Ofgem delivers renewable energy and social programmes on behalf of government. Our expertise lies in designing, setting up and delivering large scale programmes in the sustainable energy sector. These programmes are in fields as diverse as renewable heat, renewable electricity, energy efficiency and fuel poverty.
We work with energy companies, consumer groups and other stakeholders, including the UK’s elected representatives, to make sure policy targets are met in the most economical and consumer conscious way possible.
We’re also working with a growing number of delivery partners across government, adding value to their operations by sharing our expertise.
We take allegations of fraud very seriously. To find out how to report suspected fraud within an environmental or social scheme, or to learn more about our role in preventing fraud, please see our Counter Fraud section.
The schemes we administer
Our data shows details of our performance against our three key indicators:
- How quickly we respond to stakeholders.
- How long payments and processing take.
- The availability of our IT systems for scheme participants.
Scheme performance indicators
Every year we commit to upholding specific service levels for the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs, Renewables Obligation, Energy Company Obligation and Warm Home Discount schemes. These are documented within the key performance indicators section of the Ofgem Forward Work Programme. Meeting or exceeding these indicators is important to us as we want to provide the best possible service to our customers.
Scheme applications and queues
We track and report on the number of applications we receive and process in a month, as well as the overall length of the queue for the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs, Renewables Obligation, Energy Company Obligation and Warm Home Discount schemes. This helps to show the volume of applications that we are dealing with. It also shows things such as where there have been spikes in applications, which may impact how quickly we are able to process them.
Customer satisfaction scores
In May 2016, we launched a survey to measure our customers’ satisfaction after they applied to the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs and Renewables Obligation schemes. We surveyed scheme applicants to get feedback on their application experience in order to help us understand how we could improve the experience for future applicants. We then rolled out surveys to cover more areas where we interact with scheme participants and, from April 2017, the overall score encompassed these areas.
From the feedback we received, we were able to identify and address issues raised by participants and make changes to our processes, where possible. Subsequent feedback now tends to raise issues we are already aware of but cannot address, due to legislative barriers or the requirement for significant investment.
In the last year, we have seen scheme closures and, in order to avoid survey fatigue, a decreasing volume of participants to survey. Due to this, our satisfaction scores are heavily reliant on Domestic RHI participants. On the other schemes, there has been a reduction in the number of responses we receive, leading to significant fluctuation in the scores. This cannot be viewed as significant due to the potential for a large margin of error, which limits the conclusions and statistical significance that can be drawn from the results.
Given this, the decision has been made to cease all customer satisfaction surveys as it is no longer a reliable picture of customer opinion.
Supplier Performance Report
The Supplier Performance Report (SPR) documents incidents where energy suppliers have not complied with their obligations under the environmental, energy efficiency and social programmes we administer on behalf of the government.