Background: Mark and Lisa Campbell, both key workers with two young children, were renting a council property built in the 1960s. Despite working full-time, their combined income of £29,500 plus Universal Credit qualified them for support.

The Experience: Initially contacted in January 2025 during the peak winter demand period, they were surprised by the quick response. The installation of cavity wall insulation, loft insulation, and energy-efficient heating took place over one week in March.