1. Presented by Liz Warren to the London HECA Forum 23rd February 2006
Good Energy Advice The Domestic Energy Efficiency Advice Code of Practice
Presented by Liz Warren
to the London HECA Forum
23rd February 2006

2. Good Energy Advice Energy efficiency advice About the Code of Practice
Benefits
Structure
The Code: For Advisers
The Code: For Specifiers
Case Studies
Signing Up

3. Energy Efficiency Advice
“Specific to individuals and their circumstances, and aims to improve energy efficiency and achieve affordable warmth”
In , 770,000 people received advice from an Energy Efficiency Advice Centre
4 million other opportunities for consumers to receive advice?

4. Energy Efficiency Advice
85% of consumers remember getting advice and what topics it covered
70% of consumers who receive advice do install some of the recommended measures
75% of all behavioural advice is followed
63% report warmer and more comfortable homes
Energy Efficiency Partnership for Homes 2002

5. About the Code of Practice
A Good Practice standard for the whole of the energy efficiency advice industry
Assures consumers of accurate and relevant energy efficiency advice and information
74 organisations signed up to date including:
Energy Efficiency Advice Centres
Local authorities
Energy suppliers
Scheme managers and trade associations
Retailers
Installers

6. Benefits of the Code of Practice
Gives customers confidence in the advice they receive
Gives the advice provider recognition and credibility
Attracts more customers and enquirers
Helps with planning and measuring the advice service delivered
Motivates the people providing the advice
Demonstrates the achievement of standards
Helps to identify areas for improvement

7. Structure of the Code of Practice
Heart of the Code
Five additional sections:
Face to face, in the home
Face to face, not in the home (eg, exhibitions)
Non-face to face (eg, telephone enquiries)
Point of sale (eg, retailers)
Installation

8. The Code: For Advisers
Each section of the Code contains standards related to:
Quality of advice and information
Training and development
Customer access
Quality assurance and service improvement

9. The Code: For Specifiers
A simple way to demonstrate your support for the Code
A short declaration that you:
Have read and support the Code of Practice
Will encourage your contractors to comply
Will incorporate the Code, wherever possible, into tenders and contracts for advice provision
Will promote the Code of Practice to partners and within the energy efficiency industry

10. Rotherham Metropolitan Borough Council
Signed up for the Heart of the Code and three additional categories:
Face to face advice in the home
Face to face advice, not in the home
Non-face to face advice (eg over the phone)
Many procedures already in place within the Council
Lead to improvements in practice, eg, follow up questionnaires to advice recipients
“The Code of Practice endorses what we were already trying to do, but now consistent and accurate advice comes with a national guarantee.”
Paul Maplethorpe, Rotherham MBC

11. Warrington Borough Council
Signed up for the Heart of the Code and:
Face to face advice, in the home
Face to face advice, not in the home
Used signing up to the Code to improve information management systems
Data on advice provision feeds into Best Value and Key Performance Indicators
The Code “shows the public that we are signed up to a scheme which guarantees that they are receiving unbiased trustworthy advice.”
Kevin Normansell, Warrington BC

12. Can Do Plumbing Signed up for the Heart of the Code and as Installers
Energy efficiency information packs help to reassure householders about work being done
Helped Can Do to look for wider training opportunities
Now developing an energy efficiency demonstration area in their new premises
The Code provides credibility and increases customer confidence

13. Signing Up As an advice provider or specifier
Online at:
By phone on