Everyone in Fife deserves to live in a warm, safe and dry home. To ensure our service remains relevant and accessible, we regularly ask our participants for honest feedback on the support they’ve received from us.
Our 2025 feedback survey results highlight the vital role that compassionate, person-centred energy advice plays in our community. Here are some of the things we have learned this year.
More than just saving energy
While the core aim of our service is to help you save energy, our survey shows the impact of our advice is much deeper. For many energy issues are linked to mental health challenges such as anxiety or stress. Our survey found our energy advisors provide a safe space, where participants feel listened to and understood.
As a result, 34% of participants reported an immediate improvement in their mental well-being following their energy advice session. Whether we are helping to resolve a complex billing dispute with an energy supplier or taking time to explain how a heating system works, our support can makes a real difference.
“I’m grateful for the patience and kindness I was shown, the advisor listened to me and they were non-judgmental. I felt like a person, not just a number on a spreadsheet.”
Link between heat and health
The survey results show 62% of our participants have a health vulnerability within their home that requires them to keep their homes warmer than average. One in five of these individuals reported that they cannot maintain a safe indoor temperature and have to ration their energy use.
Much of the advice we provide can take time to be implemented, for example, saving energy may not be reflected in bills till the next direct debit review. However,26% of participants reported a noticeable improvement in their physical health as a result of changes made within 1-2 months following their appointment.
“Rosie helped me to get a cosy pack for my disabled husband and new curtains. She is really very good at her job. I am so grateful to all of you”
Empowering you to take control
One of the most encouraging findings this year is how our advice empowers people to take action. 90% of participants felt more confident in managing their energy use after their appointment. This led to 86% of participants taking tangible steps to improve their homes.
The way we provide advice was also highly rated, with 96% of participants telling us the advice we provided was easy to follow. Our energy advisors do a great job of breaking down complex issues to make the advice accessible and easy to understand.
“Darren was so clear and helpful but most of all he made me feel more reassured about everything.”
Staying ahead of the curve
As the energy landscape has changed, we adapt our advice to match. This year, we have been working hard to support households affected by the Radio Teleswitch (RTS) switch-off. The survey results showed that our service can respond quickly to these emerging issues and provide relevant advice and support.
“I was so confused about the radio switch-off until the advisor explained it. Now I know I what I need to do and I’m not worried about my heating stopping.”
Acting as your advocate
A major theme in this year’s feedback is the importance of acting as advocates for people. Many participants told us they lacked confidence or internet access to tackle issues with their energy suppliers or deal with applications for grants and schemes alone.
Our energy advisors do not just tell people what to do. They break down barriers to empower our participants to take on these challenges or can provide support and guide people through the process.
“Barry was very efficient in dealing with a historic problem with my gas company which caused me extreme anxiety and was affecting my already fragile health. He helped me save money and get a great deal on my direct debit.”
Get Advice
Get in touch if you are struggling with your energy bills, want to reduce your carbon emissions or simply want to make your home more comfortable.
You can contact our energy advisors by:
- Calling: 01592 807930
- Texting: COSY followed by YOUR NAME to 88440
- Emailing: info@cosykingdom.org.uk