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New Community Advice Hub Opening in Birkenhead – Thursday 3rd July

June 30, 2025

A brand-new Community Advice Hub is opening in the heart of Birkenhead to offer free, face-to-face support on money matters – from benefits and debt to energy bills and more.

Location:
One Wirral CIC, opposite McDonald’s on the corner of Oxton Road and Grange Road West, Birkenhead, CH41 2QJ

Open Every Thursday: 9:30am – 12:30pm

Launch Day: Thursday 3rd July, with Wirral Mayor Cllr Brian Kenny and local councillors in attendance

What is the Community Advice Hub?
Set up by Wirral Foodbank’s Community Campaigning team, the hub is part of a wider effort to tackle poverty at a local level by making it easier for people to access the advice and support they need. It’s a welcoming drop-in service designed to help residents get information, advice, and practical support – before money worries turn into crisis.

Who will be there to help?
The hub brings together trusted local organisations:

  • Citizens Advice Wirral
  • Energy Projects Plus
  • Wirral Change
  • CAP Wirral
  • Community Connectors from Involve Northwest

Whether you’re struggling with debt, confused about a high bill, affected by changes to Universal Credit, or just not sure where to turn – you can pop in for a free, confidential, and non-judgemental chat with a trained adviser.

Why it matters:

This service is aimed at giving people access to life-changing advice before issues spiral into crisis. For example. at Wirral Foodbank’s Foodbank Plus service, delivered by Citizens Advice Wirral on behalf of Wirral Foodbank, offers advice and support to people who have used the foodbank and often successfully results in people not having to return to the foodbank. Therefore, we know this approach works and now we want to have that offer to people further upstream so that they can access advice and support in a comfortable environment before it reaches crisis point. 

No appointment needed – just drop in.
The hub is open to anyone living on the Wirral who would benefit from friendly, face-to-face advice and support.

Millions more to get £150 off energy bills

June 20, 2025

The Government has just announced that 2.7 million more households will receive £150 off their energy bills this winter through a change in the rules on who qualifies for the Warm Home Discount.

Energy companies distribute the £150 Warm Home Discount directly to customers’ accounts during autumn and winter, but the government sets the criteria for who should receive it.

The Government’s statement says “Every billpayer on means-tested benefits will now qualify.” This is achieved by removing the previous additional qualification criteria of living in a “high-cost-to-heat” home.

Our Chief Executive, Peter Owen said:
“The change is welcome news for many people struggling to keep their heating on during winter. However, we need to push much harder on improving the energy efficiency of people’s homes so they can minimise their energy needs permanently, and reduce their vulnerability to the continual uncertainty of energy markets.”

The cost of paying the Warm Home Discount is recovered by a small levy on all customers’ bills as part of the standing charge, but Government suggests the additional cost of the expansion will be paid by energy companies through efficiency savings and changes in how their operating costs are calculated.

Source: Millions more families to get £150 off energy bills this winter – GOV.UK

In addition to the Warm Home Discount there will be the potential for other support over winter through local council Household Support Fund, other supplier support, assistance from energy Trusts and charities as well as a potential stabilisation of tariffs through the Energy Price Cap.

As always, if you engage with anyone needing assistance, simply refer them to our service and we will assist them wherever possible. Referring Clients to Energy Projects Plus | Energy Projects Plus

Spending Review 2025 – key takeaways

June 19, 2025

On the 11th of June, the Chancellor presented Spending Review 2025, detailing the funding each government department will be allocated, for the remaining term of this parliament.

We were pleased with the following 3 announcements, which will provide much needed, additional support, to help low-income, vulnerable residents keep warm in Winter (and cool in Summer) in homes that are cheaper for them to run.

