. Retrieved from http://nrl.northumbria.ac.uk/730/1/Dodds%20L,% 20Dobson%20G%20%20Tackling%20barriers%20to%20takeup%20of%20fuel%20poverty%20alleviation%20me asures%20-%20Technical%20Report.pdf 58 ACE, Blooming Green, & Wade, J. (2011). Carbon Emissions Reduction Pilot Project: Final report. Global Action Plan. Retrieved from http://www.ukace.org/wpcontent/uploads/2011/07/Global_Action_Plan_CE RPP_Final-Report_June_2011.pdf 32 It is a painful fact that many children and young people in Britain today are still suffering extreme hardship, abuse and neglect. The Children’s Society is a national charity that runs crucial local services and campaigns to change the law to help this country’s most vulnerable children and young people. Our supporters around the country fund our services and join our campaigns to show children and young people they are on their side. For more information on this report, please contact: David Ayre Policy Oicer, The Children's Society e: david.ayre@childrenssociety.org.uk Charity Registration No. 221124 INS00032/0216