big energy saving network resources for...

© NEA 2015 Big Energy Saving Network Resources v1.2 September 2015

0

Big Energy Saving Network Resources for Champions v1.2 September 2015


1

Contents

Page number

Handouts:

1 Payment Options

2

2 Tariff Options 6

3 Identifying the Fuel Supplier 11

4 Points to Consider Prior to Switching 13

5 Switching Process

15

6 Circumstances When Switching May Not be Possible

25

7 Smart Meters and Switching

27

8 Energy Suppliers’ Contact Details 29

9 Help for Off-Gas Consumers 31

10 The Warm Home Discount Scheme 33

11 The Energy Company Obligation (ECO)

44

12 The Home Energy Efficiency Programmes for Scotland (HEEPS)

48

13 NEST

51

14 Fuel Suppliers: Priority Service Register

55

15 Distribution Network Operators: Priority Service Register

56


2

HANDOUT 1

Payment Options

How and where to pay the bill There are a number of different ways you can pay your gas or electricity bill, and a number of different places you can do it.

Direct debit – paying gas and electricity bills monthly or quarterly by direct debit from a bank account.

Standing order – paying gas and electricity bills monthly or quarterly by standing order from a bank account but this needs to be arranged with the supplier first.

Debit or credit card – to pay gas and electricity bills over the phone.

Telephone or internet banking – paying gas and electricity bills this way means you need the sort code and account number of the supplier, plus the gas/ electricity account number. The information needed is on the back of gas and electricity bills.

By post – if paying gas and electricity bills by post make the cheque payable to the supplier as worded on the bill and write the gas / electricity account number on the back. Send the cheque to the address printed on the back of the gas and electricity bills.

Post Office – paying the gas and electricity bills at the Post Office, but there may be a charge for this service.

Bank or Building Society – paying the gas and electricity bills by cash or cheque at the bank or building society, but there may be a charge for this service. Cheques should be made payable to the supplier as named on the bill and the gas/ electricity account number should be written on the back.

Payment cards – the supplier issues the consumer with a payment card (sometimes referred to as an ‘Energycard’) that enables them to pay their energy bills at any PayPoint or Post Office. Payment cards differ between energy suppliers. Some enable consumers to make flexible payments throughout the year (even before receiving a bill); others are used to make set regular payments. Payment cards can be a good option for those are looking for a convenient way to make cash payments.


3

Prepayment meters – the supplier will have an arrangement for their customers to buy electricity or gas, using a key or card from one or more of the following:

outlets with PayPoint (www.paypoint.co.uk) – check the postcode finder on the PayPoint website to find the nearest one. Look for the yellow and mauve PayPoint signs.

outlets with Payzone (www.payzone.co.uk) – look for the pink, blue and white Payzone signs.

Post Offices (www.postoffice.co.uk)

The consumer may not be able to top up the key or card at all outlets – if in doubt, contact the supplier for advice.

Consumers should only top up at official outlets and be aware of scams. See: www.top-upsafe.com Third Party Deductions (TPD) – Fuel Direct An arrangement can be made, with the consumer’s permission, for a fuel debt and on-going consumption to be paid for from benefits. This can be arranged between the Department of Work and Pensions (DWP) and the supplier. To qualify the consumer must be on the necessary benefits and the arrears must be greater than the Income Support rate for a single person aged 25 and above (£73.10 during 2015-16). It must also be in the consumer’s, or their family’s best interests for direct payments to be made. The debt recovery rate is set at £3.70 per fuel a week or £7.40 a week if the consumer has debts for both gas and electricity. Deductions are made before the consumer receives their benefit. The qualifying benefits are:

Income Support

Income-based Jobseeker’s Allowance

Pension Credit

Income-related Employment and Support Allowance

Universal Credit When considering this option it is important to ascertain if the consumer has any other TPD arrangements set up. Fuel Direct will usually end if the consumer comes off the qualifying benefit.

To apply for Fuel direct contact Jobcentre Plus or the individual’s pension centre if they receive Pension Credit.

http://www.paypoint.com/locator.htm

© NEA 2015 Big Energy Saving Network Resources v1.2 September 2015 4

Fuel Payment Options

Payment Options Advantage Drawback Appropriate for

Cash or cheque (quarterly or monthly)

Only have to think about bill when it arrives. Always pay for fuel after it has been used. Possibility of a prompt payment discount.

Can be an expensive way to pay because of ‘processing fees’. Difficult to budget because of the large differences in winter and summer bills. Possibility of a late payment fee.

Households with good budgeting skills. Households whose income is stable. Household whose income can easily accommodate fluctuating bills.

Direct Debit (fixed or variable, monthly or quarterly)

Discount is available. Ease of budgeting. With variable direct debit pay for the actual consumption if accurate readings provided. Possible to take advantage of an online account which offers a discount.

Must have a bank account. Consumption may exceed payment. Effectively underpay in winter and overpay in summer with fixed direct debit. Bank charges will be incurred if insufficient funds in the account.

Households with regular income. Those who are paid monthly. Those who prefer to budget monthly.

Standing Order

Consumer has control over the payment. Ease of budgeting.

Consumption may exceed payment. May not benefit from discount.

Households with regular income. Those who are paid monthly. Those who prefer to budget monthly.

Budget Scheme or Cash Plan

Payment made weekly, fortnightly or monthly with a payment card (some-times referred to as the ‘Energy Card’). No bank account needed. Easy to budget. Can pay at PayPoint, Payzone or Post Office. Can be used to repay debt.

No discount. Possible travel costs and inconvenience.

Household which does not have a bank account. Those who prefer to deal in cash.

© NEA 2015 Big Energy Saving Network Resources v1.2 September 2015 5

Payment Options Advantage Drawback Appropriate for

Prepayment Meter: Key/ Card

Pay-As-You-Go consumption and debt is paid together. Easy to budget. No bank account needed. With key meter the risk of fraud is reduced. Able to see easily how much fuel is used.

Possible travel costs. Risk of self-disconnection. Emergency credit is limited. Need to keep meter in credit to avoid problems. May not be appropriate for those with mobility issues or if reliant on electricity for medical reasons. Keys and cards are frequently lost, broken or stolen resulting in the inconvenience, additional costs and sometimes self-disconnection.

Households who prefer to budget in this way. Those who are repaying a debt. Landlords who have a quick turnover of tenants.

Third Party Deduction – Fuel Direct

Payment is deducted from benefits before they are received. Fuel consumption and debt evenly spread. Easy to budget. Prevents disconnection.

No flexibility in budgeting. If eligible benefit ceases the fuel payments will end.

Person responsible for the bills in receipt of Income Support, Income- based Jobseeker’s Allowance, Pension Credit, Income-related Employment and Support Allowance or Universal Credit. Debt needs to be paid back at a very low rate. Those who due to their vulnerability are unable to make fuel payments themselves.

© NEA 2015 Big Energy Saving Network Resources v 1.2 September 2015 6

HANDOUT 2

Tariff Options

There are a number of tariff options that suppliers can offer. The main types of offerings in the market include:

Standard – variable single rate with a standing charge

Time of Use (e.g. Economy 7, White Meter)

Prepayment

Fixed term (of a finite duration)

‘Green’ Suppliers can offer cash discounts to customers for:

Dual fuel – where there is a discount for taking both fuels from one supplier

Online account – where a discount is given for managing the energy account online and receiving bills electronically

Standard Variable Tariff Standard variable tariffs (SVT) do not have a fixed duration and are open-ended. Because they are open ended, the price of a standard variable tariff can go up or down. This can mean that they are more expensive than some fixed term products. Suppliers are not allowed to include an exit fee, so consumers are free to leave a standard variable tariff at any point in time without paying a cancellation charge. Standard variable tariffs are offered as single fuel tariffs or dual fuel, with the supplier typically giving a discount for taking two fuels together. Potential benefits:

No exit or cancellation fees

Benefit from any price reductions Potential drawbacks:

Can be more expensive

Prices can increase Time of Use (e.g. Economy 7or White Meter in Scotland) Tariff With Economy 7 the consumer receives seven hours of electricity at an off-peak or low rate. Any electricity consumed after that is at the higher on-peak day time or normal rate. The timings vary between different areas, but the off-peak period will be a seven hour period falling somewhere between the hours of 10pm and 8.30am. The specific hours may vary depending on the region, the type of meter and could even change at different times of the year – for example, with a mechanical time-switch;


the night rate may start at 12am during the winter and spring GMT hours and change to 1am during summer and autumn BST hours. Economy 10 (sometimes referred to as ‘Heatwise’) offers additional three hours of electricity at the off-peak rate. The timings could be, early morning (4.30am – 7.30am), early afternoon (1.30pm – 4.30pm) and overnight (8.30pm – 12.30am). Economy 10 is not supported by all energy companies so consumers’ choices may be more limited. Potential benefits:

May be better for households using electric storage heaters or heating water using an electric immersion heater – it is estimated that the consumer ought to use approximately 55% of their electricity at night for it to be cost effective (this figure does vary depending on to the supplier)

