Environmental programmes: Ofgem’s role and delivery performance

Our role

Ofgem delivers renewable energy and social programmes on behalf of government. Our expertise lies in designing, setting up and delivering large scale programmes in the sustainable energy sector. These programmes are in fields as diverse as renewable heat, renewable electricity, energy efficiency and fuel poverty.

We work with energy companies, consumer groups and other stakeholders, including the UK’s elected representatives, to make sure policy targets are met in the most economical and consumer conscious way possible.

We’re also working with a growing number of delivery partners across government, adding value to their operations by sharing our expertise.

Counter fraud

We take allegations of fraud very seriously. To find out how to report suspected fraud within an environmental or social scheme, or to learn more about our role in preventing fraud, please see our Counter Fraud section.

The schemes we administer

Domestic Renewable Heat Incentive (DRHI)

The Domestic Renewable Heat Incentive encourages the use of renewable heat.

The scheme is funded by HM Treasury and provides quarterly payments over seven years to homeowners who install eligible domestic renewable heat technologies. Only the owner of an eligible installation can apply for the scheme.

We’re responsible for administering this scheme on behalf of the Department for Business, Energy and Industrial Strategy, and the Department for the Economy administers a separate domestic scheme in Northern Ireland.

domesticrhi@ofgem.gov.uk

Feed-in Tariff (FIT)

The Feed-in Tariff scheme encourages uptake of small-scale renewable low carbon electricity generation technologies.

The scheme requires FIT licensees (electricity suppliers) to make fixed tariff payments for electricity generated and exported to the network by accredited installations. The cost of the scheme is shared across all electricity suppliers.

Additional benefits are also available for community and school installations.

We administer this scheme on behalf of the Department for Business, Energy and Industrial Strategy, ensuring compliance from electricity suppliers and reporting to the Secretary of State.

renewable@ofgem.gov.uk

Renewables Obligation (RO)

The Renewables Obligation is one of the main support schemes for large-scale renewable electricity generation in the UK. It puts an obligation on licensed electricity suppliers to source a proportion of their supply from renewables.

Renewables Obligation Certificates (ROCs) are issued to accredited generators for the renewable electricity they generate. These are then used by electricity suppliers to demonstrate they have met their obligation. If suppliers do not have sufficient ROCs to meet their obligations they must instead pay into a ‘buy-out’ fund. Once the compliance period has closed, this fund is redistributed to compliant suppliers.

We administer this scheme on behalf of the Department for Business, Energy and Industrial Strategy and the Utility Regulator in Northern Ireland (UREGNI) through an Agency Services Agreement.

Our role is to accredit generating stations, issue certificates, ensure compliance by electricity suppliers and report annually.

renewable@ofgem.gov.uk

Renewable Energy Guarantees of Origin (REGO)

The Renewable Energy Guarantees of Origin (REGO) scheme aims to promote and increase the contribution of renewable energy sources to electricity production across the EU. It provides a common platform for the trade of renewable electricity between member states.

REGOs are certificates which demonstrate electricity has been generated from renewable sources. Their primary purpose is to allow suppliers to meet the Fuel Mix Disclosure condition in their supply license. This requires suppliers to let their customers, and potential customers, know where their electricity is generated from.

We administer this scheme on behalf of the Department for Business, Energy and Industrial Strategy and also on behalf of UREGNI through an Agency Services Agreement.

cclandrego@ofgem.gov.uk

Climate Change Levy (CCL) exemption

The Climate Change Levy (CCL) is a tax on UK business energy use, charged at the time of supply. Electricity generated from certain renewable sources before 1 August 2015 was exempt from the CCL.

We administer a certification scheme on behalf of HM Revenue and Customs, which provides evidence for the operation of this tax exemption.

cclandrego@ofgem.gov.uk

Energy Company Obligation (ECO)

The Energy Company Obligation requires larger suppliers to deliver energy efficiency measures such as loft and wall insulation to domestic premises in Great Britain.

Suppliers’ obligations depend on their market share, and delivery of the obligation is market driven. Suppliers are not tied to their own customer base to meet their overall targets.

We administer this scheme on behalf of the Department for Business, Energy and Industrial Strategy and reports to the Secretary of State on a monthly basis.

We provide guidance to energy suppliers and those in the supply chain to help them deliver measures that comply with the requirements of the obligation.

eco@ofgem.gov.uk

Warm Home Discount (WHD)

The Warm Home Discount obligates energy suppliers over a certain size to provide support to vulnerable customers in Great Britain.

