Following the release of our Vulnerability and Carbon Monoxide Allowance (VCMA) Annual Report, we're shining a light on the people and partners who have helped support over 1.3m vulnerable households in the last five years.
In Scotland, 1 in 3 households are living in fuel poverty, much higher than the 1 in 10 households in our southern England network. A Scottish household is in fuel poverty if they need to spend 10% or more of their income on heating their home to a satisfactory level. 508,439 of these households are on the Priority Services Register (PSR), around half the number of those in the south.
Our approach has always been to support our vulnerable customers at home and in the places where they’re already going for help. We’re reaching those most in need through both our frontline teams and trusted community organisations where they feel safe and supported.
We’re proud to invest in organisations that are helping households when, where and how they need it – from national charities to grassroots community groups. By bringing these expert partners together through our Safe & Warm partnership network, we’re enabling them to draw on each other’s strengths, share insight and connect households with a wider range of services.
Helping Alfie go home for Christmas
Three-year-old Alfie (name changed for privacy) had been in hospital since he was born. Just days before Christmas, Alfie’s parents were told he could finally go home.
But a condemned boiler meant the family had no heating or hot water. Without that, it would be impossible for Alfie to be discharged in time for Christmas.
The family turned to Melanie in the Children’s Hospices Across Scotland (CHAS) Financial Wellbeing and Energy Advice team for help.
Melanie said: “The family simply couldn’t afford to fix their broken boiler, which meant Alfie was facing another Christmas in hospital. We contacted Margaret Hamilton in SGN’s Social Impact team, who immediately connected us with Universal Gas Solutions.”
“Recognising the family’s urgency, the team visited Alfie’s home the very next day – a Saturday – to assess the boiler and confirm a replacement was needed. Within 48 hours, their engineers had sourced and installed a new boiler, all funded by SGN.”
“Fantastically, Alfie was able to return home the following day, and his family could make precious memories together over Christmas.”
Our impact
Through our partnership with CHAS, we’ve supported 971 families in Scotland who are caring for children with life-limiting conditions. We’ve helped 466 people sign up to PSR.
We’ve achieved a total financial gain of £1,823,543 for these households, averaging £1,878 per family.
Helping Kasia with grassroots support
Grassroots organisations reach vulnerable households who wouldn’t typically access help from more mainstream sources.
Kasia (name changed for privacy) first engaged with Getting Better Together (GBT) at its community shop and café in Shotts in 2021. As a Polish woman with a diagnosis of autism, she experienced significant social isolation and often struggled to access support or resolve issues independently.
Over the last year, GBT’s Financial Wellbeing Advisor Margaret has provided Kasia with ongoing one-to-one energy safeguarding and income maximisation support.
Margaret said: “I’ve been helping Kasia with benefit maximisation, budgeting and managing her household finances. This included regular appointments, practical guidance and advice around gas and electricity safety and efficiency.”
“Kasia often felt dismissed or overwhelmed when dealing with agencies and services, so it was important to take the time to tailor our support to her specific needs. I was also able to link her with wider sources of advice and provided additional safety support, including a carbon monoxide alarm and information on gas safety.”
“As well as providing vital energy and financial advice, our service has become an important source of social connection for Kasia, helping her build confidence and feel more included within the local community.”
Our impact
We’ve supported 65 grassroots organisations, like Getting Better Together, with funding and skills to provide energy advice and safeguarding services to financially vulnerable households.
Energy safeguarding at Dougie’s football club
Dougie (name changed for privacy) lives with emphysema, which is a chronic and progressive lung condition. Along with his wife Beth, he attended the Game Energy Hub at Stenhousemuir Football Club out of curiosity.
At our warm space, the couple met with Scottish Professional Football League (SPFL) Community Development Officer Kenny.
Kenny said: “Dougie and Beth live on a combination of state and private pensions. I was able to talk to them about their eligibility for the Priority Services Register and encourage them to register.”
“During their visit, they engaged with the Scottish Fire and Rescue Service, who identified that they did not have a CO alarm installed. Within days, an alarm was fitted in their home, providing immediate reassurance.”
“The couple also spoke with a Heat Mentor from The Wise Group, who followed up with a phone call and supported them to find a more affordable gas and electricity tariff.”
“Not only were we able to provide Dougie and Beth with practical energy and financial support, but they valued the opportunity for them to meet others in the community and share a meal.”
“Their first visit to our warm space won’t be the last – Dougie’s already told us he plans to return to the hub for help to explore potential benefit entitlements linked to his emphysema.”
Our impact
We reached 1,606 households across 13 Game Energy Community Hubs together with the SPFL Trust. Across our Safe & Warm partnership network, we’ve welcomed more than 150,000 visitors to warm spaces.
