21 May SNAPSHOT OF OUR ENERGY JOURNEY
2008 – 2009
We started our first energy project. We attended community events talking to people about ‘switching & saving’. This effectively was identifying the client’s energy provider, and then with the details provided, looking at what savings a person could make by moving their energy bills. At that time, the savings averaged £400. We became involved in the project called the Big Energy Saving Network (BESN). We also dedicated a week to energy saving with extra activities like energy quizzes which was called the Big Energy Saving week (BESW). As our services expanded, so did the contribution of our volunteers and trustees, whose support and governance helped shape the direction and quality of the advice we provide.
2010 – Onwards
We built on the very first project and obtained additional projects with companies like National Grid, Eon and Smart Meters GB. Through National Citizens Advice we started to deliver the Energy Advice Project (EAP) and the Energy Outreach Project (EOP). These energy projects linked in with what we called the ‘golden thread’ of financial capability. We built on our experience and combined our knowledge of energy with our knowledge of financial matters.
- Energy work included understanding gas and electricity bills, the benefits of the Priority Service Register, how smart meters work, whilst incorporating benefit checks, debt advice, bills and budgeting.
This methodology really worked and our clients were provided with the help and support they needed, whilst often their income increased.
2011
In 2011, we worked in partnership with Atherstone Early Years Centre to support families with young children during the colder months. As part of this initiative, we distributed 30 baby sleeping bags to families across the borough, helping to keep infants warm and safe. Alongside this, we supported households to apply for a £300 grant through Scottish Power’s “Keeping Warm” initiative, providing much-needed financial assistance with energy costs.
2014
Energy Saving Week 2014 
marked another important step in our growing energy work. Our advisers were out in the community providing one‑to‑one support, helping residents understand their energy bills, explore switching options, and learn simple ways to reduce household costs. Events like this strengthened our reputation locally and helped us reach even more people who were struggling with rising energy prices. This work was further strengthened by our volunteers, who played an important role in reaching out to residents and delivering support within the community. We also partnered with Queen Elizabeth School (QE) to deliver a creative and engaging energy awareness initiative. During this project, we worked alongside students and staff while cakes were being baked, using the opportunity to start conversations about energy saving in the home. This informal and interactive setting helped make energy advice more accessible and relatable, showing how small changes in everyday activities – even in the kitchen – can help reduce energy use and lower bills.
marked another important step in our growing energy work. Our advisers were out in the community providing one‑to‑one support, helping residents understand their energy bills, explore switching options, and learn simple ways to reduce household costs. Events like this strengthened our reputation locally and helped us reach even more people who were struggling with rising energy prices. This work was further strengthened by our volunteers, who played an important role in reaching out to residents and delivering support within the community. We also partnered with Queen Elizabeth School (QE) to deliver a creative and engaging energy awareness initiative. During this project, we worked alongside students and staff while cakes were being baked, using the opportunity to start conversations about energy saving in the home. This informal and interactive setting helped make energy advice more accessible and relatable, showing how small changes in everyday activities – even in the kitchen – can help reduce energy use and lower bills.2015
Our work would not be possible without the dedication and commitment of our volunteers. In 2016, our volunteer team continued to play a vital role in supporting residents, providing advice, and helping deliver essential services to the community. Volunteers are often the first point of contact for clients, offering guidance, reassurance and practical support. From helping people understand their energy bills to signposting additional services, their contribution ensures that we can reach more people and provide a warm, welcoming service. Their time, skills and compassion make a lasting difference — strengthening our ability to support residents through challenging times and ensuring no one faces energy issues alone.
2016
We were so successful in the work we did, that we received a ‘National Financial Skills for Life’ award presented by Martin Lewis. Recognition like this reflects the commitment of our volunteer team and trustees, whose dedication underpins the success of our services.
We were also invited to London (Threadneedle Street) to attend a reception with Princess Anne together with nine other organisations making a significant impact in their communities.
We were also invited to London (Threadneedle Street) to attend a reception with Princess Anne together with nine other organisations making a significant impact in their communities.
2018
In 2018 our work continued with a strong focus on delivering the highest quality advice to residents. As part of this, we hosted an Essential Energy Forum for frontline workers, attended by over 30 representatives from organisations including Warwickshire Fire and Rescue and North Warwickshire Borough Council. The event provided an opportunity to share knowledge, strengthen partnerships and enhance the support available to the community, receiving very positive feedback from those who attended. These partnerships are supported by the ongoing involvement of our trustees and volunteers, who help ensure our services remain responsive and effective.
2019
Our work continued to grow in 2019 as we once again hosted Energy Saving Week in January, providing practical resources and advice to help individuals and families reduce their energy costs throughout the year. The event was supported by local stakeholders, including our local MP, Craig Tracey, who joined us to highlight the importance of accessible energy advice within the community. His involvement helped raise awareness of the support available and reinforced the importance of working together to tackle rising energy costs. Through events like this, we continued to engage residents, provide tailored guidance, and ensure people had the tools and knowledge needed to better manage their energy use.
