Changeworks’ Affordable Warmth Team Case Study: A model to explain our activities and outcomes

creativity, collaboration and continuous improvement

In the Stitch in Time? programme we identify the role of the third sector in Reshaping Care for Older People.

In addition to an overall model, we are using a range of case studies to showcase particular interventions or types of project.

Each case study consists of two documents: one explaining the model of provision and the other describing the evaluation approach.

In this case study Changeworks explains how they evaluate the activities and outcomes from a project offering advice to older people and energy use and fuel bills.

In this document Changeworks focus on their model of provision.

Introduction

Changeworks wants everyone we work with to

be inspired and able to take action that benefits

people and the environment.

Changeworks is a recognised leader in the delivery of solutions that enable people to live and work more sustainably. They are an environmental charity and social enterprise, working in collaboration with public and third sector organisations, schools, communities and businesses.

Changeworks’ Affordable Warmth Advisors provide free, in depth, confidential and impartial energy and fuel billing advice to households living in Edinburgh, East Lothian and Midlothian, Fife and the Highlands.

Background

www.evaluationsupportscotland.org.uk for “A Model to explain the third sector contribution to Reshaping Care for Older People”

Go to

www.evaluationsupportscotland.org.uk for “Changeworks’ Affordable Warmth Team Case Study: Evaluation in anadvice setting”

Go to

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The Marmot Review1 ‘Fair Society: Healthy Lives’ states: “Being able to afford to keep a warm home is clearly a key factor in addressing health inequalities.” Living in cold damp housing is a health risk yet significant numbers of people struggle to heat their homes adequately. 41 per cent of pensioners in East Lothian are living in fuel poverty.2 Last year there were 290 excess winter deaths in the Lothians – of which all were aged 65 and over.3

There are many studies that show that addressing fuel poverty ensures healthier lives: a report funded by the Faculty of Public Health and Help the Aged concluded:

The current situation

Our model (on page 4) shows that older people are in greater need of fuel/energy advice to prevent fuel poverty because in general they may use more energy, are at greater risk because of health and low income and find it difficult to navigate a complex industry. We address these issues by enabling older people and carers to:

• Take an active role in saving money on their energy bills

• Reduce debt repayment levels to manageable levels

• Ensure they are on the best tariff

• Get the best deal and able to switch, if desired

• Pay in a method that meets their needs

• Gain access to discounts, government schemes and energy efficiency measures

• Reduce or prevent condensation or dampness

• Understand their bills, meter reading and ways to control their heating and hot water systems to best efficiency

As a result, older people will save money on fuel bills and will be better able to maintain an affordably warm and healthy heating regime. This will help them to manage health conditions that would have been worsened by living in cold damp homes. They will also be more financially resilient, better able to sustain independent living and have money for other things (e.g. going out and seeing people).

1 Marmot Review (2011) The Health Impacts of Cold Homes and Fuel Poverty2 Scottish Government (2013) Scottish House Condition Survey: Local Authority Report: 2010-123 General Register Office for Scotland (2013) ‘Seasonal Increase in Mortality in the Winter’4 Faculty of Public Health, Help the Aged, et al. (2003) Fuel Poverty and Health: A guide for primary care organisations, and public

health and primary care professionals

“Living in warm, dry homes rather than cold, damp homes can not only reduce mortality, but also reduce illness and promote faster recovery from illness, preventing unnecessary hospital admissions, support timely discharge and maximise independent living. Ensuring warmth at home is therefore an essential part of integrated care. Action to eliminate cold, damp homes could lessen the winter pressure on the NHS.” 4

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Changeworks’ model of prevention

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Our approach involves advocating for people, whilst building their skills and confidence to deal with future energy and financial issues. We adopt a flexible approach to meet the needs of individuals. We work with volunteers, many of whom are older. This means that we can reach more people, but also build in greater rapport with older people.

We know that directly advocating for people reduces stress, especially where fuel bills and heating issues are complex or intractable. Where possible we leave people with greater understanding and confidence to deal with new issues as they arise. This might just mean knowing where they can turn to for help or how to do things for themselves (e.g. adjust heating controls).

We have learnt that we need to be flexible in the time allocated to visits. Sometimes it takes a bit longer to get the information we need and we don’t want people to feel rushed or flustered. This does not build confidence.

We have also found that sometimes it’s helpful to work with carers or carer support organisations. This makes our advice more accessible or that older people have additional support to take practical steps. An added benefit is that the carer and carers support staff can benefit from the advice too.

What makes us successful?

