Our performance

We want to be open and transparent about the renewable energy schemes and social programmes we administer on behalf of the government. One of the ways we do this is to publish accurate, up-to-date and easy to understand information and data about these schemes.

On this page you’ll find charts and data that show how our customers rate our customer service and details of our performance against our three key indicators:

  • How quickly we respond to stakeholders.
  • How long payments and processing take.
  • The availability of our IT systems for scheme participants.

We’ve also provided the latest information on the applications we have received, applications we have processed and the overall queue for each scheme.

We’ve done this to help to show the volume of applications we are dealing with. It also shows things like where there have been spikes in applications, which may affect how quickly we are able to process them.

Customer satisfaction scores

Our customers’ feedback plays an important role in helping us to improve the service we provide. In May 2016, we launched a survey to measure our customers’ satisfaction after they applied to the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs and Renewables Obligation schemes. We survey scheme applicants to get feedback on their application experience and use what’s said in our continuous improvement projects to improve our processes and systems.

Chart

Javascript is required to render chart E-Serve scheme administration: Customer satisfaction scores .

Source: E-Serve customer satisfaction surveys.

This chart shows the customer satisfaction scores for E-Serve 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

E-Serve scheme administration: Customer satisfaction scores
MonthlyE-ServeDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
May-1643.8%79.0%23.7%22.2%15.9%
Jun-1654.5%71.8%34.8%72.7%16.9%
Jul-1662.1%78.0%21.1%55.9%25.8%
Aug-1664.3%78.0%45.5%60.0%23.8%
Sep-1656.9%78.6%29.4%77.8%22.7%
Oct-1662.8%71.9%48.4%68.8%49.1%
Nov-1667.5%81.0%27.8%87.5%44.1%
Dec-1656.5%72.6%35.0%66.7%41.2%
Jan-1772.9%78.5%50.0%71.4%64.3%
Feb-1772.4%80.4%51.2%83.3%41.2%
Mar-1774.7%80.8%47.2%80.0%55.6%
Apr-1779.3%87.5%39.4%75.0%72.7%

More information

The following information provides context to the data you see displayed in the customer satisfaction scores chart.

E-Serve

We launched our customer satisfaction measurement tool for transaction-based schemes back in May 2016. The application process feedback surveys we send to scheme applicants have helped us to understand more about how we can improve the experience for future applicants. This has enabled us to identify and make changes to our processes and quickly address issues raised by applicants. As a result, during the first year of measuring customer satisfaction, we saw a general upward trend the number of respondents rating us 8, 9 or 10 out of 10. At the start of the new financial year our rating has reached its highest level yet, at 79.3%. Following the success of the post-application surveys, we have now rolled out surveys to cover more of the areas where we interact with scheme participants, such as payments and annual declarations. This is helping us to make improvements in these areas. We have also successfully extended surveys to non-transaction-based schemes, such as the Energy Company Obligation and Warm Home Discount.

Domestic Renewable Heat Incentive (Domestic RHI) 

Since we began measuring customer satisfaction in May 2016 our scores have remained high. This month we achieved our highest score to date of 87.5%. One of the main reasons for this is the ease of application process, with around 50% of cases being auto-accredited.  We've also held ‘Voice of the Customer’ sessions with our customers to better understand what they like about the service we offer and where we can improve.  We have used feedback from these sessions to improve our systems and processes. Another sign of our customers' satisfaction is our achievement of the Institute of Customer Service benchmark.

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

We have seen a general improvement in our customer satisfaction scores since we began measuring them in May 2016 but our scores have fallen for two consecutive months. Although we consistently score highly on our interactions with customers, especially the information we provide through our dedicated helpline, there are a number of factors that result in delays to processing applications as we complete robust checks, and this can have an impact on customer satisfaction levels. For example, the complexity of the regulations is a challenge and over the last year we have seen growth in some technologies eligible under the scheme that require us to put in place additional checks when processing an application. This is to help provide further assurance that the application is robust. Alongside this, some of the complexities of the scheme rules require an in-depth understanding by customers, especially around the sustainability requirements. Where customers have not fully understood the complexities, it causes further delays in processing applications.  

Renewables Obligation (RO)

Although customer satisfaction has dropped to 75% this month it remains high. The scores have been driven by a number of changes to our processes that are designed to better support our customers. These include providing direct contact details, giving regular progress updates on applications, being clearer about application processing times and cutting out jargon when we raise queries with customers.  We've also published more ’How to‘ guides and technology specific guidance documents, which are designed to help customers to understand what they need to do to apply successfully and remain compliant.

