Introduction to the Warm Front £300 Heating Rebate Scheme (known as “The Rebate Scheme”).

Since 2001, the Warm Front Scheme has helped thousands of people on certain benefits to receive insulation and heating improvements. As of the 11th August 2006, more funds are available to people aged over 60 who are either homeowners or private tenants to make their homes warmer.

The rebate scheme is funded by DECC. Customers can benefit from a Warm Front £300 rebate on the costs of installing a central heating system. This offer is only valid for homeowners and private tenants who do not currently have a heating system in their home or if the existing heating system has broken down. The customer should not be in receipt of any benefit.

The rebate voucher is valid until the 31st March 2010 from the date shown on the voucher. If the homeowner or private tenant does not use the voucher before the expiry date, but they still want to benefit from the offer, they can make a new application however please note that funds are limited on a first come first served basis.

This offer is available from the 11th August 2006. Central heating systems fitted privately before this date will not be available for rebate.

Please refer to the “Scheme Description” and “Scheme Process Flowchart” for more details.

Introduction to the Code of Conduct

In order to achieve and maintain high standards of service, which take into account and meet the needs of all Customers, eaga has created this “Code of Conduct for Installers”. This document is designed to ensure the proper conduct and safe working of Installers under any Warm Front scheme. All Installers must encourage compliance by bringing this document to the attention of all their staff working on the Warm Front £300 Heating Rebate Scheme.

The code provides a series of practical steps for Installers, which eaga anticipates will be helpful in providing a quality service under the Rebate Scheme. eaga has prepared this Code with particular recognition of the needs of older people and people with disabilities, but expects Installers to extend the same level of care and courtesy to all Customers.

All installers must conduct themselves at all times in such a way as to avoid bringing the scheme, eaga and DECC into disrepute, as this may lead to removal from the Scheme.

As part of the Code of Conduct, eaga expects Installers to:

• Have full regard and sensitivity to, and awareness of, the needs, concerns and circumstances of all Customers
• Ensure that existing commitments are not affected by this scheme
• Adhere to this Code of Conduct

General Security

People who live alone or who feel themselves to be in any way vulnerable, have a high concern for personal security. Many customers will fall into this group.

In general, Installers who market themselves must do so strictly within the Code of Conduct.

Installers must carry out the works within the timescales agreed with the Customer.

Installers must always keep to the appointment unless the Customer informs them otherwise.

Representing Warm Front £300 Rebate Scheme

Installers may undertake to promote themselves locally by such methods as advertising, press releases and producing leaflets for general distribution. Any materials or marketing and promotion plans must not make mention of a contractual relationships with eaga or DECC. Installers must practice an awareness of individuals’ concerns for safety and security.

When calling on a Customer you must:

• Inform the Customer in advance that you will be calling in person or by telephone giving details of who (name) and the date and time (am/pm).
• Leaflet beforehand, providing the Customer with the details of any personnel or telephone call.
• Use leaflets.

eaga views all of the above very seriously and failure to comply will be considered as bringing the scheme into disrepute.

All Installer representatives who come into contact with Customers must show their organisation’s identity card to the Customer. Representatives should be trained to show their identity cards to Customers without being asked. The safety and protection of the Customer is paramount.

All identity cards should include the following:

• The organisation name and/or logo;
• A reference number for the representative (for example, their payroll number);
• The name of the representative and their signature;
• A colour photograph of the representative;
• A clearly visible contact telephone number for enquiries during the Installers operating times; and
• An expiry date.

In addition, a Braille strip with information may be added. Installer personnel will carry a ‘Letter of ID’ in large print. Identity cards should be sealed in plastic. All cards must be immediately recalled and destroyed upon the expiry date or when the representative leaves the organisation.

Installers must offer a password scheme for people who are nervous, visually impaired or uneasy about letting people into their homes.

The password is issued only to those staff who need to know e.g. those fitting work to the Customer’s home. They will quote the Customer’s individual password when they call. Passwords should change every visit to reduce the risk of bogus calls.

When initial contact is made, Installers must ensure that the Customer is immediately aware of:

• The identity of the Installer;
• The exact purpose of the call;
• The nature of what is being offered to them under Warm Front £300 Heating Rebate Scheme;
• What will happen next……

Installers must give clear and easily understood information about Warm Front £300 Heating Rebate Scheme and their organisation to the Customer, including an explanation of how the voucher will be processed. They must leave their name, address and telephone number so that the Customer knows who has called upon them e.g. in the form of a business card or leaflet.

