Energy Projects Plus: Resident’s Experiences of Using the Fuel Poverty Service and Its Impact on Health, Housing and Financial Stability.
In 2024, Energy Projects Plus (EPP) was commissioned to deliver Wirral’s Fuel Poverty Service. This research explores the service’s impact during its first delivery period. The Qualitative Insight Team conducted in‑depth interviews with residents who had accessed the service at least twice and were experiencing multiple vulnerabilities. The study examined their journeys and the effects of the support received. Findings showed improved financial stability, warmer homes, reduced stress and increased confidence for many residents. The research also highlighted opportunities for earlier intervention, greater service visibility, clearer referral pathways, structured follow‑up, and more holistic, long‑term support planning.
Insights gathered: November 2024 - March 2025
- Health and housing
- Mental health and wellbeing
- Physical health and wellbeing
- Cost of living
- Fuel poverty
- Experience of service provision
Insights gathered by
Qualitative Insight Team, Public Health, Wirral Council
Aim
The aim was to understand residents’ experiences of accessing Energy Projects Plus's Fuel Poverty Service and how the support affected their lives. The research sought to identify opportunities to improve the customer journey, explore the varied lived experiences of fuel poverty, and inform future service development. This approach enabled a detailed understanding of barriers residents faced and the effectiveness of the support provided.
People engaged with
Eight residents participated who had accessed the Fuel Poverty Service at least twice between November 2024 and March 2025. Participants were aged 25–64, with an equal split of four females and four males. Ethnicities included White British, Chinese (other) and White (other). Participants had household incomes ranging between £0 and £25,000 and had varied employment statuses.
Methods
Qualitative researchers conducted 45–60‑minute in‑depth interviews with residents who had accessed the service at least twice between November 2024 and March 2025 and who self‑identified with multiple vulnerabilities. Participants were identified through EPP service user data, ensuring the sample included residents with varied needs and experiences. Most interviews took place face‑to‑face in participants’ homes, by invitation. Residents were asked about their living conditions, lifestyles, experiences accessing support, and the impacts of receiving help. Interviews explored what triggered engagement with the service, how residents navigated support, and how the intervention influenced their financial, housing and wellbeing outcomes. Audio recordings were transcribed, and key themes were identified and compared across the sample to draw out shared experiences and develop recommendations.
Key insights
The research highlighted a range of resident experiences that demonstrate both the value of the Fuel Poverty Service and opportunities for strengthening support. A key theme was awareness and visibility. Many residents reported they had never heard of Energy Projects Plus (EPP) until referred by another organisation, often at crisis point. This meant support sometimes came too late to prevent financial or wellbeing deterioration. Residents wanted the service to be more visible in everyday community settings such as Council drop‑ins, resettlement services and housing support offices. Some also felt multilingual or culturally tailored information would improve understanding and access.
Residents described challenges with referral pathways. Many had experienced informal, inconsistent or fragmented routes into support, meaning they had to repeatedly retell their circumstances to multiple services. This repetition added emotional strain and delayed help. Participants felt that—with their consent—more effective information sharing between organisations could reduce this burden. They also wanted clearer, more structured referral pathways between EPP and services including housing, benefits, health and community provision. Frontline staff should be better equipped to recognise energy vulnerability earlier, enabling proactive referrals and preventing worsening situations.
Stigma and trust were also important themes. Some residents felt embarrassed or hesitant about seeking help, delaying engagement with the service. Fuel poverty support was sometimes associated with stigma, and residents felt it should be normalised as a positive, routine form of assistance rather than something only accessed in crisis. Earlier, preventative outreach was seen as less intimidating and more likely to reduce feelings of shame associated with asking for help.
Residents managing mental health challenges described difficulties navigating administrative tasks related to energy bills, debt and home conditions. Anxiety, cognitive overload and low confidence made paperwork and contact with suppliers overwhelming. Participants highlighted the need for more holistic support, including stronger links between EPP and organisations such as GPs, Samaritans, community mental health teams and voluntary groups. Some also required help with form filling, benefits applications and advocacy where mental health issues or learning difficulties limited their ability to engage.
Housing and landlord issues were another prominent theme. Residents living in cold, damp or poorly insulated homes reported frustration with landlords who were unresponsive or slow to address safety and energy efficiency concerns. They felt stronger advocacy from EPP would help when communicating with landlords—particularly in the private sector—about repairs and improvements. Residents also wanted clearer information on housing rights, Energy Performance Certificate (EPC) ratings and minimum safety standards so they could challenge poor conditions more confidently.
The service played a vital role in improving financial stability for residents facing fuel debt or hardship. Participants described debt relief, vouchers and energy‑saving equipment as essential support that alleviated pressure and stabilised finances. While many felt less stressed after receiving help, some remained anxious about future debt and wanted continued guidance to prevent recurrence.
Residents also spoke about personal empowerment and advocacy, valuing the practical advice, knowledge and confidence gained through EPP. Some reported adopting energy‑saving behaviours, understanding their rights better and feeling more capable when dealing with landlords or energy providers. Many wanted continued opportunities to build these skills.
Finally, residents highlighted the need for long‑term support and structured follow‑up. While initial interventions were helpful, periodic check‑ins could identify emerging issues early. Those with complex needs wanted longer‑term pathways to maintain stability and avoid relapse. Residents also valued when EPP recognised wider health and wellbeing issues, such as caring responsibilities, safety concerns or poor health, and linked them to other services. This holistic approach improved daily living, reduced stress and supported overall wellbeing
Quotes
“It's [debt support] been massive taking that stress away… I’ve seen impact on my seizures because I haven’t had quite as many in the past couple of months”.
“I felt naïve about energy standards and what I was entitled to, mostly due to my age (21-25) and inexperience renting straight out of foster care… but thanks to them [the Fuel Poverty Service] I now know what I can expect from my landlord."
How have the insights been used/shared?
The findings have been used to commission a three-year fuel poverty service awarded to Energy Projects Plus in 2025. The service will support residents experiencing fuel poverty and improve the health and wellbeing of Wirral residents. It is projected that the programme will achieve over £200,000 per annum in fuel bill savings for residents. The insights gathered have also helped EPP make service improvements based on what residents shared, including strengthening referral pathways, increasing awareness of the support available, and developing more holistic, resident-centred approaches. The insights also continue to support Public Health and partner organisations in shaping future fuel poverty work, including planning, prevention and decisions about future services.