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COVID-19 FAQs for Home Energy Scotland partners

We're still here to help your clients stay warm and well during the coronavirus outbreak.

11 May 2020

Is Home Energy Scotland still open?

Yes – we’re still here and working hard to help anyone struggling to stay warm or manage their energy bills during this tricky time. All Home Energy Scotland staff are working from home, and we’re able to make and receive calls as usual.

We’ve had to adapt some of our services because of the lockdown – for example, we’re not able to offer home visits and are contacting customers by telephone, email or SMS instead. We can still help eligible customers apply for support through Warmer Homes Scotland, but no installation work is being done or scheduled at the moment. To find out more, read our FAQs for customers.


Can I still refer clients to Home Energy Scotland?

We’re encouraging partners to refer their clients to Home Energy Scotland, especially if they’re finding it hard to stay warm and keep up with their bills. We’re staying up to date with developments in the energy sector and we’re working with the Scottish Government to make sure our support remains available to the most vulnerable households in Scotland. Please continue to refer using our portal at or find your local partnership contact here.


I’ve never used the referral portal – can I still be set up on this?

Our secure online portal allows you to make a referral at any time, using any device – all you need is access to the internet. Once you’ve made the referral, our advice centre gets a notification to contact the householder. You can check the progress and get reports on your referrals at any time. We’re more than happy to set up new users and can take you through how to use the portal with a remote training session. Just email to arrange this.


Can Home Energy Scotland help partners with coronavirus-related projects?

Yes – we’re reaching out to councils and other organisations to see if they need support, particularly with reaching vulnerable people as our advisors are already well used to this. This case study details how Home Energy Scotland is supporting Aberdeen City Council by calling residents who have received shielding letters. Other interested organisations are invited to get in touch by emailing


Is there any funding available to help my organisation support our clients during the pandemic?

The Scottish Government announced an additional £350 million on 18 March to support those most affected by the pandemic. This funding is being made available to help councils, third sector and community organisations respond quickly to local needs. SCVO’s Third Sector Information Hub has information about all the funding available.

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