IncomeMax
Empowering older and disabled households to maintain a safe and warm home
Our project at a glance
- Strategic priority area: Targeting geographic communities most at risk of fuel poverty
- Support target: 3,000 households over 18 months
- Duration: October 2024 to March 2026
- Investment: £980,000 over 18 months
- Forecast SROI: £10.63
Why we’re working together
With the Winter Fuel Allowance now means-tested, millions of older people and disabled people are at risk of fuel poverty. It’s understood that lower-income households, particularly older people and disabled people, are more likely to cut energy usage below safe levels or face unmanageable energy debt and self-disconnection.
Despite government campaigns to raise awareness, many pensioners remain unaware of their entitlements to benefits such as Pension Credit, Attendance Allowance, and the underlying Carer’s Allowance. The complexity of the benefits system, coupled with the stigma of claiming, leads to billions of pounds in unclaimed support each year. This issue is compounded by the fact that Pension Credit and other qualifying benefits act as gateways to energy support measures such as the Warm Home Discount and Winter Fuel Payment.
Together with IncomeMax, we’re addressing fuel poverty in communities by offering households personalised income maximisation support alongside specialist energy advice. Initially, our programme will focus on older people and disabled people affected by the removal of the Winter Fuel Payment. This includes reviewing eligibility for benefits such as Pension Credit and Attendance Allowance, both of which can provide critical financial support. At the same time, we’ll support households facing energy-related challenges, helping them access tailored income maximisation and energy support services.
Through this partnership, we’re providing both immediate hands-on telephone support to vulnerable households as well as developing a scalable AI support solution. This combination of expert personalised advice and innovative AI technology will ensure that those most in need receive the help they deserve, while also laying the groundwork for a cost-effective, scalable service in the future.
Project objectives
- Maximising incomes for vulnerable households by checking for unclaimed benefits
- Developing an innovative AI tool to support with income maximisation checks
- Supporting eligible households to sign up for the Priority Services Register
How we’re working together
Dedicated expert advice team
The IncomeMax team of expert energy advisers provide personalised support with energy safeguarding, financial resilience and broader wellbeing and confidence.
By advising households on benefits entitlement, the team can check the household is claiming the correct benefits and support them through the claim process. We’re also offering practical guidance on energy efficiency measures, advice on smart meters, and supporting eligible households to join the Priority Services Register.
AI-powered benefits advice tool
As part of our programme, we’re developing an AI-powered benefits advice tool called MAX. Alongside the expert IncomeMax advisers, we’ll gradually introduce the new tool to provide quick, 24/7 assistance for simpler cases, such as basic benefit checks.
As we improve the tool’s capabilities, we’ll offer MAX to our Safe & Warm network partners to help them support households with the administration around claiming benefits. This service will be in addition to providing our partners with a dedicated referral route for households who need extra guidance from the IncomeMax expert advice team.
Community outreach and awareness
Through community outreach events and meetings, we’re ensuring vulnerable households are aware of the income maximisation opportunities and energy support services that our programme with IncomeMax provides. We’re delivering these sessions in collaboration with local community organisations, such as food banks and community groups, as well as our Safe & Warm partnership network.
How to get involved
Accessing support from IncomeMax
As one of our VCMA network partners, you can refer households to IncomeMax for support. We’re happy to discuss and agree on a referral route or channel that works best for you and your customers.
To set up a referral pathway, please email Leigh Thompson, IncomeMax Services Director. Our team will then work with you to create a process that ensures households receive the personalised income maximisation and energy advice they need.
At IncomeMax, we believe in the power of personalised support to transform lives. This partnership with SGN allows us to extend our reach, providing vulnerable households with the tailored income maximisation and energy advice they need to stay safe, warm, and financially resilient. By combining our expertise with SGN's commitment to tackling fuel poverty, we aim to deliver meaningful, lasting impact for communities most in need.