Feed-In Tariffs (FIT)  

This month customer satisfaction reached it's highest level to date, at 72.7%. The overall improvement to our scores is because we have reviewed and changed our approach to how we interact with our customers. We've implemented changes including providing dedicated support for each applicant and direct contact details, removing the need to interact with our systems other than to submit the original application, providing information upfront on application processing times and cutting out jargon when we raise queries with customers. We're also providing extra support to non-technical applicants to help them gather the evidence they need to support their applications. 

close

Chart

Source: E-Serve customer satisfaction surveys.

This chart shows how helpful customers found members of staff when answering their queries. Scores are provided for E-Serve as a whole as well as 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

E-Serve scheme administration: Helpfulness of staff in responding to queries
MonthlyE-ServeDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
May-1683.2%78.8%87.9%87.5%82.1%
Jun-1661.9%82.7%73.7%100.0%62.0%
Jul-1681.6%82.6%75.0%96.6%66.7%
Aug-1684.0%88.4%73.1%100.0%75.0%
Sep-1684.0%76.8%87.3%100.0%90.5%
Oct-1686.4%83.5%83.3%100.0%88.5%
Nov-1688.1%86.0%91.2%100.0%87.9%
Dec-1684.1%87.8%78.9%91.7%81.3%
Jan-1785.2%83.4%79.5%100.0%100.0%
Feb-1788.3%87.1%91.9%100.0%76.9%
Mar-1782.7%77.6%87.9%100.0%100.0%
Apr-1785.9%85.4%76.7%100.0%100.0%

More information

The following information provides context to the data you see displayed in the helpfulness of staff chart.

E-Serve

One of the key areas we measure as part of our customer satisfaction surveys is how helpful our staff are when answering customers' queries. Since we began surveying in May 2016 there has been a consistent trend for over 80% of respondents to rate our staff at 8, 9 or 10 out of 10 for helpfulness. The only exception to this was in June 2016 when the rating dropped to 61.9%. Such a consistently positive, high score is a reflection of the difference our dedicated staff make to applicants, by providing them with the help and assistance they need to make their application.

Domestic Renewable Heat Incentive (Domestic RHI)

Our enquiries team are able to adapt their knowledge and style of approach when dealing with different customers, helping to ensure that they meet their needs. This is a major factor in why customers have given us consistently high scores for our helpfulness when dealing with their queries and have often singled out specific staff for praise in their feedback. 

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

Our dedicated enquiry line enables us to support customers to ensure that they understand the requirements of the scheme. We also have dedicated account managers who deal with frequent customers and have improved our approach for how we handle their queries. This has led to customers giving us consistently high scores for our helpfulness in dealing with their queries.

Renewables Obligation (RO)

Our enquiries team focuses on providing clear and concise communication to applicants. This includes giving them email or phone updates on their applications as they progress through the review process. Through this service we're providing applicants with the opportunity to clarify queries directly with the reviewer and to understand what stage their application is at. Our customers clearly appreciate the service we provide, scoring us at 100% in 9 of the 12 months surveyed to date.

Feed-In Tariffs (FIT)

Reviewing and changing our approach to how we interact with our customers, including picking up the phone and cutting the jargon, has had a positive effect on how helpful they have found us. In July and August 2016, this new approach was trialled and applicants were called to explain what was needed to move their application forward, with the call being followed up with an email. Positive feedback received during the trial led to us rolling out the approach across all applications in September 2016. The team has now scored 100% in 3 out of the last 4 months. 

close

Chart

Source: E-Serve customer satisfaction surveys.

This chart shows how useful customers found our guidance documents when make their application. Scores are provided for E-Serve 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

E-Serve scheme administration: Usefulness of guidance documents
MonthlyE-ServeDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
May-1644.4%62.9%29.7%44.4%30.2%
Jun-1658.7%73.1%33.3%63.6%33.3%
Jul-1659.4%73.6%22.2%54.8%24.1%
Aug-1660.2%71.3%43.8%50.0%33.3%
Sep-1655.3%70.3%44.1%55.6%63.6%
Oct-1679.4%86.2%67.7%87.5%69.8%
Nov-1678.8%88.2%60.6%75.0%56.3%
Dec-1677.1%87.7%62.2%90.0%64.3%
Jan-1785.8%90.0%63.8%83.3%88.5%
Feb-1785.6%91.6%75.0%90.0%53.3%
Mar-1786.9%87.9%75.8%92.9%100%
Apr-1777.7%78.5%74.1%88.9%70.0%

More information

The following information provides context to the data you see displayed in the usefulness of guidance chart.