Household Support Fund

The government is establishing a new Crisis and Resilience Fund supported by £1 billion a year, to replace the Household Support Fund. This is the first ever multi-year settlement for this

The Crisis and Resilience Fund will fund councils to support some of the poorest households so that their children do not go hungry outside of term time. This longer-term funding approach enables local authorities to provide preventative support to communities – working with the voluntary and community sector – as well as to assist people when faced with a financial crisis, to support our ambition to end mass dependence on emergency food parcels.

Winter Fuel Payments

Increasing the means test threshold for Winter Fuel Payments to £35,000 from 2025-26, meaning that nine million pensioners in England and Wales will benefit from these payments this winter.

Warm Homes Plan

The Warm Homes Plan will help to cut bills for families across the country by upgrading homes through energy efficiency measures, alongside installing heat pumps and other low-carbon technologies, such as solar panels and batteries. 

To cut bills, tackle fuel poverty and accelerate to net zero, the government is funding the Warm Homes Plan with a total of £13.2 billion.

The government will work with the UK’s expert public finance institutions, including the NWF (National Wealth Fund), to support the delivery of the Warm Homes Plan. Further details will be confirmed by October.

You can read Spending Review 2025 in full, here: https://www.gov.uk/government/publications/spending-review-2025-document

Household Support Fund: Partner Update

June 18, 2025

The Household Support Fund (and it’s predecessor, the “Covid Crisis Fund”) has been providing vital, additional support to vulnerable residents, for the past five years.

Through partnerships with Halton, Sefton, and Wirral Councils, each year we’ve been able to access funding to provide such support as emergency fuel vouchers, payments towards Direct Debit payments, fuel debt relief, and heating repairs.

To refer a client to us for any of these, or other services, see our Referrals webpage here: www.epplus.org.uk/referrals

Current Offer

We’re pleased to confirm we’re launching our support for Halton and Sefton residents.

Halton

“Direct Debit Support”

  • Financial support to help residents who don’t use prepay meters, and therefore can’t take advantage of fuel vouchers designed to support people at risk of self-disconnection.
  • Residents can pay by any other means, e.g. Standing Order, Budgeting Card, or cash.
  • Residents must be low-income and vulnerable to the impact of living in a cold home.
  • Upon successful application, Energy Projects Plus will process a payment directly to the resident’s energy supplier, to be credited to their account.
  • The value of payments is based on household composition.

Heating repair/replacement

  • To support residents who have no other recourse to financial assistance to help with the repair or replacement of their primary heating appliance.
  • Residents must be in a “no-heat situation” (i.e. without support would be living in a cold home with no means to keep warm).
  • Residents must be on a low-income and vulnerable to the impacts of living in a cold home.
  • Upon successful application, Energy Projects Plus will support the resident to obtain a quote for necessary works, and offer a financial contribution, which could fully or part-pay for the works to be carried out.
  • All payments will be made directly to a Gas Safe Registered heating contractor, upon satisfactory completion of works.

Sefton

“Direct Debit Support”

  • Financial support to help residents who don’t use prepay meters, and therefore can’t take advantage of fuel vouchers designed to support people at risk of self-disconnection.
  • Residents can pay by any other means, e.g. Standing Order, Budgeting Card, or cash.
  • Residents must be low-income and vulnerable to the impact of living in a cold home.
  • Upon successful application, Energy Projects Plus will process a payment directly to the resident’s energy supplier, to be credited to their account.
  • The value of payments is the equivalent of one month’s worth of energy payments.

Fuel debt relief

  • Residents must be low-income and vulnerable to the impact of living in a cold home.
  • Upon successful application, Energy Projects Plus will process a payment directly to the resident’s energy supplier, to be credited to their account.
  • The value of payments will either fully or partly cover the balance outstanding.
  • Residents must be able to cover their ongoing energy costs.

All support is provided on a discretionary basis, with each case assessed on its own merit.

Funding is expected to continue until the end of March 2026, or when funds are exhausted, whichever is sooner.

Coming Soon

Wirral Council is finalising plans for 2025-26, and we hope to provide confirmation of these in next month’s newsletter.

