Dear Department of Energy and Climate Change,
Some relevant data has been brought to my attention re the efficiency of the boilers used by Warmfront installers:
I've also discovered that the so called not so ideal 'Ideal Isar'has only scored 85% on a boiler efficiency test by a Which? Review giving it a B rating at best.
Please advise: If this is the case why are these boilers still being fitted by Warm Front etc. I thought the
Government Central Heating and Boiler Scrappage Scheme Grants stipulated the use of A rated boilers only. Is this right ?
As for GAIN (Grant Aided Installation Network) they do not test,recommend or conclude which type of boiler are the most reliable or efficient as the DECC regularly refer to. They only collate any information centrally as a reference point from data sent in from boiler manufactures.
It appears DECC claim the 'recommendations' from GAIN are the reason they use the Ideal Isar. I've spoken to GAIN directly, they say they've no idea why the DECC keep claiming GAIN advocate the Ideal Isar.
1)Is the Ideal Isar rated A or B?
2)What evidence can DECC offer to support their claims re GAIN?
3) How does DECC ensure Eaga is fully compliant with customer service and complaints policy?
BIS ref: 10/0386
Dear D Speers,
Thank you for your request for information which was received on 25
February. Your request has been passed on to the appropriate official at
the Department of Energy and Climate Change to deal with.
Kay Wilson | Freedom of Information Advisor | Information Rights Unit |
Department for Business, Innovation & Skills | Bay 351, 66-74 Victoria
Street, London, SW1E 6SW | www.bis.gov.uk
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Dear FOI Requests,
Many thanks for your prompt acknowledgment. I appreciate your time.
Our Ref: 10/0386
Dear D Speers
Thank you for your Freedom of Information request dated 25^th February
2010, asking the following:
1. Does the Government Central Heating and Boiler Scrappage Grant
stipulate the use of A rated boilers only?
2. Is the Ideal Isar boiler rated A or B?
3. As stated in a Which? Review on boiler efficiencies, if the Ideal Isar
does not meet the criteria for it to be an A rated boiler why are
these boilers being fitted by Warm Front?
4. What evidence can DECC offer to support their claims re GAIN?
5. How does DECC ensure Eaga is fully compliant with customer service and
The Boiler Scrappage Scheme stipulates that if the replacement boiler is
gas or oil, it must be an A rated boiler. The scheme rules are published
This is different to the Warm Front Scheme. The Warm Front Scheme
stipulates that where gas, oil or LPG fired boilers are installed in
existing dwellings by Warm Front installers, boilers with a SEDBUK
efficiency equal to or in excess of 86% (i.e. Band A or B) must be used
unless there are exceptional circumstances that makes this impractical or
The Ideal Isar boiler is used by Warm Front installers at present and is
rated in Band A under the DEFRA/SEDBUK Scheme, as shown on the following
The SEDBUK grading is calculated using specified equations from results
obtained from extensive testing carried out by a Notified Body in response
to a request by the manufacturer, in this case Ideal, for certificated
approval to the Boiler Efficiency Directive (BED). The Notified Body is
appointed by the Government to certify products and production methods
which conform to the European Gas Appliance and Boiler Efficiency
Directives. Such certification is a legal requirement prior to the supply
of most gas products within the EU.
The Which? report on boilers (01 November 2007) refutes the figures from
the Notified Body and claims a much lower SEDBUK figure for the Ideal
According to Ideal, the report does not make clear what efficiency figure
has been used in the measurements or how it was measured, although the
report infers that the figure is a calculated SEDBUK figure. Ideal state
that the figure quoted by Which? for the Isar boiler is too low to be
within the boundaries of experimental error and may be explained by a
difference in the method used to test the boilers and calculate the
The boilers used under the Warm Front Scheme were selected in 2005 based
on recommendations from Eaga, the Warm Front Scheme manager, to DEFRA, the
Government Department with responsibility for Warm Front prior to the
creation of Department of Energy and Climate Change (DECC) in 2008,
supported by GAIN.
Under the Warm Front Scheme, there is a process in place to handle
Customer complaints. Part of the complaint handling process includes
monthly meetings between DECC and Eaga to review the complaints received
and information collected, discussing specific cases and reviewing Key
Performance Indicators (KPI's) relating to Upheld complaints. If Eaga
fail to meet the target KPI in terms of customer complaints upheld they
are liable to pay the department for their failure.
Over the past two years there has not been a failure by Eaga to meet the
KPI of no more than 0.6% of upheld complaints in any given month. For
further assurance DECC engage White Young Green (WYG) as Independent
Quality Assessors to audit Eaga's processes, make calls to customers and
send letters to enquire on the level of customer service received. It is
DECCs view, based on the reports and feedback from WYG that Eaga have been
meeting the required minimum standards and KPIs. In their October 2009
report WYG reported that the level of customer satisfaction has continued
to be maintained, with 90% of customer feedback confirming satisfaction
with the Scheme.
If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response to your
original letter and should be addressed to the Department.
Please remember to quote the reference number above in any future
If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at: Information
Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
Warm Front Policy
Household Energy Efficiency and Fuel Poverty Division
Department of Energy and Climate Change
Zone 1d, 3 Whitehall Place, London, SW1A 2AW
Email: [email address]
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