Installers must not mislead the Customer in any way that is likely to prejudice their claim for a voucher.

Installers will only contact the customer between daylight hours.

When initial contact is made the Customer is immediately made aware of:

• The identity of the personnel
• The exact purpose of the call
• The nature of what is being offered to them and the main elements of the products and service (including guarantees).
• Which rooms or part of the home you will be working in, if anyone is in any of these rooms; asking the customer if they would like to accompany.
• What will happen next…….

Publicity

Installers may NOT use either eaga’s logo or DECC’s logo on their promotional or other material. All documentation produced by eaga and DECC is subject to copyright and may not be reproduced.

All vehicles used for visiting Customers should carry the organisation name and/or logo.

The Warm Front £300 Heating Rebate Work

Installers must inform Customers that eaga will NOT be physically inspecting the work that they have carried out.

• The Installer must be fully insured for the purposes of the installation and shall produce for inspection, if required, the appropriate certificates.
• The Installer should provide employees with protective clothing and equipment.
• The Installer shall ensure that protective clothing and equipment is maintained in good order and is used by employees.
• Installers should operate a no alcohol policy whilst carrying out Warm Front £300 Heating Rebate work.

Safety

Installers should ensure that safe working practices are maintained at all times.

• All Installers will work in accordance with all statutory health and safety requirements.
• The Installer will take steps that are reasonably practicable to ensure their health and safety and that of all persons affected or likely to be affected by the works completed.

For example:

• Ladders should be secured when in use
• Materials and equipment should be stored so that there is no risk to Customers
• Equipment should be regularly inspected for safety purposes
• Installers should not smoke in the Customer’s home without permission
• Installers should ensure the safe use of any materials hazardous to health during and on completion of the work, Installers should remove any waste arising from Warm Front £300 Heating Rebate activities together with equipment and materials
• No alcohol should be consumed in the Customer’s home.

Service Excellence & Customer Care

Service Excellence can be described as giving Customers a service that is better than they had expected. The Installer should aim to ensure that Customers who are awarded a Warm Front £300 Heating Rebate also receive:

• A service which exceeds all expectations
• A quality service carried out by professional and trained people
• A quick, efficient and clean job
• Treatment with respect
• Guaranteed appointments
• A confidential service
• An explanation of Warm Front £300 Heating Rebate and the work being done.

Many Installers will have developed their own internal Customer Care Policy however some of the general things to bear in mind are:

• Keep the details of Customers with particular requirements so that staff will be aware when visiting them
• Provide training for members of staff in meeting the needs of Customers

An Installers own Customer Care Policy must be consistent with eaga’s Values which are:

• We are a winning team
• We are customer focused
• We are dedicated to continuous improvement
• We have a sense of urgency
• We act responsibly
• We are professionals
• We embrace change and will maintain a sense of fun

Installers should issue the following guidance notes to all representatives who come into contact with their Customers.

Installers’ representatives should at all times:

• Be calm, courteous, and encouraging
• Ask the Customer for the best way to offer assistance
• Treat all Customers with courtesy and without over-familiarity
• Give people as much time as they need to read information.

Installers should use expressions that are sensitive to the Customer’s situation.

For example:

Practical Measures

General tips:

• Clearly identify yourself to your Customers; use a password scheme
• Do not move furniture or household items to different positions - put them back in their exact place. People who are visually impaired rely on remembering where objects are placed
• Do not leave tools or equipment lying around - tell the Customer where they are
• Tell the Customer where you are and what you are doing
• Offer an arm for guidance only if appropriate or requested
• Tell the Customer when you have finished and are about to leave
• Allow the Customer time to answer the door and/or the telephone.

For Customers who are hearing impaired:

• Ask the Customer how much they can hear and how they prefer to communicate (preferably before entering the home)
• Do not shout - write information down instead
• Even if the Customer has an interpreter present, speak directly to the Customer
• If it is necessary to attract the Customer’s attention, give a light touch on the shoulder or wave of your hand
• Many Customers may lip read - speak slowly and clearly, and do not cover your mouth, e.g. with a clipboard.

For Customers with restricted mobility and wheelchair users:

• Avoid touching a Customer’s wheelchair under any circumstances unless expressly asked to do so by the Customer
• Talk directly to the Customer and not to their companion; e.g. by placing yourself at eye level of a wheelchair user.

For Customers who are older:

• Many older Customers will appreciate some of the measures already described
• Remember that older people may take time to grasp a concept. Make sure your explanations are clear and straightforward - do not use unnecessary jargon. Write things down if this helps.