Home Energy Scotland
Alex Warren
Centre 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 East
Diane Bannerman and Susan Watts
07506 040 690
[email protected]
[email protected]
Highlands and Islands
Alan Grant
07818567841
[email protected]
South West
Lucy Brown
07816 503447
[email protected]
Strathclyde and central
Jade Malavin
0141 552 0799
[email protected]
Or me:
South East
Dagmara Opilka and Elaine Benzies
0131 468 8682
[email protected]
[email protected]
Alex Warren
Centre Manager, Strathclyde and Central
0141 552 0799
[email protected]