Good Energy Advice The Domestic Energy Efficiency Advice

Good Energy Advice The Domestic Energy Efficiency Advice Code of Practice Presented by Liz Warren to the London HECA Forum 23 rd February 2006

Good Energy Advice • Energy efficiency advice • About the Code of Practice – Benefits – Structure • The Code: For Advisers • The Code: For Specifiers • Case Studies • Signing Up

Energy Efficiency Advice • “Specific to individuals and their circumstances, and aims to improve energy efficiency and achieve affordable warmth” • In 2003 -4, 770, 000 people received advice from an Energy Efficiency Advice Centre • 4 million other opportunities for consumers to receive advice?

Energy Efficiency Advice • 85% of consumers remember getting advice and what topics it covered • 70% of consumers who receive advice do install some of the recommended measures • 75% of all behavioural advice is followed • 63% report warmer and more comfortable homes Energy Efficiency Partnership for Homes 2002

About the Code of Practice • A Good Practice standard for the whole of the energy efficiency advice industry • Assures consumers of accurate and relevant energy efficiency advice and information • 74 organisations signed up to date including: – – – Energy Efficiency Advice Centres Local authorities Energy suppliers Scheme managers and trade associations Retailers Installers

Benefits of the Code of Practice • Gives customers confidence in the advice they receive • Gives the advice provider recognition and credibility • Attracts more customers and enquirers • Helps with planning and measuring the advice service delivered • Motivates the people providing the advice • Demonstrates the achievement of standards • Helps to identify areas for improvement

Structure of the Code of Practice • Heart of the Code • Five additional sections: – Face to face, in the home – Face to face, not in the home (eg, exhibitions) – Non-face to face (eg, telephone enquiries) – Point of sale (eg, retailers) – Installation

The Code: For Advisers • Each section of the Code contains standards related to: – Quality of advice and information – Training and development – Customer access – Quality assurance and service improvement

The Code: For Specifiers • A simple way to demonstrate your support for the Code • A short declaration that you: – Have read and support the Code of Practice – Will encourage your contractors to comply – Will incorporate the Code, wherever possible, into tenders and contracts for advice provision – Will promote the Code of Practice to partners and within the energy efficiency industry

Rotherham Metropolitan Borough Council • Signed up for the Heart of the Code and three additional categories: • Face to face advice in the home • Face to face advice, not in the home • Non-face to face advice (eg over the phone) • Many procedures already in place within the Council • Lead to improvements in practice, eg, follow up questionnaires to advice recipients “The Code of Practice endorses what we were already trying to do, but now consistent and accurate advice comes with a national guarantee. ” Paul Maplethorpe, Rotherham MBC

Warrington Borough Council • Signed up for the Heart of the Code and: • Face to face advice, in the home • Face to face advice, not in the home • Used signing up to the Code to improve information management systems • Data on advice provision feeds into Best Value and Key Performance Indicators The Code “shows the public that we are signed up to a scheme which guarantees that they are receiving unbiased trustworthy advice. ” Kevin Normansell, Warrington BC

Can Do Plumbing • Signed up for the Heart of the Code and as Installers • Energy efficiency information packs help to reassure householders about work being done • Helped Can Do to look for wider training opportunities • Now developing an energy efficiency demonstration area in their new premises • The Code provides credibility and increases customer confidence

Signing Up • As an advice provider or specifier • Online at: www. goodenergyadvice. org. uk • By phone on 08700 667 620