Most support is provided through annual electricity rebates of £140 to customers in or at risk of fuel poverty. This can include low income pensioners and families with young children. Other support is provided through a mixture of initiatives such as free energy advice and help with clearing energy debts.

We administer the scheme on behalf of the Department for Business, Energy and Industrial Strategy, ensuring energy suppliers meet their obligations and reporting annual outcomes to the Secretary of State.

whd@ofgem.gov.uk

Offtaker of Last Resort (OLR)

The Offtaker of Last Resort (OLR) is a scheme that enables eligible renewable generators to enter into a Backstop Power Purchase Agreement (BPPA) with a licensed supplier when they cannot get a standard Purchase Power Agreement through normal commercial avenues.  Eligible renewable generators will need to hold either a Contract for Difference or an Investment Contract.

We administers the scheme on behalf of the Department for Business, Energy and Industrial Strategy. Our role is to assess generators’ eligibility, run OLR auctions and to share the costs of the scheme fairly across all electricity suppliers.

olr@ofgem.gov.uk

Our performance

Our data shows 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.

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
Mar-1877.4%80.1%58.9%100.0%92.3%
Apr-1869.8%76.6%38.6%0.0%50.0%
May-1862.3%64.6%45.2%57.1%25.0%
Jun-1869.8%70.8%20.0%50.0%
Jul-1874.7%80.0%39.4%0.0%50.0%
Aug-1881.9%83.7%62.5%
Sep-1873.5%75.2%52.9%
Oct-1873.4%75.4%42.9%
Nov-1863.9%62.6%50.0%90.0%
Dec-1870.5%72.6%34.6%
Jan-1984.9%85.7%43.8%
Feb-1980.9%81.6%20.0%--

More information

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. 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) 

Over the last 12 months, our scores have remained high, well above our 60% target. In February 2019, our score remained consistent and well above target at 81.6%. One of the main reasons for our strong application process score is the ease of the process. 

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

Over the past 12 months, there has been significant fluctuation in the scores. Since the beginning of 2018, we have seen a significant drop in the number of responses we receive. Due to the reduction in response return rates, the recent reduction in scores 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. The low score has been driven by the length of time it takes to process complex applications and the effort involved for the participant, as 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)

The RO accreditation surveys ceased in August 2018. The reason for this is that in recent months, the surveys have yielded a very low response rate, making it difficult to obtain a representative sample size. The scheme is now only open to certain grace periods, therefore, the number of new applications received are much lower than when we initiated surveys, which, again, has meant that obtaining enough responses for us to draw learnings from has become difficult. We will, however, continue with our other customer satisfaction scores that focus on the on-going obligations within the renewable electricity schemes to help inform the level of service we are providing to scheme participants.

During November 2018, we sent out the bi-annual ROC Issue Survey, which gave a result of 90% customer satisfaction. Overall, respondents were happy with the customer service they received. All respondents found the data submission process easy and also found it easy to use our Renewables and CHP register to transfer their ROCs.  

Feed-In Tariffs (FIT)  

As with the RO scheme, the FIT application surveys ceased in August 2018. Due to the capping mechanism, the number of applications to the FIT scheme are much lower than when the surveys were initiated. Similar to RO, this has meant obtaining enough responses for us to draw learnings from has been difficult, along with the low response rates, which has made it difficult to obtain a representative sample size.

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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
Mar-1875.6%76.7%70.8%100.0%
Apr-1866.7%69.8%56.3%100.0%0.0%
May-1864.9%67.2%50.0%0.0%75.0%
Jun-1867.4%66.3%71.4%100.0%
Jul-1872.3%69.4%75.0%100.0%100.0%
Aug-1867.3%64.4%80.0%
Sep-1872.5%73.5%66.7%
Oct-1876.1%77.8%57.1%
Nov-1865.7%66.3%0.0%
Dec-1865.6%67.2%52.9%
Jan-1973.3%72.5%80.0%
Feb-1957.6%60.7%0.0%0.0%0.0%

More information

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 February 2019, our score decreased from the previous month to 57.6% of respondents rating our staff as ‘extremely helpful’ or ‘somewhat helpful’, which is below average. Over the last year, our scores have remained well above target, which 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 score for February 2019 is below the average over the past 12 months, with 60.7% of respondents rating staff as helpful. Over the past 12 months we have scored consistently well in relation to the helpfulness of our staff. This is because, 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.  

