Energy Experts FAQ
What are the appointment times?
You can choose for your Energy Expert to arrive in the morning (8am to 12pm) or afternoon (12pm to 4pm). On the day, they'll get in touch to let you know the exact time they'll arrive during that slot. The appointment will last for up to 2 hours.
How do I change an appointment?
You can reschedule your appointment up to 2 working days before. Just follow the link in your booking confirmation email to change it.
If you need to change your booking within 48 hours of your appointment, please call us on 0333 034 1562 Monday to Friday, 9am to 5pm. Or email us on [email protected].
You might be charged if you change or cancel your booking less than 2 days before your appointment. This is because there isn’t enough time to offer the slot to another customer.
Who’s an Energy Expert?
Energy Experts are what we call our Domestic Energy Assessors (DEAs). They’re specially trained and licensed to visit homes to carry out energy assessments. During their visit, they’ll look around your home to get all the information they need to create your Home Health Report and Energy Performance Certificate (EPC).
What will the Energy Expert cover during my visit?
Our Energy Experts will work to understand how your home uses energy and find ways for you to make it more energy-efficient. During the visit, they’ll assess your home from top to bottom to create your personalised Home Health Report and Energy Performance Certificate (EPC).
You’re welcome to ask your Energy Expert about your home energy setup. They won't be able to fix things around your home or answer questions about your energy account – but they'll tell you who to speak to if you need any help.
If you've booked a solar survey with your Energy Expert appointment, they’ll complete this at the same time. And they’ll try to answer any solar and storage questions you have.
After the visit, you’ll get your personalised Home Health Report and EPC. You’ll find lots of information in there about the home upgrades that could help you save money and energy. We’re here to talk through our recommendations if you need more guidance – just give us a call on the number on your Home Health Report.
What do I need to have ready on the day?
There are a few documents that would be useful to see during your appointment. But don’t worry – we can still complete the survey if you can’t find them. They just help to give us a clearer picture so we can create a more accurate EPC score. And make sure we’re giving you the best advice. If possible, please have to hand:
● Documents showing any retrofitted insulation measures, like installation certificates for wall, floor, and roof insulation
● Building warranties and sign-off of works done by building control for home upgrades
● Documents about any primary or secondary heating systems
● Installation documents for any new windows or doors
● Installation documents for any solar PV, and your solar panel system’s kilowatt peak (kWp) ratings, which reflects its ability to generate electricity at it’s best, such as on a sunny day
● Receipts or certificates for any double glazing that’s been fitted
● Any information on how you heat your home will also be useful – like maintenance manuals, service details, and warranties
What’s an EPC (Energy Performance Certificate)?
An EPC rates the energy efficiency of your home on a scale of A (the most efficient) to G (the least efficient), and lasts for 10 years. If you want to sell or rent out your home, you’ll need to have an EPC. It has useful information about your home’s energy costs and CO2 emissions too.
What’s a Home Health Report?
It’s a personalised report you’ll get after your Energy Expert visit. It explains your home’s energy efficiency and the changes you could make to improve it.
Does the EPC take into account listed buildings or old stone-built properties?
The EPC doesn’t factor in the listed status of a home. But it does consider the fabrics, including the wall type, when making recommendations.
After my visit
Why does my report show sections as “assumed”?
If your Energy Expert couldn’t view or assess something on the day, they’ll mark that feature as “assumed”. This means the score will be based on the building regulations for the age of your home.
Why has my EPC gone down since my last report?
In some cases, you might get a lower EPC rating than you had before. There are a few reasons why this might have happened:
● Your home's energy efficiency might have gone down over time
● We might not have been able to confirm some energy efficiency measures during the visit, for example:
If the right paperwork wasn't available
If we’d have had to do some intrusive work on your home (like drilling holes in walls) to check for specific energy efficiency measures
Why is the impact to the environment rating different to the actual EPC?
This is down to the carbon emissions your home produces. Each home has a carbon footprint, which is affected by things like boiler age and rating, and the size of your home. Your Energy Expert will assess and rate this during their visit.
For example, if you have a detached home, it’ll cost more to heat up and run. If it’s mid-terrace, your neighbours’ homes will help keep the heat in. This means your home will use less fuel and less gas, and it’ll cost less to run.
Why does my Home Health Report say you’re not sure what the boiler flow temperature is when the Energy Expert checked my boiler?
This is because you’ll have an older style of boiler, which doesn’t have a dial to check the flow temperatures of the radiators. These conventional boilers only show the hot water flow temperature on the hot water cylinder. With newer combi boilers, you can check the flow temperature for both radiators and hot water.
Can I send evidence of improvements after the visit?
If your Energy Expert asks to see any documents confirming home energy improvements, they'll let you know. If you can’t find them on the day of your visit, they’ll hold off on submitting your EPC. You'll then have 5 days to supply these documents, or they'll have to submit the EPC with the evidence gathered on the day.
If you have any questions about the documents you need to submit, you can call or message your Energy Expert. They’ll be happy to talk you through it.