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EST SHW support and referrals. Ian Cuthbert Energy Saving Trust. October 2010. Energy Saving Trust. We are the UK’s leading impartial organisation helping people save energy and reduce carbon emissions.

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est shw support and referrals

EST SHW support and referrals

Ian CuthbertEnergy Saving Trust

October 2010

energy saving trust
Energy Saving Trust

We are the UK’s leading impartial organisation helping people save energy and reduce carbon emissions.

We’ve saved £1.5 billion on people’s fuel bills and 140 million tonnes (lifetime savings) of CO2 since 1994.

Providing quality assurance for goods and services

Expert insight and knowledge about energy saving

Helping local authorities and communities to save energy

Supporting consumers to take action


est support for shw industry
EST support for SHW industry
  • New - Domestic low and zero carbon technologies for building professionals. Updated SHW guide coming soon.
  • Supply chain development through 11 x Regional Microgeneration Coordinators
  • SHW Field trials

shw field trials update
SHW Field Trials update
  • 88 sites in the trial
    • Flate plate & evac tube
    • 30+ manufacturers
    • sizes from 2m2 to 8m2
  • Customer engagement exercise is underway to investigate user perceptions and satisfaction and also efficiency of use.
  • Monitoring ongoing until end of March 2011 to collect 12 months data at all sites
  • Public report on findings planned for summer 2011.
est support for consumers
EST support for consumers
  • Buyers Guides and fact sheets (available Nov)
  • All advisers passed C&G renewables qualification
  • Cashback Calculator for Renewable Heat Incentive (RHI)
  • On-line content and videos (intro to techs, debunking the myths etc)
  • Various awareness raising events
graph showing shw enquiries
Graph showing SHW enquiries

FITs introduced

On average 3,000 enquiries/month. 450/month SHWSlight downward trend since introduction of FITs


Combining supply and demand

Microgeneration referrals

why referrals
Why referrals?
  • MCS list can be overwhelming for consumers. From a list of 100 where do you begin?
  • Evidence suggests getting a quote can be difficult in some areas
  • Many customers want local installers
  • Removes ‘hassle factor’ for customers by putting them directly in touch with installers
  • Data capture – with the ending of LCBP this will be a way to capture installed measures data
  • Installer demand – anecdotal evidence that installers want this.
referral aims
Referral Aims
  • To provide customers with more detailed information on installers so customer can make an informed choice about which installer to choose.
  • To provide customers with a direct referral route to chosen installers. (recommend minimum of three)
  • To develop further the work we’re currently doing by supporting the supply chain at the regional level by offering installers a direct route to market.
golden rules
Golden rules!

We recommend customer uses MCS certified products (inc. solar key mark) and installers.

A full list of installers is available at

We recommend customers get at least 3 quotes.


referral process key points
Referral process – key points

We pass customer contact details to installer along with a pre-visit survey/questionnaire.

Customer is contacted by installer within 10 working days on receipt installer receiving referral.

Installer asked for referral status once a month (in progress, cancelled ,installed).

Customer called back after 3 months for satisfaction survey.


customer questionnaire
Customer questionnaire

Property age

Property type

Roof orientation

Number of occupants

Main fuel type

Boiler age

Boiler type

Hot water tank

Hot water tank jacket

Current energy supplier


shw installers in north west
SHW Installers in North West

Currently 22 SHW installers signed up with six having receiving direct referrals

welcome sta feedback on
Welcome STA feedback on…
  • Consumer guides and web content
  • Data - typical system size (m2), split between evac tube and flat plate, typical size of cylinder installed etc
  • Collector comparison tools e.g. ESTIF
  • Methodology for microgeneration referrals:
    • Are SHW installers happy to provide radius of operation e.g. 100 miles from office?
    • What other pieces of information do SHW installers think appropriate to share with consumers? Price? Offers? Other credentials e.g. SHW collectors made in GB?