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

Over the last 12 months, the volume of responses have been relatively low, therefore, the large fluctuations seen in the scores should not be viewed as significant due to the potential for a larger margin of error.

Renewables Obligation (RO)

The RO accreditation surveys ceased in August 2018.

Feed-In Tariffs (FIT)

The FIT application surveys ceased in August 2018.

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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
Mar-1872.2%74.4%54.2%100.0%100.0%
Apr-1873.9%78.7%52.9%0.0%0.0%
May-1874.7%77.7%40.0%100.0%50.0%
Jun-1868.8%70.9%25.0%100.0%
Jul-1881.2%82.7%71.4%0.0%100.0%
Aug-1863.8%66.7%33.3%
Sep-1873.1%75.0%50.0%
Oct-1874.0%76.2%14.3%
Nov-1869.3%69.6%0.0%
Dec-1870.8%73.9%18.8%
Jan-1975.3%77.2%45.5%
Feb-1971.4%73.4%25.0%0.0%0.0%

More information

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’. In the last year, there has been a consistent trend of over 70% of respondents finding our guidance documents useful which is very positive. This month, the score was 71.4%. 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)

Our score for February 2019 has remined consistent with our average, at 73.4%. On the whole, 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)

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

The overall results for the year so far 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)

The RO accreditation surveys ceased in August 2018.

Feed-In Tariffs (FITs)

The FIT application surveys ceased in August 2018.

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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
Mar-1899%99.94%99.31%99.93%100.00%100.00%
Apr-1899%99.98%99.97%99.94%99.99%99.97%
May-1899%99.81%99.94%99.94%99.95%98.56%
Jun-1899%100.00%100.00%99.58%99.90%99.98%
Jul-1899%100.00%99.98%99.70%99.90%99.97%
Aug-1899%100.00%99.93%99.97%99.96%100.00%
Sep-1899%100.00%99.93%99.97%99.96%100.00%
Oct-1899%99.99%99.99%99.89%99.95%100.00%
Nov-1899%100.00%99.99%99.94%99.91%100.00%
Dec-1899%99.98%99.99%99.70%99.61%99.86%
Jan-1999%99.96%99.99%99.70%99.84%100.00%
Feb-1999%99.99%100.00%99.87%99.85%100.00%

More information

Domestic RHI

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

Non-Domestic RHI

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

Renewable Obligation

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

Feed-in Tariffs

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

Energy Company Obligation

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

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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
Mar-1890%91.2%90%98.8%
Apr-1890%67.8%90%99.1%
May-1890%73.6%90%99.1%
Jun-1890%100.0%90%95.1%
Jul-1890%100.0%90%94.6%
Aug-1890%97.2%90%95.5%
Sep-1890%89.6%90%97.6%
Oct-1890%77.6%90%91.3%
Nov-1890%80.5%90%95.2%
Dec-1890%78.7%90%94.9%
Jan-1990%69.1%90%87.3%
Feb-1990%31.8%90%96.5%

More information

Domestic Renewable Heat Incentive (Domestic RHI) 

In January 2019, an error was identified in the reporting, meaning the KPI was not accurately calculated, which was then corrected and data was back-dated. The corrected data shows that the KPI has been below target since October 2018. Now that we are aware that performance is below target, we are working to improve this and reach the target by the end of the financial year. In February 2019, we focussed on closing older, more complex enquiries, and a large number of these were closed. This meant the target was missed, however, itwe expect it to improve significantly next month.

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, however, in January 2019 the KPI dropped just below target to 87.3%. The creation of the One Ofgem enquiries team has enabled us to flex resource across schemes to focus on priority areas. The KPI was back above target in February, at 96.5%. 

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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
Mar-1890%96.9%100.0%
Apr-1890%95.2%95.5%
May-1890%96.7%100.0%
Jun-1890%98.2%92.8%
Jul-1890%98.9%99.5%
Aug-1890%100.0%100.0%
Sep-1890%97.9%100.0%
Oct-1890%98.9%100.0%
Nov-1890%98.8%98.9%
Dec-1890%98.5%100.0%
Jan-1990%98.8%99.5%
Feb-1990%96.5%99.2%

More information

Renewables Obligation (RO)

We continue to exceed our ‘Responding to stakeholders’ KPI target of responding to 90% of enquiries about applications within 10 working days.

