Energy Saving Trust Advice Centre Network
North West England
PROJECT TEAM & PARTNERS
- Catherine Monaghan (Energy Saving Trust contract manager for 3 North West Energy Saving Trust Advice Centres)
- Tim Barwood (Energy Saving Trust advice centre Manager Greater Manchester) - Manchester City Council
- Peter Owen (Energy Saving Trust advice centre Manager Merseyside and Cheshire) - Energy Projects Plus
- Tom Barlow (Energy Saving Trust advice centre Operations Manager Cumbria and Lancashire) - TADEA Ltd
CONTRACT VALUE - £3.5m
FUNDING
- UK government funding for core contract value from the Department of Energy and Climate Change (DECC) and Department of Transport (DfT).
- Additional regional funding from the Northwest Regional Development Agency
TIMESCALE - 3 years (2008 -2011)
DESCRIPTION OF THE PROJECT
Our advice centre service was set up in 1996 and we now have a
network of 21 Energy Saving Trust advice centres across the UK (3
in the North West of England). Our free-phone number, 0800 512 012,
will automatically put customers through to a local advice centre,
so wherever a customer is in the UK they can receive locally
tailored energy efficiency, microgeneration, transport, water and
waste advice.
There are currently over 500 members of staff (approx 39 for the
North West) providing advice across the UK. To date they have
advised over 7 million customers, saving our customers an
incredible 12 million tonnes of carbon dioxide (CO 2) over the
lifetime of their actions, as well as money off their bills!
Vision
"A world where sustainable energy is the choice for all individuals and organisations."
Mission
The advice service approach will establish the long term (to 2050) contextual conditions and individual attitudes to create 'low carbon citizens' who actively choose sustainable energy options through their behaviour and purchasing decisions. The path to this will be through a short term (to 2020) step change in the rate at which current carbon saving measures are being adopted.
Objectives of the UK Energy Saving Trust advice service:
- Carry out cohesive awareness raising activity at national and local levels that, in conjunction with national campaign activity, creates 'the intention to take action' in 5 million households each year.
- Provide a trusted source of free, impartial advice and information on sustainable energy engaging with 3 million households each year in person or through the web.
- Work with the supply chain to improve its capacity to deliver appropriate products and services to match the increased demand stimulated.
- Work with Regional and Devolved Government to support their adoption of a strategic approach to sustainable energy that provides a clear focus for activity in the domestic sector, and is consistent with UK energy strategy and policy initiatives.
- Support the creation of implementation plans for regions/devolved nations that link delivery to the strategies in place and define accountabilities for that delivery.
- Co-ordinate national and local delivery to achieve these objectives.
PROJECT TARGETS
- Persuade citizens to view low carbon lifestyles and actions favourably and to feel compelled to act.
- Make it easier and more convenient for citizens to take up sustainable energy products and services, and to adopt low carbon lifestyles.
- Ensure that society visibly supports low carbon lifestyles through appropriate levels of commitment, leadership and exemplary actions.
INNOVATIVE PRACTICE
The Energy Saving Trust's status as an independent not for
profit organisation means that our advice centres are the only
advice service which can provide impartial information on home
energy efficiency. This means that customers can be sure that the
advice they are given will always be tailored to best meet their
needs and requirements.
As our advice centres are locally based they have a good knowledge
of the local area and the local housing stock helping customers to
identify the most suitable energy saving measures for their home.
The advice centres also know the local installation market so they
can recommend suitably qualified trades people and advise customers
on any grants and offers that may be available to help towards the
costs of installing measures
CHALLENGES FACED
Our research shows that when thinking about the word 'environment' people mention a whole raft of concerns and issues. The Energy Saving Trust responded appropriately hence why our new advice centres (including the North West) offer 'one-stop shop' advice on saving energy, sustainable transport and micro generation and from 1st April 2008, water conservation and waste reduction in England and Wales.
LESSONS LEARNT & APPLICABILITY IN OTHER SITUATIONS
In response to the challenge laid down in the Government's Energy White Paper, the Energy Saving Trust began piloting a sustainable energy network approach in April 2005. Adopted in three regions Anglia, the North East and Northern Ireland, each with one Energy Saving Trust advice centre, the pilot aimed to demonstrate higher cost effective carbon savings on a much greater scale.
The key learning's from the evaluation of the pilot in 2006-2007 (before roll out of the network in the North West) were:
- While conversion to action rates were, by 05/06, relatively similar between the pilot centres (41% for the North East and 44% for both Northern Ireland and Anglia) there was a marked difference in the types of action taken by the customer. This resulted in significant variances in carbon saved per customer between the pilot centres. Going forward, the aim was to steer greater focus on the larger carbon savings with the new centres.
- The setting of customer contacts targets to drive mass consumer engagement needs to be carefullu considered alongside the remit to drive innovation.
- The strategic leadership role within the regions was not been fully established by the pilot centres. Learning from this, the Energy Saving Trust has dedicated resources to this function to drive regional engagement with the new centres.
- Using intelligence from the Energy Saving Trust's national information and marketing resources, new advice centres are taking a more focused approach to activity.
CONTACT DETAILS
Catherine Monaghan
North West Regional Manager
Energy Saving Trust
Email: Catherine.monaghan@est.org.uk
Tel: 07534286658
