Energy advice and support
The Energy and Climate Change team offer energy efficiency advice, support and interventions for our customers.
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What the team does
The Energy and Climate Change team manages a range of sustainability related contracts and projects and offers tailored one-to-one energy efficiency advice, support and interventions for customers to help keep their homes in good condition, warm and safe.
Each year, it delivers energy-efficiency related events and winter wellbeing sessions across the city and carries out hundreds of personalised home energy visits and assessments that can help customers lower their utility bills and get the best out of their heating systems.
The team supports residents in becoming energy efficient and can help to improve insulation standards within the home. It also advises on additional energy-related benefits and payments.
The home energy visit support includes:- cavity wall (borescope) investigations
- cavity wall insulation extraction and refill work
- loft insulation replacements and upgrades
- heating system advice and demonstrations
- energy tariff comparisons, calculations and switching
- metering, smart meter and energy-efficient appliance advice
- Warm Home Discount, winter fuel payment and cold weather payment support
- benefits and Money Smart Team referrals and signposting
- Severn Trent Water ‘Affordability Scheme’ referrals
The team also manages:- district and communal heating network metering
- Switch 2 billing and account enquiries
- requests for emergency credit and repayment agreements
- annual district & communal heating network tariff adjustments
- the solar PV portfolio and Right to Buy ‘feed in tariff’ transfers
- the Energy Performance Certificate (EPC) portfolio
- aged energy billing debt enquiries
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How this benefits customers
The team’s work benefits customers by:
- helping them understand and improve their energy use and behaviour
- helping to reduce energy and water bills
- supporting financial wellbeing by connecting customers to additional benefits
- providing warm, safe and secure homes
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What customers can expect
Customers can expect comprehensive, compassionate, non-judgmental support and advice from a dedicated and knowledgeable team.
Customer enquiries will be progressed and resolved in a clear, caring and timely manner with the team going ‘the extra mile’ to bring issues to a satisfactory conclusion with additional support available to those who need it including the elderly and the vulnerable.
All customer related energy enquiries are responded to within five working days.
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How we measure success
The Energy and Climate Change team takes great pride in delivering its responsibilities and strives to achieve positive outcomes in every case and situation encountered.
Leaving customers highly satisfied with the service they receive remains the primary objective of the team with high levels of engagement and satisfaction delivered year on year.
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How we continue to improve
The Energy and Climate Change team is committed to the continuous improvement of the services it delivers, and it undertakes regular process reviews to identify any areas for investigation and / or improvement.
It also examines and integrates customer feedback to improve its services and proactively seeks the opinions and thoughts of our customer base. It works collaboratively with other teams across WH as well as local, regional and national organisations to ensure there is a holistic, high-quality service to all.
The team undergoes regular energy-related training and keeps up to date with industry news, legislation and guidance to be able to offer a ‘best practice’ service to customers.
It is also proactive in identifying new or innovative technologies and systems to trial and endorse for the benefit of current and future customers.
- How the team's work fits within the Consumer Standards