Feed-In Tariffs (FITs) 

We continue to exceed 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
Energy Company Obligation targetEnergy Company ObligationWarm Home Discount targetWarm Home Discount
Mar-1890%100.0%100%100.0%
Apr-1890%100.0%100%100.0%
May-1890%100.0%100%100.0%
Jun-1890%100.0%100%100.0%
Jul-1890%100.0%100%100.0%
Aug-1890%100.0%100%100.0%
Sep-1890%100.0%100%100.0%
Oct-1890%100.0%100%100.0%
Nov-1890%100.0%100%100.0%
Dec-1890%84.8%100%100.0%
Jan-1990%94.9%100%100.0%
Feb-1990%88.5%100%100.0%

More information

Energy Company Obligation (ECO)

Until December 2018, we had consistently surpassed our ‘Responding to stakeholders’ KPI target of responding to 90% of queries within 10 working days. However, in December, the score dropped to 84.8%. The majority of queries that were not responded to within the timeframe were policy related, and most of these were stakeholder feedback on our draft Delivery guidance, which were answered when the guidance was published on 20th December. We were also engaging with suppliers on areas of concern throughout November and December through other avenues. Following this, in January 2019, our performance improved, however, it dropped slightly in February, as resource was flexed across the organisation to focus on priority areas.

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
Mar-1895%95.9%70.1%93.4%100.0%100.0%
Apr-1895%97.9%80.1%99.6%100.0%100.0%
May-1895%92.1%58.4%99.4%100.0%100.0%
Jun-1895%94.0%62.1%97.9%100.0%100.0%
Jul-1895%96.6%79.0%99.8%100.0%100.0%
Aug-1895%96.1%60.4%98.2%100.0%100.0%
Sep-1895%99.3%93.4%97.9%100.0%100.0%
Oct-1895%98.6%97.2%98.9%100.0%100.0%
Nov-1895%98.8%93.0%98.8%100.0%100.0%
Dec-1895%98.9%97.5%98.5%100.0%100.0%
Jan-1995%99.1%97.8%98.8%100.0%100.0%
Feb-1995%97.5%97.5%99.7%100.0%100.0%

More information

Domestic Renewable Heat Incentive (Domestic RHI) 

Until May 2018, we had consistently surpassed our ‘Payments and processing’ KPI target of making 95% of payments within five working days. Since then, the score has improved again, resulting in February's KPI exceeding the target at 97.5%. The dip below target in May and June was in part due to a number of processed payments being affected by payment suspensions, as these are dependent on action by scheme participants before payment can be completed. 

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

Although the 'Payments and processing' KPI has been below target for 18/19, July saw a positive increase. This, however, dropped back again in August due to a focus on improving the queue and the redeployment of resources to other key areas of delivery on the scheme. As expected, there has been a significant improvement since then, with the target being exceeded for the first time in October. Excluding a slight dip in November, the KPi has remained above target and we expect this to continue into the next financial year.

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 the reporting period we missed the target once, in March 2018.  This was due to a generating station submitting an inaccurate claim for ROCs that was not corrected prior to the monthly ROC issue. 

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
Mar-18790730988
Apr-18738746978
May-186335401,069
Jun-185555901,041
Jul-186595851,107
Aug-186965891,205
Sep-188276871,355
Oct-1810429681,425
Nov-1898110291,370
Dec-188908761,384
Jan-197297801,329
Feb-19112011251,322

More information

Application volumes had gradually decreased month on month for Q1 of FY 18/19, however, this has been increasing since July 2018. Since then, we have seen some of the highest applications received YTD.

The increase in applications received has been due to regulation changes impacting heat pumps whereby applications submitted on or after the 22nd May 2018 require metering for performance.

Despite the increase in applications received, processing has also increased, meaning, after an initial increase, the queue has remained relatively static over the last few months. Experienced staff are able to focus on the older, more complex applications, whilst newer staff are making progress with incoming applications.

In January 2019, there was a 53% increase in applications from the previous month. This can be attributed to a drop in applications in January due to an issue that meant applicants were unable to apply with MCS certificates created in early January. Applications continue to be monitored for any emerging trends.

