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 Recommendations for financial support and measures to improve energy efficiency in your home

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Energy advice & Management of local grants

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Action Surrey - Surrey's Low Carbon Community

Call us:

Keep up with the latest news, events and blog posts...

Local Authority Delivery Project Achievements

2,500 residents helped

1,073 tonnes of CO₂ saved

710 properties improved

Read some testimonials from our residents

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Action Surrey - Surrey's Low Carbon Community

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Action Surrey - Surrey's Low Carbon Community Call us: Keep up with the latest news, events and blog posts... 2,500 residents helped 1,073 tonnes of CO2 saved 710 properties improved Read some testimonials from our residents

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For financial, welfare and wellbeing support for Surrey residents

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For financial, welfare and wellbeing support, you can access information online in our health and welfare support pages.

If you are unable to find the right help and support on these webpages you can speak with a member of our community helpline team. You can talk through your needs with them and they will help to point you in the right direction for financial, welfare or wellbeing support in Surrey.

Contact details

Call charges

Calls to 03 numbers from any network will cost no more than those to 01 and 02 numbers and count as part of any call package. The cost of calls per minute depends on the network. Please check with your provider. BT customers may be able to call 03 numbers for free.

Please note: Calls may be recorded for training and monitoring purposes.

Address

Contact Centre, First Floor, Dakota, De Havilland Drive, Weybridge, Surrey KT13 0YP

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You can speak with a member of our Community Helpline Team who can talk through your needs with you and point you in the right direction for financial, welfare or wellbeing support.

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Surrey Fire & Rescue - Safe and well visits

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Surrey Fire & Rescue - Safe and well visits

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Many fires at home start accidentally and can have a devastating impact on the occupants and their possessions. Knowing how to reduce the risk of fire in your home is an important part of living safe and well.

The best way to keep safe from fire is to understand common fire hazards and reduce the risk from them in your home. Using the NFCC home fire safety checker is a great first step to fire safety in the home.
Free online home fire safety check
This easy-to-follow home fire safety check has been developed through a partnership between the National Fire Chiefs Council (NFCC), Fire Kills and Safelincs. It will take you through your home one room at a time and the simple questions will help you spot fire potential Hazards as you go around your home.

The tool will offer tips and advice on the steps you can take to reduce the risk of a fire. At the end, you will receive a personalised fire safety action plan to help keep you and your household safe.

The information will be shared with Surrey Fire and Rescue Service if you need additional care and attention; a member of the Surrey Fire and Rescue Service Team will be in touch to arrange a free Safe and Well visit to your home to ensure that you are safe.

Alternatively you can book your free safe and well visit by:

Calling us free on 0800 085 0767

Text/SMS 07971 691898

About Safe and Well visits

We believe that successful firefighting starts with prevention. So we have introduced a service where we can visit you, a loved one, or someone you care for at home to provide personalised advice about fire safety.

It's totally free, available 24/7, and we will even fit free smoke alarms during the visit if you need them.

We'll visit your home at the arranged time, day or night, and share our expertise. The visit is friendly and informal, and there's no need to tidy up or provide refreshments we're here to keep you safe, not for the tea! After a chat about fire prevention, we'll ask you to show us around your home so we can provide personalised advice on:

Cooking and smoking

Heaters and heating

Candles and fireplaces

Detection systems (smoke and heat alarms)

Bedtime checks

What to do if there is a fire

Extra help and support

Depending on your personal circumstances, we might also suggest extra help and support from other organisations. This could be to discuss things like fire retardant bedding or linking a smoke alarm to your Telecare system.

Do you know someone at risk?

We're committed to making sure everyone in our community has the right protection and prevention advice to help them maintain their safety, independence and quality of life. However, the following factors can increase a person's risk and vulnerability to fire, and reduce their ability to escape if a fire starts.

If you know or work directly with anyone who would answer yes to the following statements, please give them our details to arrange a free Home Fire Safety Visit. If they would prefer, you can also organise a visit on their behalf.