Potential drawbacks:

Can be expensive if the consumer does not use enough electricity during the off-peak period to make it cost effective

Some consumers may have a legacy Economy 7 meter despite a change in heating arrangements (i.e. a new gas boiler instead of an electric storage heater) so it may be worth checking to see if this is still an appropriate meter – most can be run as a “standard” meter

Prepayment Tariff For use with a prepayment meter. According to Ofgem (June 2015) there remain fewer tariff choices for those paying by prepayment compared to direct debit. The majority of suppliers offer standard variable type tariffs to prepayment users. There are a small number of fixed rate tariffs available. A few suppliers are offering smart prepayment meter tariffs and a small number of tailored social tariffs for customers in vulnerable circumstances. Potential drawbacks:

Can be more expensive than paying by direct debit

Limited number to choose from Fixed Term Tariff With a fixed term tariff, the consumer will be in a contract with their supplier for a defined period of time. Some suppliers may also fix prices at one level for the duration of the tariff. Typically, fixed term tariffs have a termination fee if the consumer leaves the contract early. To avoid customers unwittingly being rolled onto a more expensive contract at the end of a fixed term tariff, Ofgem’s rules make


suppliers put the consumer onto their cheapest standard tariff (evergreen tariff) if the consumer does not choose a new tariff. If the consumer does not want this to happen, they can contact their supplier before the fixed term tariff comes to an end and choose something else, or move to another supplier. If the consumer is happy being put onto the cheapest evergreen tariff but would like to choose something else later on, they can move without being charged an exit fee. Consumers on a fixed term tariff will be given 42-49 days before their contract ends to decide if they want to stay with their supplier or switch. They will get details of the tariff they will be moved onto if they stay with the same supplier and do not agree to a different one. Such tariffs come in three main types:

1. Where the prices are fixed at a certain level for the entire length of the contract (e.g. the unit rate will be ‘x’ for the full one year of the tariff).

2. Where a supplier tells the consumer at the start of the tariff what the prices will be throughout the contract (e.g. the unit rate will be ‘x’ for the first 6 months, and ‘y’ for the 6 months after that).

3. Where the prices are linked to an index that the supplier has no control over (e.g. the unit rate will start at ‘x’ and follow the movements of the FTSE 100 after that).

For these types of tariff, everything has to be set out by the supplier at the start of the contract, so the consumer knows that fixed means fixed. Potential benefits:

Certainty on price – because under Ofgem’s new rules suppliers cannot change the price, the consumer will have certainty on the costs of their tariff

Some fixed term have fixed prices – paying the same unit rate means the consumer can plan ahead


Cost – depending on the tariff, some fixed rate tariffs can be more expensive than the supplier’s standard tariff; this is particularly the case with a fixed price tariff

Price cuts – for fixed price tariffs, if prices fall the consumer continues to pay the set rate

Exit/ cancellation fees


Green Tariff A number of suppliers offer ‘green’ energy tariffs, but what is offered can vary. To provide clarity Ofgem supported the launch of the independent Green Energy Certification Scheme in 2010. The scheme ensures that electricity is matched with a renewable source, the supplier is delivering additional environmental benefits, and the tariff has been audited by an independent third party, certified schemes carry the ‘Green Energy’ logo. Potential benefits:

Consumers are able to choose certified tariffs that help the environment

Consumers can seek third party reassurance of green claims by choosing a certified scheme


Can cost more Discounts Dual fuel discount Most suppliers offer dual fuel discounts for taking both fuels from them. Under Ofgem’s Retail Market Review changes the amount of the dual fuel discount will be clearer. It will no longer be expressed as a percentage amount but as a £ per year figure. Potential benefits:

Usually cheaper getting both fuels from the same supplier

More convenient for the consumer – receive bills from one company and there is only one point of contact for any queries, requests for help or complaints


Some tariffs have dual fuel discounts that look appealing, but may not be cheaper than taking gas and electricity from separate suppliers


Online discount With online tariffs the consumer will need to sign-up/ manage their account online and receive their bills electronically. The tariff name will usually refer to ‘online’ or ‘web’. Potential benefits:

May be more convenient to manage for the consumer

The discount will reduce the cost of the tariff (but there may be cheaper non-online tariffs on the market)


Only available to consumers with internet access


HANDOUT 3

Identifying the Fuel Supplier

How to find out who the electricity supplier is

To identify the electricity supplier call the local distribution company. They should confirm the registered supplier and provide a contact number for the company using the address details and meter serial number.

The telephone numbers for the distribution companies shown in the table below are usually open during normal office hours. The information below comes from the Energy UK website.

Area Company General Enquiries Number

North Scotland Scottish & Southern Energy Power Distribution

0800 048 3515

Central and Southern Scotland

SP Energy Networks 0800 092 9290

North East England Northern Powergrid 0845601 3268

North West Electricity North West 0800 1954141

Yorkshire Northern Powergrid 0845 330 0889

Midlands Western Power Distribution 0845 603 0618

Eastern England UK Power Networks 0845 601 5467

South Wales Western Power Distribution 0845 601 5972

Southern England Scottish & Southern Energy Power Distribution

0845 026 2554

London UK Power Networks 0845 601 5467

South East England UK Power Networks 0845 601 5467

South West England Western Power Distribution 0845 601 5972

North Wales, Merseyside and Cheshire and North Shropshire


How to find out who the gas supplier is Information on gas suppliers is held by the transporters. If they are provided with the address and/ or meter serial number the transporter should be able to confirm who the registered supplier is and provide their contact number. The meter serial number is usually located on a sticker attached to the meter. Transporters are the only organisations that can confirm who the gas supplier is for a specific property. For the vast majority of consumers, gas is transported by National Grid, Northern Gas Networks, Scotland Gas Networks, Southern Gas Networks or


Wales and West Utilities. A consumer can contact the Meter Number Helpline on 0870 608 1524 to find out who is supplying their property. Some consumers are supplied via an Independent Gas Transporter (IGT). A consumer can contact the Meter Number Helpline who identify the IGT.

Contact details for each IGT can be found at the IGT UNC website: https://www.igt-unc.co.uk/Who+are+the+iGTs

https://www.igt-unc.co.uk/Who+are+the+iGTs


HANDOUT 4

Points to Consider Prior to Switching

1. Existing supplier – first check with the existing supplier to see if they can offer a

better deal. 2. Price – to most consumers, the price of their supply of gas and electricity is the

most important factor in deciding which supplier to use. 3. Standing charges – the lower the standing charge the higher the unit cost may

be. If the consumer is a low user then the low or no cost standing charge with a higher unit price might be more suitable. Check the amount of any prepayment meter standing charge.

4. Payment methods – some of the advertised savings are calculated not only on

the basis of switching suppliers but also the payment method. It may be worth exploring a cheaper payment option with the existing supplier. It is important that the payment method is appropriate for the individual’s circumstances and meets their needs.

5. Tariff types – there are a number of tariffs available and it is best to select one

that suits the needs of the consumer. 6. Contract – find out if the existing contract or the new contract contains any

penalty fees for exiting early. 7. Exit fees – check with the current supplier to see if there is a penalty for

cancelling the current contract. This is more likely to be the case with a fixed term contract. After the implementation of Ofgem’s Retail Market Review exit fees can only apply to fixed term contracts.

8. Performance and complaints – it is worth considering the supplier’s record with

regard to these areas. League tables of suppliers’ performance can be found on the Citizens Advice consumer service website.

9. Propositions – be aware that suppliers use ‘propositions’ as sales tools. This is

an offer used to induce a new customer into a contract. Some suppliers offer vouchers and other incentives for remaining with the company for a fixed period of time.

10. Supplier flexibility – the consumer may want to change their payment method

or some other aspect of their supply. For example, changing a prepayment meter for a credit meter, some suppliers may be more willing to help with this than others. It is worth asking about this.


11. Tenancy arrangements – check with landlord (private rented or social housing) to find out if tenancy arrangements affect switching. See the Ofgem factsheet, ‘Tenants’ Energy Rights Explained’, available at: https://www.ofgem.gov.uk/ofgem-publications/83161/tenancyrightsfactsheetenglishweb.pdf

12. Warm Home Discount Scheme – check if the consumer is entitled to an

electricity discount under the supplier’s Broader Group qualifying criteria.

https://www.ofgem.gov.uk/ofgem-publications/83161/tenancyrightsfactsheetenglishweb.pdf

https://www.ofgem.gov.uk/ofgem-publications/83161/tenancyrightsfactsheetenglishweb.pdf


HANDOUT 5

Switching Process

1. Gathering the information prior to switching

Information required from the consumer:

Name of current tariff

Payment method

How much the energy has cost over the last year

Usage (in kWh) over the last year

Property postcode

Metering Point Administration Number (also known as the MPAN, 'Supply number' or the 'S' number). This can be found on the electricity bill with a large S in front of it, followed by a grid of 13 numbers

Meter Point Reference Number (MPRN or M number) which should also be printed on the gas bill

The usage and cost of the fuel can be calculated using energy bills. Energy bills now include an ‘about your tariff’ section which contains some of the key information required to facilitate a switch or price comparison. The most helpful document is the annual statement/ summary. The statement/ summary should include:

a reminder of the principal conditions of

the customer’s contract; information about any premiums or

discounts that may apply to the customer’s tariff as compared to the supplier’s standard tariff where payment is by direct debit;

a reminder that the customer can switch along with advice on how to do so;

a record of how much energy has been used in the previous 12 months;

the name of the customer’s current tariff; and

an estimated cost in £/year of the customer’s supply for the next 12 months if the customer remains on the same tariff.

