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 Ofgem scheme administration: Customer satisfaction scores .

Source: Ofgem scheme customer satisfaction surveys.

This chart shows the customer satisfaction scores 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: Customer satisfaction scores

MonthlyAll SchemesDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
May-1782.5%88.2%76.1%80.8%88.9%
Jun-1779.8%85.9%75.2%55.6%37.5%
Jul-1781.9%87.1%68.9%45.8%55.6%
Aug-1781.6%86.5%71.9%53.8%100.0%
Sep-1778.9%84.4%71.4%62.5%53.8%
Oct-1786.0%87.1%56.8%72.7%55.6%
Nov-1785.0%88.5%63.0%70.4%54.5%
Dec-1787.2%89.0%61.0%50.0%
Jan-1883.5%84.9%64.7%37.5%50.0%
Feb-1874.1%81.6%65.5%80.0%57.1%
Mar-1877.4%80.1%58.9%100.0%92.3%
Apr-1869.8%78.9%50.0%0.0%50.0%

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 in the number of satisfied customers. We have now rolled out surveys to cover more of the areas where we interact with scheme participants, such as payments and annual declarations, and from April 2017 onwards, our overall satisfaction scores encompass these areas in addition to the application process. We define satisfied customers as those who score their satisfaction 8, 9 or 10 out of 10, or for smaller surveys with a 5 point scale, those who rate themselves as ‘extremely satisfied’ or ‘somewhat satisfied’.

Domestic Renewable Heat Incentive (Domestic RHI) 

Since we began measuring customer satisfaction in May 2016 our scores have remained high. Our score remained high this month, with 79% of customers, both old and new, being satisfied. 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. Although the satisfaction score dropped in early Q3 of FY 17/18, the volume of responses received in this period had been lower than usual, so the lower scores over this period should not be viewed as significant due to the potential for a large margin of error which limits the conclusions/statistical significance that can be drawn from the results. We generally score highly on our interactions with customers, especially the information we provide through our dedicated helpline. After an increase in the score over the past few months, for April, we did see a slight drop in the overall score to 50%. We continue to see lower satisfaction with the time it takes us to process applications. There are a number of factors to this. For example, the complexity of the regulations is a challenge and over the last year, we have seen growth in the portfolio of more complex 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. We continue to focus on providing support and guidance to customers to support the efficient processing of all applications. 

Renewables Obligation (RO)

We have recorded fluctuating customer satisfaction levels over the past few months with a considerable decrease to 37.5% in January, a significant increase to 80% in February and a further increase to 100% in March. In April however, we recorded a 0% satisfaction score but this was based on only two responses being received, each scoring us 7 out of 10.  Large variations in satisfaction scores are largely due to the lower response volumes, which provide a less representative view of customer satisfaction.

Much of the positive response received from customers has been driven by a number of changes to our processes that are designed to better support their needs. 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)  

The satisfaction score dropped to 50% in April but the volume of survey responses remains low. The satisfaction scores are based on a very small sample of customers and as such can fluctuate significantly so should not always be viewed as representative.

Since starting to monitor customer satisfaction our scores have significantly improved; which reflects the changes we have made 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. 

 

 

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Chart

Source: Ofgem scheme administration customer satisfaction surveys.

This chart shows how helpful customers found members of staff when answering their queries. Scores are provided for Ofgem scheme administration 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

Ofgem scheme administration: Helpfulness of staff in responding to queries

MonthlyAll SchemesDomestic RHINon-Domestic RHIRenewables ObligationFeed-In Tariffs
May-1787.0%86.4%82.9%100.0%100.0%
Jun-1786.4%85.9%83.3%90.0%100.0%
Jul-1781.8%85.1%71.4%84.6%77.8%
Aug-1787.5%87.8%80.0%100.0%100.0%
Sep-1778.6%75.8%75.0%87.5%84.6%
Oct-1780.8%79.5%50.0%90.9%100.0%
Nov-1779.2%80.0%25.0%92.3%100.0%
Dec-1783.8%83.6%77.8%90.0%
Jan-1883.0%82.6%80.0%100.0%66.7%
Feb-1883.8%80.0%91.7%92.3%
Mar-1875.6%76.7%70.8%100.0%
Apr-1866.7%69.8%56.3%100.0%0.0%

