To ask the Scottish Executive how many applications to the Energy Assistance Package have been appealed after initially being rejected.
Callers to the Energy Assistance Package helpline do not make an application as such. Where appropriate, the local Energy Saving Scotland adviser takes them through an assessment to determine whether they should be referred to stages two, three, and four of the package. On referral, their eligibility is then assessed by specialist advisors and responsibility for appeals passes to the different service providers.
Stage 2:
(a) EST Referral Process
The EAP advisor makes a preliminary assessment of eligibility before referring callers, as appropriate, to the Pensions Service, Citizens Advice Direct, or to their energy supplier. If a caller insisted on being referred for a benefits check or a social tariff check, the EAP advisor would refer them, even if it appeared that they were not eligible.
One person has complained to EST about social tariffs, but not about the referral process itself.
(b) Individuals Referred to Stage 2 Service Suppliers
The results of stage 2 referrals to the Pensions Service, Citizens Advice Direct, or energy suppliers, are only reported in summary statistics, not individual cases, due to data protection issues. Any appeals would be dealt with under the appeals process of the relevant organisation.
Stage 3
(a) EST Referral Process
If callers appear to be eligible for stage 3, but not stage 4, they are referred directly to energy suppliers, who will determine their eligibility for stage 3 measures. When callers appear to be eligible for both stages 3 and 4, they are referred directly to stage 4 for an eligibility survey. If it is found that they are not eligible for stage 4, they are referred to energy suppliers, who will determine their eligibility for stage 3 measures.
(b) Households Referred to Energy Suppliers for Stage 3 Measures
Any appeal would be dealt with under the appeals process of the relevant energy supplier.
Stage 4
(a) EST Referral Process
EST has had some complaints about not being referred to stage 4, but no formal appeals. In the case of such complaints, EST:
undertakes a full investigation of the client''s status regarding stage 4 eligibility and if not referred due to a disputed energy rating, offers a reassessment;
explains as clearly and sympathetically as possible why the household is not S4 eligible;
explains that their details can be stored so that if eligibility conditions are changed in future they can be contacted;
recommends that they should call again if there is a change to their circumstances or to their heating system;
assesses what other assistance may be available to them via stages 1, 2 and 3 and re-offers this if it has not been taken up initially, and
thanks the caller for their feedback, and lets them know that it will be recorded.
(b) Households Referred to Managing Agent
When households are referred to Scottish Gas, the managing agent for stage 4, they are offered an eligibility survey to assess both the eligibility of the household and the SAP rating of the dwelling. Of the households rejected following the eligibility survey, 599 have appealed. Of these, 529 have subsequently been accepted for stage 4 measures, for the following reasons:
- proof of household eligibility not provided at survey, supplied at appeal = 427;
- amendment to regulation meant that the dwelling, correctly assessed at the time of survey as ineligible, became eligible as being energy inefficient from 21 December = 69
- dwelling became inefficient post-survey = 33; various reasons recorded here, but most commonly that a Gas Safe Registered Engineer confirmed in writing that the boiler had broken down or been condemned.