CWI energy supplier grants

Dianna Goodwin made this Rhyddid Gwybodaeth request to Office of Gas and Electricity Markets

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Office of Gas and Electricity Markets Nid oedd gan y wybodaeth y gofynnwyd amdani.

Dear Office of Gas and Electricity Markets,

I have contacted your office on numerous occasions this year and this week left two messages for the Consumer team to respond to being unable as usual to speak to someone. My original request was and still is to know which energy supplier paid out the grant on CWI installed at my home in April 2011 by the approved installer Warmerhome Southern Ltd through the product manufacturer InstaFibre? Neither Warmerhome nor InstaFibre can help me at present though I gather InstaFibre would have filed the papers applying for the grant ... I have previously been directed by Ofgem through to the Energy Saving Trust and the ECO team. The ECO team are still looking into as to whether they can supply the requested data. However, my very clear understanding from others that have taken a similar route is that Ofgem themselves should be able to provide me directly with the information I requested. Not wishing to leave my personal details online in this request, would you please check your phone messages for my telephone contact number. I did also email you on this question but still await a full response there too.
A swift response would be appreciated please because I have wasted much valuable time pursuing this issue with Ofgem since mid June. I do not believe I should have been redirected through to EST (whom I had previously approached anyway and could not help in this respect either) nor the ECO team given my installation was when older CERT & CESP schemes were in place.

Yours faithfully,

Dianna Goodwin

FOI, Office of Gas and Electricity Markets

Dear Ms Goodwin,

Thank you for your email, I have also just been forwarded your email that you sent to the consumer affairs team (message timed at 13.43 yesterday August 5th) and the phone message left this morning. I understand that you are trying to source information on the installation completed on your property in 2011. As you correctly assess in yesterday's email that would, have likely been a installation made under Carbon Emissions Reduction Target or the Community Energy Savings Programme CERT / CESP programmes respectively.

Our consumer affairs team do not hold data on these programmes.

I have contacted staff who have dealt with ECO, CERT and CESP to coordinate a response to you. From previous correspondence with CERT participants I understand that we do not hold detailed property by property information on CERT and CESP installations, however, I'll confirm this is the case for your property and as soon as I have a response one way or another, I will get back to you.

Your case is registered as 723-2014 for reference. Should you wish to email directly (rather than via the whatdotheyknow.com forum) please do so via the [Ofgem request email]

Yours sincerely

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

dangos adrannau a ddyfynnir

Dear Mr Kitcher,

Thank you very much for your response today. I have since learned that a Mr Nathan Shelley, Energy Efficiency Officer in the Energy Efficiency and Social Programmes at Ofgem,recently and successfully managed to track down an energy grant provider in what would have been a CERT or CESP scheme, and too for a specific property. Hitherto I have always been directed to the consumer dept or as I said previously EST or ECO. I do not know if this information will help speed things up but thought I should pass this detail onto you.

Yours sincerely,

Dianna Goodwin

FOI, Office of Gas and Electricity Markets

Dear Ms Goodwin,

The response from CERT & CESP was if CERT it won't be recorded , it was not a requirement of the CERT programme to tie measures to individual properties so as I understand it we would not be informed. If CESP it may be recorded. I'll ask for a search of the CESP database to be carried out to find out if your address is on it, and if so what was recorded against that address.

regards

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

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FOI, Office of Gas and Electricity Markets

Dear Ms Goodwin,

Following up my earlier email I have had a response from colleagues involved with CESP and CERT.

There is no CESP installation under Milford or postcode 'SO41' or 'SO41 0LX'. It seems that the obligated parties (OPs) were not working in that area on CESP.

InstaFibre is however known to have been used on both CERT and CESP by all OPs. Warmerhome is not mentioned under either CERT or CESP.

We have also tried to access what limited information we have on CERT and only EDF energy mention Milford on Sea. This does not mean, of course, they were the only obligated supplier installing in the area and EDF may not have made the installation at your address.

Do you have an installation problem? If so, what is the issue? This might be helpful in advising on what steps you could take to resolve it.

Regards

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

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Dear FOI,

Thank you for your email of 7 August. I now have an ongoing enquiry with the EDF who are checking their archives further for the information I require.

Yes, I have had a problem with the installation which was latterly found to be defective, as was the survey. For the past 6 months I have been in touch with the installer, manufacturer, CIGA and the BBA. I have also had four inspections and await a report on the last. To be blunt I have pretty much met with a wall of silence when I try to point out very clear breaches of certification and industry procedural conditions. Trading Standards are useless to contact in respect of CWI, and for an installation which took place just 3 years ago plus there is no proper industry watchdog or ombudsman. CIGA is industry funded, This is all plainly wrong and consumers are therefore taken advantage of accordingly. I am pursuing this aspect with my MP and have the BBA handling of my complaint under investigation by UKAS.