E-Serve

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 in May 2016 there has been a general upward trend in the number of respondents rating the usefulness of our guidance documents at 8, 9 or 10 out of 10. Although the score dipped to 77.7% this month, it remains relatively high. Such a notable increase in the score is a reflection of the work we have put in across the schemes we administer to simplify our guidance documents, reduce jargon and improve signposting to guidance materials on our website.

Domestic Renewable Heat Incentive (Domestic RHI)

Customers have consistently rated our guidance very strongly in terms of usefulness and although our score dipped to 78.5% this month, it remains relatively high. A key reason for this is our use of an agile approach to guidance, which allows us to respond quickly to trends in enquiries and any feedback received. For example in March, in response to customer concern, we updated and clarified the website guidance on what it means to be 'in review' for those applicants who cannot be auto-accredited. 

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

Since we began measuring our performance in this area, in May 2016, we have seen a steady and dramatic improvement. Although our score dipped to 74.1% this month, it remains relatively high. One of the main reasons is that we have listened to both customers and colleagues and implemented the changes they have 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 also launched our redeveloped webpages in July 2016, which introduced more signposting for website users to help them find key documents, such as our guidance documents, more easily.

Renewables Obligation (RO)

Our performance in this area has improved significantly since we began measuring it in May 2016. Although our score dipped to 88.9% this month, it remains high. A key reason for the high scores is that we have listened to customer feedback and have published more ‘how to’ guides that support customers in making their applications. These guides have been designed to make it easier for customers to understand what they need to do to apply successfully. We have also published more ’Frequently Asked Questions‘ (FAQs) and guidance documents which are technology and country specific.  We also ensure that we signpost customers to key documents in the application receipt and update emails that we send to them. 

Feed-In Tariffs (FITs)

Historically, our customers' satisfaction with our guidance has not been as high as we would like. The key challenge we continue to face is how to help prospective applicants access the right guidance that will help them.  While we have made progress by updating our webpages to remove jargon and to signpost applicants to the information that is most relevant to them, there is still more to be done to simplify our guidance documents.  We have also recently started to run webinars where prospective applicants can learn about what's involved in the FIT application process. Feedback from these sessions has been positive and has been a major contributor towards the peak satisfaction score of 100% we achieved in March 2017. Although our score dipped to 70% in April this is still the third highest score since we started recording the metric.

close

Scheme performance indicators

Every year E-Serve commits to upholding specific service levels for the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs, Renewables Obligation, Energy Company Obligation and Warm Home Discount schemes. These are documented within the key performance indicators section of the Ofgem Forward Work Programme. Meeting or exceeding these indicators is important to us as we want to provide the best possible service to our customers.

Chart

Source: E-Serve.

This chart shows how well the schemes we administer on behalf of government are performing against our 'maintaining system availability' key performance indicator (KPI) targets. By 'system availability' we mean whether the IT systems that scheme participants use to apply or submit data were available to them to use. These targets form part of the commitments we made to customers within Ofgem’s Forward Work Programme.

Policy Areas:

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

Data Table

E-Serve scheme administration: Maintaining system availability
TargetDomestic RHINon-Domestic RHIRenewables ObligationFeed-In TariffsEnergy Company Obligation
Apr-1699%99.8%99.3%99.8%99.8%99.7%
May-1699%99.9%98.2%99.0%99.0%100.0%
Jun-1699%99.4%99.7%99.4%99.4%99.8%
Jul-1699%98.0%100.0%99.2%99.2%99.9%
Aug-1699%99.8%99.8%99.4%99.4%99.9%
Sep-1699%99.9%99.6%99.9%99.9%99.9%
Oct-1699%99.9%100.0%99.9%99.9%100.0%
Nov-1699%99.9%99.9%100.0%100.0%100.0%
Dec-1699%100.0%100.0%100.0%100.0%99.9%
Jan-1799%99.9%100.0%100.0%100.0%100.0%
Feb-1799%99.9%98.3%100.0%100.0%100.0%
Mar-1799%99.8%99.6%100.0%100.0%99.9%
Apr-1799%99.5%99.8%99.9%99.9%99.8%

More information

The following information provides context to the data you see displayed in the maintaining system availability chart.

