Question 1

What can the Welcome to Warmth programme fund?

Accepted Answer

The programme provides funding for a range of energy efficiency measures to improve your home's comfort and sustainability. Please note that the availability of each upgrade is dependent on the results of a survey. 
The upgrades that may be funded under the programme include the following:

• Cavity Wall Insulation 
 • Loft Insulation 
 • Room-in-Roof Insulation 
 • Air Source Heat Pump (ASHP)
 • Solar PV Panels 
 • High Heat Retention Storage Heaters 
 • Heating Controls

Any other home upgrades cannot be installed via the Welcome to Warmth programme.

Question 2

Why do I need to have ventilation?

Accepted Answer

Ventilation is essential during domestic retrofit projects because making a home more airtight to improve energy efficiency can trap moisture and pollutants inside. Without proper airflow, this can lead to damp, mould, poor air quality, and health issues. Good ventilation helps control moisture, keeps the air fresh, supports heating system performance, and ensures the home stays comfortable and safe. It’s also a legal requirement under UK building regulations when making energy upgrades.

Question 3

Will there be ventilation checks?

Accepted Answer

Please note that there will be checks to ensure the property has enough ventilation. This may involve adding vents or using mechanical fans, which are important to reduce condensation and dampness. The funding will cover the costs of these ventilation needs.

Question 4

Who regulates the quality of the work?

Accepted Answer

All installers working across government funded initiatives must meet quality standards regulated by government endorsed quality initiatives, for example Trustmark and MCS.

Question 5

Can I use my own installer to do the work?

Accepted Answer

We have a network of approved installers who meet specific standards and accreditations to be able to work on government initiatives.

Question 6

What happens during a survey?

Accepted Answer

An assessor will identify which energy-efficient upgrades may be suitable for the property to improve the energy efficiency performance. They will check both the outside and inside areas to see if there is enough space for the installation of necessary equipment. This may involve drilling holes in the walls for insulation, but these will be filled afterwards.

Please note that a more detailed technical survey might be needed before any work can begin.

Question 7

What if I’m having other works at the property?

Accepted Answer

Please only apply for funding once all renovation works have been completed (this may alter which upgrades are feasible).

Question 8

What if my property is empty?

Accepted Answer

The property will need to be occupied throughout the application process, and the household member(s) need to qualify.

Question 9

What if I’ve had energy efficiency upgrades installed under previous funding?

Accepted Answer

If you’ve previously had energy efficiency improvements under LAD or HUG funding, you may still be entitled to some Warm Homes: Local Grant funding. This is on the condition that, as a result of any further funding, the property either reaches an EPC rating of C or has low-carbon heating installed.

Question 10

What if I need my forms in a different format?

Accepted Answer

If you would like to change how you receive the form, you can reach us:

• By phone at 0800 038 6775
 • Or by email at info@welcomethewarmth.org.uk

Question 11

What if I have accessibility needs?

Accepted Answer

Contact us (as above)

Question 12

What documents do I need to send to show I am eligible for funding?

Accepted Answer

You’ll receive a declaration form outlining which documents we need to see from you as evidence that you’re eligible. It will also include a guidance document to explain what information your documents should have and which types of documents you need based on your household situation.

Question 13

Who is this for?

Accepted Answer

The Welcome to Warmth programme is open to owner-occupiers and private rental tenants only. Funding is not available to local authority or housing association tenants or those in shared ownership. If you are in a private rental property, then your landlord will need to provide their consent to upgrades and contributions they may need to make. We will contact your landlord separately to confirm this.
There are three main funding options available. Based on the information you provide in your application; our team will help you find the best one for you. We will need you to confirm your eligibility by providing us with the required documentation.

Question 14

What is the Warm Homes: Local Grant?

Accepted Answer

The Warm Homes: Local Grant (WH:LG) initiative, administered by the Government’s Department for Energy Security and Net Zero (DESNZ), offers funding to provide energy efficiency upgrades and low carbon heating to qualifying homes.

A key focus of the initiative is to improve the energy efficiency of homes, making progress towards the UK’s 2050 net zero commitment. It also aims to improve household health and wellbeing by reducing the number of cold homes and plays a crucial role in the government’s broader programme to make homes greener and more energy-efficient.

Question 15

Are there any checks following the installation?

Accepted Answer

We’ll contact you to make sure that you’re happy with the service and the installation. 
Some properties will also be chosen for in-person Quality Assurance checks.

Question 16

Who is responsible for any future maintenance after my upgrade(s) have been installed?

Accepted Answer

For owner occupied properties, the homeowner/owner-occupier will be responsible for any future maintenance and costs.

For private rental properties, the private rental landlord will be responsible for any future maintenance and costs.

Please note, details of your warranty cover will be provided by your installer following your installation.

Question 17

Who will own the energy efficiency measures once installed?

Accepted Answer

For owner occupied properties, the homeowner/owner-occupier of the property will own the energy efficiency measure(s) once installed.

For private rental properties, the ownership will be with the landlord.

Question 18

Will the surveyor confirm the measures I’ll be getting?