Smokes in their home

Is over the age of 60

Lives alone

Has: a) limited mobility, b) a hearing impairment or c) is blind or partially sighted

Would have difficulty responding to, or escaping from, a fire

Has had a fire before, or shows signs of burns or scorching in the home

Has learning disabilities

Is supported by family, carers and friends

Has a mental health condition such as dementia or depression

Has drug or alcohol dependencies

Doesn't have an alarm in all areas where a fire might start

Collects or hoards in their home

Are you, or are they, the parent or carer of a child or young person who set fires

Please let us know about your Safe and Well visit

As you have received a Safe and Well visit from us recently, we would appreciate if you could complete this short questionnaire to tell us how we did.
Safe and well visit feedback form

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Surrey Fire and Rescue service - Safe and well checks for your home - Surrey County Council

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Advice on making a fire escape plan, what to do if escape routes are blocked or clothes are on fire,how to get extra help by requesting a safe and well visit.

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Following the energy price cap announced by Ofgem, energy bills are set to increase significantly from October, and again in January 2023. Every household will be offered a £400 energy grant by the Government to help this winter, but this won't cover the extra cost. However, there are some ways you can reduce your energy usage:

Save £125 a year - draught-proof windows and doors

Save £95 a year - keep your shower time to just 4 minutes

Save £70 a year - set your boiler's flow temperature between 55 - 60 degrees *

Save £70 a year - avoid using the tumble dryer

Save £70 a year - insulate your hot water cylinder

Save £65 a year - switch appliances off standby mode

Save £43 a year - don't overfill the kettle and fit an aerator onto your tap

Save £34 a year - wash at 30ºC and do one less wash a week

Save £25 a year - turn off lights when not needed.

Save £20 a year - swap one bath a week for a shower

Save £17 a year - reduce your dishwasher use by one run per week.

Source: The Energy Saving Trust. Visit their website for further help and advice for heating your home.

*Source: The Heating Hub

How we can support you

£25,000 to help reduce energy bills this Winter

Grants of up to £25,000 are now available for eligible Surrey residents to help make their homes warmer and more energy efficient. People living in hard to heat homes and on lower incomes could receive grants between £10,000 and £25,000 to improve insulation and install renewable technology such as solar electricity panels, which help reduce energy costs. Check if you are eligible by visiting the Action Surrey website or by calling an advisor on 0800 783 2503.

Energy Advice Tool coming soon

The Energy Advice Tool is currently under development and is expected to launch in November 2022. Please check back in the future for updates.

Our Energy Advice Tool will be designed to help any Surrey resident with their energy use. Answer a short series of questions and we'll provide you with information tailored to your personal circumstances. Based on the answers you give, you will receive a list of options available to you, which can help:

Reduce energy use

Find free or part funded schemes to make your home more energy efficient

Signpost you to debt relief grants

The tool will be updated regularly with new schemes and offerings, so check back regularly for updates.

We will also run in-person sessions which can help with this tool throughout our "Warm Hub" network. For more information about "Warm Hubs" visit the our welfare support web pages under the "Local Support to Stay Warm" section.

Support from others

Contact your electricity and gas suppliers for advice, payment breaks, grants and free equipment such as eco shower heads

Water Companies offering discounts to eligible residents details can be found here:

South East Water: Help paying your bill | South East Water

SES Water: Help paying your bill | SES Water

Thames Water: Financial support | Account and billing | Help | Thames Water

Affinity Water: Struggling to pay your bill? - Affinity Water

For advice on how to reduce your energy use and carbon footprint, call Action Surrey on 0800 783 2503 to speak with an energy advisor or email them at info@actionsurrey.org.

Go to a Warmth Matters Energy Club for free advice on saving energy and reducing energy bills or call them on 07521 503 696

Citizens Advice Bureau can offer help to complete forms to access grants.

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Following the energy price cap announced by Ofgem, energy bills are set to increase significantly from October, and again in January 2023. Every household will be offered a £400 energy grant by the Government to help this winter, but this won't cover the extra cost.

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Home Energy Advice Team - Surrey County Council

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The Home Energy Advice Team (HEAT) is an innovative approach to tackling energy inefficiency across Surrey. Providing free energy efficiency assessments.

