Ofgem scheme administration: Domestic and Non-Domestic RHI - responding to stakeholders


Source: Ofgem scheme administration.

Information correct as of: 01 February 2021

This chart shows how well the Domestic Renewable Heat Incentive (Domestic RHI), Non-Domestic Renewable Heat Incentive (Non-Domestic RHI) schemes we administer on behalf of government are performing against our 'responding to stakeholders' key performance indicator (KPI) targets. These targets form part of the commitments we made to customers within Ofgem’s Forward Work Programme.

Policy Areas:

  • Environmental programmes
  • Domestic RHI
  • Non-Domestic RHI

Data Table

Ofgem scheme administration: Domestic and Non-Domestic RHI - responding to stakeholders
TargetDomestic RHINon-Domestic RHI

More information

Domestic Renewable Heat Incentive (Domestic RHI) 

Towards the end of 2019, the response rate dropped due to resourcing and time spent answering calls. We continue to actively manage our aged enquiry volume, which is dropping, although this impacts in the overall volumes being dealt with due to the time needed for these. Enquiry volumes continue to remain high while the phone service has been reduced due to Covid-19, however, despite this we have consistently exceeded our KPI.


Non-Domestic Renewable Heat Incentive (Non-Domestic RHI)

The creation of the One Ofgem enquiries team has enabled us to flex resource across schemes to focus on priority areas. The team had been working with a decreased resource during 2019, which has negatively impacted performance. New resource has seen improvements in service levels recently, however there was a slight drop in March 2020, this can be attributed to a substantial increase of enquires as a result of Covid-19. Since this drop in March there has been consistent improvement in performance and we are now in line with our KPI.


Date correct
01 February 2021
Policy areas