Post on 12-Jan-2016
transcript
Home Energy ScotlandAlex WarrenCentre Manager, Strathclyde and Central
May 2015
Home Energy Scotland
Home Energy Scotland from the Scottish Government is the only national source of clear and impartial advice to make your home cheaper to heat
Home Energy Scotland advice network
Community liaison officers in each centre
The purpose of Home Energy Scotland
To support customers to save energy, reduce carbon emissions and reduce their fuel bills
Tailored advice – to fit the customer’s situation, property and motivation
Impartial – we present all the options available to the customer, and give the power of choice to the customer
Trusted - by remaining impartial and providing a world class advice service, we build customer relationships that are based on trust
The support we provide• Energy advice
• Signposting/referral to local support including Care and Repair
• Benefit checks and identification of fuel poverty
• Tariff check/ access to Warm Home Discounts
• Refer for energy efficiency schemes
• Guidance when installing renewable technologies
• Green Homes Network
• Communities
• Businesses
• Transport
Reaching the most vulnerable
Community liaison officer(s) in each local advice centre who:
• Promote the support available to local organisations and their clients/patients
• Establish referral/signposting relationships with trusted intermediaries
• Staff energy advice surgeries and other outreach events
• Give talks to local groups
• Carry out energy advice home visits where there is no other service available
Case study: Mr A Cumbernauld
• Referred by Cumbernauld Community Forum regarding loft insulation and problems due to asbestos
• Initial contact by phone – identified home visit needed as complex needs and phone conversation was difficult
• Home visit identified other issues
• Mr A was referred for benefits check and tariff and payment support
• As a result of the benefits check, Mr A has been awarded £88/week Attendance Allowance, and therefore eligible for Warm Home Discount Scheme too
Case study – Mrs B - complex issues
Mrs B was cold called at home by an installer who tried to sign her up for a wide range of measures
She was told that these would be free and ‘funded by the government’
Mrs B’s son-in-law contacted HES to verify the information that Mrs B had been given by the installer
HES provided clear guidance and support on her situation and provided all of the options available
Arranged a follow-up call with Mrs B and her son-in-law to go through all of the details
Mrs B qualified for a new free central heating system through the Scottish Government’s Energy Assistance Scheme
What our customers say“My enquiry was extremely complicated and the advisor was extremely patient and thorough. I was up to-date on all assistance that could be offered me at the end of the telephone call.”
“She went out of her way to listen and respond to my needs. Made excellent suggestions, emailed me useful publications. Could not fault. I wish all telephone centre workers were this good.”
How can we work with you?
Referral mechanisms Signposting Adding value – linking in with other key agencies Staff training Joint events Presentations/info sessions Visits to the advice centres
Joined up working
Home Energy Scotland - contacts
North EastDiane Bannerman and Susan Watts 07506 040 690Diane.Bannerman@ne.energysavingscotland.org.ukSusan.Watts@ne.energysavingscotland.org.uk Highlands and IslandsAlan Grant 07818567841alan.grant@hi.energysavingscotland.org.uk South EastDagmara Opilka and Elaine Benzies0131 468 8682dagmara.opilka@se.energysavingscotland.org.ukelaine.benzies@se.homeenergyscotland.org
South WestLucy Brown 07816 503447Lucy.Brown@sw.homeenergyscotland.org Strathclyde and centralJade Malavin 0141 552 0799jade_malavin@sc.homeenergyscotland.org
Or me:
Alex WarrenCentre Manager, Strathclyde and Central0141 552 0799Alex.Warren@sc.homeenergyscotland.org