The consumer can contact their existing supplier to ask them for a prediction of usage and cost over a twelve month period.


For consumers using a prepayment meter having an estimate of how much they spend on fuel in a week or month during the summer and winter months will be helpful. Some comparison sites allow the consumer to perform the comparison using only the amount of money spent on energy in the previous twelve months. However, it is better to provide details of the number of units (kWh) used and the name of the current tariff to get more accurate results.

2. Finding information

Price comparison information enables the consumer to compare the prices across all suppliers. This information can be accessed online or by telephone. The consumer can contact a supplier or use an internet comparison website, many of which can be contacted by telephone if preferred. It is advisable to use a comparison website that is accredited by Ofgem and complies with the Confidence Code (see overleaf). The new Confidence Code went live on 1 April 2015. From this date, accredited sites will be required to adhere to the new requirements, strengthening the service they provide to consumers. The new Code means accredited sites must meet tighter standards on how tariffs are displayed so consumers can be confident they can find the best deals in the market. They will also have to list prominently which energy companies they have commission arrangements with, and make it clear that they can earn commission on certain tariffs. The changes will help customers make an informed choice when using an accredited comparison site. They are:

Banning a default partial view. Sites must show all tariffs available in the market unless customers actively choose to select to see a smaller number of tariffs.

Ending confusing language. The wording of any choice must be very clear to site users. Sites must test their messaging with consumers and be able to prove that it is clear and simple. If a site cannot demonstrate this, it will not be able to give customers a choice of view, and will have to show all tariffs. The wording of this choice must be approved by Ofgem.

Making commission arrangements transparent. Sites must explain clearly that they earn commission on tariffs that customers can switch to directly through the site.


Ofgem has created a guide (‘Go Energy Shopping’) to show how reforms to the energy market can help consumers compare tariffs and get a better deal on their gas and electricity bills. The website includes:

tools to help people compare the

different tariffs glossary explaining the language used

on bills links to other useful sites – including

price comparison sites which have the Ofgem Confidence Code

A downloadable guide to switching Accessible at: http://www.goenergyshopping.co.uk/en-gb

Note: the price comparison sites listed below are displayed in alphabetical order

energyhelpline.com

0800 074 0745

Energylinx 0800 849 7077

MoneySupermarket.com 0845 345 5708

myutilitygenius.co.uk

0203 468 0461

Quotezone.co.uk

_

runpathdigital.com

_

SimplySwitch

0800 011 1395

switchgasandelectric.com

0871 711 7771

TheEnergyShop.com

0845 330 7247

UKPower.co.uk

0800 320 2000

Unravelit

033 3344 0031

uSwitch.com

0800 051 5493

Note: that some of these telephone numbers are not free from either a landline or a mobile phone.

http://www.goenergyshopping.co.uk/en-gb

http://www.energyhelpline.com/

http://energylinx.co.uk/?referId=consumerfocus

http://www.moneysupermarket.com/utilities/cheaper-gas-electricity.aspx

http://www.myutilitygenius.co.uk/

http://www.quotezone.co.uk/utilities/gas-and-electricity.htm

http://www.runpathdigital.com/gas-electricity

http://www.simplyswitch.com/

http://www.switchgasandelectric.com/

http://www.theenergyshop.com/

http://www.ukpower.co.uk/

http://www.unravelit.com/

http://www.uswitch.com/


3. Comparison tools – Tariff Information Label (TIL), Tariff Comparison Rate (TCR), Personal Projection and QR Codes

Recently a number of comparison tools have been introduced into the market to help consumers compare deals. These include:

a. Tariff Information Label (TIL) b. Tariff Comparison Rate (TRC) c. Personal Projection d. QR codes

a. Tariff Information Label (TIL)

The TIL gives the consumer all the information they need about a tariff in a standard format, to let them easily compare products. Each TIL is specific to the location of the consumer’s property, fuel type (gas or electricity) and payment method. The TIL contains information about the tariff, such as, costs for unit rates, standing charge costs, Tariff Comparison Rate (TCR), and discounts. Example of a Tariff Information Label – Prepayment Gas Tariff

About your gas tariff

Supplier Excellent Energy

Tariff name Standard (Variable) – Prepay

Tariff type Variable

Payment method Prepayment

Unit rate 4.380p per kWh

Standing charge 26.25p per day

Tariff ends on No end date

Price guaranteed until Not applicable

Exit fees (if you cancel this tariff before the end date)

Not applicable

Discounts and additional charges Not applicable

Additional products or services included

Not applicable

Illustrative gas cost on this tariff

Assumed annual consumption 13,500 kWh

Estimated annual cost £687.15

Tariff Comparison Rate (TCR) 5.09p per kWh All prices shown above include 5% VAT. They will appear different than the unit rates shown on your bill which don't include VAT. Your Standard (Variable) - Prepay prices may go up or down.

https://my.edfenergy.com/gas-electricity/compare-prices


b. The Tariff Comparison Rate (TCR)

The Tariff Comparison Rate (TCR) shows the cost per kWh that a typical consumer pays on this tariff. To work out the TCR, the supplier assumes the customer uses 13,500 kWh per year of gas and 3,200 kWh per year of electricity and then includes the unit rates and standing charge. It is a guideline to help the consumer compare tariffs; it is not an actual price. The consumer’s actual energy cost will depend on their usage. The consumer can use the TCR to compare the cost of their current tariff and fuel type with the cost of other available tariffs across suppliers on a like-for-like basis. It is similar to the Annual Percentage Rate (APR) used in savings, credit and loan agreements. The current tariff’s TCR will always be printed on the consumer’s bill or annual summary.

Included in TCR calculation:

Payment method

Unit rate

Standing charge

Dual fuel discount

Excluded from TCR calculation:

Exit fee

Late payment fee

Additional products and services (e.g. Gift cards and Nectar points)

c. Personal Projection

The new Personal Projection will be used to estimate what the consumer will pay on a tariff based on their own usage or the supplier's best estimate of it. Consumers will get a Personal Projection on their bills. It will also be used for quotes.

d. QR Codes

Since June 30th 2015, the Department of Energy and Climate Change (DECC) requires energy bills to display a QR code so that households can get the information they need to run an energy comparison more quickly and easily.


Larger suppliers (those with 50,000 customers or more) are required to supply the codes on all bills starting June 30th, 2015. Smaller suppliers are not required at this time to display QR codes. Also, accounts with more than one property associated with them will not have a QR codes on the bill. The 'QR' stands for quick response. A QR code is simply a type of barcode that can be read by a smartphone via a QR code scanning app. The smartphone will need an app that can read QR codes. A number of free QR code reader apps can be downloaded. Go to either the Google Play Store (for Android users) or The Apple App Store (for iPhone users) and search for “QR code reader”. Once scanned, the reader interprets the code’s data, and then can display that information in either text format or by taking the user to a mobile-optimised webpage. Some aspects of implementing QR codes are still being standardised. That means that while what information is included in a QR code is set, how that information is displayed is not. The QR code will contain all the information needed to compare and switch energy supplier. This includes:

Postcode for the supply address Supply reference numbers The customer’s tariff name and payment method The tariff's rates Annual consumption Annual bill period dates

4. Potential savings

The potential savings the consumer makes will be dependent on:

Where the consumer lives (as prices vary across the country)

Whether the switch involves one fuel or both

The payment method According to the Department of Energy and Climate Change (DECC) significant savings can be made, for example, those customers who have never switched and pay by standard credit could save up to £200 a year by switching supplier and paying by direct debit.


5. Collective Purchasing and Switching Schemes

Collective purchasing and switching occur when a group of consumers’ band together to negotiate a better deal with their gas and electricity suppliers. There is no set model for how individual schemes will operate; however, this kind of activity will usually be facilitated by a third party who works on behalf of the consumers. In general, collective switching is where a third party actively negotiates a better tariff on behalf of the consumers they represent. Collective purchasing is where the third party or collective is directly purchasing from the gas or electricity supplier. The exact information required from the consumer participating in the scheme will depend upon the collective scheme. Initially they may be asked to register their interest in joining a scheme. The organisation should be clear about what information they need and why they need it, and when they need it by. An organisation will in most cases need to build up a picture of the consumer’s current energy use and preferences in order to negotiate on their behalf. It is likely that the consumer will be asked for the following information:

name, address and contact details;

details of current tariff and energy supplier;

if they are on a fixed term contract and whether this is subject to a termination fee;

how much energy they use per year;

how they pay their bill (direct debit, cash or cheque, pre-payment); and

their preferences, for example, if they would be happy to change the way they manage their account in order to save money, or whether they would prefer their energy to come from renewable resources.

