Question reference: S6W-02009
- Asked by: Oliver Mundell, MSP for Dumfriesshire, Scottish Conservative and Unionist Party
- Date lodged: 29 July 2021
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Current status: Answered by Michael Matheson on 22 August 2021
Question
To ask the Scottish Government, further to the answer to question S6W-01002 by Michael Matheson on 21 July 2021, how it monitors the quality of customer service, specialist expertise and willingness to undertake and quote for work in relation to Scottish Government-funded schemes, particularly in relation to domestic biomass.
Answer
In relation to how the Scottish Government monitors the quality of customer service, specialist expertise and willingness to undertake and quote for work for Warmer Homes Scotland and Area-Based Schemes, I refer the member to the answer to question S6W-01002 on 21 July 2021. All answers to written Parliamentary Questions are available on the Parliament's website, the search facility for which can be found at https://www.parliament.scot/chamber-and-committees/written-questions-and-answers .
The following information relates to Home Energy Scotland (HES) advice services and the HES loans/cashback scheme, which includes domestic biomass as an eligible measure.
It is a condition of the HES loan/cashback that the customer must use an MCS certified installer for renewable heat systems (including biomass). Furthermore, the measure must be recommended on either the EPC or in a report issued by a HES specialist renewables advisor.
The Home Energy Scotland (HES) advice service, managed by the Energy Saving trust (EST) on behalf of the Scottish Government, is the gateway to the HES loan/cashback scheme and other SG-funded schemes.
Customer service quality at HES is monitored through monthly customer satisfaction surveys. All HES advisors are trained and qualified in accordance with the Home Energy Scotland SQA accredited training programme. HES also recommends that all customers (whether accessing HES loans/cashback or not) use installers with relevant certifications, such as MCS for renewables installations. This ensures that the work carried out meets MCS’ technical standards which also requires membership of a consumer protection body. They also recommend that customers get three quotes for each piece of work to allow reasonable price and detail comparison for work proposed.
Customers are also directed to the Scottish Government-funded Renewables Installer Finder tool to search for local MCS-certified installers. HES are strictly impartial in terms of installer recommendations but this tool provides customer reviews to help support their decision making.
In terms of installer capacity to undertake and quote for work, the Scottish Government funds EST’s sustainable energy supply chain programme to help develop capacity amongst installers through development of support and training in low and zero emissions heating technology installations, webinars and events as well as support for training costs which we deliver in partnership with Energy Skills Partnership.