Domestic RHI

We have surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability in all but one month. We missed the target in July 2016 due to a firewall issue on 8 July that lasted for 14 hours. This prevented access to our online application form and member accounts (MyRHI).

Non-Domestic RHI

We have generally surpassed our ‘Maintaining system availability ’KPI target of ensuring 99% availability but performance dipped in May 2016 and February 2017. In both cases this was due to the Non-Domestic RHI register being down for customers for a whole weekend, due to an unforeseen technical issue.

Renewable Obligation

We have consistently surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability.

Feed-in Tariffs

We have consistently surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability.

Energy Company Obligation

We have consistently surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability.

close

Chart

Source: E-Serve.

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

E-Serve scheme administration: Domestic and Non-Domestic RHI - responding to stakeholders
Domestic RHI targetDomestic RHINon-Domestic RHI targetNon-Domestic RHI
Apr-1660%58.50%90%92.00%
May-1660%52.70%90%94.90%
Jun-1660%52.70%90%70.90%
Jul-1660%52.40%90%95.20%
Aug-1660%51.70%90%98.70%
Sep-1660%47.10%90%100.00%
Oct-1660%50.90%90%100.00%
Nov-1660%48.20%90%99.20%
Dec-1660%48.90%90%99.10%
Jan-1760%48.40%90%99.10%
Feb-1760%51.20%90%99.80%
Mar-1760%47.80%90%98.90%
Apr-1790%89.30%90%98.70%

More information

The following information provides context to the data you see displayed in the responding to stakeholders chart.

Domestic Renewable Heat Incentive (Domestic RHI) 

During 2016-17 our 'Responding to stakeholders‘ key performance indicator (KPI) was based on a target of 60% of applications receiving an automatic decision on the day of application. This KPI was an aim based on the expected market segmentation and technology mix for 2016/17. In reality, there were significantly reduced levels in some market segments and technologies, which meant that the anticipated auto-accreditation rate was not achievable. As a result of these factors our 2016-17 performance was closer to 50%. With this in mind we developed a new KPI for 2017-18, based on a target of responding to 90% of enquiries about applications within 10 working days. We are currently reviewing how we capture data for this KPI. However, at this point can report that in April 2017, 89.3% of email enquiries were responded to within 5 working days.

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

We have generally surpassed our ’Responding to stakeholders‘ KPI target of responding to 90% of queries within 10 working days. The only exception was in June 2016 where only 70.9% of queries were responded to within the target response time. This temporary dip was due to us moving some of our enquiries resource to the metering processing team. This ensured payment performance was maintained in a period of increased processing activity, which was driven by the application spikes seen in the previous quarter.

close

Chart

Source: E-Serve.

This chart shows how well the Renewables Obligation (RO) and Feed-In Tariffs (FIT) 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
  • FIT
  • RO

Data Table

E-Serve scheme administration: Renewables Obligation and Feed-In Tariffs - responding to stakeholders
TargetRenewables ObligationFeed-In Tariffs
Apr-1690%97.2%97.2%
May-1690%100.0%99.9%
Jun-1690%99.0%95.5%
Jul-1690%100.0%99.0%
Aug-1690%99.4%99.6%
Sep-1690%99.1%100.0%
Oct-1690%100.0%100.0%
Nov-1690%100.0%100.0%
Dec-1690%100.0%100.0%
Jan-1790%100.0%99.6%
Feb-1790%98.8%100.0%
Mar-1790%99.0%100.0%
Apr-1790%52.5%100.0%

More information

The following information provides context to the data you see displayed in the responding to stakeholders chart.

Renewables Obligation (RO)

Although we previously consistently exceeded our ‘Responding to stakeholders’ KPI target of responding to 90% of enquiries about applications within 10 working days, we failed to meet the KPI this month. The considerable drop to 52.5% was driven by the vast amount of emails the team received post-closure of the scheme. The correspondence primarily concerned prospective participants submitting supplementary evidence to us in respect of applications made the previous month.

Feed-In Tariffs (FITs)   

To date we have consistently exceeded our ‘Responding to stakeholders’ KPI target of responding to 90% of enquiries about applications within 10 working days.

close

Chart

Source: E-Serve.