The Future

The Household Support Fund was referenced in the Chancellor’s Spending Review, with a commitment to keep this going, on a multi-year basis, with a rebranding. We’ll share further details as they’re announced.

To refer a client to us for any of these, or other services, see our Referrals webpage here: www.epplus.org.uk/referrals

Utilita to pay £277,000 for Warm Home Discount payment failures

June 17, 2025

Energy company Utilita will pay around £277,000 in compensation after failing to pay its Warm Home Discount payments on time, following a review by Ofgem.

The regulator found that, in the scheme year covering 2023-2024, Utilita – which supplies 800,000 customers – failed to pass on the mandatory discount to more than 4,000 customers within the required timeframe because of an internal error in processing payments.

The Warm Home Discount scheme – which is administered by Ofgem on behalf of government – supports energy consumers on low incomes by offering an automatic payment of £150 to eligible customers each year.

In recognition of the impact delayed Warm Home Discount payments could have on its customers Utilita has agreed to pay £247,000 of compensation to those affected, who will receive further payments of up to £150 each. This is in addition to £30,000 of compensation Utilita paid to affected customers shortly after the error was identified.

Ofgem has also today published its Supplier Performance Report, which assesses supplier performance in the delivery of a number of government schemes including the Warm Home Discount and Feed-in Tariffs schemes.

The report confirms that in the same 2023-2024 scheme year, the regulator secured nearly £762,000 in redress payments from suppliers for non-compliance with the Warm Home Discount scheme. This includes direct compensation to customers and payments into Ofgem’s Voluntary Redress Fund which funds projects and schemes to support energy consumers, particularly those in vulnerable situations.

Cathryn Scott, Regulatory Director of Market Oversight and Enforcement at Ofgem, said:

“The Warm Home Discount is a lifeline for vulnerable energy consumers on low incomes. Even a short delay in making these payments can cause harm to vulnerable customers, so it’s vital that suppliers make these payments on time and without hassle.

“Unfortunately, on this occasion, Utilita fell short of our standards by failing to pay some of their customers in a timely manner. Utilita has conducted an audit of their Warm Home Discount processes to make sure this doesn’t happen again.

“It’s our duty to protect consumers. And today’s outcome, as well as the findings set out in our Supplier Performance Report, serve as a reminder to all suppliers that failures to make scheme payments on time are unacceptable, and that we can and will take enforcement action to put things right for customers.”

Utilita is completing an independent review of their Warm Home Discount processes and Ofgem will continue to monitor all suppliers’ compliance with their obligations under the Warm Home Discount scheme.

Commitment to Carers Conference

June 13, 2025

A huge thank you to Wirral Carers Alliance for organising the brilliant Commitment to Carers Conference, which was held at the Floral Pavilion in New Brighton on the 11th of June. It was inspiring to hear from so many voices championing the vital role of unpaid carers across our communities.

Unpaid carers provide essential, around-the-clock support for loved ones, often with little recognition or rest. But support is available, and at Energy Projects Plus, we’re here to help.

We offer free, award-winning energy advice that can support carers in managing energy use and reducing bills, including:

  • Demonstrating how to use heating controls effectively
  • Checking you’re on the most cost-effective energy tariff
  • Liaising with energy suppliers around account issues or debts
  • Installing free “easy measures” like LED lightbulbs and draught-proofing
  • Recommending larger improvements, like insulation or solar panels
  • Supporting with grant applications for energy efficiency upgrades

We know how difficult it is for unpaid carers to find time for themselves, let alone attend a conference. That’s why our message is simple: We’ll come to you.

We offer home visits with flexible appointments tailored to your need,  all with full understanding that your caring responsibilities come first.

If you or someone you know is a carer in need of in-home energy advice, get in touch   

 

 

  

Energy Price Cap set to fall 7% for the Summer

May 23, 2025

Our Chief Exec, Peter Owen, was on BBC Radio Merseyside this morning (Friday, 23rd May), chatting with Tony Snell about the announcement from OFGEM (the energy regulator) that the Price Cap is coming down from the 1st of July.

