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
Oct-1785.6%87.1%56.8%72.7%55.6%
Nov-1785.0%88.5%63.0%70.4%54.5%
Dec-1787.2%89.0%61.0%50.0%
Jan-1883.5%84.9%64.7%37.5%50.0%
Feb-1874.1%81.6%65.5%80.0%57.1%
Mar-1877.4%80.1%58.9%100.0%92.3%
Apr-1869.8%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%

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. 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.  This month, we have seen a slight drop from August, to 75.2%.  Our score has been driven by strong scores on the application process and the Annual Declaration surveys.  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; as seen with the increase of 23.1 percentage points in August and, in September, our score has decreased slightly to 52.9%.  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.

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 obaining 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.  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.

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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
Oct-1780.8%79.5%50.0%90.9%100.0%
Nov-1779.2%80.0%25.0%92.3%100.0%
Dec-1783.8%83.6%77.8%90.0%
Jan-1883.0%82.6%80.0%100.0%66.7%
Feb-1883.8%80.0%91.7%92.3%
Mar-1875.6%76.7%70.8%100.0%
Apr-1866.7%69.8%56.3%100.0%0.0%
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%

More information

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

E-Serve

One of the key areas we measure as part of our customer satisfaction surveys is how helpful our staff are when answering customers' queries.  In September 2018, our score has increased on the previous month, with 72.5% of respondents rating our staff as ‘extremely helpful’ or ‘somewhat helpful’.  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 September has remained consistent with the average over the past 12 months, with 73.5% of respondents rating staff as helpful.  Over the past 12 months we have scored consistently well in relation to the helpfullness 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)

This month, our score dropped back slightly, from the previous month, with 66.7% of customers rating our staff as helpful.  Our dedicated enquiry line enables us to support customers to ensure that they understand the requirements of the scheme. To note, the volume of responses received in recent months has been lower than usual, so the large fluctutations seen in the scores for that period 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
Oct-1776.8%77.5%66.7%60.0%77.8%
Nov-1776.8%79.3%22.2%93.3%40.0%
Dec-1775.7%76.6%50.0%90.0%
Jan-1881.0%83.3%40.0%57.1%75.0%
Feb-1872.1%74.2%66.7%64.3%
Mar-1872.2%74.4%54.2%100.0%100.0%
Apr-1873.9%78.7%52.9%0.0%0.0%
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%

More information

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

E-Serve

One of the key areas we measure as part of our customer satisfaction surveys is how useful customers find our guidance documents.  Since we began surveying there has been a general upward trend in the number of respondents rating the usefulness of our guidance documents as ‘extremely helpful’ or ‘somewhat helpful’. In the last year, there has been a consistent trend of over 70% of respondents finding our guidance documents useful which is very positive.  In August 2018, our scored dropped to 63.8% , which is below average.  However, in September, the score increased to 73.1% - back in line with the average over the past 12 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)

Our score for September has increased to 75%.  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)

Our score has improved to 50% in September, after a particular low in August. 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
Oct-1799%99.7%100.0%99.9%99.97%100.0%
Nov-1799%99.9%100.0%99.9%99.98%100.0%
Dec-1799%99.9%100.0%99.8%100.00%100.0%
Jan-1899%99.8%100.0%99.9%100.00%100.0%
Feb-1899%100.0%99.9%99.8%99.81%100.0%
Mar-1899%99.9%99.3%99.9%100.00%100.0%
Apr-1899%100.0%100.0%99.9%99.99%100.0%
May-1899%99.8%99.9%99.9%99.95%98.6%
Jun-1899%100.0%100.0%99.6%99.90%100.0%
Jul-1899%100.0%100.0%99.7%99.90%100.0%
Aug-1899%100.0%99.9%100.0%99.96%100.0%
Sep-1899%100.0%99.9%100.0%99.96%100.0%

More information

Domestic RHI

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

Non-Domestic RHI

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

Renewable Obligation

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

Feed-in Tariffs

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

Energy Company Obligation

We have generally surpassed our ‘Maintaining system availability’ KPI target of ensuring 99% availability. In May 2018, performance dropped below target which was due to an issue with the checkpoint firewall that was restricting access to the register.   We were back on track again from June. 

