Title

Date

Start Time

Duration

Delivering heating oil support in practice: from identification to payment With funding now being allocated for heating oil support, many councils are facing a practical challenge:

How do you identify the right households and deliver support quickly, in a way that actually works?

Unlike gas and electricity, heating oil is purchased through a fragmented supplier network. That makes it harder to:

• target support accurately
• ensure funds are used as intended
• deliver at pace without creating additional admin

This session brings together a practical, end-to-end approach to solving that.
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What we’ll cover

We’ll walk through how councils are approaching this in practice, including:

• Identifying households using off-grid energy and under financial pressure
• Targeting support using existing data and tools
• Delivering support in a way that works with heating oil suppliers
• Tracking and reporting on how funds are used
• Standing this up quickly, without building new infrastructure
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Who you’ll hear from

• Policy in Practice – how councils are identifying and targeting households using data
• Huggg – how support can be delivered and tracked once approved
• A local authority – sharing real-world experience of delivering similar support
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Why attend

This is not a product demo. It’s a chance to:
• hear how others are solving this now
• understand what a practical delivery model looks like
• ask questions and discuss approaches with peers facing the same challenge

There will be time for open discussion and Q&A.
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Who should attend

• Cost of Living / CRF leads
• Revenues & Benefits teams
• Welfare and financial support teams
• Programme and delivery leads
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Context

With wider pressure on household energy costs, this is likely to become a broader issue beyond heating oil alone. The approaches discussed here can be applied more widely as councils respond to future energy support requirements.

1/4/2026

11:00am BST

1 hour

Driving better outcomes for residents through regional data collaboration More details to be announced shortly

29/4/2026

10:30am BST

1 hour

On demand webinar

From arrears to resilience: How local authorities and housing organisations streamline their resident journey

25 March 2026

View the webinar

From arrears to resilience: How local authorities and housing organisations streamline their resident journey

Fragmented support journeys are more than just an administrative headache, they are a significant barrier to financial resilience. When residents are forced to repeat their stories across disconnected services, it creates friction that prevents vital help from reaching those who need it most. This challenge is visible across the sector, from new tenancies to urgent crisis support.

In this webinar, we explored how to bridge the benefits gap by replacing disjointed processes with a single, seamless journey. We discussed how to move from reactive crisis management to a proactive “tell us once” model that improves both resident outcomes and operational efficiency.

Listen back to hear

Understanding the challenge
Overcoming fragmented support from lettings to collections
Streamlining our resident journey
Optimising your customer journeys
Open discussion and Q&A in sector specific breakout rooms

Guest speakers

View slides

"Like many local authorities, we've used the Low Income Family Tracker now for three years to run data campaigns and proactive outreach and automation with our residents. That's brought in just under £8 million in annual benefits to households locally and over £30 million in lifetime benefits. Our absolute gold standard, where there is a legal gateway to allow it, is automation, because that means our residents have to take no action at all to receive what they're entitled to. We've done that for free school meals and for Thames Water social tariffs."

"Together with Policy in Practice, we focused on three key elements. First, an onboarding tool to support digital applications, affordability assessments and identifying support needs early. Second, an income and expenditure tool for our income and financial support teams, helping us agree sustainable repayment plans, maximise income and fully understand the circumstances of customers who may be in arrears. And third, a self-serve tool giving customers 24/7 access to benefit checks, scenario planning and available support. Taken together, this approach embeds income maximisation at every stage of the tenancy."