How the process works can vary from scheme to scheme. However, the main stages consist of the third party promoting/ marketing the scheme, gathering information from interested consumers, negotiating with suppliers, informing consumers of the deal and then managing the purchase/ switch on behalf of those consumers who decide to go ahead with the deal.


6. Switching Process

Once the consumer has chosen a new supplier they can either switch using an internet price comparison site or by contacting the supplier directly. When the best deal for the consumer has been identified contact the new supplier. If a price comparison website is used they will contact the supplier on the consumer’s behalf. It is worth having the contact details for both the old and new supplier in case there is a need to contact them during the process. The new supplier will write to the consumer within seven working days to confirm the details of the switch. The energy contract can be agreed over the telephone, online or signed face-to-face with a sales representative from the fuel supplier. The new supplier will contact the consumer’s current supplier for them. The new supplier will write to the consumer to confirm the start date and request a meter reading. This reading will be sent to the existing supplier, enabling them to send a final bill. Check the consumer’s final bill from the old supplier. The consumer will have to pay for all the energy used up to the date of the switch.

Suppliers have to change their systems to offer the three day switch after a fourteen day cooling-off period (during which the consumer can cancel the contract) but at present not all are ready to offer this. Therefore, some suppliers


will take longer to complete the switch. The three calendar days begins after any raised objections have been resolved and all relevant information received. The consumer will need to remember to cancel any payment method (for example, direct debit) with the old supplier once the final bill has been settled. During the switching process it is helpful to keep a file or folder containing the following information:

Date and time of contact with supplier/ comparison site

Name/ contact details of the supplier’s/ comparison site’s representative

Details of agreed deal/ contract

Final meter readings and date

Any letters/ emails

Final bill from former supplier

7. Redress mechanism

If there are any difficulties during the process the consumer should contact the supplier in the first instance. An erroneous transfer occurs when a consumer is switched to a new supplier without their consent. This can happen due to a genuine error, for example, a mix up over address, and in the case of a sales representative misleading a consumer or even forging signatures on contracts. The consumer will often be alerted to the switch by a goodbye letter/ card or final bill from their current supplier or a welcome letter from the new one. In this instance the Erroneous Transfer Customer Charter applies. The charter sets out the minimum level of service the consumer can expect if they have been erroneously switched. It does not apply if the consumer has simply changed their mind during the switching process. The consumer will have to pay for any energy used during the erroneous transfer, but they will not have to pay anything to the new supplier. If the consumer requires advice about resolving any issues that occur during the switching process they can contact the Citizens Advice consumer helpline – 03454 04 05 06 or 03454 04 05 05 for the Welsh language service and 18001 followed by 03454 04 05 06 for textphone. If the consumer makes a complaint to their supplier and it has not been resolved after eight weeks, they can contact the Energy Ombudsman. The consumer can take their complaint to the Ombudsman earlier if the supplier sends them a ‘deadlock letter’.


A deadlock letter confirms that the supplier has investigated the complaint and considers the matter is closed. The Ombudsman will look into the complaint and can award consumers up to £10,000 in compensation, although typical payments are around £132. Using the Ombudsman is free. Energy suppliers have to pay for every case that gets to this stage. Contact details for the Energy Ombudsman: Telephone: 0330 440 1624 (lines are open Monday to Friday from 9am until 5pm) Textphone: 0330 440 1600


HANDOUT 6

Circumstances When Switching May Not Be Possible

Switching with a debt

If the consumer owes money for less than 28 days (for example, the most recent bill has not been paid), then normally they are able to change supplier as soon as the bill is settled.

If the consumer is in debt because of a mistake by their supplier, they can still switch but will have to pay any debt.

If the supplier increases their prices and blocks a consumer from switching because of an outstanding debt, the consumer has thirty days to pay the amount. If the debt is paid within this period the consumer can switch without having to pay the increased price.

If the consumer does not have a prepayment meter and they have a debt, the supplier can stop them from switching until the debt is paid. This is known as ‘debt-blocking’. If the supplier blocks the consumer’s request to switch in this instance they must offer advice on the best tariff they offer, managing debt and energy efficiency advice.

If the consumer has a prepayment meter they can switch supplier with a debt up to £500 for electricity and for gas. The consumer will have to continue using a prepayment meter with a new supplier at least until the debt is paid off. This situation is covered by the Debt Assignment Protocol (DAP). This allows prepayment meter (PPM) users with a debt of up to £500 to switch and transfer the debt to a new supplier.

Since April 2015 ten suppliers (British Gas, Ecotricity, EDF Energy, E.ON, First Utility, npower, Spark Energy, Scottish Power, SSE and Utility Warehouse) have changed how they operate the DAP to make it easier for prepayment customers to switch. They will provide prepayment customers with the necessary information to share data and seek customers’ consent to transfer a debt at the point the customer agrees to switch supplier. This enables the switch to automatically proceed via the DAP if a debt objection occurs (i.e. their current supplier objects to the switch) and the outstanding balance is £500 or less for the fuel being switched. The customer’s preferred supplier will automatically work with the current supplier to complete the switch. If the customer received a debt objection letter and is trying to switch


to a supplier who is not one of the ten listed above they will need to speak to their preferred supplier and agree to restart the switch.

If a consumer is owed money by their supplier they can switch. The supplier is required to pay back the money owed to the consumer on switching. The consumer can request their money be paid back to them at any time.

Paying landlord for energy used

The consumer pays their landlord directly for the energy they use either as part of their rent or separately. If the tenant pays an energy supplier directly they have a contract with them. Ofgem, in their tenancy rights factsheet, published in September 2013 state that the landlord or letting agent should not prevent the tenant from switching in these circumstances. Terms of the lease

The consumer’s lease specifies that they cannot change supplier. The tenancy may say the landlord has a preferred supplier and that the tenant needs to inform the landlord if they wish to switch. Should this be the case, the landlord or letting agent should make the tenant aware of any tie-ins with specific suppliers. It may be that the tenant has to return the account to the original supplier at the end of the tenancy. See Ofgem’s factsheet ‘Tenants’ Energy Rights Explained’ for further information.

Protected tariffs

Prior to privatisation regional electricity boards offered a number of different electric heating solutions that required unique metering systems and tariffs. Following privatisation electricity suppliers formed out of the regional electricity boards were compelled to continue offering these tariffs for that region, however, other suppliers did not have to offer an alternative. This means that some consumers would have to change their entire heating system to transfer to another supplier. The three rates Total Heating Total Control, Weathercall and ComfortPlus are examples of protected tariffs.


HANDOUT 7

Smart Metering and Switching What is a smart meter? Smart meters are the next generation of gas and electricity meters and they can offer a range of intelligent functions. For example they can tell the consumer how much energy they are using through a display in their home. They can also communicate directly with the energy supplier meaning that no one will need to come and read the meter in future. Most of the smart meters that are being installed today use mobile phone-type signals to send meter readings to the consumer’s supplier, and other wireless technologies to send information to the in-home display. What are the benefits for consumers? Smart meters bring a wide range of benefits. For example:

smart meters give near real time information on energy use – expressed in pounds and pence;

the consumer will be able to better manage their energy use, save money and reduce emissions;

smart meters will bring an end to estimated billing – the consumer will only be billed for the energy they actually use, helping them budget better;

easier switching – smoother and faster to switch suppliers to get the best deals.

The consumer will not be charged separately for a smart meter or for the in-home display. Under current arrangements they pay for the cost of their meter and its maintenance through energy bills, and this will be the same for a smart meter. How can I get one? Most households will have smart meters installed by their energy company between 2016 and the end of 2020, although some energy companies are starting to install smart meters now. If a consumer is interested in getting a smart meter now, they should shop around and contact different energy companies to see what their plans are, or visit the Smart Energy GB website, www.smartenergygb.org for more information.

http://www.smartenergygb.org/


What happens if the consumer already has a smart meter and wants to switch supplier? Smart meters will ultimately make switching suppliers easier and quicker. It is important that smart metering devices work together (even if from different providers) and also that consumers can still use the meter on change of supplier. Anyone who has a smart meter before the national communications infrastructure goes live next year can still switch to a better deal – for some, their smart meters will keep operating in smart mode, and for others the meter will operate the same as a traditional one. Energy companies must make it clear to customers if their meter can no longer be operated in smart mode if they choose to switch supplier. Customers in this position will be no worse off than those with traditional meters.