More information

The following information provides context to the data you see displayed in the responding to stakeholders 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.  In April, our score has dropped off slightly from the consistently strong ratings of the past financial year, with 66.7% of respondents rating our staff as ‘extremely helpful’ or ‘somewhat helpful’.  Despite this dip, our high scores are 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 score remained high in April, albeit with a minor drop in the overall score for the month in comparison to the previous months. 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)

Please note that due to technical IT issues with the distribution of the customer satisfaction survey resulting in the failure of the scheduled run, no responses were received in February.  In April, we saw a slight decrease, with 56.3% of customers rating our staff as helpful.  Our dedicated enquiry line enables us to support customers to ensure that they understand the requirements of the scheme. This has led to our overall score from customers being consistently high for our helpfulness in dealing with their queries. To note, the volume of responses received in recent months has been lower than usual, so the overall reduction seen in the score for that period should not be viewed as significant due to a large margin of error.

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 five of the last twelve months.   Slightly lower scores between September and December may in part be due to the large queue of applications we have seen following the closure of the scheme. This has resulted in more enquiries, which have in some cases taken us longer to respond to than previously, however we were back up to a 100% score in January, and again in March and April.

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. Since March 2017, our customer service score has been relatively consistent in all months where responses have been received.  It should be noted that for months where lower scores have been recorded the number of responses received has been low and as such negative scores have disproportionately affected the score.

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Chart

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
May-1775.3%79.7%51.4%71.4%100.0%
Jun-1774.9%79.5%52.9%90.9%62.5%
Jul-1784.6%88.2%75.0%76.9%100.0%
Aug-1774.5%77.8%61.9%60.0%100.0%
Sep-1775.7%78.7%25.0%70.8%50.0%
Oct-1776.8%77.5%66.7%60.0%77.8%
Nov-1776.8%79.3%22.2%93.3%40.0%
Dec-1775.7%76.6%50.0%90.0%
Jan-1881.0%83.3%40.0%57.1%75.0%
Feb-1872.1%74.2%66.7%64.3%
Mar-1872.2%74.4%54.2%100.0%100.0%
Apr-1873.9%78.7%52.9%0.0%0.0%

More information

The following information provides context to the data you see displayed in the responding to stakeholders 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 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’. There has been a consistent trend of over 70% of respondents finding our guidance documents useful which is very positive, and we expect this score to increase in the coming months. 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)

After a slight dip in the scores in preceding months, our score has improved this month to 78.7%. Our consistently strong scores during 2017-18 has resulted in a YTD average of 79%. 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)

Please note that due to technical issues with the distribution of the customer satisfaction survey, no responses were received in February. With this resolved, March and April have seen distinctly marked improvement on January's score.

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

The most recent results 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)

This month, our score dropped off in conjunction with a lower than usual volume of responses received. So the reduction seen in the score should not be viewed as significant due to a large margin of error

A key reason for the generally 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)

In April, our score dropped off as the volume of responses received has been lower than usual, so the overall reduction seen in the score should not be viewed as significant due to a large margin of error

Over the last year, although our results have been quite variable, we've been working hard to help prospective applicants to access the right guidance that will help them. We have updated our webpages to remove jargon and to signpost applicants to the information that is most relevant to them. We've also 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 100% satisfaction scores received.

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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

Javascript is required to render chart Ofgem scheme administration: Maintaining system availability.

Source: Ofgem scheme administration.

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

Ofgem scheme administration: Maintaining system availability

TargetDomestic RHINon-Domestic RHIRenewables ObligationFeed-In TariffsEnergy Company Obligation
May-1799%99.9%99.9%99.9%99.9%99.9%
Jun-1799%99.9%99.9%99.9%99.99%99.9%
Jul-1799%99.9%99.8%99.9%99.99%100.0%
Aug-1799%95.1%91.3%96.3%99.95%92.0%
Sep-1799%99.4%99.5%99.9%96.7%100.0%
Oct-1799%99.7%99.99%99.9%99.97%100.0%
Nov-1799%99.9%100.0%99.9%99.98%99.97%
Dec-1799%99.9%100.0%99.8%100.0%99.99%
Jan-1899%99.8%99.98%99.9%100.0%100.0%
Feb-1899%100.0%99.9%99.8%99.8%99.97%
Mar-1899%99.9%99.3%99.9%100.0%100.0%
Apr-1899%99.98%99.97%99.9%99.99%99.97%

More information

Domestic RHI

We have surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability in all but one month. The target was missed in August 2017 due to an organisation-wide planned outage which took longer to resolve than expected. This prevented access to our online application form and member accounts (MyRHI). However, since then we have been above the target.

