Case studyNewport City Homes

Newport City Homes (NCH) is a social landlord providing homes and services to customers in around 10,000 properties across the city of Newport. 

Newport City Homes secured £471,036 in Phase 2 Round 2 of the Energy Redress Scheme with their NCH Energy Smart People and Communities project.

Project aims

To support vulnerable households and the wider community with rising energy costs, the project aimed to empower and enable residents to reduce their bills with free advice, guidance and education. 

Partnering with Warm Wales, the project aimed to improve the health, wellbeing and resilience of residents. Creating warmer, safer, healthier and energy smart communities in Newport.

Project deliverables

A wide variety of activity was undertaken, including home visits, phone calls and event outreach, to deliver energy advice and guidance. Using their own data, the team were able to specifically target vulnerable groups, such as elderly households and those in rent arrears to ensure they received support.

During the colder months, the high demand for help with fuel costs resulted in a significant increase in phone calls. Leaflets were also created which were distributed at events, home visits, and shared with local GP surgeries.

Throughout the project, the team also undertook digital activity on their Facebook channel to reach a wider audience. Streaming two Facebook live sessions for NCH residents focused on energy and reducing bills. As well as producing social media posts, including a video of the team providing five energy tips, and promoting Energy Champions; members of the community who share their energy saving knowledge with households in the local area.

Internally, the team created an online (e-learning) module for all staff, to broaden knowledge, skills and increase confidence when providing support, which was also shared with local organisations and groups. 

This has helped me so much, and it’s comforting to know, I won’t have to worry about being cold for the next few months.

Newport resident

Project impact

An Office for National Statistics (ONS) survey highlighted that following support from the team, 88% of customers saw an improvement in their anxiety, with 45% of customers noting an improvement in their overall happiness.

The project has increased energy awareness in households across Newport with:

Recognising the impact and dedication to helping customers with money and energy saving advice, the project was awarded second place for the TPAS Cymru Good Practice 2024 ‘Resident Support/Advice Programme (Cost of Living)’ award.

This has made a massive difference to my mental health as I know the debt is now clear and I have set up a direct debit for future payments.

Newport resident

Looking ahead

Following the successful delivery of this project, the team have received funding from the Energy Redress scheme to offer energy support and advice for a further two years.

During their project, the team discovered that vulnerable customers struggled to take advantage of modern energy efficient technologies. Over the next two years, they will proactively focus on providing support to vulnerable customers moving into new energy efficient or retrofitted homes. 

Since the completion of the project Newport City Homes have merged with Melin Homes and are now Hedyn.