eaga energy service is measured by quality, not quantity

May 20 2008 by Francesca Craggs, The Journal

SHADOW Environment Secretary Peter Ainsworth took time out from the Conservatives’ Tyneside Spring Conference recently to meet front-line staff at green support services provider eaga.

The MP for East Surrey was keen to see how energy efficiency schemes managed by eaga, such as Warm Front, are making home heating greener and more affordable for some of the most vulnerable in society.

Warm Front provides grants of up to £2,700 for insulation and heating to households on qualifying benefits. Since 2000 it has assisted more than 1.6 million homes.

The first point of contact for most of these households are the 270 staff based in eaga’s customer service centre in Gateshead – all of whom have undergone intensive training before qualifying with eaga graduation certificates. On average they handle between 25,000 and 32,000 calls each week.

Following an initial phone contact eaga can organise a home energy survey and where appropriate provide a range of heating, insulation and other energy efficiency improvements.

Mr Ainsworth said: “If we are serious about protecting the environment we must deliver solutions that reduce carbon emissions and at the same time address social issues such as fuel poverty.

“Energy efficiency must be accessible to all, and I was very impressed to see how passionate the call handling staff at eaga are at putting this into practice by reaching out to those most in need.”

John Clough, eaga plc chief executive, said: “This is not a normal customer service centre.

“We measure our people on quality rather than quantity and we are extremely proud of their professionalism, compassion and commitment to our customers. It’s all about being able to help people who may be living in cold, damp homes and being ready to respond to their needs immediately with their first call.”

Since 1990 eaga’s activities have helped make more than five million homes more energy efficient.

Homeowners, or those renting from private landlords, who are on qualifying benefits can apply for Warm Front grants of up to £2,700.

For more information contact 0800 316 6007 and quote MK858.