Peter stressed the fact that our energy usage tends to be lower during the summer anyway, so it’s a good idea for us to try wherever possible, to put some of these cost savings aside, to help with the forthcoming Winter period.

This is particularly important for prepay meter users, some of whom might not top-up their gas meter until Autumn. They should ensure they’re at least covering any daily standing charge now, so they don’t fall into debt. Any additional top-ups would help make costs more affordable over the colder months. 

Listen on catchup here, starting from 50 minutes: https://www.bbc.co.uk/sounds/play/m002c97n

Excerpts from OFGEM’s full press release are as follows:

Between 1 July and 30 September 2025, the energy price cap is set at £1,720 per year for a typical household who use electricity and gas and pay by Direct Debit. This is a decrease of 7% compared to the cap set between 1 April to 30 June 2025 (£1,849).

The price cap is based on typical household energy use. Read how typical household energy use is worked out in our Average gas and electricity usage guidance.

The price cap also makes sure that prices for people on a standard variable tariff (default tariff) are fair and that they reflect the cost of energy.

You are covered by the price cap if you pay for your electricity and gas by either:

  • standard credit (payment made when you get your electricity and gas bill)
  • Direct Debit
  • prepayment meter
  • Economy 7 (E7) meter

Electricity and gas unit prices and standing charges, 1 July to 30 September 2025

Fuel

Energy price cap per unit and standing charge

1 April to 30 June 2025   

Energy price cap per unit and standing charge

1 July to 30 September 2025  

Electricity

27.03 pence per kWh

53.80 pence daily standing charge  

25.73 pence per kWh

51.37 pence daily standing charge    

Gas

6.99 pence per kWh

32.67 pence daily standing charge   

6.33 pence per kWh

29.82 pence daily standing charge 

Figures are rounded to two decimal places and based on the England, Scotland and Wales average for people who pay by Direct Debit. These include 5% VAT.    

Energy price cap standing charges and unit rates for your region

The actual rates you are charged will depend on where you live, how you pay your bill and the type of meter you have. Get energy price cap standing charges and unit rates by region.

Changes to costs between 1 July to 30 September 2025, payment by Direct Debit

Cost

 

April to June 2025   July to September 2025  Change
Buying energy for customers (wholesale costs) £841 £734 -£106
Build, fix and repair pipes and wires to transport energy (network costs) £372 £372 £0
Supplier business costs (operating, debt and industry costs) £279 £264 -£15
Government social and environmental schemes (policy) £198 £198 £0
Earnings Before Interest and Taxes (EBIT) allowance £45 £43 -£2
Uncertain costs and risks (headroom) £20 £18 -£2
Making sure prepayment and Direct Debit customers pay the same standing charge (levelisation allowance)  £6 £8 £2
VAT (5%) £88 £82 -£6
Total £1,849 £1,720 -£129

 

Energy price cap level dates

The price cap level is reviewed every three months. The levels for the next periods will be announced by:

  • 27 August 2025 – period 1 October 2025 to 31 December 2025  
  • 25 November 2025 – period 1 January 2026 to 31 March 2026
  • 25 February 2026 – period 1 April 2026 to 30 June 2026  

Ofgem secures customer compensation from 10 suppliers for technical overcharging error

May 9, 2025

Ten suppliers have paid more than 34,000 customers a total of £7 million in compensation and refunds after overcharging some customers in error, following a compliance review by Ofgem. 

This issue specifically impacted customers with ‘Restricted Meter Infrastructure’ between January 2019 and September 2024, which means they have more than one electricity meter point at their property recording energy usage.  

Energy suppliers are allowed to apply multiple standing charges for homes with multiple electricity meters. However, this meant that some customers were erroneously charged more than is allowed under the price cap when combined with unit rates.  

