Prosiect Sero Net Gwynedd has come to an end – for now. For the last 15 months, DEG worked as part of a partnership providing advice for individuals facing fuel poverty. However, our Energy Officers are still available to provide advice on energy bills, energy-efficiency measures and improving your home. We also have staff available to complete Retrofit Assessments on domestic and non-domestic buildings such as sports clubs and community halls – contact gwenno@deg.cymru for more information.
Here are a handful of case studies showing the real world impact of the project:
Case Study 1: A young couple with a one-year-old child living in social housing . Their main challenges were cost of living, debt, and a broken electricity meter.
Before Our Support: The electricity meter was broken, causing concern about potential debt. They had excessively topped up prepayment keys while waiting for it to be fixed, a process that took months despite their attempts to contact the supplier, as their supply wasn’t fully interrupted and thus not deemed urgent. Various other factors were causing huge financial stress for the family, which had a knock-on effect on their mental health.
What We Did: Energy Officers initially visited the family to help with the broken electricity meter and sent a complaint to the supplier about the meter. Although they sent an engineer to install a Smart Meter, it couldn’t be done as the house was unsuitable. The client then contacted the Ombudsman to file a complaint.
We provided the family with a heated throw and an energy efficiency pack containing information sheets on damp, saving energy, and smart meters. They also received a food parcel from the Arfon Food Bank and a fuel voucher worth £96 from the Fuel Bank Foundation to top up their gas meter . We referred them to The Citizens Advice Bureau for help with debts they were struggling with, and we applied for an Emergency Assistance Payment through the Discretionary Assistance Fund, which was granted at £111 .
Impact: Our intervention had several positive impacts. The Ombudsman ordered the electricity provider to send an engineer to replace the broken meter, credit the account with the money spent on prepayment keys, clear any debts older than 12 months (which turned out not to be needed, as it turned out the client wasn’t in any electricity debt), apply a guaranteed standard of service failure payment of £180, a goodwill payment of £150, as well as issue a formal apology.
Feedback from the Household: “The support from DEG’s energy officers has been incredibly impactful. Their insightful advice and guidance have not only helped me understand my energy usage better but have also empowered me to make smarter, more sustainable choices moving forward. With their assistance, I feel more confident in my energy management, and I’ve already seen positive changes…. Thank you again for your exceptional support. You’ve truly made a difference, and I couldn’t be more grateful for the guidance and assistance provided.”
Case Study 2: A couple of pensionable age living in a detached house. Their main challenges included sub-optimal energy tariffs and utility provider, the property not being connected to energy export (SEG), technical issues with their smart meter and overall energy monitoring, high energy bills, and a lack of proper handover after the installation of energy efficiency measures .
Before Our Support: The family had qualified for various energy efficiency measures like insulation, a heat pump (ASHP), and solar PV through the GOV.UK ECO4 program. However, despite these measures being installed almost a year earlier, they had not received a proper handover and guidance on how to use the new technologies . Although their property had roof-mounted solar PV (without a battery), they had not been connected to receive financial compensation for exported excess energy through the SEG scheme . They were also on a sub-optimal energy tariff, leading to relatively high energy bills . Furthermore, the energy monitoring gateway had technical issues, resulting in incorrect data.
What We Did: After explaining all the possible options to the family, we helped them to change energy supplier and fix their energy tariff from a variable rate to a 12-month fixed rate. We also registered the household for financial compensation through net-metering for any excess energy exported to the grid through the Smart Export Guarantee (SEG) scheme. Additionally, we liaised with providers to help resolve the technical issues with their energy monitoring and smart meter data collection.
The SEG tariff was also changed from an initial 4p/kWh to a fixed rate of 15p/kWh, potentially increasing their annual income from SEG by up to £2756 . We also helped them evaluate the possibility of opting for on-site energy storage (battery) with appropriate agile energy tariffs . They received free tailored energy and grant-related advice on-site, along with behaviour change tips, a free LED bulb, and a bilingual accessible information pack covering topics like condensation, grant funding, heating strategies, and smart meters. We also discussed the benefits of smart local energy systems and provided advice on their heat pump.
Impact: The support provided by Prosiect Sero Net Gwynedd had a significant impact: their energy bills were potentially reduced by £131.8 per year, with possible income from SEG excess energy export ranging from £100-375 per year. The household experienced increased energy resilience and self-sufficiency and reported feeling “less stressed” about managing their energy use.
Feedback from the Household: “The advice and support we received has made a huge difference. We were surprised to hear that this was a completely free service! This type of work should be supported on an ongoing basis.”
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Case Study 3: A family of four adults living in an end-terraced Grade 2 Listed House. Their main challenges were high energy consumption, prompting them to request a home visit for a bills analysis and an energy efficiency survey, leading to a report.
Before Our Support: The family felt they were paying too much for their energy and sought advice on switching tariffs, getting a smart meter, and whether to fix their tariff or stay on the price cap. Due to planning restrictions associated with their listed building, they were unsure about potential energy efficiency measures. The family was keen to explore available grants for significant property improvements related to energy efficiency and to identify the least energy-efficient areas of their home, along with possible solutions.
What We Did: We visited the family to provide a bills analysis and gave advice on switching tariffs and whether to fix or stay on the price cap. We inquired about the suitability of their property for a smart meter, considering the thickness of the walls. They received a grants advice session, and we conducted an energy efficiency survey on their property. Following the survey, we produced and shared an energy efficiency report . We explained the report’s findings and provided some low-cost items, including a hygrometer (which measures moisture in the air to help with mould issues), wiper seals, and a timer, to address some identified issues.
Impact: Although only a few months of data were available, the client felt they were consuming approximately 5% less energy compared to the same period the previous year . They also stated that the house felt a lot warmer for longer after implementing the energy efficiency measures. As a result of our advice, the client is in the process of changing supplier and fixing their tariff. Significantly, compared to the previous year, they no longer needed to use a secondary oil-filled radiator in the kitchen while working from home, and they have now changed all the lightbulbs in the house to LEDs.
Feedback from the Household: “The advice has been far easier to follow than I thought it would be… The house now feels a lot warmer. Also, advice to use a curtain and blind to save heat on a window… It has made a world of difference to the bedroom, and has cost almost nothing.
The Energy Officer pointed out that the expeller in the kitchen was letting cold wind in… There’s no money to change it, but I’ve taped it up temporarily, and now the kitchen is a lot warmer as a result!… I feel the project has helped me a lot to spend my budget more effectively on doing the smaller things, which have had a snowball effect on our energy consumption. I also feel it is great that there is help out there for families like us, who do not qualify for grants but can’t afford to spend loads of money on expensive energy saving things like solar panels!”
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Quotes from other people helped through Prosiect Sero Net Gwynedd:
“I have been very impressed by the support given to me by the Energy Officers through PSNG, my whole house is now warm and toasty at an affordable rate. The help given by the Energy Officer was invaluable and my outlook for the future is now much more positive. I am nearing retirement age and the thought of spending more of my time in that cold house worried me. But as a result of the help given to me, I can look forward to my retirement knowing that I can afford to be at home in a warm environment!”
“Thank you from the bottom of my heart, you and the hub [Hwb Ogwen] have helped me so much. Thank you for saving me money on my electric bill and dealing with the issues I had!“
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Although Prosiect Sero Net Gwynedd has come to a close, our Energy Officers are still available to provide advice on energy bills, energy-efficiency measures and helping you make your home cosier and more comfortable. We also have staff available to complete assessments on domestic and non-domestic buildings such as sports clubs and community halls – contact gwenno@deg.cymru for more information.