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


Source: Ofgem scheme administration.

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
Energy Company Obligation targetEnergy Company ObligationWarm Home Discount targetWarm Home Discount

More information

Energy Company Obligation (ECO)

Until December 2018, we had consistently surpassed our ‘Responding to stakeholders’ KPI target of responding to 90% of queries within 10 working days. However, in December, the score dropped to 84.8%. The majority of queries that were not responded to within the timeframe were policy related, and most of these were stakeholder feedback on our draft Delivery guidance, which were answered when the guidance was published on 20th December. We were also engaging with suppliers on areas of concern throughout November and December through other avenues. Following this, in January 2019, our performance improved, however, it dropped slightly in February, as resource was flexed across the organisation to focus on priority areas.

Warm Home Discount (WHD)

We have consistently met our ‘Responding to stakeholders’ KPI target. This means that we've responded to 100% of Warm Home Discount scheme proposals submitted for approval by obligated energy suppliers within 28 days. It is a statutory obligation, which is why it has a higher target than other operational KPIs. 

Policy areas