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

E-Serve scheme administration: Energy Company Obligation and Warm Home Discount - responding to stakeholders
Warm Home Discount targetWarm Home DiscountEnergy Company Obligation targetEnergy Company Obligation
Apr-16100%90%92.3%
May-16100%90%90.8%
Jun-16100%90%96.8%
Jul-16100%90%90.1%
Aug-16100%100%90%98.3%
Sep-16100%100%90%97.0%
Oct-16100%100%90%96.0%
Nov-16100%100%90%98.0%
Dec-16100%100%90%96.8%
Jan-17100%100%90%98.1%
Feb-17100%100%90%94.9%
Mar-17100%100%90%98.1%
Apr-17100%100%90%100%

More information

The following information provides context to the data you see displayed in the responding to stakeholders chart.

Energy Company Obligation (ECO)

To date we have consistently surpassed our ‘Responding to stakeholders’ KPI target of responding to 90% of queries within 10 working days.  We have achieved this by dedicating resource to answering queries on time.  Recently we have received increasingly complex queries, which take longer to resolve, so it is positive that we continue to perform well against this KPI.

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.

close

Chart

Javascript is required to render chart E-Serve scheme administration: Payments and processing.

Source: E-Serve.

This chart shows how well the schemes we administer on behalf of government are performing against our 'payments and processing' 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
  • Domestic RHI
  • Non-Domestic RHI
  • FIT
  • RO

Data Table

E-Serve scheme administration: Payments and processing
TargetDomestic RHINon-Domestic RHIRenewables ObligationFeed-In TariffsEnergy Company Obligation
Apr-1695%99.6%99.5%100.0%100.0%95.0%
May-1695%99.3%94.3%94.9%100.0%95.2%
Jun-1695%99.0%94.2%99.9%100.0%99.3%
Jul-1695%97.2%99.3%97.7%100.0%97.2%
Aug-1695%98.3%96.6%99.1%100.0%97.3%
Sep-1695%99.1%97.2%98.8%100.0%98.1%
Oct-1695%99.0%98.8%99.3%100.0%96.2%
Nov-1695%98.6%95.2%98.8%100.0%98.6%
Dec-1695%99.1%95.5%99.5%100.0%98.5%
Jan-1795%96.7%98.6%99.2%100.0%98.6%
Feb-1795%98.3%97.4%99.3%100.0%98.5%
Mar-1795%98.3%97.0%99.6%100.0%98.4%
Apr-1795%99.0%98.3%99.4%100.0%100.0%

More information

The following information provides context to the data you see displayed in the payments and processing chart.

Domestic Renewable Heat Incentive (Domestic RHI) 

We have consistently surpassed our ‘Payments and processing’ KPI target of making 95% of payments within five working days.

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

We have generally achieved our ‘Payments and processing’ KPI target of making 95% of payments within 30 working days. The exceptions were in May and June 2016 when we dipped to 94.3% and 94.2% respectively, as we responded to application peaks.

Renewables Obligation (RO)

We have exceeded our ‘Payments and processing’ KPI target of issuing 95% of the main batch of Renewables Obligations Certificates (following the generators' output data reporting deadline) within 17 working days (Apr-Jun) and 12 working days (July-Mar), in all but one month.  We dipped to just under the target in May 2016 as three sizeable generating stations did not receive the certificates they claimed within the target time. Two of these stations made either late or incorrect claims and one station was in the accreditation amendment process, so Renewables Obligations Certificates (ROCs) could not be issued to them.

Feed-In Tariffs (FIT) 

Our levelisation team has consistently exceeded our ‘Payments and processing’ KPI target of completing 95% of the quarterly levelisation process within 22 working days. The levelisation process for quarter 2 of scheme year 7 was complicated by a number of corrections from the year 6 annual levelisation process that we needed to address. We proactively and transparently communicated with energy suppliers to explain the corrections that we made.

Energy Company Obligation (ECO) 

We have consistently met our KPI target ‘Payments and processing’ KPI target of processing 95% of measures submitted within the calendar month. Overall, performance has improved between May 2016 and April 2017. We are committed to processing all measures where possible by working with suppliers to ensure notifications are of good quality. This has led not only to us achieving our KPI but also to us continuously improving our performance.

close

Scheme applications and queues

We track and report on the number of applications we receive and process in a month, as well as the overall length of the queue for the GB Domestic and Non-Domestic RHI, Feed-In-Tariffs, Renewables Obligation, Energy Company Obligation and Warm Home Discount schemes. This helps to show the volume of applications that we are dealing with. It also shows things such as where there have been spikes in applications, which may impact how quickly we are able to process them.