HANDOUT 8

Energy Suppliers’ Contact Details

British Gas 0800 980 6005 Opening hours: Monday to Friday: 8am – 8pm Saturday: 8am – 5pm

EDF Energy 0800 056 5927 Opening hours: Monday – Friday: 8am – 8pm Saturday: 8am – 2pm

E.ON

0333 202 4610 Opening hours: Monday to Saturday: 8am – 6pm

npower 0808 156 0056 Opening hours: Monday – Friday: 8am – 8pm Saturday: 8am – 6pm

ScottishPower 0800 027 0072 Opening hours: Monday – Friday: 8am – 10pm Saturday: 8.30am – 6pm

SSE 0800 048 2412 Opening hours: Monday – Friday: 8am – 8pm Saturday: 8am – 2pm

Southern Electric (part of the SSE group) 0800 980 2475 Opening hours: as above

Scottish Hydro (part of the SSE group) 0800 980 2472 Opening hours: as above

SWALEC (part of the SSE group) 0800 975 7542 Opening hours: as above

Atlantic (part of the SSE group) 0800 028 3028 Opening hours: as above

The ‘big six’ fuel suppliers (British Gas, EDF Energy, E.ON, npower, ScottishPower and SSE) can provide a translation service if English is not the consumer’s first language. A family member or friend can contact the supplier and inform them that this service is required.


Ebico 0800 197 5880/ 0345 072 1940

Ecotricity 01453 756 111

First Utility 01926 320 700

Good Energy 0800 254 0000

Green Energy 0800 783 8851

Loco2energy 0330 124 1500

OVO Energy 0800 599 9440

Spark Energy 0345 034 7474

The Co-operative Energy 0800 954 0693

Utilita 03303 337 441


HANDOUT 9 Help for Off-Gas Consumers Oil Buying Groups Off-grid communities who use heating oil can save money on their fuel by joining or setting up heating oil buying groups. Buying groups purchase oil in bulk on behalf of members which enables them to negotiate the best price per litre. This is not a new idea, but it seems that the numbers have grown rapidly over the last few years.

The basic model for an oil buying group

In England the ACRE website provides a link which allows oil users to check if their local RCC runs an oil buying scheme:

http://www.acre.org.uk/in-your-area/network-members/ According to the ACRE website twenty-four members of the Rural Community Action Network are helping rural residents by bulk-buying central heating oil at much better prices than individuals can get for themselves. Members of the Network that do not run their own schemes may be able to give advice on how to set up a group, or find out about groups that exist in their area. ACRE reports savings are usually about 5p per litre cheaper than the average prices quoted by oil suppliers (this may vary from place to place and according to circumstance). This means that the annual subscription of £20 (plus VAT) is quickly and easily recovered and members can be confident of being better off as a result of using the scheme.

Buying Together

Larger orders

Lower Price offer

Better coordinated

deliveries

http://www.acre.org.uk/in-your-area/network-members/


Oil users in England, Wales and Scotland can find out if there is an oil buying group/ club in their area using the Citizens Advice website. The website has information about oil buying clubs and an oil clubs map which enables consumers to identify the nearest club in England, Scotland and Wales.

ACRE, the Federation of Petroleum Suppliers (FPS) and Citizens Advice have produced ‘Best Practice for Oil Buying Groups’, which can be downloaded from the ACRE website. This helpful document explains how heating oil is traded, points to consider before setting up or becoming involved in an oil buying group and how to manage a group.

The Federation of Petroleum Suppliers introduced a Code of Conduct in September 2013 which is mandatory for their members. ACRE recommends using oil suppliers who are FPS members and therefore must adhere to this code. A copy of the Code can be downloaded here:

http://www.fpsonline.co.uk/Code%20of%20Conduct.pdf

There are price comparison sites for oil and LPG users, for example:

Heating oil users – Boiler Juice.com – 0800 321 3275

LPG users – Switch My LPG – 0800 2289165

Useful links: ACRE www.acre.org.uk Oil Save (FPS’s site for customers) http://www.oilsave.org.uk/

http://www.fpsonline.co.uk/Code%20of%20Conduct.pdf

http://www.acre.org.uk/

http://www.oilsave.org.uk/


HANDOUT 10 The Warm Home Discount Scheme The Warm Home Discount (WHD) scheme is funded by the energy suppliers. It came into force in April 2011 and provides financial support to vulnerable energy consumers by offering an electricity bill discount. The WHD replaced social tariffs and voluntary arrangements previously offered by energy suppliers. The following suppliers are involved in the scheme:

Atlantic (SSE) British Gas Co-operative energy EDF Energy E.ON Equipower (Ebico) Equigas (Ebico) First Utility Manweb M&S Energy (SSE) npower OVO Energy Sainsbury’s Energy (British Gas) Scottish Gas Scottish Hydro (SSE) ScottishPower Southern Electric (SSE) SSE SWALEC (SSE) Utilita Utility Warehouse

The WHD scheme separates eligible households into two groups – the ‘Core’ Group and the ‘Broader’ Group.

Core Group Qualifying Criteria Households in the Core Group will automatically receive the discount on their electricity bill without having to take any action. There may be instances when HM Government writes to some consumers advising that they qualify for the WHD Core Group discount, but it is not possible to automatically process this with their supplier (for example, due to issues such as the incorrect spelling of names on energy accounts or not being with a participating energy supplier). Those consumers should refer to the letter from HM Government and contact the Warm Home Discount helpline.


Support under the Core Group is targeted towards older, poorer pensioner households. Details of which households qualify under the Core Group are set out below. The consumer qualifies for the discount of £140 if on the ‘qualifying day’ (12th July 2015) their supplier is part of the scheme, the consumer’s name (or their partner’s) is on the bill and they are:

receiving the Guarantee Credit element of Pension Credit (even if they get Savings Credit as well)

Broader Group Qualifying Criteria Households who feel they may qualify for the WHD under their supplier’s Broader Group should submit an application directly to their supplier. Under the WHD Scheme, there is standard Broader Group criteria, however, suppliers have the flexibility to include additional criteria to add to the standard Broader Group criteria. It is important to bear in mind that there is a cap on the number of households eligible in the Broader Group; therefore some households may not receive the discount even if they meet the supplier’s criteria. If a consumer switches energy supplier they will have to inform their existing and new supplier of the status of the application for the WHD. Most suppliers will only pay the WHD to existing consumers; therefore, if switching to a new supplier occurs before the discount is due to be paid by the existing supplier it is likely that the discount will not be received. A new application to the new supplier would then need to be submitted. There is standard Broader Group criteria, however, it is possible that consumers who qualify under the additional criteria with their existing supplier may not qualify with a new supplier. For more information contact the supplier directly. Payments will only be made where consumers are able to verbally, or where requested, in writing (by providing documentary evidence) confirm that they meet the scheme criteria. Set out below are the qualifying criteria for the ‘big six’ fuel suppliers. Some of the smaller suppliers are also part of the scheme and link to their websites can be found on the gov.uk website. See page 43.

Warm Home Discount Broader Group 2015-16 for the ‘Big Six’

The information for each supplier is taken from the individual supplier’s website.

A link to the individual suppliers’ websites can be found at: https://www.gov.uk/the-warm-home-discount-scheme/eligibility


British Gas/ Sainsbury Energy/ Scottish Gas Broader group is open to existing customers who must continue to be in supply of their electricity with British Gas when the payments are made in the winter 2015/16 (which could be any time up to 31st March 2016). In order to qualify for the Warm Home Discount the customer (account holder or partner) are required to meet the following criteria:

In receipt of the Savings or Guarantee and Savings element of the State Pension Credit (unless already qualifying as part of Core Group).

OR In receipt of one of the following means tested eligible benefits:[1]

1. Income Support. 2. Income-based Jobseeker’s Allowance. 3. Income-related Employment and Support Allowance (which includes a work

related activity or support component). 4. Universal Credit (low income elements).

And includes one of the following:

1. Child element for children aged 5 or under. 2. Disabled child element. 3. Limited capability for work element.

OR

Customer has a gross annual house hold income (HHI) of less than £16,190[2] and the account holder is living with mental or physical disability or illness, or there is vulnerability within the home (children living in the house aged 5 or under) or of pensionable age.

OR Customer has a gross annual house hold income (HHI) of less

than £16,190[2] and spend 10% or more of household income on energy bills to heat the property.

[1] Eligibility requires the customer household to include a child aged 5 years or under or for the account holder (or partner) to be in receipt of Child Tax Credit that also includes disability or severe disability element, Disability Premium, or Pensioner Premium. [2] Household income includes War Disablement Pension, Disablement Pension Allowance and Working Tax Credit. Household income excludes Council Tax Benefit, Housing Benefit, Attendance Allowance, Disability Living Allowance or PIP, Child Benefit and Child Tax Credit; and is before tax and National Insurance are deducted (gross income)

British Gas may ask for documentary evidence to support the claim, as required by Scheme Guidelines.


