Quality Assurance The Energy Efficiency Advice Code of Practice

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Quality Assurance - The Energy Efficiency Advice
Code of Practice

• Julia Green
• Energy Inform
• Member of Energy Advice Providers Group

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The Energy Efficiency Advice Code of Practice

• The Energy Efficiency Advice Code of Practice
  was developed by the EAPG and provides
• A Good Practice standard for the whole of the
  energy efficiency advice industry
• The Code of Practice was developed with
• stakeholders who confirmed support for
• minimum standards
• launched in 2003
• taken on by the EST in 2005

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The Energy Efficiency Advice Code of Practice
Why?

• Research commissioned by EAPG had demonstrated
  the value of advice
• 85 customers remember receiving advice topics
• 70 who receive advice on measures install some
• 75 of behavioural advice is followed in some way
  
• 63 who followed advice had warmer / more
  comfortable homes
• Up to 47 reported lower fuel bills
• 23 reported improved health

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The Energy Efficiency Advice Code of Practice
Who?

• Advice is delivered in different ways by a range
  of agencies
• Currently signed up to the Code are
• EEACs / ESTACs
• Utilities
• Local authorities
• Energy agencies
• Installers
• Retailers
• Other

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Structure of the Energy Efficiency Advice Code of
Practice
Heart of the Code
Point of sale
In the home
Installation
Non face to face
Face to face not home
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Content of the Code of Practice

• Each section of the Code is set out in four
  sections
• Quality of advice and information
• Training and development
• Customer access
• Quality assurance and service improvements

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Structure of the Code of Practice

• The Heart of the Code
• Set of standards that apply to all organisations
  signing up to the Code
• Ensures the organisation is well run and has
  quality control mechanisms in place
• Advice providers need to comply with the heart
  plus at least one of the other categories

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Structure of the Code of Practice

• Point of sale
• Applicable to organisations that give advice
  about specific products at the selling stage of
  the supply process e.g. retailers and
  manufacturers

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Structure of the Code of Practice

• Installation of energy efficiency measures
• Applicable to installers who encounter the
  householder during installation e.g. insulation
  and heating systems

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Structure of the Code of Practice

• Face to face advice not in the home
• Applicable to organisations that give advice on
  their own premises, at exhibitions, trade shows
  and other events

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Structure of the Code of Practice

• Non face to face situations
• Applicable to organisations giving advice over
  the telephone, in specific written reports or
  electronically e.g. Energy Efficiency Advice
  Centres (EEACs) and utility advice teams

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Structure of the Code of Practice

• In the home
• Applicable to organisations who provide home
  visits for the purpose of giving energy
  efficiency advice e.g. some EEACs, local
  authority staff, RSL staff, voluntary sector
  agencies

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Specifiers Code of Practice

• Organisations who contract out their energy
  efficiency advice services to a third party con
  sign up as a specifier to show they support the
  Code of Practice
• Currently includes EST, NEA, Welsh Assembly
  Government, local authority, heating installers
  and others

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Application / monitoring

• Organisations sign up to the heart and
  appropriate additional sections self
  certification includes signed declaration of
  compliance
• Applications are made on line and are fully
  automated
• No current monitoring organisations can include
  processes in ISO9001 and Investors in People
• Website address
• www.goodenergyadvice.org.uk

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Consultation and development

• Stakeholder consultation - early 2007
• investigated whether organisations would be
  willing to pay a fee for the Code of Practice
• determined what stakeholders would want in return
  for a fee, for example a Quality Mark
• Results are under review by EST

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Research and development

• Research on training needs of energy efficiency
  advisors (2006) indicated a need for new subject
  matter e.g. microgeneration
• Review of the Code of Practice (2007) to ensure
  that it is fit for purpose results indicate
  some minor changes in standards and inclusion of
  some new subject matter

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Benefits of the Energy Efficiency Advice Code of
Practice

• Provides a quality framework for advice provision
• Credibility with specifiers and funders of advice
  
• Motivates staff in the provision of a quality
  service
• Enhances the environmental profile of the company
  
• Improves consumer confidence

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Ensuring Quality Advice Present and future
influences

• Consumer interest in Climate Change agenda
• Domestic fuel price rises
• Understanding energy use of electronic and
  electrical appliances
• Understanding energy production of
  microgeneration
• Energy Performance Certificates Domestic Energy
  Assessors

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Future of the Code of Practice

• How can quality of advice be maintained ?
• How can Quality Assurance systems be
• funded ?
• Feedback