Chart

Source: E-Serve.

This chart shows the number of Domestic Renewable Heat Incentive (Domestic RHI) scheme applications we have received and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of applications received which have not yet been approved or rejected.

Policy Areas:

  • Environmental programmes
  • Domestic RHI

Data Table

Domestic Renewable Heat Incentive: Applications received, processed and queue
ReceivedProcessedQueue
May-16659708579
Jun-16913871624
Jul-16630687560
Aug-16607775506
Sep-16614631468
Oct-16646617521
Nov-16668664525
Dec-16740665602
Jan-17712770546
Feb-17741742545
Mar-1711901060675
Apr-17700641734

More information

In general throughout 2016/17 application volumes were considerably lower than in 2015/16 and lower than originally forecasted by the Department for Business, Energy and Industrial Strategy (BEIS) and E-Serve. However, they were in line with levels re-forecasted in September 2016.

Between September 2016 and February 2017, the number of applications that we received and processed remained relatively steady, with a slight increase observed from December 2016 onwards. A further and more significant increase was seen in March 2017. This may have been related to expected changes in the Regulations.

Application volumes have now returned to nearer their pre-March 2017 levels but the increase to the queue remains. This is the result of the increased volume of applications seen in March 2017 and temporarily reduced staff levels. We are now working hard to process applications as quickly as possible in order to meet a new target on queue length.

close

Chart

Source: E-serve.

This chart shows the number of Non-Domestic Renewable Heat Incentive (Non-Domestic RHI) scheme applications we have received and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of applications received which have not yet been approved or rejected.

Policy Areas:

  • Environmental programmes
  • Non-Domestic RHI

Data Table

Non-Domestic Renewable Heat Incentive: Applications received, processed and queue
ReceivedProcessedQueue
May-161382131475
Jun-164132281655
Jul-161421821615
Aug-161242871449
Sep-163652541559
Oct-161201661500
Nov-161452341437
Dec-162432241383
Jan-171092151274
Feb-171631921234
Mar-174342721393
Apr-171972001390

More information

Over the course of the last financial year the shape and size of the queue changed significantly, with different technologies featuring more prominently at different points. In March 2017 we saw a significant increase in the number of applications received, which resulted in the downward trend in the application queue being reversed. This may have been the result of customers taking steps to submit their applications ahead of expected regulation changes. In April 2017, the number of applications dropped back to nearer to pre-March levels, whilst he queue remained broadly consistent with the level seen in March 2017.

In line with the robust checks undertaken at the application stage the number of applications that have been referred back to applicants, to request further information, is typically in the range of 40-60%. This is reflected in the April 2017 queue data, where 54% of applications were sitting with the applicant. We are also supporting applicants around some of the complexities related to the changes and are making sure that we have the resource available to maintain our service levels in this area.

 

close

Chart

Javascript is required to render chart Feed-In Tariffs: Applications received, processed and queue.

Source: E-Serve.

This chart shows the combined number of Renewables Obligation Order Feed-In Tariffs (ROOFIT) and Communities and Schools Feed-In Tariffs (C&S FITs) scheme applications we have received and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of applications received which have not yet been approved or rejected.

Policy Areas:

  • Environmental programmes
  • FIT

Data Table

Feed-In Tariffs: Applications received, processed and queue
ReceivedProcessedQueue
May-161093792103
Jun-161633451854
Jul-161183631614
Aug-161505051236
Sep-162694201088
Oct-1671320842
Nov-1692281641
Dec-16102181560
Jan-1762141473
Feb-1770138405
Mar-1793142356
Apr-174667325

More information

In April 2016 we had a queue of 2,373 applications following peaks of applications in September and December 2015. These peaks resulted from a number of changes made to the Feed-in Tariff scheme by the government. Since then, we have received a further 1,345 applications and completed the review of 3,282. As of April 2017 the queue now stands at 325 applications. 

This reduction in queue length was made possible in part by securing additional funding for resource from the Department for Business, Energy and Industrial Strategy (BEIS). That funding continued to December 2016, when the FIT team returned to its previous size, resulting in a slow down of applications being completed.  We also made a number of process improvements including reducing the use of jargon when we raise queries with customers and picking up the telephone to talk through what's missing from an application.