How to apply Apply online at https://britishgaswarmhomediscount.com. Or alternatively contact: Prepayment Customers Contact: 0800 294 8604 Credit Customers Contact: 0800 072 8625 In order to complete a registration British Gas will need details of all the benefits the applicant is in receipt of and amounts, as well as any other household income. The applicant needs to have this information to hand when they call. The applicant needs to keep any correspondence they may have confirming household income or benefits gained, as they may be asked to provide documentary evidence to support their claim, as required by Scheme Guidelines. How does it work? A one-off payment of £140 (inclusive of VAT) will be provided to customers as a payment credited to their electricity account during the winter (and before 31st March 2016); subject to scheme criteria being met. There will be no alternate methods of payment available. Pay As You Go customers will receive the £140 credit on their electricity key or meter during the winter (and before 31st March 2016).

EDF – Support Plus rebate To qualify for Support Plus the customer, or their partner living with them, must receive one of the seven benefit combinations below. 1. Income Support AND

(a) have a child under the age of five who lives with them; OR (b) they or another adult living with them, receives any one of the following

additions to Income Support:

Child Tax Credit which includes a disability or severe disability element a disabled child premium a disability premium, enhanced disability premium, disability living allowance

or personal independence payment for themselves or another adult living with them

a pensioner premium, higher pensioner premium or enhanced pensioner premium


2. Income-related Employment and Support Allowance which includes a work related activity or support component AND

(a) have a child under the age of five who lives with you; OR (b) they or another adult living with them, receive any one of the following

additions to Income-related Employment and Support Allowance:

Child Tax Credit which includes a disability or severe disability element

a disabled child premium

a disability premium, enhanced disability premium, a work related activity or support component or disability living allowance, personal independence payment for themselves or another adult living with them


3. Income-based Jobseeker’s Allowance AND

(a) they have a child under the age of five who lives with them; OR (b) they, or another adult living with them, receive any one of the following

additions to Income-based Jobseeker’s Allowance:

Child Tax Credit which includes a disability or severe disability element a disabled child premium a disability premium, enhanced disability premium or disability living allowance

or personal independence payment for themselves or another adult living with them


4. Universal Credit

and are not in work; or are in work or self-employed and on a total household annual income of less than £16,190, AND (a) they, or another adult living with them are in receipt of the limited capability for

work element, with or without a work-related activity element, OR (b) they, or another adult living with them are in receipt of the disabled child

element, OR (c) they have a child under the age of five who lives with them

5. Child Tax Credit

by virtue of an award which is based on an annual income not exceeding £16,190


6. Working Tax Credit by virtue of an award which is based on an annual income not exceeding £16,190 AND (a) they have a child under the age of five who lives with them OR (b) they are in receipt of a disabled worker element or a severe disability

element, OR (c) they are aged 62 or over

7. Pension Credit – Savings Credit only

If they receive the Guarantee Credit element of Pension Credit they should automatically qualify for the Warm Home Discount rebate, so there is no need to apply for Support Plus.

Verifying the application The customer may be contacted by a company EDF work with called IncomeMAX and asked to provide documentary evidence of the benefits they receive.

E.ON If the customer or their partner are the E.ON electricity account holder and receive one of the appropriate benefits listed below: 1. Not receiving the Guarantee element of Pension Credit and either:

In receipt of council tax reduction and over the age of 62 (25% single person's discount is not eligible). Council tax reduction is a reduction to the Council Tax bill. A householder may get Council Tax reduction if they are on a low income or claiming benefits. It is not the 25% discount given by Councils to single occupants.

In receipt of the Savings Element of Pension Credit only 2. Child Tax Credit:

Child Tax Credit (or the Universal Credit equivalent) with a total household annual income less than or equal to £16,190

3. Income-related Employment and Support Allowance 4. Income Support or Income-based Jobseeker's Allowance, with any of the

following:

A disability or pensioner premium #


Disabled child premium

Child Tax Credit that includes a disability or severe disability element

A child under 5 living with the applicant

Disability Living Allowance or Personal Independence Payment

MATEX or MEDEX certificate

# (Disability/ enhanced/ severe disability premium or pensioner/higher pensioner premium)

5. Working Tax credit with a relevant income of £16,190 or less with either of the

following:

Disability Living Allowance or Personal Independence Payment

MATEX or MEDEX certificate

6. Universal Credit with a total household income of less than £16,190 with either of the following:

Limited capability for work element (with or without a work-related activity element)

A child element (with or without the disabled child element)

npower Customers are eligible for the Broader Group Warm Home Discount if they are in receipt of any of the following:

Income Support Income-based Jobseeker's Allowance Income-related Employment and Support Allowance (ESA) Universal Credit Or their gross annual household income is less than £16,190

and they also qualify under or are in receipt of one of the following:

Have Parental responsibility for a child aged 5 or under* Child Tax Credit Disabled Child Premium or Element Disability, Enhanced Disability or Severe Disability Premiums Disability Living Allowance (For an adult or child within the household) or

Personal Independence Payments (PIP) Long term Incapacity Benefit Pensioner Premium, Higher Pensioner Premium or Enhanced Pensioner

Premium


*To qualify for the Warm Home Discount Broader Group the child must have been under the age of 5 at any point between 1st April 2015 and 31st March 2016.

To apply for the Broader Group Warm Home Discount the customer will be required to provide a declaration that they meet the eligibility criteria of the scheme, and in order to continue receiving the discount on an annual basis they will be required to reapply and provide further declarations. The customer may also be required (in addition to the declaration referred to above) to provide further written documentary evidence of eligibility before receiving a rebate in any scheme year. To apply call 0808 172 6999 or apply online. Prepayment Customers: Will receive the £140 rebate as a Post Office voucher, which they can then take to any branch of the Post Office and use to top-up pre-payment key. Credit Customers: Will receive the £140 discount as a line on the bill. If they receive a bill close to the payment period during March or April which does not show the rebate they will receive it on the following bill.

ScottishPower/ Manweb The applicant must be a domestic ScottishPower account holder and they or another member of their household must be in receipt of:

Income-related Employment Support Allowance; Income-based Jobseeker’s Allowance; Income Support; or Universal Credit and are either not in work or are self-employed,

or, they may also qualify if:

their total gross household income is less than £16,190 AND the household also meets at least one of the following criteria:

there is a child 5 years or under permanently living in the household (born on or after 1st April 2010);

there is a child 18 years or under in full time education (born on or after 1st April 1997) in the household;

a child in the household is entitled to free school meals; the applicant receives Child Tax Credit or Working Tax Credit which includes a

disability element or severe disability element, disabled child element or


severely disabled child element or family element or Universal Credit Equivalent;

the applicant receives an income-related benefit which includes a disabled child premium, disability premium, severe disability premium, enhanced disability premium or Universal Credit Equivalent;

the applicant receives Pensioner Premium, higher Pensioner Premium or Enhanced Pensioner Premium;

the applicant is in receipt of the limited capability for work element with or without a work-related activity element;

the applicant is in receipt of the disabled child element; the applicant receives Disability Living Allowance (DLA), Personal

Independence Payment (PIP), Incapacity Benefit or Attendance Allowance; the applicant is aged 62 or over; the applicant receives exemption from NHS prescription charges the applicant's annual energy spend is more than 10% of annual income.

If the customer or someone in their household meets the Broader Group criteria above, the relevant person can apply for a Warm Home Discount Broader Group rebate. They can apply online or contact ScottishPower directly. Call Centre phone numbers and opening times: 0800 027 0072 Monday to Friday 8am - 10pm Saturday 8:30am - 6pm

SSE/ Atlantic/ Scottish Hydro/ Southern Electric or SWALEC The applicant must be a current customer and they or their spouse/ partner falls into one of the following groups and meet the specific criteria: 1. Pensioners

Receive the Savings element of Pension Credit only OR

Income Support, Income-based Jobseeker's Allowance, Income-related Employment and Support Allowance or Universal Credit AND a pensioner premium (all rates)

2. Chronically sick and/ or disabled people

Receive Incapacity Benefit or Severe Disablement Allowance or Employment and Support Allowance AND either Housing or Council Tax Benefit OR

Receive Income Support, Income-based Jobseeker's Allowance, or Income-related Employment and Support Allowance or Universal Credit AND one of the following statements applies:


have a child living with them who was born on or after 1st April 2010 receive Disability Living Allowance/ or receive Disability Living Allowance on

behalf of a child living with them who was born on or after 1st April 1996 receive Disability Living Allowance (DLA) / Personal Independence

Payment (PIP) receive Incapacity Benefit or Serve Disablement Benefit (these only relate

to Income-based Jobseeker’s allowance) receive War Disablement Pension receive Industrial Injuries Disablement Benefit receive an additional payment (such as the work-related activity group or

support component of Employment and Support Allowance) because they are sick or disabled

limited capacity for work element (with or without a work-related activity element [this only relates to Universal Credit])

receive a disability premium (all rates)

3. Families

Receive Income Support, Income-based Jobseeker's Allowance, or Income-related Employment and Support Allowance AND one of the following statements applies:

have a child living with them who was born on or after 1st April 2010 receive Disability Living Allowance on behalf of a child living with them

born on or after 1st April 1996 OR

have a child living with them who receives free school meals who was born on or before 1st April 2007

