What we've been working on: Scrutiny Panel
Green Homes Grant Programme review
The Green Homes Grant was a Government funded scheme aimed at delivering energy saving measures in some of the lowest energy rated properties in the Borough.
The scheme ran from May 2021 to autumn 2022 and delivered improvements to 246 homes.
A number of challenges were encountered in delivering the programme. In particular, meeting complex scheme criteria and requirements which were also altered during the course of the scheme by the Department for Business, Energy and Industrial strategy [BEIS].
South Tyneside Homes has learned lessons from delivering the scheme, and the Scrutiny Panel were keen to undertake a review to make sure that the customer experience contributed to this learning.
The review
The Panel began work on the review in January 2023.
The Scrutiny Panel recognise that delivering energy saving measures to 246 customers homes has been a positive outcome, particularly given the significant challenges faced in delivering the scheme.
These challenges were in relation to complex scheme management requirements and changes to processes and eligibility that delayed progress and led to frustration amongst customers as well as scheme managers.
During the course of carrying out this review the Scrutiny Panel captured extensive customer feedback, and many customers said they had been kept informed about the work that was to be carried out (78% of survey respondents).
Two-thirds of survey respondents said the way that work was carried out was very good, however there was a significant amount of customer feedback that indicated that there were problems.
This included problems with the way customers were kept informed and with the way that work was carried out, resulting in delays and mess, as well as frustrations with the requirement for multiple surveys and mixed messages over the measures they would receive.
This report made 15 recommendations for improvement that have been agreed for implementation.