Fuel Poverty and the Role of Housing Providers

Energy information can be difficult to understand

Residents may receive information about energy ratings, bills, tariffs, heating systems and home improvements from several different sources.

The language used is not always clear, and it can be difficult to understand which information is relevant to a particular home.

Housing providers can help by presenting practical guidance in a way that connects directly to the resident and their property.

Start with the home

Property information can provide useful context for resident communication.

This may include:

• the home’s current energy rating
• heating type
• insulation information
• recommended efficiency improvements
• planned retrofit work
• relevant local or national support
• practical guidance for the property

Presenting this information clearly can help residents understand how their home performs and what changes may be possible.

Make guidance practical

General energy-saving advice is not equally useful in every home.

Guidance should be easy to follow and realistic for the resident’s circumstances. It may include small actions, information about heating controls or explanations of improvements already installed in the property.

The aim should be to make energy information more understandable rather than placing responsibility for property performance entirely on the resident.

Target communication where it is most relevant

Housing providers communicate with large numbers of households across different property types and neighbourhoods.

Property and engagement information can help teams direct relevant messages to appropriate residents.

This may include:

• information about local energy-support events
• guidance for residents affected by planned work
• reminders about available help
• explanations of EPC recommendations
• advice connected to a particular heating system
• invitations to energy or retrofit consultations

More focused communication can make support easier to find and reduce the number of irrelevant messages residents receive.

Connect energy information with wider support

Energy concerns do not exist in isolation.

Residents may also need help understanding bills, accessing local support, reporting problems with heating or finding out whether improvements are planned for their home.

Housing providers can act as an important connection point by bringing together reliable information and signposting appropriate services.

The communication should remain respectful, accessible and easy to act upon.

Listen to resident responses

Two-way communication helps housing teams understand where residents need more information or practical support.

Residents may want to ask questions about:

• their energy rating
• heating controls
• high energy use
• planned retrofit work
• available schemes
• problems within the home
• where to obtain further advice

Providing a clear route for these questions helps housing providers improve future guidance and identify recurring areas of confusion.

Use energy data to support better decisions

At a portfolio level, housing providers need visibility of home energy performance and planned improvements.

Clear property information can support decisions about:

• which homes may benefit from further assessment
• where communication should be prioritised
• how residents are engaging with energy information
• which recommendations appear most frequently
• where retrofit planning may be required
• which neighbourhoods may benefit from local activity

This does not replace direct resident engagement. It helps housing teams make that engagement more informed and relevant.

HomeHub and home energy performance

HomeHub helps housing providers present energy information in a form residents can understand.

Property-level insights, EPC information, practical guidance and targeted communication can be brought together in one accessible experience, supporting stronger engagement around energy performance and household support. Explore the Energy platform, or view our Energy Guides.