Non-Domestic RHI

We have surpassed our ‘Maintaining system availability ’KPI target of ensuring 99% availability again in March. The target was missed in August 2017 due to an organisation-wide planned outage, but since then we have been above the target.

Renewable Obligation

We have generally surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability. The only exception was August 2017 when we dipped to 96.3%. This was the result of an organisation-wide outage which took longer to resolve than expected.

Feed-in Tariffs

We have consistently surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability. The only exception September 2017 when we dipped to 96.7%. This was the result of an issue with our system provider.

Energy Company Obligation

We have generally surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability. The only exception was August 2017 when we dipped to 92%. This was the result of an organisation-wide planned outage which took longer to resolve than expected.

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Chart

Source: Ofgem scheme administration.

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

Ofgem scheme administration: Domestic and Non-Domestic RHI - responding to stakeholders

Domestic RHI targetDomestic RHINon-Domestic RHI targetNon-Domestic RHI
May-1790%92.3%90%99.1%
Jun-1790%91.6%90%98.8%
Jul-1790%98.2%90%98.4%
Aug-1790%92.6%90%99.4%
Sep-1790%95.7%90%98.5%
Oct-1790%92.1%90%99.6%
Nov-1790%93.6%90%99.2%
Dec-1790%97.1%90%97.8%
Jan-1890%92.7%90%99.2%
Feb-1890%79.1%90%99.1%
Mar-1890%91.2%90%98.8%
Apr-1890%67.8%90%99.1%

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 projected 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 achieved. 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 day.

Following strong performance through most of 2017-18 performance dropped in February and April, this is due to flexing resources across the operation in order to support other core areas of the scheme.

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

We have consistently exceeded our ‘Responding to stakeholders’ KPI target of responding to 90% of queries within 10 working days for over a year, as seen again in April's score.

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Chart

Source: Ofgem scheme administration.

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

Ofgem scheme administration: Renewables Obligation and Feed-In Tariffs - responding to stakeholders

TargetRenewables ObligationFeed-In Tariffs
May-1790%42.9%100.0%
Jun-1790%79.0%100.0%
Jul-1790%99.1%100.0%
Aug-1790%100.0%97.1%
Sep-1790%100.0%100.0%
Oct-1790%99.6%99.5%
Nov-1790%99.5%100.0%
Dec-1790%98.3%97.3%
Jan-1890%99.4%93.3%
Feb-1890%98.4%99.1%
Mar-1890%96.9%100.0%
Apr-1890%95.2%95.5%

More information

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

Renewables Obligation (RO)

We had consistently exceeded our ‘Responding to stakeholders’ KPI target of responding to 90% of enquiries about applications within 10 working days, until April 2017 when we failed to meet it for three months. The considerable drop seen between April and May was driven by the vast quantity 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. The volume of emails started to ease off in June, and have remained just over 1000 each month except December. We continued our strong performance in April by responding to 95.2% of stakeholders within the KPI target.

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.

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Chart

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

Warm Home Discount targetWarm Home DiscountEnergy Company Obligation targetEnergy Company Obligation
May-17100%100.0%90%100.0%
Jun-17100%100.0%90%100.0%
Jul-17100%100.0%90%100.0%
Aug-17100%100.0%90%100.0%
Sep-17100%100.0%90%100.0%
Oct-17100%100.0%90%100.0%
Nov-17100%100.0%90%100.0%
Dec-17100%100.0%90%100.0%
Jan-18100%100.0%90%100.0%
Feb-18100%100.0%90%100.0%
Mar-18100%100.0%90%100.0%
Apr-18100%100.0%90%100.0%

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. 