2020
In January 2020, we once again took part in Energy Saving Week, continuing our commitment to helping residents reduce their energy costs. Through community-based sessions, our team provided practical advice and resources, supporting people to better understand their energy usage and make informed decisions. Events like this ensured that even as challenges evolved, our support remained accessible, friendly and community-focused.
2020-2022
During the COVID-19 pandemic, we adapted quickly – as many charities did – to ensure our services could continue reaching those who needed support. Our work became predominantly telephone-based, bringing new challenges. Many clients did not have easy access to essential documents such as energy bills or correspondence from suppliers, making it more difficult to provide detailed advice. Despite these barriers, we found practical and flexible solutions. Clients were able to post documents to our office, scan and send them digitally, or drop them off at designated collection points, enabling us to continue delivering the same high level of support. This period demonstrated our resilience and commitment to ensuring that no one was left without access to vital energy and financial advice, even during unprecedented times.
2022
Although the Covid period was coming to an end, the ‘energy and cost of living crisis’ was starting to affect even more people. Many clients were in ‘fuel poverty’. Clients were approaching us with a number of problems. These problems included losing their job, relationship problems, housing issues etc. It was not unheard of to see clients with seven or eight entirely different issues and their mental health was suffering as a result. These issues then led to financial problems causing huge debts. Utility bills were not being paid, debts were getting larger and it became a vicious circle. The other serious result of the above, was that we were seeing clients who decided to switch their heating off. The ‘heat or eat’ scenario. This was especially dangerous to young children/babies and the elderly.
Short Case Study – One client we supported had become so worried about energy costs that they were afraid to use their cooker, relying solely on ‘Cup-a-Soup’ prepared with a kettle for many months. Through our support, we were able to identify additional benefits they were entitled to, improving their financial situation and reducing concerns about energy use. This not only provided greater financial stability, but also had a positive impact on their health and wellbeing. With this support in place, they told us they felt confident using their cooker again and were able to enjoy preparing proper meals – a significant step forward in their day-to-day life.2023
Following a successful bid to Cadent, we started our CEP PROJECT.
This project offered a holistic approach to energy work. The client would be guided through a journey which entailed looking at all aspects of their problems. This could include a benefit check to see if there is any eligibility, dealing with debt problems, and if so, provide a referral to our in-house FCA qualified debt adviser. They would also look at any housing issues and employment issues that could be dealt with. Running alongside this, also funded by Cadent, was the Disability Benefit Project. Within the remit of this project, was an adviser completing benefit forms such as for Attendance Allowance (AA), Personal Independence Payments (PIP) and Disability Living Allowance (DLA).
This project offered a holistic approach to energy work. The client would be guided through a journey which entailed looking at all aspects of their problems. This could include a benefit check to see if there is any eligibility, dealing with debt problems, and if so, provide a referral to our in-house FCA qualified debt adviser. They would also look at any housing issues and employment issues that could be dealt with. Running alongside this, also funded by Cadent, was the Disability Benefit Project. Within the remit of this project, was an adviser completing benefit forms such as for Attendance Allowance (AA), Personal Independence Payments (PIP) and Disability Living Allowance (DLA).The project which lasted for two and a half years was very successful. The project raised nearly 4 million pounds for our clients which was a phenomenal amount and as our clients stated, ‘changed their lives’.
2025
We received our MAC vehicle (Mobile Advice Centre). The fully equipped vehicle with two client areas – one completely private was ‘on the road’. Our grand launch was in June 2025 with various VIPs attending. These included the Deputy Lord Lieutenant of Warwickshire, David Kelham, our local MP, Rachel Taylor, and the Mayors of Warwickshire and Atherstone.
The MAC has attended lots of events as well as attending local community venues. These include a weekly visit to McDonalds, attending various garden centres, community hubs, GP surgeries, Warwickshire Vision groups, the Gurdwara temple and more. The advisers on the MAC will deliver energy advice that includes information on the dangers of Carbon Monoxide (and offer free monitors to those who are eligible), advice on energy bills, energy debt, and the advantages of being on the Priority Services Register (PSR). They will also refer clients to our other services.
Our funding for the MAC vehicle was secured until 2028 courtesy of CADENT.
2026
On 4th February 2026, we received an award from the High Sheriff of Warwickshire Karen Lynch, in recognition of our work and valuable service to the community.
On 1st April 2026 Cadent supported us once more in providing the funding for North Warwickshire Citizens Advice to become a Centre for Warmth. We are open every day for people to come in, have a ‘cuppa’, sit in an armchair, and discuss any concerns they have with energy bills and any energy related issues. We will also be taking this theme out to ‘hard to reach areas’ in North Warwickshire with our Centre for Warmth team together with the work we do on the MAC. We also continue to deliver the energy projects – Energy Advice Project (EAP) and Energy Outreach Project (EOP) and behind every project is the dedication of our volunteers and trustees, who generously give their time to support residents and strengthen our impact in the community.
Our Mobile Advice Centre (MAC) continues to play a vital role in reaching people where they are. By bringing our services directly into the community, we are able to provide face-to-face energy advice in accessible, familiar locations. This image shows one of our volunteers offering on-the-spot support outside the MAC, helping a resident understand their energy options and access the support available. From advice on energy bills and debt to guidance on safety and efficiency, the MAC ensures that no one is left behind.
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