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
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-1780.3%86.7%72.4%75.0%72.7%
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%

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 89% 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 Q3, the volume of responses received in this period has been lower than usual, so the lower scores over the past few months should not be viewed as significant due to a large margin of error and therefore 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. However, we continue to see lower satisfaction with the time it takes us to process applications. There are a number of factors that are resulting in delays to processing applications. 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)

Whilst we have recorded consistently high customer satisfaction levels over the past few months, in December 2017 there was a considerable decrease with only 50% of customers satisfied with our services. Large variations in satisfaction scores may in part be due to the lower response volumes, which provided a less representative view of customer satisfaction than usual. Lower satisfaction scores may also be a reflection of the large queue of applications we have following the closure of the scheme which means that applications are taking longer to process than they were previously. 

The generally high scores seen in previous months 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)  

The volume of survey responses from Feed-in Tariffs customers was very low over the past few months, with no people completing the survey in December. Although the satisfaction scores were lower in September, October and November, they are based on a very small sample of customers so should not be viewed as representative. 

Since May 2016, 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
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%
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%

More information

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

Ofgem scheme administration

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 of over 70% of respondents rating our staff as ‘extremely helpful’ or ‘somewhat helpful’.  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, with December seeing a further increase of 3.6 percentage points on the previous month's high score. 

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. The score for December (75.0%) saw a marked increase on previous months and a return to the scores seen prior to Q3. To note, the volume of responses received in Q3 has been lower than usual, so the overall reduction seen in the score for the quarter 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 six of the last twelve months. 

Slightly lower scores since September 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. 

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. Since March 2017, our customer service score has been 100% in all months except July and September, and we expect to see our customer service score remain high in the coming months.

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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
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%93%100.0%
Apr-1777.7%78.5%74.1%88.9%70.0%
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%

More information

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

Ofgem scheme administration

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 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)

Customers have consistently 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. For example, in March 2017, 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 we have seen a steady improvement since May 2016. Following on from a slight dip in November, our score increased to 50% in December. The large fluctuations within the satisfaction scores may in part be due to the lower response volumes which have been received in Q3, which therefore provide a less representative view of customer satisfaction for the period in question.

Although we've seen an improvement in December, the results for Q3 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.

Renewables Obligation (RO)

November and December saw higher scores with 90% of customers finding our guidance documents useful in December 2017. Our performance in this area has improved significantly since we began measuring it in May 2016. 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)

Historically, our customers' satisfaction with our guidance hadn't been as high as we would have liked but we have been making significant progress in this area over the last few months. 

Over the last year, 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 score received in four of the last ten months.  

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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
Jan-1799%99.9%100.0%99.9%99.9%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%
May-1799%99.9%99.9%99.9%99.9%99.9%
Jun-1799%99.9%99.9%99.9%100.0%99.9%
Jul-1799%99.9%99.8%99.9%100.0%100.0%
Aug-1799%95.1%91.3%96.3%100.0%92.0%
Sep-1799%99.4%99.5%99.9%96.7%100.0%
Oct-1799%99.7%100.0%99.9%100.0%100.0%
Nov-1799%99.9%100.0%99.9%100.0%100.0%
Dec-1799%99.9%100.0%99.8%100.0%100.0%

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. 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 December. 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 planned 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
Jan-1760%48.4%90%99.1%
Feb-1760%51.2%90%99.8%
Mar-1760%47.8%90%98.9%
Apr-1790%96.7%90%98.7%
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%

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 days. In December, we exceeded the target, responding to 97.1% of enquires about applications within 10 working days.

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.

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Chart

Source: Ofgen 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
Jan-1790%100%99.6%
Feb-1790%98.8%100%
Mar-1790%99.0%100.0%
Apr-1790%52.5%100.0%
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%

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 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. The volume of emails started to ease off in June, and have remained just over 1000 each month, enabling us to exceed the target by responding to 98.3% of stakeholders within the KPI target in December.

