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%

More information

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

E-Serve

In May 2016 we launched our customer satisfaction measurement tool for transaction-based schemes. 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, we have seen a general upward trend in our customer satisfaction ratings during the year, with the number of respondents rating us 8, 9 or 10 out of 10 for customer satisfaction increasing from 43.8% in May 2016 to 72.4% in February. 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) 

Between May 2016 and February 2017 customer satisfaction has remained high. 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.  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)

Customer satisfaction has improved from 23.7% in May 2016 to the highest success level of 51.2% in February 2017. We consistently score highly on our interactions with customers, especially the information we provide through our dedicated helpline. The complexity of the regulations is a challenge and this 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.  These delays have an impact on customer satisfaction levels.

Renewables Obligation (RO)

Customer satisfaction has improved from 22.2% in May 2016 to a peak of 87.5% in November 2016. It is currently at 83.3%. Our high 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)  

Customer satisfaction has improved from 15.9% in May 2016 to a peak of 64.3% in January 2017. It is currently at 41.2%. The low scores in May were the result of changes to the Feed-in Tariff (FIT) scheme. These changes lead to the processing queue lengthening and consequently increased our application processing times. 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
May83.2%78.8%87.9%87.5%82.1%
Jun61.9%82.7%73.7%100.0%62.0%
Jul81.6%82.6%75.0%96.6%66.7%
Aug84.0%88.4%73.1%100.0%75.0%
Sep84.0%76.8%87.3%100.0%90.5%
Oct86.4%83.5%83.3%100.0%88.5%
Nov88.1%86.0%91.2%100.0%87.9%
Dec84.1%87.8%78.9%91.7%81.3%
Jan85.2%83.4%79.5%100.0%100.0%
Feb88.3%87.1%91.9%100.0%76.9%

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 7 of the 10 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. 

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
May44.4%62.9%29.7%44.4%30.2%
Jun58.7%73.1%33.3%63.6%33.3%
Jul59.4%73.6%22.2%54.8%24.1%
Aug60.2%71.3%43.8%50.0%33.3%
Sep55.3%70.3%44.1%55.6%63.6%
Oct79.4%86.2%67.7%87.5%69.8%
Nov78.8%88.2%60.6%75.0%56.3%
Dec77.1%87.7%62.2%90.0%64.3%
Jan85.8%90.0%63.8%83.3%88.5%
Feb85.6%91.6%75.0%90.0%53.3%

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. In May 2016 we scored just 44.4% but in February 2017 this has almost doubled to 85.6%. The only exception to this upward trend was in September 2016 when the rating dropped to 55.3%. 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 our score for February is our highest to date at 91.6%. A key factor supporting this is our use of an agile approach to guidance, which allows us to respond quickly to trends in enquiries and any feedback received. Between September and November 2016 we also refreshed the text we use in the ’Requests for Information‘ (RFIs) that we send to customers when asking them for further information. The RFIs are designed to give customers clear instructions about what information we need from them and also to direct them to the most appropriate guidance to support this. At around the same time there was a also a refresh of the ‘related links’ section on each of our webpages, to help direct website users to the information that is relevant to them.

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

Between May 2016 and February 2017 our performance in this area shows a steady and dramatic improvement. One of the main reasons is that we have listened to both customers and colleagues and implemented the changes they have suggested. For example, since May 2016 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. It's improved from 44.4% in May 2016 to a peak of 90% in December 2016 and is currently at 90%. The main reason for this 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)

Since we began measuring our performance in this area in May 2016, 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 they were a major contributor towards the peak satisfaction score of 88% we achieved in January 2017.

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%

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%58.5%90%92.0%
May-1660%52.7%90%94.9%
Jun-1660%52.7%90%70.9%
Jul-1660%52.4%90%95.2%
Aug-1660%51.7%90%98.7%
Sep-1660%47.1%90%100.0%
Oct-1660%50.9%90%100.0%
Nov-1660%48.2%90%99.2%
Dec-1660%48.9%90%99.1%
Jan-1760%48.4%90%99.1%
Feb-1760%51.2%90%99.8%

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) 

To date we have not achieved our ’Responding to stakeholders‘ key performance indicator (KPI)  target of 60% of applications to receive 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. For 2016/17, we expect our performance will be closer to 50%.

