Our Home Visit Advanced project is proving that in-depth, face-to-face energy advice can create lasting change for more people in vulnerable circumstances across the South West.

What’s more, our CSE advisors are experiencing more professional growth and job satisfaction through this project.

As Ed, our advice centre manager, notes “Being able to walk around a client’s property allows our energy advisor to spot issues that they wouldn’t have been able to identify over the phone. Despite our best efforts, clients don’t always tell us about things like poor quality windows that could do with draught proofing, or condensation and mould issues, and when we spot these on a visit we can offer practical solutions there and then. Advisors are also finding that their home visits are improving the quality of their telephone advice, as they are better able to visualise the property, and have a greater depth of experience to draw upon.”

This hands-on experience is not only improving our service quality but also boosting team morale and skills.

Why in-person advice matters

While phone-based support is still an important part of the energy advice puzzle, nothing compares to the impact of meeting people in their own homes. Our CSE advisors can assess living conditions, observe energy usage habits, and provide tailored solutions that truly make a lasting difference in people’s lives.

As Lena, one of our advisors, explains: “Being face-to-face helps overcome barriers to implementing advice. It feels more satisfying than speaking over the phone because we know it’s more likely that the person will take action. There’s often a physical outcome when we’re installing energy saving measures like draughtproofing or secondary glazing, this is something you miss out on over the phone as you’re never 100% sure if a client will actually take any action.”

Breaking down barriers

For many people in more vulnerable circumstances, accessing energy advice can be challenging. Language barriers, complex energy information, or not being able to use some technologies can all stand in the way. Our in-person approach breaks down these obstacles.

Katherine, another CSE advisor, shares a recent success story: “On a visit recently I taught someone how to read their in-home display for their smart prepayment meter. This cleared up some confusion about debt. English wasn’t their first language, and they had no idea that they could see their usage by the hour. Being in person meant I could demonstrate rather than just trying to describe which button was which over the phone. I think it was really reassuring and empowering for the client to be able to read the in-home display herself, and it was great to see that progress as an advisor. We could immediately see the spike in her usage when she turned the electric fire on!”

A holistic approach to energy efficiency

Our Home Visit Advanced project goes beyond just giving advice. We’re creating personalised Energy Management Plans based on thorough assessments of each household we visit. This includes:

1. Home assessment: Evaluating living conditions and identifying energy-saving opportunities

2. Behavioural assessment: Understanding unique energy consumption patterns

3. Home modifications: Installing small measures and guiding people towards funding for larger energy efficiency improvements

4. Tailored advice: Addressing specific household needs and vulnerabilities

Building trust and empowering households

The personal touch of a home visit can make all the difference. As Adam, energy advisor, notes: “When we visit in person, people are more likely to follow through with our advice and interventions.”

This approach isn’t just about immediate savings. We’re empowering people with the knowledge and tools to manage their energy use effectively for years to come. We’re creating warmer, healthier homes and long-term behavioural changes that can break the cycle of fuel poverty.

Enhancing our overall service

Interestingly, the benefits of in-person visits extend beyond the households we directly support. It’s contributing to a continuous improvement in our service quality. Daisy, who coordinates the project, has noticed. “Our team members are gaining invaluable hands-on experience through these home visits. This practical knowledge is enhancing their ability to provide more detailed and effective advice across all our services, including phone consultations. It’s a win-win situation – our clients receive better support, and our advisors continue to grow professionally.”

Reaching those most in need

Our Home Visit Advanced project is specifically designed to support those most vulnerable to fuel poverty. We’re aiming to support 1,000 people over two years and we’re reaching people across various housing types, family sizes, and backgrounds. Ed, our advice centre manager highlights the importance of this approach: “The project is also helping us to reach people in rural areas that might struggle a lot more to access support, especially if they aren’t tech-savvy.”

A worthwhile investment

We understand that in-depth, in-person advice requires more time and resources than phone consultations. However, the impact speaks for itself. Andrew, one of our advisors, sums it up well: “It is great to give advice face-to-face, and really look in detail at people’s energy bills, which we can’t always do in-depth over the phone. The homeowners are very grateful for the measures we fit, and I am getting a lot out of seeing a variety of houses in-person and working out how to make them more energy efficient.”

Looking to the future

The success of Home Visit Advanced has already led to expanded opportunities. We’ve secured a second project that will allow four advisors to deliver in-person advice for a greater portion of their time. We’re also exploring other place-based energy advice solutions to enhance our services further.

This project is more than just advice – it’s about ensuring no one gets left behind in the energy transition. By investing in comprehensive, in-person support, we’re not only addressing immediate needs but building resilience and creating lasting change in communities across the South West.

The impact is clear. The need is urgent. And with continued support, we can continue to transform lives, one warm home at a time.

Our Home Visit Advanced project is funded by the Energy Industry Voluntary Redress Scheme– www.energyredress.org.uk