OR

total household annual income is less than £16,190, and they receive Child Tax Credit OR the Universal Credit equivalent AND one of the following:

receive a disability premium (all rates) receive a pensioner premium (all rate) have a child living with them who was born on or after 1st April 2010 receive child tax credit which includes a disability premium for a child

living with them who was born on or after 1st April 1996 have a disabled child with a disability premium living with them born on

or after 1st April 1996

Important information about the Warm Home Discount scheme The rules of the Warm Home Discount scheme are very precise and SSE is only allowed to apply a discount if the customer or their partner fully meets the criteria of the scheme. The person who receives the qualifying benefits must be happy for SSE


to share their details with the Department for Work and Pensions, or another third party, for the purpose of verifying their eligibility for the discount. The applicant must have an active electricity account with SSE to apply. How to apply The quickest way to apply for the Warm Home Discount rebate is by downloading and printing out one of the application forms from the SSE website. The following suppliers are also involved in the Warm Home Discount Scheme and a link to their qualifying criteria can be found at: https://www.gov.uk/the-warm-home-discount-scheme/ eligibility

Co-operative Energy Equipower (Ebico) Equigas (Ebico) First Utility M&S Energy OVO Energy Utilita Utility Warehouse


HANDOUT 11 The Energy Company Obligation (ECO) The Energy Company Obligation (ECO) began in January 2013. It is split into three separate obligations and is delivered by the fuel suppliers. This handout provides information about two of the three obligations:

Affordable Warmth Obligation (also known as the Home Heating Cost Reduction Obligation)

Carbon Saving Communities Obligation Affordable Warmth Obligation The Affordable Warmth Obligation of ECO is designed to support low income, vulnerable households in private tenures and owned homes. It is targeted at those who receive certain means-tested benefits and tax credits. Available measures may include boiler repair or replacement, loft or cavity wall insulation. Qualifying householders may receive either a free, or heavily subsidised measure(s). Eligibility Criteria To qualify for help under the Affordable Warmth Obligation the householder must own their property or rent it privately and have the landlord’s permission to do the work (see the Citizens Advice ‘ECO and landlord consent’ below for further information). The householder must also get one of the following benefits:

Pension Credit Child Tax Credit (and their income is £16,010 or less) Working Tax Credit (and their income is £16,010 or less) – plus one of the

extra conditions below Income Support – plus one of the extra conditions below Income-based Jobseeker’s Allowance – plus one of the extra conditions below Income-related Employment and Support Allowance – plus the support or

work related element, or one of the extra conditions below Universal Credit (and earn £1,250 or less after tax in any assessment period

in the last 12 months) – plus one of the extra conditions below

Extra conditions For certain benefits, one of the following must also apply:

get Child Tax Credit and the child is disabled get Disabled Child Premium get Disability Premium


get Pensioner Premium receive a work-related activity or support component – if claiming income-

related Employment and Support Allowance aged 60 or over – if claiming Working Tax Credit get a limited capability for work or work-related activity element – if claiming

Universal Credit get Disability Living Allowance or Personal Independence Payment – if

claiming Universal Credit ECO and landlord consent The information below has been provided by Citizens Advice. Consent for installation of measures Successful installation of energy efficiency measures under the ECO can only take place with all the required consents in place. Please note, Champions and Volunteers are not required to ensure that the consent of the landlord is in place before making referrals to the Energy Saving Advice Service. Types of consent:

In general the types of consent are as follows:

a) where a leaseholder or tenant is applying for the installation of measures, consent of the landlord for the property is required;

b) where the landlord is applying for the install of measures, consent of the leaseholder/tenant is required; or

c) where the householder owns the freehold on the property, only their consent is required.

However, please note the following:

i) that these types of consent can be subject to exception, as is noted in the next section on caveats;

ii) where there is a managing agency such as a management company or an estate agent, consent of the landlord will be required in accordance with the tenancy or lease agreement.

Important caveats:

1) These types of consent are highly likely to be dependent on the terms and conditions of any lease.

2) Currently landlords have the right to refuse requests to have energy efficiency saving measures installed and not give their consent. (From 2016 onwards, the plan is for landlords not to be permitted to refuse “reasonable requests”.)


Landlord consent:

Across the ECO scheme this means that:

for Affordable Warmth measures, this will be from the private landlord;

for the social housing element of the Carbon Saving Communities Obligation (CSCO) – see below – measures, it will be the local authority or Housing Association; and

for the rural areas element of the CSCO measures, this will be the private landlord, or the local authority or Housing Association.

How to apply for the Affordable Warmth Obligation Contact the independent Energy Saving Advice Service (ESAS) to find out what help is available. For Champions and Volunteers in Scotland see Handout 12. ESAS confirms customers’ eligibility for the Affordable Warmth Obligation with the Department for Work and Pensions and refers all who are eligible to the obligated energy suppliers who have agreed to offer a minimum package of assistance to those households within an agreed timeframe. The support available can include a survey of the property, tariff advice, checking eligibility for the Warm Home Discount Scheme Broader Group and if appropriate, a heating and insulation measure. Householders who do not qualify for help under the Affordable Warmth Obligation will be informed by the ESAS about other possible options available to them. Energy Saving Advice Service (England and Wales)

Telephone: 0300 123 1234

Monday to Friday, 9am to 8pm/ Saturday, 10am to 2pm

The Carbon Saving Communities Obligation (CSCO) This obligation will focus on low income households and areas. The areas of low income that will be eligible for ECO support have been selected using the Indices of Multiple Deprivation (IMD) in England, Scotland and Wales. The lowest 25% of areas ranked in the IMD will qualify for inclusion within this obligation. All homes within the area will be eligible, including social housing. To ensure that rural areas are able to benefit from this obligation the Government will require energy suppliers to deliver a minimum of 15% of their Carbon Saving Communities Obligation to low income households living in rural areas. Qualifying households will be within a settlement containing fewer than 10,000 inhabitants and in receipt of the same qualifying means-tested benefits and tax credits as required by the Affordable Warmth Obligation (see above).


From April 2014 the qualifying criteria for the CSCO rural sub group was simplified allowing energy suppliers to deliver against this sub-target to any domestic property located in approximately the poorest 25% of rural areas, as well as households who are members of the Affordable Warmth Group. The measures available under this obligation will include cavity wall insulation, loft and solid wall insulation.


HANDOUT 12 The Home Energy Efficiency Programmes for Scotland (HEEPS) The Home Energy Efficiency Programmes for Scotland (HEEPS) consist of:

Warmer Homes Scotland Scheme

HEEPS Area-based Scheme

HEEPS Cashback Scheme

HEEPS Loan Scheme

Warmer Homes Scotland Warmer Homes Scotland opened for applications on 1st September 2015. It is designed to help householders make their homes warmer and more comfortable by installing a range of energy saving measures. The Scottish Government is offering assistance to:

Homeowners and

Private sector tenants Applicants must have lived in their property for at least six months, and meet the qualifying criteria. The measures offered will depend on a survey of the property. If the applicant has had assistance through a Government programme before, they can still apply for Warmer Homes Scotland if they meet the qualifying criteria. For more information about the scheme, and to check qualifying criteria, contact Home Energy Scotland on 0808 808 2282.

HEEPS Area-Based Schemes

Measures offered within HEEPS area-based schemes will be partly funded by the Energy Company Obligation (ECO) and partly by the Scottish Government. Area-based Schemes will be designed by local authorities to provide energy efficiency measures, deliver emission savings and reduce fuel poverty. The schemes will be delivered by the local authorities in conjunction with local delivery partners. Both private and public sector households will be eligible, as long as they are within areas identified and defined by the local authority.


Measures might include district heating connections and insulation measures, but will be dependent on the schemes developed within each local authority area. Some measures may only be eligible as part of broader schemes focused on solid wall insulation or homes with hard-to-treat cavities.

Home Energy Efficiency Programmes for Scotland: Cashback Scheme The Scottish Government is offering owner occupiers, private and social tenants and registered private sector landlords a rebate of up to £5,800 towards installing eligible energy efficiency measures for properties that are in council tax bands A to C. There are a variety of measures covered. The starting point is that any measures must be recommended in a pre-install Green Deal Advice Report for the property. Funding is divided into categories:

up to £500 available for installing a new boiler;

up to £400 for insulation measures;

up to £300 for other measures like draught-proofing or secondary glazing;

for installations of solid wall insulation 75% of the total cost of the work, up to £4,500 is also available.

