Surrey County Council
Supporting 108,000 vulnerable Surrey residents to stay safe and warm at home over winter
Our project at a glance
- Strategic priority area: Targeting geographic communities most at risk of fuel poverty
- Support target: 108,000 residents over four years
- Duration: November 2023 to March 2025
- Investment: £2,024,494 over four years
- Forecast SROI: £4.57
It overwhelmed me, I wasn't expecting so much support. The information I received was really helpful, I didn't realise this help was out there.
Warm Welcome attendee
Guildford Learning Community Centre
Why we’re working together
Tens of thousands of Surrey residents face fuel poverty. Broader affluence masks areas of extreme deprivation with 21 areas of high need identified across the county in the English deprivation indices 2019.
Many Surrey residents facing fuel poverty will already be vulnerable households, who are at risk of exacerbated ill health from being unable to properly heat their homes because of high energy costs.
We co-founded the Warm Welcome partnership with Surrey County Council in 2022 to reach hyper-local communities within Surrey in need of support. We created a network of more than 80 warm hubs in locations across the county, with each venue offering residents a place to go for a hot drink, social interaction and wellbeing activities.
In the first year of our partnership, we anticipated receiving 4,000 visitors. However, 21,921 vulnerable residents visited our venues by the end of March 2023.
The sheer volume of visits demonstrated both the need for our service and the value residents receive from it. In response, we’ve extended this service for winter 2023/24.
The sheer volume of visits demonstrated both the need for our service and the value residents receive from it. In response, we’ve extended this service for three more winters.
Through our extended programme, we aim to help 108,000 vulnerable Surrey residents who will find it difficult to stay warm at home over winter. We’ve also expanded our support to residents and are working in partnership with charities and community organisations across the county to support residents who cannot travel to a warm hub by supporting them in their homes and providing energy surveys to improve the energy efficiency of their homes.
Project objectives
- Supporting 108,000 vulnerable Surrey households to keep warm over winter
- Extending our support to reach vulnerable households in their homes, as well as at our Warm Welcome venues
- Providing tailored advice and support to improve residents’ health, wellbeing and finances
- Providing free boiler servicing and gas safety checks for eligible households
- Providing an electric blanket testing and replacement service
How we’re working together
Creating safe and warm community spaces for winter
Around 80 Warm Welcome venues will be set up across the county each winter to provide a welcoming location for vulnerable residents to warm up and have a free hot drink or meal, while accessing much-needed energy advice and financial support.
We’ve carefully co-designed the programme to ensure all venues are activity-based, with a free hot drink and food (where facilities allow) and as part of the offering. The majority of venues are led by communities and volunteers, embedded in libraries, community centres and faith centres. It’s extremely important to us that we create a positive experience for those using the service, a place to connect with the local community and encourage residents to support each other.
Energy advice and financial support
While at the Warm Welcome venue, residents will be able to get free, personalised energy and debt advice. We’re also able to help households join the Priority Services Register and we’re raising awareness of carbon monoxide safety at home. Through our smart meter promotion initiative, we aim to increase awareness and adoption of smart meters and share the benefits they can provide with residents.
Households in energy crisis are also provided with emergency fuel and food vouchers to tackle their immediate need. Where someone needs additional support, they are referred to one of our partner organisations for income maximisation support, crisis assistance, debt advice and more.
At-home support
To help support residents after leaving the Warm Welcome venue, we’re providing packs of winter essential items including thermal socks, gloves, hats, scarves, flasks, and heated electric blankets. From 2025 onwards, we’re introducing additional winter packs for children including warm clothing and blankets. These packs are being distributed through schools and community groups.
The Surrey Coalition of Disabled People also provide support to residents who are unable to attend our venues, and can distribute fuel vouchers, warm packs, and energy efficient appliances direct to residents’ homes. They also provide in depth energy advice and support with applying to energy efficiency grants.
Our partners HEAT and HEAT Plus offer in home energy efficiency surveys with thermal imaging cameras to identify what areas of the home need improvement and a full list of all eligible improvement schemes to apply to. With the HEAT Plus service, they also provide up to five hours of dedicated support in applying for grants and getting additional financial support.
In partnership with Surrey Fire and Rescue Service, we’re offering free Safe and Well home visits for residents to receive personalised fire and gas safety information at home and have smoke and carbon monoxide alarms fitted if needed.
Winter resilience advice
Our partnership stretches beyond supporting the vulnerable households that visit Warm Welcome venues in person. We’re also providing winter resilience, PSR, CO safety and energy advice to 483,854 Surrey residents through printed marketing avenues and ongoing social media campaigns.
From 2025, we will be sending direct letters to all residents eligible for pension credit but not receiving it to ensure that they apply and receive the winter fuel allowance, along with the other benefits this provides.
How to get involved
Visiting a Warm Welcome venue in Surrey
The Warm Welcome venues are open to all Surrey residents. You don’t need a referral or a library card to attend a Warm Welcome venue, just pop along to your nearest hub to get warm, meet others and access free energy advice.
You can find details of all the Warm Welcome venues on the Surrey County Council website.
Requesting a Safe and Well home visit
Surrey Fire and Rescue Service offers free Safe and Well visits to provide personalised fire safety advice at home. You can request a visit for yourself, or someone you care for, through the Surrey Fire and Rescue Service website.
Collaborating closely with SGN has been pivotal in developing the framework of our fuel poverty programme and expanding our support to more residents each year. Their dedication to co-designing projects with us has been essential in delivering clear, impactful benefits throughout the county and challenging us to be ambitious in our vision for residents.