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Addressing fuel poverty

We believe everyone should enjoy a warm and happy home, so we’re doing more to support our customers and fight fuel poverty.

We know that some customers can struggle to pay for the power needed to heat their homes, so we’re doing what we can to help.

We’re a network provider, not a utility, so we don’t deal directly with customers. However, we work with a wide range of expert partners to provide information, advice, guidance and support to help those who need it.

We’ve developed two schemes to support those experiencing fuel poverty:

  1. Our ‘Power Up’ fuel scheme connects vulnerable customers with independent organisations who can support them to save money and keep warm. Since 2013, we’ve helped thousands of customers to save millions on their bills. Learn more about the Power Up scheme here.

  2. Our ‘Affordable Warmth’ project connects customers with a range of regional partners with fuel poverty projects. These local initiatives can help customers cut energy costs.

There are many reasons why someone may experience fuel poverty, so we try to address them all. 

Customers can get support with:

  • Managing debts and making repayments

  • Moving to a more suitable tariff 

  • Making home improvements and upgrades that improve energy efficiency

  • Upgrading heating systems, including installing a new boiler

  • Access to additional safety support, including mobility aids and fire safety checks

As well as information, our partners provide information on any funding, such as grants available to lower the costs of energy improvements. 

We can also provide information on how homeowners can use energy most effectively. Even small changes can have a significant impact on energy bills, so the savings can soon add up.

If you’d like any more information on any of our fuel-poverty projects, contact Tracey Cullen, our Social Obligations Officer, on 01332 827644 or at 

You can also access information on fuel poverty, including what support is available, from our partners:

Do you live in Wales? Is your home hard to heat? Then call Nest. 

The Welsh Government’s Warm Homes Nest scheme is here to help you keep warm and save money on your energy bills.

Nest is open to all householders in Wales and provides advice on saving energy, energy tariffs, and benefit entitlement.   

As well as energy-saving advice, Nest may be able to help you save money on home improvements, including a new central heating boiler or insulation.  

If your home is hard to heat, please get in touch with Nest on Freephone 0808 808 2244 for free advice and see if you are eligible for energy-saving home improvements or visit for more information.