Frequently Asked Questions
For Advice Providers
If you have a question which is not covered here, please
contact us here.
For Advice Providers
Why should I sign up to the Code of Practice?
The Code of Practice is for all organisations that provide domestic energy
efficiency advice that is specific to individuals and their circumstances, and
aims to improve energy efficiency and affordable warmth. There is a section in
the Code to meet all the different ways that advice is provided – over the
phone, in a shop, in a written report, when an energy efficient measure is
being installed, and during a home visit.
Whilst the Code of Practice has been developed so that customers can be assured
of accurate and relevant energy efficiency advice, certain benefits should
accrue for those organisations that are recognised as achieving the standards
set by the Code. The Code of Practice can:
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give customers/enquirers confidence that your service will be of value to them
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give public recognition and credibility
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attract more customers/enquirers
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help you to set and meet achievable goals
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help you to plan the way in which you deliver the advice service
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motivate those involved in providing energy efficiency advice
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help in meeting the expectations and demands of other stakeholders e.g. Energy
Saving Trust, regulators, funders etc
-
demonstrate achievement of standards
-
identify areas for improvement
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Which sections of the Code of Practice should I sign up
for?
Any organisation wishing to be recognised as complying with the Code of Practice
will be expected to meet the standards in the ‘Heart' of the Code and one or
more of the additional sections depending on the way in which the advice is
provided.
There are five additional sections, these are:
Energy efficiency advice at point of sale
– applicable to organisations that give advice about specific products at the
selling stage of the supply process e.g. retailers and manufacturers.
Advice given - installation of energy efficiency
measures – applicable to installers and managing agents
Face-to-face advice, not in the home
– applicable to organisations that give advice on their own premises, at
exhibitions, trade shows and presentations.
Advice provided in all non face-to-face situations
– applicable to organisations that give telephone, written and
electronic advice.
Energy efficiency advice in the home
– applicable to organisations that provide home visits for the purpose of
giving energy efficiency advice.
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What is the application process?
-
Register your organisation
on this website. You will be asked for contact details, insurance details and
what parts of the Code you want to sign up to (though you can change your mind
later). This is a quick process and expresses your interest in the Code of
Practice
-
You will be sent confirmation of your logon name and password by the Code of
Practice team so you can access your own homepage on the website.
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When you return to the website,
log in as an existing user. You will be able to access
and complete all the online application forms from here.
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When you've completed the Heart application form and the application form for
at least one additional category, submit the online declaration form via your homepage.
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Once you have submitted the Heart Application, at least one other application form and the declaration form, your organisation will be added to the Code of Practice Regsiter.
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Is there a logo I can use once
I've signed up to the Code?
The Code of Practice is a self regulated programme and subsequently the Energy Saving Trust does not accredit members of the scheme. There is no third party validation of claims made on the website by organisations that have signed up to the Code of Practice. This unfortunately means there is no logo that can be used by members of the Code of Practice at present.
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I want to sign up for the Code of Practice, but
don't actually give energy efficiency advice myself
The Code of Practice is for energy efficiency advice providers – so if you don't
do the advice-giving yourself it may not be the right thing for you. However,
you may have a role as a ‘specifier' of energy efficiency advice. This means
that you contract other people to give advice or to provide advice related
services for you. For example, the Energy Saving Trust contracts to EEACs,
local authorities contract to installers, suppliers contract to retailers under
EEC.
If you are a specifier, you can encourage – or even compel – your contractors to
sign up to the Code of Practice. This will help the wider promotion of the
Code, and to increase its adoption and impact across the energy efficiency
advice industry.
Any organisation wishing to be recognised as a "Specifier" of the Code of
Practice will be expected to read the Code of Practice and, if you support the
good practice standards in the Code of Practice, complete the Specifier sign up
online, submit Declaration Form from your homepage. This shows that you support the
good practice standards in the Code of Practice and will encourage your advice
contractors to sign up to it wherever possible. Your details will then be added
to a new Specifier section of the Code of Practice website.
We will keep you informed of developments with the Code on a regular basis. You
will be asked to renew your commitment to the Code of Practice on an annual
basis. This will also help us to make sure we have your correct contact
details.
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Is there a complaints
procedure?
At present there is no complaints procedure as the scheme is self-regulating. Any complaints should be addressed to the organisation in question.
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What is the Energy Efficiency
Partnership for Homes?
The Energy Efficiency Partnership for Homes is a partnership of organisations
with a mission to create a long-term framework for implementing energy
efficiency in homes. This will provide economic benefits, help the UK meet its
climate change targets and eliminate fuel poverty caused by energy inefficient
homes. The Partnership is facilitated by Energy Saving Trust. The Code of
Practice has been developed by the Energy Advice Providers Group of the
Partnership. Visit www.est.co.uk/partnership
for more information.
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Who are the Code of Practice
Team?
The
Advice
Code of Practice
is
managed
and administered by the
Energy Saving Trust.
The key contact is Tom Lock
(Accreditation Manager, Energy Efficiency). He can be contacted by
email on
info@goodenergyadvice.org.uk
or through the Helpline on 020 7222 0101
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My organisation is registered / considering registering to
ISO9001. How can I incorporate the Code of Practice into this?
The following guidance note has been produced to help you and your organisation
decide if it is advantageous to embody the requirements of the “Heart of the
Code” into your existing ISO9001 approved system or gain ISO9001 approval so
that the “Heart of the Code” can be more effectively managed. Download a copy
of guidance note
HERE.
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I’ve submitted my application forms but I’m
not on the Register.
If you are experiencing technical problems with the operation of the website, please contact the Energy Saving Trust by email on info@goodenergyadvice.org.uk or through the Helpline on 020 7222 0101.
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When do I have to renew my application?
Applications should be renewed every 12 months. Responsibility for this lies solely with the organisation in question.
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Is there a fee to join the Code of Practice
Register?
The Code of Practice is currently funded by Defra which means there is no cost
to advice providers, apart from the time you invest completing the application
process. This will be reviewed as the profile of the Code of Practice continues
to grow.
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For People who Want Advice
How do I find out which organisations comply
with the Code of Practice?
All the organisations that have self decalred compliance with the standards in the Code of Practice are
listed in the Code of Practice Register.
This is a publicly available list on the Code of Practice website.
You can search the list according to the type of advice you are interested in:
Point of Sale, Installers, Face to Face (not in the home), Non Face to Face
(e.g. telephone advice, written reports) or Home Visits.
The organisations are listed in alphabetical order, along with their phone
number and the town in which they are based.
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How is the Code of Practice monitored and
policed?
The Code of Practice is a self-certification scheme whereby advice providers
sign a declaration to confirm that they comply with the standards it sets out.
Organisations that are externally audited (for example , for ISO9000 or a
similar quality mark), are encouraged to include the Code of Practice in their
audited procedures.
Organisations are responsible for their own certification, application renewal and conduct under the code.
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How many organisations are self declared compliant with the
Code of Practice?
All the organisations that self declare compliance with the Code of Practice are listed
in the Code of Practice Register.
To the end of February 2005, there were 68 organisations on the Register, but
more are joining all the time.
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Who owns the Code of Practice?
The Code of Practice is owned and operated by the
Energy Saving Trust. It was developed by the Energy
Efficiency Partnership for Homes, with cross-industry support of the
energy efficiency advice sector.
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How is the Code of Practice funded?
The Code of Practice is currently funded by Defra.
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Is there a complaints procedure for consumers?
At present there is no complaints procedure as the scheme is self-regulating. Any complaints should be addressed to the organisation in question.
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