The Challenge: Cold Rooms, High Bills, Unclear Options
Andrew (name changed for privacy) and his partner live in their semi-detached 1930s home in Lancaster. Despite using a gas boiler, a gas fire, and occasionally an electric wall heater, they’ve consistently struggled with keeping their home warm in winter, particularly the rear kitchen extension.
“Comfort is the number one issue,” Andrew explained. “We’ve always known that insulation is a problem, and the kitchen extension at the back gets really cold.”
While interested in making the home more energy-efficient – including the idea of heat pumps and solar panels – Andrew didn’t know where to begin or how to access reliable support or funding.
He came across Greener Homes in Lancashire via the Lancaster City Council website and reached out for help.
How We Helped
Ashlea provided comprehensive advice over the phone, followed by a detailed email outlining options, funding, trusted installers, and additional schemes to support his retrofit journey.
1. Insulation First – Targeting the Root of the Problem
We explained the importance of a fabric-first approach – prioritising insulation before investing in new heating systems like air source heat pumps.
We reviewed Andrew’s EPC rating (D) and Council Tax Band (B). These qualified him for support under the Great British Insulation Scheme (GBIS) – a government programme that helps fund or subsidise insulation measures like cavity wall insulation.
We submitted an online referral to British Gas on Andrew’s behalf to register his interest.
We also provided a list of three CIGA– and TrustMark-accredited installers who could deliver the work under GBIS, offering greater choice and flexibility if British Gas delays.
We also shared pre-installation advice on:
- Checking for damaged brickwork or guttering that could cause damp
- The importance of maintaining airflow by not blocking air bricks during insulation
2. Exploring Low-Carbon Heating – Air Source Heat Pumps
We talked Andrew through the pros and cons of air source heat pumps, including how they differ from gas boilers in day-to-day use:
- Operate “low and slow”, maintaining consistent warmth rather than heating quickly like a gas system
- May require larger radiators or upgraded pipework, depending on current setup
- Typically operate best in well-insulated homes
“Do you have to have cavity wall insulation before fitting a heat pump?” – Andrew
“No, but it’s highly recommended so that the system can be sized efficiently and costs less to run.” – Ashlea, Retrofit Advisor
We introduced the Boiler Upgrade Scheme (BUS) – which offers £7,500 towards installation of an air source heat pump, with no income threshold or EPC restrictions. This scheme is available until March 2028.
We explained that BUS applications must be handled by an MCS-certified installer and provided Andrew with a list of reputable local options.
“I hadn’t looked into costs or options for heat pumps or solar – just thought they might be a good idea. You’ve given me a good start.” – Andrew
3. Solar Panels – Preparing for the Next Step
Andrew was also interested in solar PV, particularly since his neighbour had recently installed panels.
We discussed:
- The benefits of installing with an MCS-certified installer to qualify for the Smart Export Guarantee (SEG) which pays households for excess electricity exported to the grid
- The option of battery storage and use of smart electricity tariffs.
We advised Andrew on the government’s Warm Homes Plan which may include further incentives.
4. Additional Support – Earn Carbon Cashback
Because Andrew and his partner are at the beginning of their home improvement journey, we also recommended considering Snugg’s Carbon Cashback scheme, which offers up to £2,000 in cashback over 10 years based on verified energy savings measured through a smart meter. This could apply to future upgrades like:
- Cavity wall insulation
- Air source heat pumps
- Solar PV
We advised that households need to register before work begins in order to be eligible.
The Outcome (So Far)
Andrew left the call with a clear roadmap, access to funding, and trustworthy contacts to support the work.
- GBIS application submitted through British Gas
- Installer options provided to gain control over which installer completes the work
- BUS and SEG schemes explained, with full eligibility info
- Advice given on insulation, ventilation, and sequencing
- Useful links, trusted suppliers, and funding guidance emailed over
“We’ll start by looking at cavity wall insulation and then move on from there. Everything you’ve written in the email is helpful and informative. The links you included are great too.” – Andrew
What’s Next – And Our Commitment to Follow Up
We’ll be checking in with Andrew in a couple of months to see how things are progressing. Whether he’s had work completed or is still exploring options, we’re here to support the journey every step of the way.
This call highlights how clear, independent guidance can transform confusion into confident action. Andrew went from being unsure where to start, to taking clear and informed steps toward a warmer, more efficient, and more sustainable home.
Don’t know where to start? Give Greener Homes in Lancashire a call today for free impartial advice.