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%97.20%97.20%
May-1690%100.00%99.90%
Jun-1690%99.00%95.50%
Jul-1690%100.00%99.00%
Aug-1690%99.40%99.60%
Sep-1690%99.10%100.00%
Oct-1690%100.00%100.00%
Nov-1690%100.00%100.00%
Dec-1690%100.00%100.00%
Jan-1790%100.00%99.60%
Feb-1790%98.80%100.00%

More information

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

Renewables Obligation (RO)

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

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%92.30%
May-16100%90%90.80%
Jun-16100%90%96.80%
Jul-16100%90%90.10%
Aug-16100%100%90%98.30%
Sep-16100%100%90%97.00%
Oct-16100%100%90%96.00%
Nov-16100%100%90%98.00%
Dec-16100%100%90%96.80%
Jan-17100%100%90%98.10%
Feb-17100%100%90%94.90%

More information

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

Energy Company Obligation (ECO)

Since April 2016 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%

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 April 2016 and February 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
Apr-16918974597
May-16659708579
Jun-16913871624
Jul-16630687560
Aug-16607775506
Sep-16614631468
Oct-16646617521
Nov-16668664525
Dec-16740665602
Jan-17712770546
Feb-17741742545

More information

In general throughout 2016/17 application volumes have been 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 are in line with levels re-forecasted in September 2016.

Since September, the number of applications that we have received and processed has remained relatively steady, with a slight increase observed from December onwards. This increase may be related to the release of information on regulation changes that come into force in the Spring. This reduced level of applications has enabled us to focus resource on reducing older cases within the application queue. As a result we have made steady progress in reducing the overall queue size.

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
Apr-161542041553
May-161382131475
Jun-164132281655
Jul-161421821615
Aug-161242871449
Sep-163652541559
Oct-161201661500
Nov-161452341437
Dec-162432241383
Jan-171092151274
Feb-171631921234

More information

Over the year the shape and size of the queue has also changed significantly, with different technologies featuring more prominently at different points. In February we continued to make good progress in reducing the application queue. This was despite higher than forecast applications ahead of the upcoming Spring 2017 regulation changes.

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 February 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
Apr-16894452373
May-161093792103
Jun-161633451854
Jul-161183631614
Aug-161505051236
Sep-162694201088
Oct-1671320842
Nov-1692281641
Dec-16102181560
Jan-1762141473
Feb-1770138405

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 1,206 applications and completed the review of 3,073. As of February 2017 the queue now stands at 405 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 part of the 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.

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
Apr4580629
May3485580
Jun59128510
Jul4675468
Aug10090413
Sep5778333
Oct5240366
Nov9459365
Dec8847414
Jan8649451

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 in advance of 31 March 2017. This is the date when the complete closure of the scheme to small PV stations in GB with grace periods, and the closure of the scheme to all other technologies unless they can meet additional grace period criteria, takes effect. 

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
Apr-16419894803434761
May-16381444271046402
Jun-16391733889530700
Jul-16339514216929900
Aug-16275994203328200
Sep-16251333058726900
Oct-16222922469422200
Nov-16211972591045100
Dec-16242302710039600
Jan-17183532830036600
Feb-17209892080062500

More information

The queue for February has increased when compared to previous months as we have moved a high number of ECO measures out of the 'approved' status. This is partly due to measures being moved on to a 'pathway to compliance' (a key assurance process conducted under the scheme), as well as suppliers requesting to change measure information.

The high volume of measure changes are the outcome of an audit conducted on supplier information, which requires changes to the notified scores for affected measures. Once these further validation checks and amendments have concluded, it is highly likely that these measures will be re-instated under the 'approved' status. As a result, we expect that the queue will reduce considerably.

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
Apr-16000
May-16000
Jun-16000
Jul-16707
Aug-16887
Sep-16211711
Oct-16171315
Nov-1619259
Dec-169126
Jan-171088
Feb-179107

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 are already in force, so we expect to receive the majority of scheme proposals for the year between April and August 2017. All scheme proposals were responded to within 28 days, hence processing peaks are broadly in line with scheme submission peaks.

close