This winter, we introduced a new way of supporting customers who were finding it hard to stay warm. Instead of running in‑person events, our teams carried Winter Warmth packs with them during their day‑to‑day visits. This meant we could offer help directly on the doorstep, making support quicker, easier, and more discreet for the people who needed it most. 

From October to February, this new approach helped make sure no one missed out on support simply because they couldn’t get to an event or didn’t know how to ask for help. By taking help out into our communities, we were able to reach people earlier and spot needs as soon as they appeared. 

During the scheme, we were able to support 26 customers through Winter Warmth referrals. Four customers received fuel or energy vouchers, and 14 received extra support, including nine Energy Project Plus referrals and three appointments with our Welfare Benefits Officer.

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We also spoke with four households with capped gas supplies, who felt confident managing this and didn’t need further help. In some cases, these doorstep conversations led to wider support, such as budgeting advice, help with repairs, or tips on reducing energy use. Many customers told us they appreciated the simplicity and privacy of receiving help in their own home. Being able to speak with someone face‑to‑face, during the course of an ordinary visit, made the experience feel more relaxed and less daunting. This also allowed us to spot issues like wellbeing concerns or heating problems early, and make sure people were connected to the right support straight away. 

Reflecting on the scheme, Claire, our Welfare Benefits Money Advice Manager, said: “This year’s Winter Warmth Scheme shows how powerful early, doorstep‑level support can be. By reaching customers where they are, we’ve been able to make a real difference during the coldest months. I’m very proud of how we’ve supported households who might otherwise have struggled in silence.” 

We’re grateful to every customer who spoke with us or accepted support over the winter months. Your openness helped us understand what you needed and ensured we could offer the right help at the right time.

Our commitment to supporting customers through cold weather continues, and we’ll keep building on what worked well this year to make future schemes even stronger. If you ever need advice or support with staying warm, your wellbeing, or managing your home, we’re here to help.