Forum Brief: Energy Efficiency

Energy companies should do more to encourage their customers to benefit from energy efficiency, according to new research unveiled by energy regulator, Ofgem.

The research involved "mystery shoppers" calling energy companies to test whether call handlers could recognise the customers' need for energy efficiency advice, and the quality of the advice given.

The report found that all the companies could do more to help customers. London/SWEB and Northern did better than the other companies in providing energy efficiency advice.

Forum Response: Ofgem

John Neilson, managing director of Customers and Supply at Ofgem, told ePolitix.com: "Energy efficiency has a very important role to play in both the fight against fuel poverty and the Government's climate change programme.

"Energy companies have a duty under their licence to provide their customers with energy efficiency advice. This research shows the variations in the quality of advice currently provided, and that all companies could do better not only in providing quality efficiency information, but also in recognising those fuel poor and vulnerable customers that need help. We shall be looking for improvements over the coming months."

Forum Response: London Electricity

Keith Marsh, energy and environment manager at LE Group, told ePolitix.com: "Whilst we are delighted to be judged the best in the field, we shouldn't take this news as meaning we've arrived in terms of energy efficiency. The Ofgem report makes it very clear that there is still room for improvement right across the industry.

"Energy efficiency has long been a priority of ours and we look forward to working further with Ofgem and others to improve our performance stillfurther. We are also very enthusiastic about the work we carry out in our Energy Commitment Programme.

"Since 1994 our supply business, operating under the London Electricity and SWEB brands, has supplied 2.04 million low energy lamps, insulated 35,600homes, provided 58,100 energy saving household appliances, amongst a range of other measures. The combined contribution has been 1,904 GWh of energy savings.

"Our newly published energy efficiency annual report "Energy for Everyone" covering the year 2001-2002 describes the activity in more detail and isavailable from today.

Forum Response: Innogy

A spokesman for Innogy told ePolitix.com: "Energy efficiency is a vital issue, but one that fails to excite many homeowners. Most people don't realise that the average house pollutes the environment more than a family car.

"Innogy's parent company, Npower, provides an advice line and, taking things a step further, home visits to assess people's energy efficiency but we do much more than that. We believe it's our responsibility as a market leader to go beyond our government obligations."