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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
Mar-181581431219
Apr-181421311230
May-181831421271
Jun-18561391181
Jul-18381241091
Aug-1852160983
Sep-1862114929
Oct-1893140887
Nov-1887157815
Dec-186492789
Jan-19107117775
Feb-1912194796

More information

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. Additionally, in May 2018, following the introduction of Package 2B regulation changes, there was a spike in the number of applications received. However, against the spikes in volumes received, the volume of applications processed has remained relatively constant; and, with the reduction in applications over the past few months, this resulted in a reduction in the queue volume.

In January 2019, there was another spike in applications received. Over 50% of these were in relation to Shared Ground Loops (SGL) and, as multiple Ground Source Heat Pumps can share a ground loop, multiple applications are submitted in relation to one SGL. This continued in February, leading to the first increase in the queue since June 2018. 

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Chart

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
Mar-188743219
Apr-184057205
May-184865188
Jun-186056192
Jul-184965176
Aug-184786144
Sep-188538191
Oct-185480165
Nov-186150176
Dec-188447213
Jan-196789195
Feb-197940234

More information

The anticipated increase in applications continues, as the scheme draws to a close. This increase is even greater at the end of a quarterly tariff period, particularly September and December 2018. This has led to an increase in the queue.

However, a new approach to triaging applications means that the more straight-forward applications are dealt with quickly and the queue reduces in subsequent months. This approach will continue over the coming months and, after closure on 31st March 2019, the queue should reduce month on month.

Of the remaining applications, a number are more complex, requiring additional work and, in some cases, audit, to confirm the evidence and subsequent accreditation. This means that these applications are taking longer to assess.

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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
Mar-184355477
Apr-181662438
May-182181388
Jun-181851374
Jul-181490308
Aug-181877253
Sep-181626250
Oct-181930250
Nov-182136243
Dec-181318241
Jan-191017240
Feb-192727240

More information

The closure of the scheme on 31st March 2017 saw a rush of applications but since then, the queue has steadily reduced, with the exception of an increase in March 2018 as a result of the closure of a number of grace periods.

Whilst we will continued to receive a comparatively low number of new applications, the end of the final grace period on 31st January 2019 will mean that only amendments will be received in future. Grace period requirements, however, require us to assess more evidence and, as such, applications take longer to process.

Due to the number of amendments being received, the queue remains static.  The new approach to triaging all applications and amendments will have an impact in the coming months, thereby reducing the queue further.

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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
Mar-18 22,241 20,179 25,732
Apr-18 25,048 22,023 35,571
May-18 5,657 25,091 33,062
Jun-18 28,060 24,610 25,002
Jul-18 28,787 25,976 31,820
Aug-18 23,817 28,368 34,576
Sep-18 33,257 23,205 51,676
Oct-18 38,092 30,331 41,718
Nov-18 8,753 50,069 47,313
Dec-18 10,010 6,323 71,084
Jan-19 32,703 9,264 81,827
Feb-19 17,971 37,864 15,016

More information

The queue underwent an increase in April 2018 and, after dropping back in June, increased over the following three months as suppliers notified increased volumes of measures to ensure compliance against obligations ahead of the closure of ECO2t. In November 2018, the number of measures received decreased significantly due to the closure of ECO2. We may still receive ECO2 notifications, due to any late submissions.

The first of ECO3 measures were received in December 2018 and the first processing of these took place in February 2019, at the end of the notification period. Early delivery measures have until the end of February 2019 to notify, so these will not be processed until March 2019.

In December 2018, the queue increased significantly because approximately 25,000 measures were moved from "approved" status due to Q6 monitoring.  These have now been resolved.

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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
Mar-18111
Apr-18000
May-18716
Jun-185010
Jul-189515
Aug-1815129
Sep-1812401
Oct-184240
Nov-18450
Dec-18606
Jan-19472
Feb-19340

More information

We have received 70 WHD notifications from March to February for Scheme Year 8. The new WHD Regulations came into force on 15th August 2018 and, since then, the team have been focusing on responding to notifications within the statutory deadline, 20 working days. Scheme proposals have been responded to within the deadline, hence processing peaks are broadly in line with scheme peaks.

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Publications and updates

  • Published: 29th Jan 2016
  • Charts and data
  • 1 Associated documents
If you would like to find out more about the uptake of the schemes we deliver in Wales, you can view our E-Serve in Wales by Numbers 2015 booklet.

  • Published: 29th Jan 2016
  • Charts and data
  • 1 Associated documents
If you would like to find out more about the uptake of the schemes we deliver in Scotland, you can view our E-Serve in Scotland by Numbers 2015 booklet.