Our Affordable Warmth Services team helps people who are in (or at risk of) fuel poverty. Through home visits, events, and telephone advice, our advisors support clients with billing advocacy, energy saving, and applications for financial support.
Year on year, this service is becoming increasingly essential, as people across Scotland continue to struggle with high energy costs and the least energy efficient housing in Europe.
Between 2020 and 2021, at the height of the COVID-19 pandemic and cost of living crisis, the team were supporting 2,270 people. For this financial year (2025-26), the number has skyrocketed to 6,000 households.
Over £1 million saved for clients
Through billing advocacy, energy efficiency advice, and applications to grants for energy saving measures and financial support, advisors have saved clients over £1 million for the 2025/26 financial year.
This included fuel debt support for 1,200 households, saving them over £82,000.
Before and after stats
The before and after stats show the difference our advice team made:
- 73% of householders felt warm in their home compared to just 28% before support
- Before support 85% reported that worries about energy costs were affecting their health / happiness. This reduced to 39% after.
- Before support 78% said being cold in their home negatively impacted their health – this reduced to 35% after.
Feedback from clients brings home the personal stories behind the figures:
“I can’t thank you enough for your kind support and understanding. Already a huge weight has been lifted from me… I feel like I have hope now that will help me move forward.”
“I had been stressed but the advisor made it less stressful. It’s the most amount of help I’ve had in the last two years. He brought my stress levels down.”
“When the fuel company went through my options it was too confusing. I liked your plan because I understood it and could afford it. Your advice was great.”
Quality support
Whilst the savings and outcome figures are impressive, stats relating to the quality of the service are outstanding:
- 99% of clients said the Affordable Warmth Services team was approachable and friendly
- 98% said the advisor explained things in a way that was clear and easy to understand
- 98% said their advisor was knowledgeable about how best to help them
- 95% were satisfied or very satisfied with the support they received
These statistics reflect the fact that our advisors put the client at the heart of everything they do. The support – and the care and understanding with which it’s provided – can be a lifeline to people in fuel poverty. As one client, Treasure, said of her experience:
“Trying to navigate complicated tariffs and changes to my meter was stressful and overwhelming. The support helped me understand my options and made me feel more in control. It wasn’t just about reducing costs – it helped reduce the stress that comes with not knowing where to turn.”
Reflecting on the team’s achievements, Principal Advisor Kat Custard said:
“Listening back to some of the calls from this year really brings home just how committed our advisors are when it comes to helping clients. Time after time, my colleagues go above and beyond, and I’m delighted to see this reflected in the feedback from clients.”
Get support from the Affordable Warmth Services team
Whether you’re an individual or organisation, you can refer yourself or a client to our Affordable Warmth Services team.