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.
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.
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.
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.