The regulator expects suppliers to be vigilant and ensure customers are not charged more than the price cap, which sets a limit on how much suppliers can charge for energy. This includes ensuring the application of multiple standing charges does not lead to price cap overcharging. 

After identifying the issue and investigating, the suppliers swiftly rectified the issue and agreed to pay a total of £7 million in refunds and compensation to those affected. This includes £5.6 million in refunds and almost £1.4 million in goodwill payments.  

Charlotte Friel, director of retail pricing and systems at Ofgem, said:  

“Our duty is to protect energy consumers, and we set the price cap for that very reason so customers don’t pay a higher amount for their energy than they should. 

“We expect all suppliers to have robust processes in place so they can bill their customers accurately. While it’s clear that on this occasion errors were made, thankfully, the issues were promptly resolved, and customers are being refunded. 

“Today’s outcome serves as a reminder to all energy suppliers that they must implement the price cap properly and do their due diligence. It also shows that, where appropriate, Ofgem is prepared to work with suppliers that fail to comply with our rules.” 

All 10 suppliers have updated their systems and processes to prevent the error occurring in future. Ofgem will continue to engage with suppliers to ensure that the payment packages are progressed in full, and will continue to closely monitor all suppliers to ensure they implement the price cap properly, and protect their consumers from paying too much for their energy.  

The supplier payment breakdown can be found here: 

Supplier  Number of customers   Total Refunds  Total Goodwill 
E.ON Next   160  £45,195.82  £9,330.33 
Ecotricity   166  £36,633.12  £18,904.35 
EDF Energy  3  £112.29  £30.00 
Octopus Energy  20,862  £2,636,884.00  £546,278.00 
Outfox The Market  570  £6,106.06  £4,590.00 
OVO Energy  2,372  £602,066.05  £280,068.73   
Rebel Energy  15  £2,339.49  £575.00 
So Energy  1,558  £266,041.16  £58,285.85 
Tru Energy  70  £7,486.54  £11,663.00 
Utility Warehouse  8,272   £2,043,098.84  £453,960.00  
Total  34,048  £5,645,963.37  £1,383,685.26 
  • Ofgem has published a compliance note with further details. 
  • Customers will be refunded automatically, if they have not been already, and do not need to do anything. If a customer has since changed supplier, they will be contacted by their previous supplier in due course to arrange a refund.  
  • Standard Licence Condition (SLC) 28AD.1 requires suppliers to ensure that the charges applicable to each relevant customer do not exceed the price cap. This includes customers with ‘Restricted Meter Infrastructure’.  
  • The energy price cap was introduced by the government and has been in place since January 2019, and Ofgem is required to regularly review the level at which it is set. It ensures that an energy supplier can recoup its efficient costs while making sure customers do not pay a higher amount for their energy than they should. The price cap, as set out in law, does this by setting a maximum that suppliers can charge per unit of energy. 
  • While the error is a serious matter, the regulator recognises that the suppliers acted quickly to resolve the issue and started the refund process promptly.  The commendable extent of their engagement through the compliance process has been considered when agreeing the level of goodwill paid. 
  • In the case of Rebel Energy, which is no longer trading, Ofgem has confirmed that all customer refunds and compensation have been issued.  
 

Replacing your Radio Teleswitch electricity meter

May 1, 2025

Find out what you need to do before support for Radio Teleswitch Service (RTS) meters switch off in 2025.

The technology that supports RTS electricity meters will switch off from 30 June 2025. Without the technology to tell RTS meters when to swap between peak and off-peak rates, they may no longer work properly, and it may mean that a consumer’s heating and hot water supply stops functioning as normal.

If you have an RTS meter, your electricity supplier will get in touch to arrange an upgrade to a smart meter before this deadline.

They must make sure you have a suitable meter installed, and that your service is not disrupted.

We expect electricity suppliers to replace all RTS meters before the Radio Teleswitch Service technology ends.