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.

 

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Chart

Javascript is required to render chart Ofgem scheme administration: Payments and processing.

Source: Ofgem scheme administration.

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

Ofgem scheme administration: Payments and processing

TargetDomestic RHINon-Domestic RHIRenewables ObligationFeed-In TariffsEnergy Company Obligation
May-1795%99.0%96.4%99.2%100.0%100.0%
Jun-1795%99.3%93.1%97.3%100.0%100.0%
Jul-1795%98.6%96.6%99.7%100.0%100.0%
Aug-1795%97.4%93.7%97.5%100.0%100.0%
Sep-1795%99.0%95.1%96.8%100.0%100.0%
Oct-1795%98.3%95.2%98.0%100.0%100.0%
Nov-1795%98.3%87.8%98.2%100.0%100.0%
Dec-1795%96.5%85.3%99.7%100.0%100.0%
Jan-1895%98.1%92.3%99.5%100.0%100.0%
Feb-1895%98.2%73.8%99.6%100.0%100.0%
Mar-1895%95.9%70.1%93.4%100.0%100.0%
Apr-1895%97.9%80.1%99.6%100.0%100.0%

More information

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)

The 'Payments and processing' KPI target dipped below target in the last few months of FY 17/18 Q4, however performance increased by 10% in April.  The recent decrease is a result of an aged queue and, additionally, the redeployment of resources to other key areas of delivery on the scheme.

Renewables Obligation (RO)

We consistently achieve our ‘Payments and processing’ KPI target of issuing 95% of ROCs within 17 working days (Apr-Jun) and 12 working days (Jul-Mar). In March however we missed this target for the only time in 2017/18. This being due to a generating station submitting an inaccurate claim for ROCs that was not corrected prior to the monthly ROC issue. In April we were back above target again.

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.

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 over the last year. 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.

 

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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: Ofgem scheme administration.

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-17908856785
Jun-17730668848
Jul-17737720865
Aug-17683651897
Sep-1711458611181
Oct-177949881000
Nov-17777877901
Dec-17653594960
Jan-18788805925
Feb-18634631928
Mar-18790730988
Apr-18738684978

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Application volumes and the queue have been relatively steady over the past couple of months, with a small increase in applications received (+5.4%) and applications processed (+6.7%) this month if compared to April 2017.

Over the last 12 month's, spikes in applications received and subsequently queue length have been seen in May-17 and September-17. The May increase was mainly observed for Air Source Heat Pumps, and may have been the result of uncertainty around the possibility of further regulatory changes. The increase in September was due to regulation changes impacting biomass systems and heat pumps with the introduction of heat demand limits, coming into force on 20th September.

We put additional measures in place in order to deal with the spike in applications; and the result of this has been that the run rate for Q3 exceeded both Q1 and Q2 results; with queue reductions being seen in both October and November. The queue has continued to remain equal to, or below, 1000 since October.

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Source: Ofgem scheme administration.

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-171902151365
Jun-175452031700
Jul-17572041551
Aug-17581541457
Sep-172011431553
Oct-17771391453
Nov-17771551376
Dec-17731311325
Jan-18771321268
Feb-18751361205
Mar-181581431219
Apr-181421311231

More information

Over the last 12 months the queue has been following a general downward trend. However, there was a significant increase in applications received in June 2017, as applicants submitted medium size biomass applications ahead of the July degression and in anticipation of the next regulation changes. The result of this was a spike in the queue volume. A smaller increase was observed in September due to an increase in the number of applications submitted ahead of the September Regulation changes.

In line with the trend associated to 2017-18 with the increase in more complex technologies applying to the scheme, the return rate of applications being referred to applicants, to request further information in order to assess eligibility remains high.

Since the spike in September, the number of applications being received, up until March remained relatively constant, and as a result, has allowed us month on month to reduce the queue volume at a consistent rate. The increase in applications in March/April may be a result of the anticipation of Package 2B regulations coming into force; additionally, March has historically been a month in which degression has occurred and therefore applicants may have looked to ensure their application was in prior to 1st April (even though no degression had been announced). Finally, there were a number of application clusters received in March, with one applicant submitting 25 cases. Although, there was a jump in applications in comparison to previous months, the queue volume for March and April remained almost static against February and these figures still represent some of the lowest queue levels for NDRHI in the previous 12 months.

