Ofgem scheme administration: Usefulness of guidance documents


Source: Ofgem scheme administration customer satisfaction surveys.

This chart shows how useful customers found our guidance documents when make their application. Scores are provided for Ofgem scheme administration as a whole as well as for the four main schemes that we administer on behalf of government: the Domestic Renewable Heat Incentive (Domestic RHI), Non-Domestic Renewable Heat Incentive (Non-Domestic RHI), Renewables Obligation (RO) and Feed-In Tariffs (FIT).

Policy Areas:

  • Environmental programmes
  • Domestic RHI
  • Non-Domestic RHI
  • FIT
  • RO

Data Table

Ofgem scheme administration: Usefulness of guidance documents
MonthlyAll SchemesDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs

More information


One of the key areas we measure as part of our customer satisfaction surveys is how useful customers find our guidance documents. Since we began surveying there has been a general upward trend in the number of respondents rating the usefulness of our guidance documents as ‘extremely helpful’ or ‘somewhat helpful’. In the last year, there has been a consistent trend of over 70% of respondents finding our guidance documents useful which is very positive. This month, the score was 75.8%. Across the schemes we administer, we have worked hard to simplify our guidance documents, reduce jargon and improve signposting to guidance materials on our website.

Domestic Renewable Heat Incentive (Domestic RHI)

Our score for May 2019 has remained relatively static at 75.84%. On the whole, customers have constantly rated our guidance very strongly in terms of usefulness. A key reason for our consistent high scores is our use of an agile approach to guidance, which allows us to respond quickly to trends in enquiries and any feedback received.

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

The large fluctuations within the satisfaction scores may in part be due to the lower response volumes that have been received recently, which therefore provide a less representative view of customer satisfaction for the period in question.

The overall results for the year so far are below where we would like them to be, especially given that we have listened to both customers and colleagues and implemented changes suggested. For example, our policy team has used a guidance suggestions log to input suggested improvements from other members of the team. Our enquiries team has also had an important role, passing on feedback from conversations with customers to help us improve specific sections of the guidance. These changes have been grouped together and implemented at regular periods, often timed to coincide with scheduled updates. Other teams, such as our technical team, have also been crucial to identifying and reviewing these updates. We have also introduced more signposting for website users to help them find key documents, such as our guidance documents, more easily. In part, the reduction in results may be due to the change in the portfolio of technologies applying to the NDRHI which are of a more complex background and require an in-depth understanding of the regulations by customers.

Renewables Obligation (RO)

The RO accreditation surveys ceased in August 2018.

Feed-In Tariffs (FITs)

The FIT application surveys ceased in August 2018.

Policy areas