REWIND - the problem we wanted to fix

No clear ownership

No understood definition

Lot of valuable but disconnected activity

No partnerships in place

No training or awareness for colleagues

Asset focused rather than person focused investment

Repeat visits with no escalation

THE OUTCOMES WE ANTICIPATED

A clearer ‘Bromford offer’ around Fuel Poverty

A flexible offer rather than a one size fits all approach.

Some tech tests - with a resourcing plan for what scaling up would look like.

Knowing who are the very best partnerships we should be connecting with.

A legacy for our findings with an appropriate resource plan.

Right Conversation

Right Colleague Targeted Communications

Diagnostic and supportive technology Flexible

investment and escalated

decision making

Effective Partnerships

Coaching Toolkit

WELL OUR TEST HAS BEEN FRAUGHT

WITH OBSTACLES

WHICH IS A GOOD THING

BECAUSE BY FINDING AND RESOLVING THESE ISSUES, WE HAVE A MORE RESILIENT

MODEL TO CONSIDER PILOTING - WITH A WHOLE LOT OF RECOMMENDATIONS...

Conclude Testing

19/08 - though this

may* be bought

forwards

ENGINEER

STARTING

Final Evaluation

23/08 *may be brought

forward

Pilot

TBC& dependent

on recommendati

ons in evaluation

A THERMOSTATTHAT SAVES

CUSTOMER’S MONEY

AND GIVES US MEANINGFUL

DATATEST = KNOWLEDGE &

UNDERSTANDING

First two installs

23/06d

‘Faults’ period

23/06 - 07/07d

Full install

07/07 - 21/07d

Monthly Evaluation

sData/

Systems/Alerts & Actions

Quarterly Evaluation

sCustomer sentiment/

affordability/ Data

Complete Test

08/2017d

CAN WE DEPLOY IT?

WHO TO TARGET?

etc..

THREETIERE

DRESPONSE

DAMP &CONDENSA

TION

CLEAR ESCALATION FROM SURVEYOR TO PLANNED

TEAMS BASED ON COST OF REMEDIAL ACTIONS.

SURVEYORS WILL ‘BUILD THE CASE’, USING A

RANGE OF MEASURING EQUIPMENT

CSC DIAGNOSE POTENTIAL LIFESTYLE

FACTORS, AND GIVE ADVICE

‘PLANNED’ INVESTIGATE

FURTHER ACTIONS BASED ON

SURVEYOR’S RECOMMENDATION

S

STOPS USING CUSTOMER’S ‘LIFESTYLE’ AS A SCAPEGOAT -

INSTEAD LOOKING AT PRACTICAL STEPS

FOCUSES ON SPECIFIC CAUSES IMPACTING VENTILATION, HEATING AND INSULATION

HEAT MAPS CALLS/COMPLAINTS TO

IDENTIFY AREAS FOR PROACTIVE INVESTMENT

Our Warmth Champions

NetworkVirtual forum hosted by hangout every three months

Each meeting 30 minutes - action and best practice focused

Sponsored by Russ Fowler

First meeting chaired by Vicky Green then revolves through members

Subject to three month action plan and yearly impact evaluation

Localities Existing HomesInvestment

Communications Home Maintenance

(inc Fuel Safety) National Energy Action

Insight and Innovation

Procurement

Western Power