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


Source: Ofgem scheme administration.

Information correct as of: 01 November 2020

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
Warm Home Discount targetWarm Home DiscountEnergy Company Obligation targetEnergy 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 staff training commenced in October, which should show an uplift in performance from November onwards.


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 20 days. It is a statutory obligation, which is why it has a higher target than other operational KPIs.

Date correct
01 November 2020
Policy areas