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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
Oct-1790%92.1%90%99.6%
Nov-1790%93.6%90%99.2%
Dec-1790%97.1%90%97.8%
Jan-1890%92.7%90%99.2%
Feb-1890%79.1%90%99.1%
Mar-1890%91.2%90%98.8%
Apr-1890%67.8%90%99.1%
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%100.0%90%97.6%

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) 

Following a slight dip in the performance at the start of Q1 as a result of flexing resources across the operation in orderto support other core areas of the scheme, we have seen an overall improvement over the past threee months, with 100% of queries responded to 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, with September's score of  97.6% once again exceeding the KPI. 

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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
Oct-1790%99.6%99.5%
Nov-1790%99.5%100.0%
Dec-1790%98.3%97.3%
Jan-1890%99.4%93.3%
Feb-1890%98.4%99.1%
Mar-1890%96.9%100.0%
Apr-1890%95.2%95.5%
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%

More information

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

Renewables Obligation (RO)

We have consistently exceeded our ‘Responding to stakeholders’ KPI target of responding to 90% of enquiries about applications within 10 working days. Our strong performance continued in September by responding to 97.9% of stakeholders within the target. 

Feed-In Tariffs (FITs)

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

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Chart

Source: Ofgem scheme administration.

This chart shows how well the Energy Company Obligation (ECO) and Warm Home Discount (WHD) schemes we administer on behalf of government are performing against our 'responding to stakeholders' key performance indicator (KPI) targets. These targets form part of the commitments we made to customers within Ofgem’s Forward Work Programme.

Policy Areas:

  • Environmental programmes
  • ECO
  • WHD

Data Table

Ofgem scheme administration: Energy Company Obligation and Warm Home Discount - responding to stakeholders

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

More information

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

Energy Company Obligation (ECO)

To date we have consistently surpassed our ‘Responding to stakeholders’ KPI target of responding to 90% of queries within 10 working days.  

Warm Home Discount (WHD)

We have consistently met our ‘Responding to stakeholders’ KPI target. This means that we've responded to 100% of Warm Home Discount scheme proposals submitted for approval by obligated energy suppliers within 28 days. It is a statutory obligation, which is why it has a higher target than other operational KPIs.

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Chart

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

Source: Ofgem scheme administration.

This chart shows how well the schemes we administer on behalf of government are performing against our 'payments and processing' Key Performance Indicator (KPI) targets. These targets form part of the commitments we made to customers within Ofgem’s Forward Work Programme.

Policy Areas:

  • Environmental programmes
  • ECO
  • Domestic RHI
  • Non-Domestic RHI
  • FIT
  • RO

Data Table

Ofgem scheme administration: Payments and processing

TargetDomestic RHINon-Domestic RHIRenewables ObligationFeed-In TariffsEnergy Company Obligation
Oct-1795%98.3%95.2%98.0%100.0%100.0%
Nov-1795%98.3%87.8%98.2%100.0%100.0%
Dec-1795%96.5%85.3%99.7%100.0%100.0%
Jan-1895%98.1%92.3%99.5%100.0%100.0%
Feb-1895%98.2%73.8%99.6%100.0%100.0%
Mar-1895%95.9%70.1%93.4%100.0%100.0%
Apr-1895%97.9%80.1%99.6%100.0%100.0%
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%

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, resulting in September's KPI exceeding the target at 99.3%.  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 in September, with the target exceeded at 93.4%. 