Support to upgrade RTS electricity meters

We are working with energy suppliers, distribution network operators, consumer groups and others as part of the RTS Taskforce to support people with an RTS meter. Read more information about the RTS Taskforce.

If you have an RTS meter your electricity supplier will contact you to arrange an appointment to upgrade your electricity meter. You should arrange an upgrade of your meter to avoid losing heating or hot water after 30 June 2025.

Find out if you have an RTS meter

You may have an RTS meter if:

  • your home has a separate switch box near your meter with a Radio Teleswitch label on it
  • your home is heated using electricity or storage heaters
  • there is no gas supply to your area, including households in rural areas and high-rise flats
  • you get cheaper energy at different times of day, for example, you might be on an Economy 7, Economy 10, or Total Heat Total Control tariff

Get in touch with your electricity supplier if you’re still not sure which meter is in your home.

If you do not know who your supplier is, follow the steps on our find your energy supplier page. 

Contact your electricity supplier to upgrade your RTS meter

If you have an RTS meter in your home, view details on your electricity supplier’s website to upgrade your meter.

  • Octopus
  • SSE
  • British Gas
  • Ovo
  • Scottish Power
  • E
  • E.On Next
  • Ecotricity
  • EDF Energy
  • So Energy
  • Utilia
  • Outfox the Market
  • Good Energy
  • Sainsbury’s Energy
  • Utility Warehouse

Upgrading to a smart meter

A smart meter will give you a similar service to your RTS meter. You’ll also get other benefits, including:

  • electricity readings submitted automatically
  • access to ‘smart meter only’ tariffs
  • the ability to monitor your energy usage
  • accurate bills based on the electricity you’ve used, not estimates

Find out more about getting a smart meter.

If you’re not able to upgrade

In some instances, your supplier may not be able to offer you a smart meter at the moment.

If this is the case, they must make sure you have a suitable meter installed, and that your service is not disrupted.

You should contact your supplier to understand the options available to you. 

If you do not want a smart meter

Upgrading to a smart meter is the best option for RTS customers. If you choose not to upgrade:

  • your heating and hot water may be left continually on or off
  • your electric storage heaters may charge at the wrong time of day, possibly leading to higher bills
  • your supplier may be unable confirm your electricity usage during peak or off-peak times, and your electricity costs may be higher than before
  • you’ll have a more limited choice of tariffs.

Talk to your supplier for more information.

If you have any questions or concerns that haven’t been addressed in this article, please call our Save Energy Advice Line free on 0800 043 0151, or email advice@epplus.org. Lines are open 9am-5pm, Monday-Friday (apart from Bank Holidays).

Ofgem appoints British Gas to take on customers of Rebel Energy

April 7, 2025

Ofgem has appointed British Gas to take on supplying Rebel Energy’s 84,000 domestic customers, and 6,000 non-domestic customers. This follows a competitive process run by Ofgem to get the best deal possible for customers.  

Funds that current and former domestic customers of the supplier have paid into their accounts will be protected, where they are in credit. Domestic customers will also be protected by the energy price cap with their new supplier.   

For existing Rebel Energy customers, energy supplies will continue as normal after they were switched over to British Gas on Sunday 6 April 2025.   

Customers of Rebel Energy will be contacted over the coming days about the changes. If customers wish to switch supplier, they can shop around but are advised to wait until the transfer has been completed. Customers will not be charged exit fees if they decide to switch to another supplier.  

Tim Jarvis, Director General for Markets at Ofgem, said:   

“Making sure consumers face as little disruption as possible when a supplier exits the market is our number one priority, so I am pleased to confirm we have appointed British Gas for customers of Rebel Energy. 

“While I know customers may be concerned, they do not need to worry. All credit balances remain protected, and there will be no interruption to their energy supply while the switch is taking place.  

“Rebel Energy customers will be placed onto a competitive tariff, though should consider what’s right for them once the transfer is complete. They will also face no exit fees if they choose to switch to another supplier.”   

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