A stark reminder that many homes are far from healthy or modern
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We were so pleased to be part of the launch of a brand-new Community Advice Hub in Birkenhead, which is already making a difference to local residents!
Located just opposite McDonald’s, on the corner of Oxton Road and Grange Road West, the hub is a lifeline for anyone needing free, face-to-face support on money matters from benefits and debt to energy bills and more.
Location: One Wirral CIC, Birkenhead, Wirral, CH41 2QJ
Open every Thursday: 9:30am – 12:30pm
This welcoming drop-in service brings together trusted local organisations from across the Wirral, including:
• Citizens Advice Wirral
• Energy Projects Plus
• Wirral Change
• Christians Against Poverty
Set up by Wirral Foodbank’s Community Campaigning team, the hub is part of a wider effort to tackle poverty locally. By offering a visible and accessible space for support, it helps residents get advice before financial struggles escalate into crisis.
Fuel poverty remains a significant issue across the UK. In England alone, 3.17 million households are currently in fuel poverty, with many more at risk as energy prices and the overall cost of living continue to rise.
By being at the hub, we’re helping people take control of their energy use, understand their bills, and make their homes more energy efficient. We also provide support in accessing vital funding and grants whether that’s fuel vouchers, energy debt relief, or insulation schemes. We’re here to make sure no one has to face energy worries alone.
At Energy Projects Plus, we’ve already seen the difference it’s making. On average, we’re supporting six new clients every session, many of whom may not have known about the help available to them.
At a recent session at the hub, Katie supported a local resident who had been signposted by the Job Centre. The gentleman, who is deaf, was struggling to access the support he needed, unable to use the phone or navigate online services.
Katie helped him call United Utilities to request a water meter. Because he lives alone, it’s estimated this could save him up to £540 per year on his water bills. She also explained his communication needs to the supplier, ensuring all future contact, including engineer appointments would be made via text.
The client said he wouldn’t have been able to do this without the hub’s support. It’s a powerful reminder of how small, in-person actions can have a big impact, especially for people facing barriers to accessing services
We’re proud to be part of this collaborative effort to tackle fuel poverty across Wirral, and we look forward to continuing our weekly support for the Birkenhead community.
If you would like one of our friendly Energy Advisors to deliver an advice stall, or community talk, at your event, contact us at events@epplus.org.
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.
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
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
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
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.
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
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
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
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
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:
- 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.