Renewables Obligation (RO)

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

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
Oct-177949881,000
Nov-17777877901
Dec-17653594960
Jan-18788805925
Feb-18634631928
Mar-18790730988
Apr-18738746978
May-186335401,069
Jun-185555901,041
Jul-186595851,107
Aug-186965891,205
Sep-188276871,355

More information

Application volumes had gradually decreased month on month for Q1 of FY 18/19, however there was  an increase of 15.8% from June to July 2018, and another increase of 18.8% from August to September.  This has resulted in a slight increase in the queue volume. 

Over the last 12 month's, a spike in applications received and therefore queue length was seen in September-17. This increase was due to regulation changes impacting biomass systems and heat pumps with the introduction of heat demand limits, coming into force on 20th September.

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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
Oct-17771391453
Nov-17771551376
Dec-17731311325
Jan-18771321268
Feb-18751361205
Mar-181581431219
Apr-181421311230
May-181831421271
Jun-18561391181
Jul-18381241091
Aug-1852160983
Sep-1862114929

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. A smaller increase was observed in September 2017 due to an increase in the number of applications submitted ahead of the September Regulation changes. 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 has resulted in a reduction in the queue volume. 

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

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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
Oct-174587199
Nov-175638217
Dec-174432229
Jan-1867109187
Feb-185264175
Mar-188743219
Apr-184057205
May-184865188
Jun-186056192
Jul-184965176
Aug-184786144
Sep-188538191

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, often complex applications submitted by non-technical applicants. We recognise that these applicants need more support than those that are technical experts or from large companies. In response, we set up a FIT Customer Liaison team in our Glasgow office to provide extra support to these applicants. This approach is paying dividends and we are seeing a number of these applications being driven through to a conclusion.

After falls in January and February the queue increased again in March, due to March being the last month of a tariff period, and fell again from April. Although there has been higher than anticipated staff turnover with a number of new members of staff joining the operations team, these staff have been fully trained to process applications and this along with a review of all outstanding applications currently underway, is responsible for the recent reductions. Ther has been the expected rise in the queue in September due to this being the end of a tariff period.  

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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
Oct-174891791
Nov-1723121706
Dec-172691646
Jan-1825130559
Feb-1820115475
Mar-184355477
Apr-186216438
May-188121388
Jun-185118374
Jul-189014308
Aug-187718253
Sep-182616250

More information

We saw a rush of activity in advance of the 31st March 2017. This is the date on which the scheme completely closed to small PV stations in GB and also closed to all other technologies unless additional grace period criteria can be met. By the end of March 2017 the queue was over double what it was the month before, i.e. just over 1,100 applications.

The queue has been steadily reducing since April-17 but increased slightly in March 18. This is as a result of an increase in applications in anticipation of the closure of a number of grace periods. Whilst we will continue to receive a comparatively low number of new applications, we expect the queue reduction trend to continue. However, at the same time, grace period requirements require us to assess more evidence and, as such, applications may take longer to process. We are also seeing a number of applications move from a 'dormant' to a 'live' status. 

As with any application process, we rely on timely and complete answers from applicants to help us move things forward.

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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
Oct-17 18,283 20,728 4,691
Nov-17 21,499 18,275 11,959
Dec-17 19,115 21,490 11,682
Jan-18 15,866 19,107 26,955
Feb-18 18,809 15,858 27,134
Mar-18 22,241 20,179 25,732
Apr-18 25,048 22,023 35,571
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

More information

The queue underwent an increase at the beginning of the year and, after dropping back in June, has increased over the last three months. High proportions of measures are being processed and approved as the current scheme phase is now (ECO2t) closed. This is the result of suppliers notifying increased volumes of measures to ensure compliance against obligations ahead of scheme closedown. Measures remain unapproved due to being investigated in various operational and monitoring processes, such as pathways to compliance which rely on higher levels of interactions with the supply chain to resolve.

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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
Oct-1716144
Nov-176153
Dec-17341
Jan-18353
Feb-18331
Mar-18111
Apr-18000
May-18716
Jun-185010
Jul-189515
Aug-1815129
Sep-1812401

More information

We have received 48 WHD notifications from May to September 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, being 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.