Meanwhile I have looked closer at the Grant Application Form I signed. It would seem that where the Grant is concerned but not otherwise, Snug Network is the trading name for InstaFibre and their approved installer (Warmerhome). I have spoken to Snug Network who it appears are in partnership with Insta and had to leave my enquiry with them. Despite the partnership they had no record of my ongoing complaint these past six months which they say they would have expected to see on file. I have also spoken to EST yet again since the form clearly states in the small print that the details of the installation will be recorded for the purpose of carrying out statistical analysis jointly by The Snug Network, the sponsoring energy supplier and the EST. So someone, somewhere out there, must have the information I require. EST are like the EDF checking out their archives further.
The Grant form further indicates on the reverse that my installation details are likely to have been passed on to a wide variety of bodies - from Ofgem through to EST and DECC.

Yours sincerely,

Dianna Goodwin

Dear FOI,
I have to say that I do not fully understand your earlier remarks about individual installations not being recorded under CERT. Albeit I do not know if my installation was done under CERT or CESP.
To check my facts I spoke again with a lady in Southampton who confirmed that her elderly parents installation took place in 2010 (a year prior to my own) and that Ofgem had had no difficulty in confirming that it was under a CERT scheme sponsored by E-on. Same County, different installer, but what is going on here please?

Yours sincerely,

Dianna Goodwin

FOI, Office of Gas and Electricity Markets

Dear Ms Goodwin,

With CERT there was no obligation for a supplier to give us details of individual installations. Some did, and where they did we have a record (as in the Eon case you mention). As we noted below the only record we have of an installation for Milford on Sea or the SO41 post code is from a supplier who did not give us details of which addresses were involved. We simply don't hold the information in your case.

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

dangos adrannau a ddyfynnir

Dear FOI,
I think before I close this request I should ask you if you have any comments on my letter of the 10th August last please? I understand the position now regarding CERT thanks.

Yours sincerely,

Dianna Goodwin

FOI, Office of Gas and Electricity Markets

Thanks, acknowledged. I was out of office earlier this week so had not picked up the 10th August email.

Regards

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

dangos adrannau a ddyfynnir

Dear FOI,
May I please have a response to my letter of the 10th last. Snug Network never returned to me with the information I requested. When I chased this I had the phone put down on me!
I have phoned all six of the major energy suppliers with no luck. This is a pity not least because my recently acquired paperwork shows that the installer added information to the grant application form after I had signed it, quoting a different lesser figure to the one they knew I had just paid them by cheque. It is not the VAT element and can only mean that this enabled them to claim more from the energy sponsoring company than they were entitled to.
With reference to your letter of the 14 August can you tell me please which supplier did an installation(s) in Milford on Sea. I would like to phone them again asking them to recheck their records.

Yours sincerely,

Dianna Goodwin

Dear FOI,

On the 14th August I wrote 'I think before I close this request I should ask you if you have any comments on my letter of the 10th August last please? I understand the position now regarding CERT thanks.'
I don't know why I have not had a response to this which is my reason for requesting an internal review.

Yours sincerely,

Dianna Goodwin

Gadawodd Claire Eades anodiad ()

I can confirm that I did find out who funded the botched Mark Group installation under CERT in 2010 from Ofgem. It was traced to Eon. We had no idea that an energy company was behind it at the time as it was sold as a Govt scheme with Govt guarantee.
I hear time and time again that problems are few and far between yet victims can't get help. Installers and CIGA don't reply and then eventually blame the property.

How can energy companies monitor technical failures when many people don't know and can't find out which supplier was behind it.

The extraction industry is booming. Some installers such as Mark Group extract as well. A double pay day.

I now know that CWI is a flawed concept. With 1 in 4 homes being sucked in by the propaganda. We have a massive problem in the making. Those involved in this must be held to account.

Paul Kitcher, Office of Gas and Electricity Markets

Dear Ms Goodwin,

Thank you for your email requesting an internal review of your information request this is our formal response. Just to clarify, if we held the information you requested I consider that this would be accessible to you under the Data Protection Act 1998, or the Environmental Information Regulations 2004.

Our response to your original request for data about the insulation of your home under CERT / CESP was `information not held'. We did search our records but do not have any information about your address. We also gave you on a voluntary basis information about which company claimed under CERT/CESP in the Milford on Sea area, if your installation was completed under one of these programmes that company is likely to be the funder.

Some installers did collect more information, and it is possible that the energy company that sponsored the installation did receive the data themselves (it's also equally possible that this was only retained by the installers for their own records).

However, as noted above there was no legal requirement to then pass on the information to Ofgem. Some companies did at least in part collect information on individual dwellings so we do hold some data, I'm sorry to say however that your address was not included in the voluntary data passed across (in fact we have no address level data at all for Milford on Sea).

Regards

Paul Kitcher
Head of Information Management
Sustainable Development
9 Millbank
London
SW1P 3GE
Tel: 020 7901 7011
www.ofgem.gov.uk

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