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
Jan-17100%100%90%98.1%
Feb-17100%100%90%94.9%
Mar-17100%100%90%98.1%
Apr-17100%100.0%90%100.0%
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%

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
Jan-1795%96.7%98.6%99.2%100%98.6%
Feb-1795%98.3%97.4%99.3%100%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%
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%

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)

During the last 12 months we have consistently achieved our ‘Payments and processing’ KPI target of making 95% of payments within 30 working days. However, we dipped to 87.8% and 85.3% in November and December, respectively. The dip was the result of a number of cases that needed follow on investigation, prior to releasing for payment, across various operational areas (e.g. cases required either an amendment to the installation, investigation at periodic data stage, or had ongoing compliance action) and they did not meet the payment cut off. Although we are often waiting for information from scheme participants in order to make payment, these submissions accrue days in the queue overall, affecting our scores.

these cases required either an amendment to the installation, investigation at periodic data stage due to issues with the installations being highlighted by the data submissions, or had ongoing compliance action taking place prior to being released for payments as the cases had either been 'on hold', 'pending' approval while previous cases associated to the installation were reviewed; or, had payment sanctions removed.

Renewables Obligation (RO)

During the last 12 months 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).

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
Jan-17712770546
Feb-17741742545
Mar-1711901060675
Apr-17700641734
May-17908856785
Jun-17730668848
Jul-17737720865
Aug-17683651897
Sep-1711458611181
Oct-177949881000
Nov-17777877901
Dec-17653594960

More information

In general throughout 2016/17 application volumes were considerably lower than in 2015/16 and lower than originally forecast 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 which was likely related to expected changes in the Regulations. 

Application volumes returned to nearer their pre-March 2017 levels in April 2017 but increased again in May 2017.  This increase was mainly observed for Air Source Heat Pumps, and may be the result of uncertainty around the possibility of further regulatory changes.

The increased volume of applications seen in March and May 2017 resulted in the application queue increasing significantly in Q2 and Q3, but 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. There was a slight increase in the queue volume in December, however the volume of the queue has continued to remain equal to, or below, 1000 since October.  

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Chart

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
Jan-171092151274
Feb-171631921234
Mar-174342721393
Apr-171972001390
May-171902151365
Jun-175452031700
Jul-17572041551
Aug-17581541457
Sep-172011431553
Oct-17771391453
Nov-17771551376
Dec-17731311325

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, with biomass applications reducing significantly in volume. 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. Since April 2017, the number of applications had been dropping back to nearer to pre-March levels, whilst the queue was also decreasing.  However, there was a significant increase in applications received in June 2017, as applicants submitted medium size biomass applications ahead of the 1 July degression and in anticipation of the next regulation changes: the result of which was a spike in the queue volume.   

In September, the queue underwent a small increase due to an increase in the number of applications submitted ahead of the Regulation changes. We are also supporting applicants around some of the complexities related to changes in regulations, requirements and technologies, and we are making sure that we have the resource available to maintain our service levels in this area.

In line with the trend associated to 17/18 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 has remained constant for Q3 and, as a result, has allowed us to month on month reduce the queue volume at consistent rate. The queue volume for December 2017 represented the lowest queue level for NDRHI in the 17/18 financial year.  

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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
Jan-1758136453
Feb-1765133385
Mar-1791141335
Apr-174566314
May-174961302
Jun-1757103256
Jul-175484226
Aug-176251232
Sep-1710494241
Oct-174687199
Nov-176238217
Dec-174932229

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.

The queue underwent a small increase in November and December. Over the last month a number of new members of staff have joined the Operations Team and have been trained to process applications. We aim to bring the queue below 200 applications by the end of the financial year. 

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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
Jan-178649451
Feb-1713061533
Mar-17564451102
Apr-17421161048
May-1721491026
Jun-174690997
Jul-1742113934
Aug-173898878
Sep-1750111831
Oct-174891791
Nov-1723121706
Dec-172691646

More information

From September 2016 to February 2017 we saw 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 has been reducing month on month for the last nine months. Whilst we will continue to receive new applications, we expect the month on month 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 been undertaking training with a view to considering applications for approval shortly. We expect this will help to further reduce the queue over the coming months. 

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Chart

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
Jan-17 18,353 28,300 36,600
Feb-17 20,989 20,800 62,500
Mar-17 21,157 48,600 40,500
Apr-17 34,734 28,980 52,988
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

More information

A low volume of measures was processed in August. 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 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 November and has stabilised through December. 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.

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Chart

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
Jan-171086
Feb-179108
Mar-17687
Apr-1726247
May-1730325
Jun-1715155
Jul-1715137
Aug-1723219
Sep-1722157
Oct-1716144
Nov-176153
Dec-17341

More information

The Warm Home Discount scheme year 2016/17 began later than expected, in July 2016, 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 and May 2017. 

A large number of submissions were received in August and September 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 has been reducing month on month for the last four months as we receive lower volumes of notifications due to supplier activities being set up and in progress.

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

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