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Home Energy Improvement One-Stop Shop - Surrey County Council

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Surrey’s new end-to-end expert support service for households that wish to install energy saving measures and future-proof their homes

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Apply for support from the Great British Insulation Scheme

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Check if you can get free or cheaper insulation to reduce your home’s energy bills - including cavity wall insulation and loft insulation.

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National Energy Action is the national charity, helping you with your energy bills. This leaflet helps if you owe your gas or electricity supplier money. You’re not alone – help…

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Home energy advice leaflets - Centre for Sustainable Energy

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Home energy advice leaflets - Centre for Sustainable Energy

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Home energy advice leaflets - Centre for Sustainable Energy

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Advice on insulation, energy bills, using heating controls, smart meters, boilers, heat pumps, solar panels, meters, heaters and more

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Support when there’s an interruption to your electricity, gas or water supply.

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The Priority Services Register (PSR) is free to join. It helps utility companies, including energy suppliers, electricity, gas and water networks like us to look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who need extra help with everyday energy matters like bills, and also in the unlikely event of a power cut, gas or water supply interruption.

We're working together to make sure that your property receives all the support services covered by the Priority Services Register. By telling us once, we update your PSR request with your energy supplier (the company you pay your bills to) and your regional network companies including electricity, gas and water.

The PSR promise is made by all participating energy companies in England, Wales and Scotland. We will always follow privacy laws and your PSR information will never be used for marketing.

If you already know which company delivers your electricity or gas, just click on the links below for extra information and to register.

Or if you are unsure, just enter your postcode above to find out and be directed to your electricity and gas company.

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The PSR - The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there's an interruption to your electricity or gas supply - PSR

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The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there's an interruption to your electricity or gas supply.

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Surrey Coalition - Cost of Living support

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Surrey Coalition - Cost of Living support

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Cost of Living Support - Surrey Coalition of Disabled People

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We know that the cost of living crisis is really having an impact on our members. We have been busy working behind the scenes to try and put in place some

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The Surrey Crisis Fund is a discretionary fund run by Surrey County Council. It provides financial help to Surrey residents who have nowhere else to turn in an emergency or following a disaster.

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Important Notice - January 2023

We are currently experiencing very high demand for our services and there may be a delay in responding to your application.

Please note, we aim to respond to applications within three working days for applications for financial assistance and five working days for applications for assistance with white goods and furniture.

Applications can be submitted during the week between 10am and 2pm, Monday to Friday.

This scheme cannot provide any replacement white goods or furniture.
All awards are discretionary, and all applications will be subject to financial assessment and qualifying criteria.
Page contents

About the fund

The Surrey Crisis Fund is a discretionary fund run by Surrey County Council. It has been running since 1 April 2013, and was formerly known as the Local Assistance Scheme. It provides financial help to Surrey residents who have nowhere else to turn in an emergency or following a disaster. It also can provide assistance to set up a home in the community where no other funds or resources are available.

What help is available?

The fund can provide support for immediate needs after a disaster or in an emergency, where no other options are available. We may be able to assist with:

food and toiletries

essential white goods and furniture; please note we do not provide replacement items

certain utilities

emergency travel costs (hospital appointments, job interviews, etc)

Other support may be available and this will be considered when you apply.

Repeat applications will be considered but the fund aims to support people for one occasion and signpost to long-term help to prevent ongoing need.

If you are experiencing difficulties with debt, we are unfortunately not able to help directly but there is advice and support available at the Breathing Space debt support page.

We do not help with the following:

Replacement white goods

Replacement furniture

School uniforms

Flooring/carpeting

Boiler replacements or repairs

Removal and storage costs

Television or satellite cost or repair

TV license

Housing costs; arrears or rent, or repairs

Costs normally met by state support or benefits including Universal Credit

Installation of a telephone or telephone line

Costs associated with care provision

Non-essential white goods and domestic appliances

Utility, tax or insurance bills

Who can get help from the Surrey Crisis Fund?

To be eligible for the fund you must be:

at least 16 years old

able to prove that you are a Surrey resident or prove that you intend to live in Surrey within the next 28 days

on a means-tested benefit or unable to access sufficient funds

You must also need:

emergency funds to meet the basic needs of yourself or your dependents and/or:

support to set up a home in the community

Support to set up a home in the community may be available where:

you are moving into a partially furnished or unfurnished property and

do not have basic essential household items/white goods and

do not have the means to provide these items for yourself.

