Ofgem scheme administration: Energy Company Obligation and Warm Home Discount - responding to stakeholders


Source: Ofgem scheme administration.

Information correct as of: 01 January 2021

This chart shows how well the Energy Company Obligation (ECO) and Warm Home Discount (WHD) 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
  • ECO
  • WHD

Data Table

Ofgem scheme administration: Energy Company Obligation and Warm Home Discount - responding to stakeholders
TargetWarm Home DiscountEnergy Company Obligation

More information

Energy Company Obligation (ECO)

In December 2019, the KPI dropped significantly as the team had to focus on clearing subject access requests (SARs) which have a statutory deadline, so enquiries took a lower priority. From May 2020, enquiries and SARs will be dealt with by separate teams which should mean that the volumes are steadier and fluctuate less. Resource from internal teams have helped clear a large part of the aged queue in May. However, we have seen a significant increase in emails due to transition in team and enquiries around the Green Home Grant, which have had an impact on our KPI for July and August. September has seen another spike in queries on the Green Home Grant and general enquiries with installer companies returning to work and engaging with householders, which is in line with the increase we have seen in ECO SAR cases. Additional resource was allocated in November which has cleared all outstanding emails. The queue is now up to date and emails are being responded to within KPI.


Warm Home Discount (WHD)

KPIs slipped in February 2020 as we focussed on clearing older emails and additionally a senior member of staff left the team. In addition, there was a focus on Subject Access Requests as these have a statutory deadline. This had an impact on general enquires, however separate teams have been created which has led to the improvement in meeting our SLA. From then on performance has been more consistent with the exception of July where there was a dip due to training of new staff. The winter period has led to additional queries on WHD from consumers, however we are in line with our KPI.

Date correct
01 January 2021
Policy areas