The Housing Associations’ Charitable Trust (HACT) is a charity who work with housing providers to create long-term impact, add social value for residents & communities and drive innovation within the housing sector. One way that HACT supports social housing residents is through their Fuel Fund. The Fuel Fund provides much needed financial support for residents, helping them keep on top of their energy bills, get out of debt and stay warm year-round. With an estimated 6.1 million UK households currently in fuel poverty, unable to afford to heat their homes to the temperature needed to keep warm and healthy, this scheme is vital for reducing the fuel poverty gap.
Their challenges
When HACT approached FFBS in February 2023, they were looking for a partner who could flexibly distribute fuel vouchers, cash vouchers and payments direct to energy suppliers. HACT needed a partner who could manage the large volume of orders and funds, whilst also providing competitive pricing to help more households in need. With such large order volumes, it was critical that their supplier could provide reporting functionality, supporting them with redemption queries and to meet the requirements of their funder. Finally, as a charity, it was vital for HACT to partner with a likeminded organisation that puts people first and prioritises delivering social value.
Our solution
We’ve worked with HACT to deliver their Fuel Fund since 2023, distributing vouchers and payments speedily so that no one is left waiting for support. This streamlined process was supported by FFBS’ dedicated customer support. HACT have regular account manager meetings and access to our Helpdesk, ensuring that queries are dealt with quickly and that the whole process runs smoothly.
FFBS also provide extensive reporting through our online fulfilment portal. This makes it easy to manage budgets, track spend and monitor what orders have been placed. We provide bespoke reporting to HACT for their team to monitor redemption rates, as well as a monthly report to share with their funder.
Through our partnership with HACT, we deliver social value twice over – firstly by supporting social housing residents with their energy costs, and again by gifting 100% of our profit to our parent charity, Family Fund, to support families raising disabled and seriously ill children living on low incomes.
The results
Since 2023, we’ve issued over 71,000 energy vouchers to households in need, and over £500,000 of payments to reduce or write off resident energy debt. In 2024 alone, over £3 million worth of energy vouchers was distributed, with a further fund launched for 2025.
HACT said: “Family Fund Business Services have been an integral partner in the delivery of our energy support services. Their flexibility and responsiveness has been vital to the success of our schemes as we deliver support to thousands of households across the UK. What is extra special about our partnership is our shared values and commitment to making a positive difference in communities. We know that by working with Family Fund Business Services, we are also supporting a charity that is providing vital support to families raising a disabled or seriously ill child which helps us to meet our social purpose.”
Social tenants who have received support from the fund have highlighted how vital the support is: “I am grateful that I was offered this support as it was massive help when my finances took an unexpected downturn after having my baby. The vouchers allowed me to ensure I kept the lights and heat on for my newborn and reduced the anxiety that I was feeling because I could bridge the gap whilst having no income and waiting for benefits to be approved.”
Need help distributing fuel vouchers? Get in touch below to find out how we can partner with your organisation to deliver support.