There may be other exceptional circumstances which can be considered when you apply.

Applications for white goods/household items will be considered no more than one week prior to the tenancy start date.

If you are in need of emergency funds because you are waiting for your next benefit payment, before you apply to the Surrey Crisis Fund you must first ask the Department for Work and Pensions (DWP) at a Jobcentre Plus office if you qualify for a Budgeting Loan, or if you are on Universal Credit, a Budgeting Advance.

If you are applying for Universal Credit for the first time and you are in need of assistance you must apply for a Universal Credit Advance; you will need to discuss this with your Jobcentre Plus advisor and you may be asked for evidence of this discussion.

Who cannot get help from the fund?

If your benefit payments have been sanctioned by the Department for Work and Pensions (DWP) then you will not qualify for assistance. In this instance you must contact Jobcentre Plus to apply for a Hardship Payment, your eligibility for this will be assessed by the DWP. If you do not agree with your sanction you should appeal this decision to the DWP.

Applying through Citizens Advice

Currently, due to the ongoing pandemic, most Citizens Advice offices are closed for face-to-face drop in access, but clients can still access support from Citizens Advice by email and phone and some Citizens Advice offices may be able to offer limited face to face appointments. You can find your local office's contact details on the Citizen Advice Bureau website, if you require help with making an application.

If you are unable to get help with your application from Citizens Advice, please email us.

If you cannot send an email, please contact the Surrey Community Helpline on 0300 200 1008, and they will take your details and pass them to us. Calls to 03 numbers from any network will cost no more than those to 01 and 02 numbers and count as part of any call package. The cost of calls per minute depends on the network. Please check with your provider. BT customers may be able to call 03 numbers for free.

Where can I find out more?

Please read the Surrey Crisis Fund policy. If you have a general enquiry about the scheme, please send an us an email and someone from the team will be in touch within three working days.

Email: surreycrisisfund@surreycc.gov.uk

How do I apply?

If you are applying for financial assistance, we will aim to contact you within three working days; if you are applying for assistance with furniture and/or white goods, we will aim to contact you within five working days. We will call between 9am and 5pm Monday to Friday.
If you are in receipt of Universal Credit, please select 'Other' on the income section of the form. APPLICATIONS ARE CLOSED AND WILL REOPEN AT 10AM TOMORROW, 13/01/23
Accessibility

If you have a disability that prevents you from using our online form, please call the Surrey Community Helpline on 0300 200 1008.

Next steps

You will be called from 0331 143 5555; please save this number in your phone as Surrey Crisis Fund to avoid our calls being ignored. If we cannot speak to you after three attempts, your claim will be rejected and you will need to reapply if still in emergency need.

You cannot call us, but can email us at surreycrisisfund@surreycc.gov.uk if you would like a call at a specific time; we cannot guarantee that we will call you 'on the dot' but will do our best to call around that time.

If you have no access to the internet, you may get help to access the internet at your local library or by visiting your local Citizens Advice office who can help you to apply online.

Please note: Never use the copy/paste function to enter information in the form. If you do this, the system may not recognise that you have completed that field and may not allow you to continue. If you have done this you will need to remove the information from the form and re-enter it before continuing.

Once you have submitted your online application, you (or your representative) must be available by telephone between the hours of 9am-5pm, Monday-Friday. This will enable us to complete your application and make a decision on any help we can provide. If you have no access to a working telephone, please visit your local Citizen's Advice Office for assistance.
This is an emergency service, therefore if you are not available for us to speak to within three working days, your application will be cancelled and you will need to make a new application.
If you are applying on behalf of someone else: Please ensure you understand what we can help with and that you have permission from that person to apply to the Surrey Crisis Fund. Please ensure all information entered is accurate and up to date, as any errors may result in a delay to the application. Please also ensure that the person is aware that an application has been made and is expecting our call to complete the application.

Please Note: The Surrey Crisis fund officers are here to try to help you. They will treat you fairly and with respect. In return, we expect you to treat our team members politely and respectfully. Verbal abuse of any kind will not be tolerated. If any verbal abuse is directed towards our team members, the call may be terminated and you will not get any assistance. Such behaviour may also result in a permanent ban from the fund.

