What is Nest?

1. What is Nest? Something for everyone Holistic package of Advice, Support and Whole House assessment Complementary scheme to existing services Managed by British Gas with Energy Saving Trust as a material subcontractor 0808 808 2244

2. Fuel Poverty

3. Fuel Poverty: Introduction • What is Fuel Poverty? • Fuel poverty has 3 principle causes: • Low income • Fuel Costs • Energy Efficiency of the property • - Wall type • - Double Glazing • - Heating System

4. Fuel Poverty: Map

5. Fuel Poverty: Effects • Worry about fuel bills • Under heating homes • Heat one room • Increased illness • Interrupted sleep due to cold • Children missing school through illness • Condensation, dampness and mold • Dust mites • Deterioration of the property • Cold-related illnesses • Respiratory illnesses • Allergies • Stress and anxiety • Increased risk of heart attacks and strokes • Impaired quality of life • Social isolation

6. Nest

7. What is Nest? Something for everyone - Saving Money - Managing Money - Fuel Tariffs - Available Benefits Free Home Improvements through Whole House assessment Complementary scheme to existing services

8. Hard to reach, hard to treat homes To qualify for Whole House Assessment (WHA) through Nest, you must: Own or Privately Rent your home Claim Means Tested Benefit Living in anF orG rated property (SAP <39)

9. Means-tested Benefits Child Tax Credit where the household income is below £15,860 Council Tax Credit(excluding the single person occupancy reduction) Housing Benefit Income Based Job Seekers Allowance Income Related Employment and Support Allowance Income Support Pension Credit Working Tax Credit where the household income is below £15,860

11. Fuel Poverty • Feels cold • No visible sources of heat • Visible source of heat – not in use– why? • Moldgrowth • Paper is Peeling • Dampness andcondensation • 1 warm room; rest are cold

12. F or G Rated Homes No central heating, or very inefficient central heating (10+ year old boiler) Solid/Stone Walls Low levels of insulation Single glazed windows No further energy saving measures e.g. lightbulbs

13. Nest Support Improvements available for eligible households households include: New Central Heating systems Renewable Energy generation systems Solid Wall insulation Traditional insulation Energy Saving devices Aim – Lift property from F/G to a higher rating

14. Nest Customer Journey

15. Nest Customer Journey: Application Energy Saving Trust manages applications to Nest Tailored advice and support is provided directly and through partners as appropriate Households complete remote Home Energy Check to identify Whole House assessment eligibility

16. Home Energy Check (HEC) Remote Questionnaire to ascertain probable household EPC rating 37 questions in total – can take around 20 minutes on average Experienced advisors support householder through process and assume ‘worst case’ if information unknown

17. HEC - House What is the main wall type? Stone / Timber Frame / Insulated Cavity / Uninsulated Cavity / Solid Brick / Other How much loft insulation do you have? None / Up to 50mm (2”) / 100mm (4”) / 150mm (6”) / 200mm (8”) / 250mm (10”) / 250mm+ (10”+) How much of the property is double glazed? None / Some (25%) / Half (50%) / Most (75%) / All (100%)

18. Customer Journey: Installation British Gas assign Personal Customer Manager to householder Whole House Assessment confirms eligibility and recommends necessary improvements Works completed within 45 working days, subject to any dependent work e.g. Planning Permission, Gas Connection etc

19. Customer Journey: Aftercare Works inspected within 15 working days of install One year breakdown cover included Service Visit provided at first year anniversary

20. Working Together

21. Working Together Asks We need to reach the hard to reach households – so we rely on local knowledge and community support Tell us about what’s working and what the barriers are Engage with departments in the local authority Gives Dedicated Partner support for information and training Feedback – we will tell you the impact your organisation is having on Nest

22. Partner Support Outreach events Roadshows Day Centers Direct Mail Marketing Communications

23. Referrals

24. 2011-12 Year 1 • Key Stats: • Over 14,700 Households supported • Over 3,600 Households received a package of home energy improvements

25. 2011-12 Year 1

26. Referring to Nest Referral to Nest is a referral for a ‘call-back’ from Advisor, not direct referral into Scheme You can refer directly via telephoneor website Referral using our new portal system

27. Portal Update Enter your referral and we’ll call them back. Alternatively, call Nest on 0808 808 2244 and ask the advisor to link your customer to your organisation http://partnerportal.nestwales.org.uk • User name: • Password:

29. Client Progress The circles will be pink if the corresponding stage has been completed. You can see the activity undertaken on behalf of the customer

31. Key Information Nest Applications: Free phone 0808 808 2244 Nest Website: www.nestwales.org.uk Partner Support: sarah.evans@est.org.uk 02920 475972

32. Thank you for listeningAny Questions?