With colder weather approaching and energy use likely to increase, this month’s Your Voice, Our Action story shows how listening to residents helped us identify concerns about rising energy costs and connect a resident with £500 worth of support to stay warm and safe during winter.
This work supports our Tenant Satisfaction Measures (TSMs) by showing how we listen to residents, respond to their circumstances and take action to provide the right support at the right time.
Listening to residents
Last winter, we contacted residents aged 65 and over to understand how rising food and energy costs were affecting them.
During welfare calls, we talked about energy bills, debt, damp and mould, Winter Fuel Payments and Pension Credit. This helped us identify residents who needed extra support.
One resident told us he was struggling with rising energy costs. He lives with a chronic illness, so keeping warm is important for managing his pain and maintaining his wellbeing.
Although he received a state pension and a small private pension, he was not eligible for the Winter Fuel Payment and was finding it difficult to cover household costs.
Taking action
After listening to his concerns, we helped him access financial and practical support.
Through Kent County Council's Pensioners Missing Out Scheme, he received:
a £100 food voucher
a £100 fuel voucher.
We also contacted his energy supplier, which provided:
£150 through the Warm Home Discount
£150 in additional fuel support
registration on the Priority Services Register
an energy-efficient air fryer to help reduce cooking costs.
Making a difference
In total, the resident received £500 of support through vouchers, discounts and energy-saving measures.
This meant he could keep his home warmer without worrying as much about the cost. The support improved both his physical and mental wellbeing and gave him peace of mind that extra help would be available from his energy supplier if needed.
He also valued the advice he received about reducing energy use and managing household costs.
Your Voice, Our Action
Through our winter welfare calls, residents told us that rising energy costs were becoming a growing concern.
We listened and acted by helping residents access financial support, practical advice and additional services to stay warm and well at home.
As we approach another winter, these conversations continue to help us understand the challenges residents are facing and ensure support reaches those who need it most.
If you're worried about keeping your home warm or managing household costs, please get in touch. We're here to listen and help you access the support available.
Call 01732 749400 or 0800 169 1122 (freephone) or email help@wkha.org.uk.