Energy Saving Advice Service

We are contracted by the Department of Energy and Climate Change (DECC) to run a telephone advice service offering impartial energy-saving advice to homes and businesses in England and Wales. We continue to run Home Energy Scotland.

The advice service signposts callers to a wide range of organisations that can help install energy-saving measures in their homes and reduce their fuel bills. It is also supporting the Green Deal and Energy Company Obligation (ECO) as these schemes develop.

The new telephone number for the service is 0300 123 1234. The advice provided is free, but calls are charged at the standard national rates.

Energy Saving Trust is contracted to DECC to deliver this service and has partnered with HGS, a contact centre outsourcing business with considerable public sector experience.

Advisers have access to a Lead Management System, whereby they can refer domestic customers onto the latest schemes designed to help manage their energy bills. In the future, the Lead Management System will be able to refer all customers onto Green Deal Assessors and Providers.

Advisers also have access to a knowledge base which is populated with around 800 questions and answers. This provides real time information for advisers to enhance the customer experience, with new questions being added as policies and guidance changes.