Additional premiums are also available to households which are classified as living in a remote rural area of Scotland. Applicants who install at least one eligible measure and claim funding through the scheme are also entitled to a maximum of £100 towards the cost of their Green Deal Advice Report. The scheme is available on a first come, first served basis and is subject to available funding. Work carried out under the scheme must be completed by an installer who is Green Deal certified specifically for the measure the householder wishes to install. Home Energy Efficiency Programmes for Scotland: Loan Scheme The Scottish Government is making available interest free, unsecured loans of up to £10,000 to householders for installing a variety of measures such as solid wall insulation, double glazing or a new boiler. The loan scheme is open to owner occupiers and registered private sector landlords in Scotland. The repayment period varies based on the amount the


applicant intends to borrow but those taking out higher value loans will be able to pay back over 10 years. The householder will need to have a Green Deal Advice Report (GDAR) carried out before they apply for the loan because any measures they wish to install must appear on the ‘Recommendations for improvement’ list on the Energy Performance Certificate portion of the GDAR. Work carried out under the scheme must be completed by an installer who is Green Deal certified specifically for the measure to be installed. A suitable installer can be found via the Green Deal Approved Register. For full details of the measures covered by the scheme (and their maximum loan value) contact Home Energy Scotland on 0800 808 2282.


HANDOUT 13 NEST Nest is the Welsh Government’s fuel poverty scheme. It aims to help reduce the number of households in fuel poverty and make homes warmer and more fuel-efficient places to live. Anyone worried about the cost of heating their home, can call 0808 808 2244 free from a landline or a mobile phone. Advisors can give advice on:

saving energy money management identifying the best fuel tariff; entitlement to any benefits to maximise income

Householders may also be eligible to receive home improvements at no cost, to help make the home warmer and reduce energy bills. Nest support is available to everyone in Wales. Eligibility Who can get a whole house assessment? A Nest whole house assessment is available to people who are in receipt of a means-tested benefit and living in the hardest-to-heat homes. Householders may be eligible for home improvements under the scheme if:

they own their home or privately rent for a minimum of six months and; they live in a dwelling that is not energy efficient (EPC bands E, F or G rated)

and; they or someone who lives with them receives a means-tested benefit:

Child Tax Credit: where the household money coming in is below

£16,105 a year Council Tax Benefit (reductions and discounts do not qualify on their

own) Housing Benefit Income-based Jobseeker’s Allowance Income-related Employment and Support Allowance Income Support Pension Credit – Savings and Guarantee Working Tax Credit: where the household money coming in is below

£16,105 a year Universal Credit


Even if the home has an energy rating above an EPC band E the householder can get advice on money management and income maximisation. Help with home improvements at no cost or low cost may be available through other schemes.

Privately rented housing

Private tenants must have resided in the property for a minimum of 6 months prior to a Nest application

They must have a valid tenancy agreement with a minimum of 6 months left to run

Private sector tenants need to show a proof of residency/ address letter and a valid tenancy agreement to the whole house assessor

A private landlord can refer a maximum of 3 properties to Nest Once a property has been referred, the landlord needs to submit a valid gas

safety record to Nest Sign declaration that rent must not be raised in lieu of Nest improvements for

at least 12 months following installation of measures

Applying There are four steps involved: Step One: Contact the NEST advisers The first step is to phone, free of charge (from a mobile or landline), 0808 808 2244, or use the ‘contact us’ section in the NEST website. The householder will be asked a series of quick questions to determine what support they are eligible for, and provide advice and information on ways to reduce fuel bills and save energy. They will also determine if the householder is eligible for home improvements at no cost or low cost. Step Two: Assessing the Home When applying to the Nest Programme the householder will be assigned a Personal Customer Manager (PCM) who will be the householder’s main point of contact supporting them through the Nest journey. Within two working days of making the application, the PCM will explain the application process. This is when they will arrange for a surveyor to visit the property, usually within the next five working days. The surveyor will assess the property, explaining if the householder is eligible for the scheme and what changes they may be able to suggest that will help reduce energy bills. If the householder does not qualify for any measures under the scheme, the surveyor will explain why. However, they will provide individually tailored energy efficiency advice which can help reduce energy consumption and lower fuel bills.


Step Three: The Installation After the assessment, the PCM will contact the householder within two working days to help arrange a suitable date for the work to be carried out. It usually takes two days to install a heating system, whereas loft or cavity wall insulation can often be completed in one day. After the work has been completed, the new products will be fully explained to so that the householder understands how to operate their new heating system. Jobs are normally completed within 45 days of the initial enquiry, but this may take longer where there is a need to make a long connection to the gas or electricity pipes and wires or where planning permission is required. Step Four: The inspection and aftercare A suitable date will be arranged for the work to be inspected and the householder will advised on the outcome of that check. A quick call to check that the householder is satisfied with the completed work will then be followed by a customer satisfaction questionnaire so they have the opportunity to provide feedback either on the phone or by post. Cavity wall insulation comes with a 25 year guarantee. Central heating systems will be covered for one year after the date of the installation, which includes one annual service visit. What help is available under the whole house assessment? Nest can offer a full home energy assessment and a range of home improvements – at no cost to the householder if they meet the qualifying criteria. Measures could include:

a new central heating boiler; insulation for a hot water cylinder; loft, cavity wall and solid wall insulation; draught-proofing for doors and windows; renewable energy technologies such as air source heat pumps.

What is meant by a hard-to-heat home? All homes are rated from A to G for energy efficiency. The most energy efficient homes have an A or B rating. The least energy efficient homes have an E, F or G ratings. To qualify for home improvements at no cost through the Nest scheme the dwelling must have an E, F or G energy rating. To find out if the householder lives in a hard-to-treat property they should call 0808 808 2244. A Nest adviser will run through a series of questions to get an idea of how energy efficient the caller’s home is and which band it falls into. A list of some of the questions asked can be downloaded from the NEST website.


A home with some or all of these characteristics might have an E, F or G energy rating:

no central heating; a boiler that is at least 15 years old – though some newer boilers can also be

inefficient; a hot water cylinder with no insulation; solid or cavity walls with no insulation, or walls built from non-traditional

materials; no loft insulation or not enough insulation (less than 100mm thick); single-glazed windows; no draught-proofing around doors and windows.

For more information about Nest: www.nestwales.org.uk

http://www.nestwales.org.uk/


HANDOUT 14 Fuel Suppliers: Priority Service Register

As part of their licence obligations domestic gas and electricity suppliers must offer special services to customers who are of state pension age, disabled, suffering from a chronic illness or have a visual or hearing impairment. The Priority Service Register is available from all electricity and gas suppliers and among the services on offer are:

Password scheme Bills available in large print and Braille as well as talking bills Meter reading service Meters moved to an accessible location for free (if possible) Controls and adapters for appliances Bill nominee scheme Priority in an emergency, this could include providing alternate heating and

cooking facilities in the event of disconnection Free annual gas safety check (subject to additional qualifying criteria)

British Gas

Priority Services Register Tel: 0800 072 8625 or 0800 294 8064 for Pay As You Go customers

EDF

Priority Services Register Tel: 0800 269 450 or minicom 0800 096 2929

E.ON

Priority Services Register Tel: 0800 051 1480

npower

The Warm Response Service Tel: 0808 172 6999 (free from most landlines)

ScottishPower

Carefree Scheme Tel: 0800 027 1122 (from landline)

SSE

Careline Tel: 0800 622 838 or textphone 0800 622 839


HANDOUT 15 Distribution Network Operators: Priority Service Register

The Distribution Network Operators (DNOs) are responsible for the safe delivery of electricity through the electricity network. The individual consumer’s supplier bills them for the electricity they use and is responsible for the meter; this not the role of the DNOs. The DNOs provide support for their vulnerable customers via their Priority Service Register. DNOs offer support to certain categories of customer, for example:

customers who are older, disabled or suffer from a medical condition and who depend on electricity for medical equipment or other medical needs (e.g. kidney dialysis and oxygen concentrators);

customers who have special communication needs and may wish to receive or provide information by alternative methods, for example, those who are blind, partially sighted or have a hearing impairment;

customers who may be vulnerable due to their age, disability or chronic medical condition but who do not rely on electricity for medical needs or have special communication needs.

Examples of the additional support they can offer qualifying customers:

will let them know in advance of a planned interruption to their electricity supply;

will provide them with a special telephone number so they can get straight through to a person if they have a power cut;

where possible, keep them informed if they tell them they have lost their electricity supply;

will work with the oxygen providers to provide assistance during longer power cuts;

may in the event of an emergency share their information with other responding agencies.

The table overleaf can be used to identify the relevant DNO to check if a consumer qualifies for their DNO’s Priority Service Register. Contact details are from the Energy UK website.


Area Company General Enquiries

Number

North Scotland Scottish & Southern Energy Power Distribution

0800 048 3515

Central and South Scotland


North East England Northern Powergrid 0845601 3268

North West Electricity North West 0800 1954141

Yorkshire Northern Powergrid 0845 330 0889

Midlands Western Power Distribution 0845 603 0618

Eastern England UK Power Networks 0845 601 5467

South Wales Western Power Distribution 0845 601 5972

Southern England Scottish & Southern Energy Power Distribution

0845 026 2554

London UK Power Networks 0845 601 5467

South East England UK Power Networks 0845 601 5467

South West England Western Power Distribution 0845 601 5972

North Wales, Merseyside and Cheshire and North Shropshire


big energy saving network resources for...

Documents