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

Source: Ofgem scheme administration.

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-174961302
Jun-1757103256
Jul-175484226
Aug-176251232
Sep-1710494241
Oct-174687199
Nov-176238217
Dec-174932229
Jan-1874109187
Feb-185364175
Mar-188943219
Apr-184257205

More information

Over the last year we undertook a number of initiatives which led to a significant reduction in the application queue length. However, as a result of working through the large queue, a lot of the applications left are older applications submitted by non-technical applicants. 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.

After falls in January and February the queue increased again in March but fell again in April. This was in response to the end of a tariff period and a higher number of applications being received including a number from a single applicant. Over the last months, a number of new members of staff have joined the Operations Team and have been trained to process applications and this along with a review of all outstanding applications currently underway, is responsible for the April reduction. We expect to see this trend continue over the coming months.

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Chart

Source: Ofgem scheme administration.

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-1721491026
Jun-174690997
Jul-1742113934
Aug-173898878
Sep-1750111831
Oct-174891791
Nov-1723121706
Dec-172691646
Jan-1825130559
Feb-1820115475
Mar-184355477
Apr-181662438

More information

We saw a rush of activity in advance of the 31st 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 the month before, i.e. just over 1,100 applications.

The queue has been steadily reducing since April-17 but increased slightly in March. This is as a result of an increase in applications in anticipation of the closure of a number of grace periods. Whilst we will continue to receive new applications, we expect the queue reduction trend to continue. However, at the same time, grace period requirements require us to assess more evidence and, as such, applications may take longer to process. We are also seeing a number of applications move from a 'dormant' to a 'live' status.

A number of additional colleagues now have Delegated Authority to review and approve RO applications. They have undertaken training and are now starting to review and approve applications. We expect this will help to keep reducing the queue over the coming months.

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Source: Ofgem scheme administration.

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-17 41,362 49,810 29,864
Jun-17 22,326 22,326 34,776
Jul-17 24,533 24,138 24,143
Aug-17 35,290 9,925 8,413
Sep-17 20,708 35,290 8,698
Oct-17 18,283 20,728 4,691
Nov-17 21,499 18,275 11,959
Dec-17 19,115 21,490 11,682
Jan-18 15,866 19,107 26,955
Feb-18 18,809 15,858 27,134
Mar-18 22,241 20,179 25,732
Apr-18 25,048 22,023 35,571

More information

A low volume of measures was processed in August 17. This was due to the volume of measures received from suppliers being low as they implemented changes in legislation (ECO2t), such as adopting the new deemed scores method. 

However, the number of measures processed in September 17 increased significantly due to previously de-prioritised CERO (Carbon Emissions Reduction Obligation) and HHCRO (Home Heating Cost Reduction Obligation) measures being processed in September. October saw a decrease in the queue after the monthly processing round returned to business as usual.

The queue underwent an increase in January and February, fell slightly in March and rose again in April. High proportions of measures are being processed and approved as business as usual, though measures remain unapproved due to being investigated in various operational and monitoring processes, such as pathways to compliance which rely on higher levels of interactions with the supply chain to resolve.

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Source: Ofgem scheme administration.

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-1730325
Jun-1715155
Jul-1715137
Aug-1723219
Sep-1722157
Oct-1716144
Nov-176153
Dec-17341
Jan-18353
Feb-18331
Mar-18111
Apr-18000

More information

The Warm Home Discount Scheme Regulations for the 2017/18 year were already in force before the start of the year and, as expected, we received a large number of scheme proposals in April and May 2017.

A large number of submissions were received in August and September 2017 as suppliers submit notifications ahead of the winter months for review and approval. This has resulted in the queue increasing slightly in August, however it decreased month by month between October and December, increasing slightly in January as we received re-notifications, and reducing again in February and March.

We received 3 WHD notifications in March for scheme year 8. These notifications will be processed from when we receive certainty on the Regulations. As we cannot conduct approvals until Regulations in force. We are expecting the majority of suppliers to start supplying us with notifications from June.

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

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