Vulnerable Customer Support Organisation of the Year winner
Northamptonshire Rural Housing Association won ‘Regional Vulnerable Customer Support Organisation of the Year’ at last week’s East Midlands Energy Efficiency Awards 2025.
The prestigious award, which recognises an organisation that has shown a true commitment to improving the lives of vulnerable people through energy efficiency within its region, was awarded to the association in recognition of our retrofit decarbonisation works to make 56 rural homes warmer and more energy efficient.
The comprehensive retrofit programme, part-funded by the Social Housing Decarbonisation Fund (SHDF), included the installation of air source heat pumps (ASHP), increased loft insulation, humidistat extractor fans, and PV solar panels with battery storage. This investment of around £25,000 for each home, ensures they are warm, comfortable, and affordable to live in.
Reducing fuel poverty
More rural households live in fuel poverty than in urban areas. The Annual Fuel Poverty Statistics England 2024 reported that 'Households living in rural areas had the highest fuel poverty rate and the largest fuel poverty gap.' (The fuel poverty gap is the additional income needed to bring a household to the point of not being fuel poor.)
The 56 retrofitted homes, which are off gas grid, have all now achieved a high ‘C’ Energy Performance Certificate (EPC) rating. And the impact on residents has been huge, with reduced energy bills, warmer homes and constant hot water.
Prioritising vulnerable customer needs
We ensured that our process, from start to finish, prioritised meeting the needs of our vulnerable residents. This included extensive engagement with residents to ensure they fully understood what’s involved. Adam, our Tenant Liaison Officer recruited specifically for this project, visited every resident to talk through the entire process, answering questions and offering reassurance. This enabled him to identify specific customer needs before work started.
We also developed a guide that explains the process. It includes details about the various contractors involved and photos of what to expect when the work is taking place.
And all residents were invited, and supported to attend, a ‘Retrofit Roadshow’. These were brilliant events, held in one of the villages where the retrofit works were taking place. The roadshow trailer included a functioning ASHP connected to a radiator and control panel. For vulnerable residents, being able to touch, see and hear the equipment really helped ease concerns.
Even after the works were completed Adam has continued to provide support. Including helping residents set up new, more cost-effective tariffs. This is especially helpful for vulnerable residents who can find it challenging to make progress through energy companies customer portals.
Mary, a NRHA resident said: “My electricity bills have more than halved. They used to be £140pm, but since I had the ASHP and solar panels installed, they’ve dropped to £67pm. And, my whole house is wonderfully warm, it’s a definite benefit for my husband who suffers with Parkinson’s disease and feels the cold.”
A brilliant team
Our success is due to a great team of passionate people, who always go the extra mile to help and support residents. The award celebrates the fantastic work of the team involved in the decarbonisation work - Michael Abell, Adam Boam and Tony Moore, supported by contractors including DR Consultancy and Sureserve Compliance Central – and the wider team at Northamptonshire Rural Housing.
As well as winning the ‘Regional Vulnerable Customer Support Organisation of the Year' award, we also received a Highly Commended Certificate in the ‘Regional Housing Association or Landlord of the Year' category and a Commended Certificate in the 'Regional Large Project of the Year’.
Michael Abell, Maintenance and Contracts Manager, said: "I’m delighted that the team’s hard work, passion and dedication has been recognised with this award. We’re a small team and this is an amazing achievement.
“We’re really proud of what we’ve delivered. We’ve gone above and beyond to ensure that the upgrades improve our residents’ lives. The battery storage for the PV panels means households can store solar energy until they need it. That, together with the super-efficient ASHP systems, will significantly reduce each household’s energy bills.
"But it’s not just about energy savings. It’s about our residents, especially those who are more vulnerable, having a more comfortable home.”
Published: 24 March 2025