As a result of working through a large queue, the proportion of older applications submitted by non-technical applicants has increased. We recognise that these applicants need more support than those that are technical experts or from large companies. In response we set up a FIT Customer Liaison team in our Glasgow office to provide extra support to these applicants. This approach is paying dividends and we are seeing a number of these applications being driven through to a conclusion.

close

Chart

Source: E-Serve.

This chart shows the number of Renewables Obligation (RO) scheme applications we have received and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of applications received which have not yet been approved or rejected. 

Policy Areas:

  • Environmental programmes
  • RO

Data Table

Renewables Obligation: Applications received, processed and queue
ReceivedProcessedQueue
May-163485580
Jun-1659128510
Jul-164675468
Aug-1610090413
Sep-165778333
Oct-165240366
Nov-169459365
Dec-168847414
Jan-178649451
Feb-1713061533
Mar-17564451102
Apr-1732591044

More information

We started 2016/17 with a queue of over 600 applications following a rush of applications received at the start of 2016. The rush of applications was due in part to the 31 March 2016 being the last day that applications could be submitted by large (over 5 MW) photovoltaic (PV) stations in Great Britain (GB) wishing to apply for the scheme using a grace period. The 31 March 2016 also saw the scheme close early to small PV stations in GB and was the start of the early closure of the scheme for onshore wind stations.

The queue had almost halved in length by September 2016. However, since then we have seen a steady rise in applications, followed by a rush of activity in March 2017, in advance of 31 March 2017. This is the date on which the scheme completely closed to small PV stations in GB and also closed to all other technologies, unless additional grace period criteria can be met. By the end of March 2017 the queue was over double what it was at the end of February i.e. just over 1,100 applications.

Whilst the queue remains high, due to the surge of applications seen in March, it is starting to reduce. We will continue to receive some new applications but we expect the queue to decrease month on month. The grace period requirements require us to assess more evidence and, as such, applications may take longer to process.

close

Chart

Source: E-Serve.

This chart shows the number of Energy Company Obligation scheme measures we have received from energy suppliers and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of measures that are not currently approved or rejected. The queue often increases considerably when a number of measures are moved out of the ‘approved’ status and back into the queue for further investigation or amendment.

Policy Areas:

  • Environmental programmes
  • ECO

Data Table

Energy Company Obligation: Measures received, processed and queue
ReceivedProcessedQueue
May-16381444271046402
Jun-16391733889530700
Jul-16339514216929900
Aug-16275994203328200
Sep-16251333058726900
Oct-16222922469422200
Nov-16211972591045100
Dec-16242302710039600
Jan-17183532830036600
Feb-17209892080062500
Mar-17211574860040500
Apr-17199252898052900

More information

The queue for April has increased when compared to the previous month. This is a result of a number of ECO measures being investigated under 'pathway to compliance' (a key assurance process conducted under the scheme).In addition, suppliers have notified changes to ECO measures which requires changes to notified scores. These changes have led to measures being unapproved whilst the process is undertaken. This has led for the queue to increase.

As Carbon Saving Community Obligation (CSCO) aspect of ECO has now closed to new measures we expect a number of measure change requests which will inflate our queue until October this year.

close

Chart

Source: E-Serve.

This chart shows the number of Warm Home Discount scheme proposals submitted for approval by obligated energy suppliers and how many we are processing by month. It also shows the overall size of the queue for the scheme. By queue we mean the number of scheme proposals received which have not yet been responded to.

Policy Areas:

  • Environmental programmes
  • WHD

Data Table

Warm Home Discount: Schemes submitted for approval, processed and queue
SubmittedProcessedQueue
May-16000
Jun-16000
Jul-16707
Aug-16887
Sep-16211711
Oct-16171315
Nov-1619259
Dec-169126
Jan-171088
Feb-179107
Mar-17685
Apr-1726247

More information

The Warm Home Discount scheme year 2016/17 began later than expected, in July, when the Regulations come into force. This meant that no scheme proposals could be submitted by obligated energy suppliers until late July. In reality we received the majority of submissions for the year between September and November 2016.

The Regulations for the 2017/18 scheme year were already in force before the start of the year and, as expected, we received a large number of scheme proposals in April 2017. We expect this trend to continue through to August 2017.

All scheme proposals were responded to within 28 days, hence processing peaks are broadly in line with scheme submission peaks.

close