Accepted Answer

No, the surveyor is there to assess your home for potential measures, they are not able to advise on specific measures under this scheme. Nor will they be able to advise on any preparation required prior to installation.

Should your application proceed, your installer will advise you on any suitable measures, they will also advise you on any disruption or necessary preparations required.

Question 19

How long will it take between the survey and the installation?

Accepted Answer

It can take four to eight weeks between the property's survey and the start of the installation work. For certain properties, this can be longer, for example, if planning permission is needed.

Question 20

Do I need get any permissions?

Accepted Answer

If you are a private rental tenant: You will need permission from your landlord before any upgrades can be installed in your property. A landlord contribution may be required so please do ensure they are aware of you making an application.

If you are a homeowner/owner occupier: If your upgrade will affect the external appearance of your property (e.g. solid wall insulation or solar panels), we recommended contacting your local council to see if you need to apply for planning permission. We also recommend that you inform your home insurer to check that you have sufficient cover in place.

If you have a leasehold property you may need to check you have authorisation to make changes to your property.

Question 21

Where can I find more information about the upgrade I’m interested in?

Accepted Answer

Your assigned installer will be able to provide you with more information about the measure you are interested in. You can also find our explainer videos here (https://www.warmerhomes.org.uk/programme)or you can find further information on other websites such as the Energy Saving Trust.(https://energysavingtrust.org.uk/)

Question 22

Who do I contact if I have any questions?

Accepted Answer

General enquiries—If you have any questions before you apply, or if you'd like to escalate a matter or make a complaint, please contact our Customer Service team on 0800 038 6775 or email info@welcomethewarmth.org.uk. You can speak to our team Monday through Friday, 9am-5.30pm.

Applications—If you've started your application and have any queries regarding the declaration, evidence, or eligibility, please contact our Applications Team on 0800 107 8886 or email applications.team@agilityeco.co.uk.(mailto:applications.team@agilityeco.co.uk) The team is available Monday to Friday, 9am-5.30pm.

Installation—If you have any questions about your upcoming survey or installation (if approved), please speak with your assigned installer first, who will be able to provide you with more details. If they are unavailable, our Customer Service Team will be able to assist you. Please call 0800 038 6775 or email info@welcomethewarmth.org.uk. Our team is available Monday to Friday, 9am-5.30pm. Please note that all our phone lines are free to phone. Add retrofit@warmerhomes.org.uk

Question 23

What happens after I’ve submitted my application?

Accepted Answer

After you submit your application, we will conduct a desktop assessment to determine whether you and your property qualify for the scheme. If you appear to be eligible, we will send you an Information Pack along with a declaration form. This form is essential for us to verify your eligibility.

Question 24

Does Welcome to Warmth provide boilers and hot water tanks?

Accepted Answer

Boilers and hot water tanks are not available via the Welcome to Warmth scheme. However, you may be eligible for an Air Source Heat Pump or High Heat Retention Storage Heaters through the scheme.

Question 25

How is the Welcome to Warmth programme funded?

Accepted Answer

Oxfordshire City Council, along with 32 local authority partners, have secured funding through the Warm Homes: Local Grant (WH:LG) for insulation and energy-efficient heating upgrades, administered by the Government’s Department for Energy Security & Net Zero (DESNZ).

For eligible owner occupiers, home upgrades are fully funded by the scheme. For eligible private rental properties, landlords may be eligible for their first property to be fully funded by the scheme, but additional properties will require a 50% contribution from the landlord.

Question 26

My home doesn’t have an Energy Performance Certificate (EPC), or it has expired, can I still apply?

Accepted Answer

Yes, if you’re eligible for the Welcome to Warmth scheme but your home doesn’t have an existing EPC or it has expired, the Welcome to Warmth team can arrange for an EPC to be undertaken, at no cost to yourself, to check if your EPC rating qualifies you for the scheme.

Question 27

What means-tested benefits are eligible for the Welcome to Warmth Scheme?

Accepted Answer

The following means-tested benefits are eligible for the programme:

• Housing Benefit
 • Income based Jobseekers allowance (JSA)
 • Income related Employment & Support Allowance (ESA)
 • Income Support (IS)
 • Pension Credit Guarantee Credit
 • Pension Credit Savings Credit
 • Universal Credit (UC)

Question 28

What happens after I register my interest in the scheme?

Accepted Answer

Once you register your interest in the scheme, one of our friendly team will be in contact. Alternatively, you can apply online here.(https://www.welcomethewarmth.org.uk/application-form)

Question 29

What home upgrades are NOT provided under the scheme?

Accepted Answer

The following upgrades are not provided under the scheme:

• Underfloor insulation 
 • Double glazing windows 
 • Ground Source Heat Pump
 • Gas boiler
 • Electric boiler 
 • Warm Air Units 
 • Energy Saving Lightbulbs 
 • Draught proofing
 • Wind turbines 
 • Insulating tanks, pipes and radiators
 • Replacement doors or windows

Some upgrades may be available through the Warm Homes: Local Grant but are not currently offered by this consortium.

Call: (Freephone) 0800 038 6775 Email: info@welcomethewarmth.org.uk

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