Success Story | Wirral Council
How Wirral Council reduces energy bills for low-income households
A study by the Office for National Statistics reports 48% of adults find it “very or somewhat difficult” to afford their rising energy costs. For Wirral Council, home to some of the most deprived wards in the country, households feel the pinch. This project, which resulted in decreased energy bills for almost 300 households, was recently recognised in the Granicus 2022 Digital Public Sector Awards as a finalist in the ‘New Initiative’ category.
Armed with a £2.3 million Government allocation for improving energy efficiency for low-income households, Wirral Council launched the scheme known as the Green Homes Grant, with the aim to help to reduce fuel bills at a time when people are increasingly struggling with the steep rise in prices. These efforts would also help Wirral reach its’ larger objective of attaining net-zero emissions by 2041.
Granicus’ digital self-service solution, govService, stepped in to provide seamless support that helped Wirral Council manage a significant number of applications and connect residents with much needed economic relief.
SITUATION
Between March and December 2021, residents and landlords were able to apply for the Green Homes Grant. Applicants were required to have a property located in a specific area within the borough and a gross household income below £30,000 per year or below the Minimum Income Standard. Further, the property should have an Energy Performance Certificate (EPC) rating of D, E, F, or G. If selected, grantees could then use funds for insulation, replacing single glazing with double glazing, and solar panels.
The Combined Authority appointed a contractor to carry out the works. It was important that a pipeline of households was ready to receive works before the contractor was appointed.
Between March and December 2021, residents and landlords were able to apply for the Green Homes Grant. Applicants were required to have a property located in a specific area within the borough and a gross household income below £30,000 per year or below the Minimum Income Standard. Further, the property should have an Energy Performance Certificate (EPC) rating of D, E, F, or G. If selected, grantees could then use funds for insulation, replacing single glazing with double glazing, and solar panels.
The Combined Authority appointed a contractor to carry out the works. It was important that a pipeline of households was ready to receive works before the contractor was appointed.
Wirral’s web team worked with the Housing Strategy team to develop the application process within govService. The web team used the GOV.UK design standards, to make sure the form and web page were user-friendly and created a seamless application experience.
The form allowed both tenants and landlords to apply for a grant. With a very specific group or areas eligible for the grant, an address lookup created within the form helped applicants check their property’s eligibility. The form also required consent to be given, ensuring landlords and tenants agreed about any works on a property, and allowed applicants to upload evidence of low income, which streamlined the process.
Applicants without internet access could apply over the phone through the council’s partner, Energy Projects Plus, who then used the govService form to assist completing applications.
First, an appointment was made to carry out a survey that established the energy efficiency rating for properties without one. It also established the type of works that would best benefit the property, and the potential cost. Initially, surveyors also had to confirm the residents’ proof of income documents if they had applied by phone.
To improve the process, an evidence submission form was developed in govService. This was sent to applicants who applied by phone, so that they could submit proof of income documents. This saved the surveyors huge amounts of time meaning they could take more calls, assisting more households with completing the application.
SOLUTION
Using govService enabled Wirral to quickly develop a user-friendly application process that was vital to the success of the project to meet the immediate impact of applicants created by Wirral’s effective marketing campaign.
The online application system allowed the council to properly gather and check resident information before a contractor was appointed. Wirral was then in a strong position to begin works and surveys very early in the project while other local authorities were still generating leads.
A total of 434 applications were received and around 300 of these homes in Wirral will benefit from energy efficiency improvements that will save them money and reduce their carbon footprint.
RESULTS
The speed of delivery by Wirral meant the Combined Authority was able to successfully request additional funding, reaching beyond the originally approved 250 homes to meet their target.
Wirral Council received positive acknowledgement of the online application process from the Liverpool City Region Combined Authority, and their process has been adopted by other authorities in the City Region, helping to benefit more residents in those areas.
govService was used to build an application process for a subsequent scheme, known as the Sustainable Warmth Fund. Replicating the Green Homes Grant process and fitting it to the needs of different eligibility criteria saved significant time and allowed the council to recruit applicants much more quickly.