What if I am not happy with the outcome?

If you are not happy with the outcome of your application you can ask for the application to be reviewed. In such cases an independent person from within the team will undertake the review. The review will take place immediately where possible and the same working day when it is not.

If you are not happy with the way your application was handled, you should follow the council's complaints procedure. If you are not happy with the outcome of this, then you can make a complaint to the Local Government Ombudsman.

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We are currently experiencing very high demand for our services and there may be a delay in responding to your application. Please note, we aim to respond to applications within three working days for applications for financial assistance and five working days for applications for assistance with white goods and furniture.

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Local venues that Surrey residents can access for a free hot drink and other support services between November and March.

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Our Warm Welcome Scheme for 2023/24 has now closed. However, many community venues remain open all year round and details of the services provided can be found on the map below.

For further cost of living information and support, please visit our Health and Welfare Support page.

If you are unable to find the right help and support on these webpages you can speak with a member of our community helpline team. You can talk through your needs with them and they will help to point you in the right direction for financial, welfare or wellbeing support in Surrey.

Find community support near you

There are many community venues across Surrey in a variety of spaces including community and church halls and leisure centres.

The map below shows where these venues are currently located within Surrey. To find a venue near you either click on a marker, type in your postcode or find a venue within a five mile radius using the 'near me' option in the map menu.

Alternatively, you can see a list of all the venues in Surrey.

View larger map

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The map below shows where Warm Welcome Spaces are currently located within Surrey. These are places where you can drop in, get warm and meet others

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Advice sessions for groups and individuals at various locations across Surrey, helping households with a mixture of light-touch advice at events, face-to-face appointments at community venues and telephone support

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Warmth Matters - Surrey Community Action 

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Warmth Matters - Surrey Community Action 

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Spotting the signs of fuel poverty: home visits

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We believe that successful firefighting starts with prevention. So we have introduced a service where we can visit you, a loved one, or someone you care for at home to provide personalised advice about fire safety.

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Surrey Fire & Rescue - Safe and Well visits

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Surrey Fire & Rescue - Safe and Well visits

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Surrey Fire and Rescue service - Safe and well checks for your home - Surrey County Council

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Advice on making a fire escape plan, what to do if escape routes are blocked or clothes are on fire,how to get extra help by requesting a safe and well visit.

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Facts, figures and key information about fuel poverty. Including information the health dangers of living in cold damp homes.

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Fuel poverty: know the signs – Green Doctors London

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In the UK, 1 in 7 household are living in fuel poverty, unable to afford to effectively heat their homes. A situation made worse by high energy prices, dwindling household incomes and low standards of domestic energy efficiency including poor quality housing stock.

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Overview | Excess winter deaths and illness and the health risks associated with cold homes | Guidance | NICE

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This guideline covers reducing the health risks (including preventable deaths) associated with living in a cold home. It aims to improve the health and wellbeing of people vulnerable to the cold. Improving the temperature in homes, by improving energy efficiency, may also help reduce unnecessary fue…

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JSNA Housing and Related Support | Surrey-i

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This chapter was published in January 2024 and is due to be reviewed by January 2026

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A summary of the 2023 headline fuel poverty figures and the key characteristics of the fuel poor in 2023.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email alt.formats@energysecurity.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

The 2024 fuel poverty factsheet summarises the 2023 headline fuel poverty figures and the key characteristics of the fuel poor in 2023 under the Low Income Low Energy Efficiency ( LILEE) indicator.

If you have questions about these statistics, please email: fuelpoverty@energysecurity.gov.uk.

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A summary of the 2023 headline fuel poverty figures and the key characteristics of the fuel poor in 2023.

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Dashboard of fuel poverty and consumption in Surrey as well as other associated datasets which may be relevant to fuel poverty

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Fuel Poverty and related statistics - Surrey-i

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Fuel Poverty and related statistics - Surrey-i

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The latest report in our flagship Hunger in the UK research series provides a ‘state of the nation’ look at the scale and drivers of food bank provision and food insecurity across the UK.