© Changeworks 2006 Photography: Stuart Pennykid

Through our Heat Heroes5 project we work with a team of volunteers. We have a preference for older volunteers who can deliver peer advice to older clients. We have found that as peers, older volunteers are able to build trust and rapport. They can also adapt their language and approach, based on their own experiences. With a team of volunteers we have been able to reach a higher number of people than we could with paid staff alone. This approach works well for basic advice and paid staff can be consulted for specialist advice.

Volunteers benefit themselves from volunteering. They gain knowledge and skills, they meet other volunteers and they are able to help others in their local community.

5 http://www.changeworks.org.uk/projects/heat-heroes

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Evidence shows that clients are satisfied with our approach and that we make a difference. Evidence from volunteers shows that they also benefit from volunteering.

Client feedback

Over the project as a whole 80 per cent of clients said they understood ways to save money on their energy bills after our affordable warmth support. This compares with 20 per cent before support.

On this page there are a selection of quotes from clients advised since October 2013 on how the service has helped them to reduce stress or build their confidence.

Specifically in relation to Heat Heroes (see page 7 for further evidence):

• 93% of clients are happy or very happy with the support they received from Heat Heroes

• Of the 335 clients engaged by the project in 2013/14, 33% reported an improvement in their health and wellbeing

Volunteer feedback

Evidence from six of our volunteers shows that volunteers benefit from their volunteering experience (see page 7). The chart page 7 shows their answers to five questions. All said they enjoyed their volunteering experience and have the resources to volunteer effectively. Five out of six said they had increased their skills, experience and confidence.

Evidence that our approach works

“Advisor helped me understand reading energy meters, was of great help to me with all aspects of energy, costs, etc. This delivery to me has uplifted my spirit and empowered me to feel confident and ‘richer’ money wise.”

“I wasn’t sure what decisions to make, but your support has completely turned my life around, from being a worried wreck, I now have back control and confidence.”

“Thank you for the advice it is really helpful, and I now feel completely unworried about my gas and electricity bills. You are a blessing.”

“The advisor was very friendly, patient and caring. They have saved me money on my heating bills. Plus gave me lots of advice on other little things that I can do to save me money.”

“Many of our tenants are struggling to make ends meet in the current economic climate and things are only going to get tougher over the coming winter. Energy bills are a big worry and to have Changeworks on hand is invaluable.” Melville Housing Association

Case study

This case study illustrates the benefits of working with older volunteers.

Hugh Hood, 82, is a volunteer with Heat Heroes. Hugh was assigned to visit Mrs Gordon, also 82, a frail lady who needs two sticks to get around following a bad fall in the spring. Hugh was able to deliver advice on getting better control of her heating, turning off appliances and lighting when not in use, and tips on saving energy whilst cooking. He made reference to shared experiences like growing up in post-war Britain. Hugh was also able to address other issues like the importance of Mrs Gordon wearing her panic button, and how to avoid loneliness by accessing local social groups.

The visit took over two hours, longer than a paid advisor could commit. His flexibility means he can stay longer, take his time and deliver advice above and beyond requirements.

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Client feedback

Volunteer feedback

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Evaluation Support Scotland, 5 Rose Street, Edinburgh EH2 2PR t: 0131 243 2770 e: info@evaluationsupportscotland.org.uk

Evaluation Support Scotland is a registered Scottish charity No. SC036529 and a company limited by guarantee, registered in Scotland, No. SC284843.

Photographs provided by Changeworks. Thank you to all who gave permission for use of photographs.

Supported by:

A Stitch in Time? is a partnership project to support the third sector to collect and present evidence about its contribution to Reshaping Care for Older People (RCOP). The programme runs from April 2013 to March 2015 and focuses on third sector organisations working with older people and carers in Lothian.

A model to explain the third sector contribution to Reshaping Care for Older People

Indicator Bank for third sector outcomes for older people 

Focus on third sector interventions that make the physical and social environment more age friendly

Focus on third sector interventions to enable older people to keep or be more socially connected

Evaluation Support Scotland (ESS) works with third sector organisations and funders so that they can measure and report on their impact.

www.evaluationsupportscotland.org.uk

A Stitch in Time? publications

To accompany this series there are evaluation case studies and a number of evidence reviews. To see all publications associated with A Stitch in Time please see Evaluation Support Scotland website.

Focus on third sector interventions that allow older people to stay positive and in control

Focus on third sector interventions to enable older people to keep or be more financially and materially secure

Focus on third sector interventions that make the system work better for older people

Focus on third sector interventions that ensure healthy and active ageing