As a social business we have put in place a series of resources to support the enormous challenges facing customers this winter recognising that increasing living costs and reduced incomes are going to have a huge impact on customers’ ability to heat their homes and put food on the table.
With additional strains being put on households the new role will assist customers, particularly those in or at risk of falling into fuel poverty, working as part of the Tenancy Sustainment Team providing energy efficiency advice and support to help reduce utility bills and find solutions to their energy issues both face to face and virtually.
Central to our energy efficiency drive, LiveWest's target is for all of its existing homes to reach an Energy Performance Certificates (EPC) rating of band C and above by 2028 is two years ahead of the proposed government target of 2030.
This runs alongside our core ambition to provide homes, support its customers, and address fuel poverty.
We will be able to build on the work that LiveWest has already been doing to help customers to manage their money. Focusing on maximising income, energy awareness and education on grants and the schemes available to vulnerable households. We will be able to alleviate some of the financial pressure on fuel poor customers, assisting them to gain control of bills and keep their homes warm.
The main challenge is that the focus of energy advice is changing with the energy market crisis and resulting increase in the price cap and the 2021 Fuel Poverty Strategy (Sustainable Warmth). With challenges on household budgets, we will be prioritising practical solutions which can help to solve the fuel poverty issues of our customers and build resilience.
In addition to our own grant funding for customers, LiveWest has donated £5,000 to The Housing Associations Charitable Trust (HACT) Energy Hardship Fund which sets out to support those most in need.
Gia Hancock Tenancy Sustainment Manager at LiveWest said: “The addition of an energy advice colleague in our team is invaluable and a role which will be hugely challenging and busy. As a company we believe in a home for everyone and in addition to our own tenancy sustainment activities, are proud to support the Energy Hardship Fund which will help struggling families through the coming winter months and beyond.”
To continue to improve services, it is important LiveWest understand the challenges customers face day to day. During November and December 2020, LiveWest carried out their first LiveWest Slice of Life survey and 36% of our customers said they were worried about money issues. 13% of the customers spoken to had used a food bank at least once in the past 12 months.
The role of the energy advice officer will be to work collaboratively with internal and external services to deliver a support network for customers struggling with fuel poverty, whilst also supporting customers involved with LiveWest’s major environmental project to become C by 2028.
Gia added: “we will be able to offer additional support to customers who are struggling with any changes they may encounter through this project. Supporting them to understand and recognising the benefits and costs they will have.”
During the year LiveWest will launch a suite of energy advice toolkits and resource packs, hold webinars, podcasts and live practical sessions for customers on a wide range of topics including awareness of financial, and emotional support available.
Melvyn Garrett, Deputy Chief Executive of LiveWest, said: “We place sustainability at the heart of our organisation, and we are committed to reducing the environmental impact of our activities to create a clean and sustainable future for our customers, employees and our families. The appointment of an energy advisor will not only enable us to provide much needed support to customers around their energy costs but also offer advice and guidance to customers in relation to identifying simple improvements and effective ways of achieving a more energy efficient home.”
“With local councils declaring climate emergencies across the South West and, as the largest housing provider in this region, we wanted to renew our environmental commitments in order to embed sustainability across the organisation and to assist our local authority partners to achieve the goals outlined in their Climate Action Plans.
“For us, this is about improving the energy efficiency of our homes, either through building new sustainable properties or by refurbishing existing ones.
“We have set ourselves measurable targets, increasing the energy efficiency of our homes and promoting sustainable behaviour change for both customers and colleagues which all contribute to reducing carbon emissions.
“We aim to promote sustainable solutions working with our joint venture partners to help them to meet their needs but also to contribute to creating a low-carbon economy and support thriving, vibrant communities.
“These steps demonstrate our commitment to protecting the environment for today and the future“.
Energy Advice Hub
For information and resources to help you manage your energy bills, visit our Energy Advice Hub.