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.

In October 2019, 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 began gradually picking up from June due to Covid-19 restrictions easing.

October 2020 saw a large increase in the volume of applications processed as a result of an increase in applications received (1766 submissions – highest in any month of the scheme). This is mainly as a result of the completion of migrations of the EPC registers which had meant that the third party provider had taken these offline over the end of September and early October. Application volumes have gradually reduced since the migration, partially due to the festive period, however have returned to high and above forecast levels from January.