Domestic Renewable Heat Incentive: Applications received, processed and queue

Since June 2019, we have given increased focus to reducing the aged queue. Despite this focus, we are balancing processing aged applications with new-ins. There is a revised process for Metering & Monitoring Service Package (MMSP) applications and continuous improvement deployments have been implemented to allow faster processing of these applications. The improved processes and efficient management of workload has led to successive decreases in the queue over the last few months.

September 2019 saw the first increase in the queue since January, which is due to focus on processing aged applications. The benefits of the continuous improvement work have been realised, so processing will now match what we receive each month. In October, we reached the deadline for provision of information, which allowed a number of applications to be rejected when information was not provided. This enabled the number processed to increase in November. In December there was a reduction in the number of applications processed, due to increased staff leave. The number of submissions received continues to exceed our forecast, however despite this, we have managed to remain consistent with processing levels.

Application volumes reduced in April 2020 as a result of Covid-19 which allowed time to concentrate on processing some of the older more complex applications. Volumes are gradually picking up from June due to Covid-19 restrictions easing.