Energy Saving Trust delivers high quality, customer-focused, energy advice services at a national and local level for a range of clients, including government and the private sector.
Our services provide impartial, expert, personally tailored advice to more than 100,000 households a year, of all demographics, to help them reduce their carbon emissions, cut their fuel bills and improve their comfort levels.
The information we provide includes advice on energy efficiency, affordable warmth, renewables, sustainable transport and water efficiency covering both measures and behaviours. We deliver advice by phone, email and face to face at events including community group meetings, as well as in outreach situations such as in hospitals and in the home.
Customer satisfaction with our largest service, Home Energy Scotland, was 97% in 2020-21 and our Net Promoter Score (NPS) is 69, which is considered ‘excellent’. The Welsh Government Nest scheme, managed by British Gas with the phone line delivered by Energy Saving Trust, has a customer satisfaction of 92% and an NPS of 61, which is also considered ‘excellent’.
Energy Saving Trust is also accredited to CCA Global Standard©, a globally recognised framework that assesses the reliability and effectiveness of customer service operations.
Commercially, we support energy suppliers and others to provide energy efficiency advice to their customers – ensuring our energy saving message reaches the widest possible audience.