Retrofit Home (Domestic) Energy Efficiency Works - Managing Agents

Managing Agent for Grant-Funded Domestic Retrofit Schemes - this includes responsibility for the day-to-day delivery of a domestic retrofit projects such as the Green Homes Grant schemes mentioned above, ensuring all aspects of the services are delivered professionally and to the requirements stated herein, including but not limited to:

• Providing independent project management services to enable a non-affiliated supply chain
• Strategizing to secure, procure, and manage a contractor supply chain, including installers, surveyors (EPC surveyors, Retrofit Assessors etc.)
• Creating a project delivery plan
• Contract and Performance Management
• Provisioning a call centre service to manage customer enquiries and applications
• Establishing and running systems to manage the customer journey end-to-end including eligibility screening, application processing and customer support services (see example of customer journey in Appendix 2)
• Identifying eligible properties and households using building stock and fuel poverty data (data analysis)
• Household engagement, marketing, and recruitment (lead generation)
• Undertaking whole-house surveys, retrofit assessments, and technical solution design (or arranging qualified subcontractors for this purpose).
• Management of the retrofit works (scheduling and delivery)
• Inspections, quality assurances and works approval
• Monitoring and evaluation of projects including complying with any reporting requirements outlined by the funding body, for example with LAD projects by completing monthly reports in a timely manner to enable their submission to the Department for Business, Energy and Industrial Strategy (BEIS) within agreed deadlines (see typical reporting requirements in Appendix 3)
• Customer satisfaction, installation completion and sign-off
• Complying with GDPR requirements and procedures such as the creation of secure data sharing and storage arrangements for all parties.

Management of Energy Company Obligation (ECO) scheme – involves the provision of recruitment, marketing, case management and administration services for Energy Company Obligation (ECO) and ECO Flex funding programmes to residents of the Local Authority areas.

The procured service provider will:

a)Provide a referral route to receive and manage referrals from either; directly from residents, from contractors and or their managing agents. We would expect the service to be accessible by website referrals, a free to call telephone service operating from 09:00 to 17:00, Monday to Friday, alongside other customer communication channels such as email, letter and SMS.

b)Secure ECO funding via its contracts with obligated utility companies or contractors to support the cost of technically suitable energy efficiency measures in qualifying households.

c)Respond promptly and professionally to all requests for energy saving services from residents within the Local Authority areas.

d)Manage a referral scheme to provide ECO funded measures in domestic housing, having undertaken a robust recruitment exercise to identify a suitable installer network. This will involve carrying out: quality; health and safety; technical; regulatory; risk; warranty and financial checks on scheme installers, to ensure, for example, installer compliance with the latest PAS retrofit standards

This list is not exhaustive

Independent Energy Advice Service: This Lot comprises the provision of energy saving advice and support to residents in defined council areas.

The procured service provider will:

a.Provide independent, impartial and up-to-date advice and support to householders in the Local Authority areas to help them save energy and money on their fuel bills, and reduce their carbon footprints through behavioural changes, switching tariffs or undertaking energy efficiency home upgrades.

b.Have a free to call telephone service operating from 09:00 to 17:00, Monday to Friday, alongside other customer communication channels such as email, letter and SMS.

c.Have a proven commitment to alleviating fuel poverty.

d.Have staff experienced in speaking to the most vulnerable residents.

e.Where applicable, refer customers to approved energy efficiency grant (or loan) schemes, including those the Councils are involved in delivering such as the Green Homes Grant LAD scheme and the Energy Company Obligation scheme.

f.Seek to establish and maintain a network of referral routes with partner agencies to be able to offer residents grants, charitable support, and advice.

g.Procure added value and referral networks to other agencies and charitable organisations.

The procured service provider will: a)Provide a referral route to receive and manage referrals from either; directly from residents, from contractors and or their managing agents. We would expect the service to be accessible by website referrals, a free to call telephone service operating from 09:00 to 17:00, Monday to Friday, alongside other customer communication channels such as email, letter and SMS. b)Secure ECO funding via its contracts with obligated utility companies or contractors to support the cost of technically suitable energy efficiency measures in qualifying households. c)Respond promptly and professionally to all requests for energy saving services from residents within the Local Authority areas. d)Manage a referral scheme to provide ECO funded measures in domestic housing, having undertaken a robust recruitment exercise to identify a suitable installer network. This will involve carrying out: quality; health and safety; technical; regulatory; risk; warranty and financial checks on scheme installers, to ensure, for example, installer compliance with the latest PAS retrofit standards

Independent Energy Advice Service: This Lot comprises the provision of energy saving advice and support to residents in defined council areas. The procured service provider will: a.Provide independent, impartial and up-to-date advice and support to householders in the Local Authority areas to help them save energy and money on their fuel bills, and reduce their carbon footprints through behavioural changes, switching tariffs or undertaking energy efficiency home upgrades. b.Have a free to call telephone service operating from 09:00 to 17:00, Monday to Friday, alongside other customer communication channels such as email, letter and SMS. c.Have a proven commitment to alleviating fuel poverty. d.Have staff experienced in speaking to the most vulnerable residents. e.Where applicable, refer customers to approved energy efficiency grant (or loan) schemes, including those the Councils are involved in delivering such as the Green Homes Grant LAD scheme and the Energy Company Obligation scheme.