The document summarizes the outcomes anticipated from a project to address fuel poverty, including developing a clearer offer around fuel poverty, flexible approaches rather than one-size-fits-all, testing technology with a plan to scale up, and identifying the best partnerships. It then describes obstacles encountered during testing which provided lessons to create a more resilient model, and outlines recommendations from evaluating the pilot program.

1. REWIND - the problem we wanted to fix
No clear ownership
No understood definition
Lot of valuable but disconnected activity
No partnerships in place
No training or awareness for colleagues
Asset focused rather than person focused
investment
Repeat visits with no escalation

2. THE OUTCOMES WE ANTICIPATED
A clearer ‘Bromford offer’ around Fuel Poverty
A flexible offer rather than a one size fits all approach.
Some tech tests - with a resourcing plan for what scaling up would look like.
Knowing who are the very best partnerships we should be connecting with.
A legacy for our findings with an appropriate resource plan.

3. Right Conversation
Right Colleague
Targeted
Communications
Diagnostic and supportive
technology
Flexible investment
and escalated
decision making
Effective
Partnerships
Coaching Toolkit

4. WELL
OUR TEST HAS BEEN
FRAUGHT WITH
OBSTACLES
WHICH IS A
GOOD THING
BECAUSE BY FINDING AND RESOLVING THESE ISSUES, WE
HAVE A MORE RESILIENT MODEL TO CONSIDER PILOTING -
WITH A WHOLE LOT OF RECOMMENDATIONS...
Conclude
Testing
19/08 - though
this may* be
bought forwards
ENGINEER
STARTING
Final
Evaluation
23/08 *may be
brought forward
Pilot
TBC
& dependent on
recommendations
in evaluation

5. A THERMOSTAT
THAT SAVES
CUSTOMER’S MONEY
AND GIVES US
MEANINGFUL DATA
TEST = KNOWLEDGE & UNDERSTANDING
First two
installs
23/06d
‘Faults’
period
23/06 - 07/07d
Full
install
07/07 - 21/07d
Monthly
Evaluations
Data/Systems/
Alerts & Actions
Quarterly
Evaluations
Customer
sentiment/
affordability/
Data
Complete
Test
08/2017d
CAN WE DEPLOY IT?
WHO TO TARGET?
etc..

6. THREE
TIERED
RESPONSE
DAMP &
CONDENSATION
CLEAR ESCALATION FROM
SURVEYOR TO PLANNED
TEAMS BASED ON COST OF
REMEDIAL ACTIONS.
SURVEYORS WILL
‘BUILD THE CASE’,
USING A RANGE OF
MEASURING
EQUIPMENT
CSC DIAGNOSE
POTENTIAL LIFESTYLE
FACTORS, AND GIVE
ADVICE
‘PLANNED’ INVESTIGATE
FURTHER ACTIONS BASED
ON SURVEYOR’S
RECOMMENDATIONS
STOPS USING CUSTOMER’S
‘LIFESTYLE’ AS A SCAPEGOAT -
INSTEAD LOOKING AT
PRACTICAL STEPS
FOCUSES ON SPECIFIC CAUSES
IMPACTING VENTILATION,
HEATING AND INSULATION
HEAT MAPS
CALLS/COMPLAINTS TO
IDENTIFY AREAS FOR
PROACTIVE INVESTMENT

7. Our Warmth
Champions Network
Virtual forum hosted by hangout every three months
Each meeting 30 minutes - action and best practice
focused
Sponsored by Russ Fowler
First meeting chaired by Vicky Green then revolves
through members
Subject to three month action plan and yearly impact
evaluation

8. Localities Existing Homes
Investment
Communications Home Maintenance
(inc Fuel Safety)
National Energy Action
Insight and
Innovation
Procurement
Western Power