Must read paragraphs

Question 1

Who is HES and what do they do?

Answer 1

Home Energy Scotland is managed by the Energy Saving Trust and we are Scottish Government funded. We are free and impartial and we’d like to help you save money and help the environment. We will do this by looking at the way you use energy and water and how you get about.

Question 2

Data protection statement

Answer 2

Any information you give to me today will be treated in a careful and secure manner. This information may be shared with the Scottish Government, the UK Government and your Local Authority so they can improve housing quality. We may ask for your feedback on your experience of our services. Is that ok?

Question 3

If yes to data protection..

Answer 3

For further information about how we use your data, our privacy policy is on the Energy Saving Trust website.

Question 4

Red call opening

Answer 4

Good morning / afternoon / evening and welcome to Home Energy Scotland. You are speaking to xx today. Due to a high volume of calls all of our advisors are all
currently busy assisting other customers but what I can do is arrange for an advisor to call you back within 2 (or current agreed SLA time) working days. Can I take a few details to arrange this for you?

Question 5

RED call: reduced DP statement

Answer 5

With regards to your personal information I would like to inform you of our data protection policy:
We will only use the information you give us today to arrange a suitable call back, so that you receive a full and committed service. We will ask you to confirm these details when we call you back to confirm your identity.