Follow the link on www.tradepoint/services/energy-saving-service to book an appointment at a time that suits you.

We will be in touch with you on the phone number provided at the time the appointment is made. If this is with your customer, we will contact them directly.  We will email with all the detail ahead of your energy assessment appointment.  

• You’ll need to provide the address for the property. This will be used to gather a range of data on the property. We’ll then review this at the appointment to make sure it’s the most up-to-date information.
• If the property address isn’t available within the database, we’ll go through each question with yourself or the customer.
• We will ask a series of questions about the occupancy of the property, including the number of occupants and average temperature of the heating system.
• Our service, Powered by EST, collates the data, and creates a personalised action plan, with a range of recommendations to support you or your customer on how to help improve the energy efficiency of the property.
• We’ll review the action plan with you or your customer over the phone and make sure they are comfortable with the information before sending  a copy straight after the call. We can tailor the plan based on energy goals or budget.
• Following the assessment, we’ll be able to help with the next steps, including referring you to one of our chosen partners.

We’ve also created an Energy Saving Service step-by-step video which can be found on https://www.diy.com/services/energy-saving-service

There are two types of appointment during the Energy Saving Service.

• Energy Review – This is an up to 45-minute appointment to carry out a home energy assessment
• Follow up – This is a 15-minute appointment to allow you to discuss your next steps and action any referrals to our partners should you need some time to consider your options after the initial review.

When booking the appointment you’ll need to provide the full name, email address and contact number of the householder. We will then also ask for the home address during the appointment.

No problem, follow the link within your booking confirmation email to amend your booking.

Energy Saving Trust is an independent organisation dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. Their aim is to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.

They empower householders to make better choices, deliver transformative programmes for governments and support businesses with strategy, research and assurance – enabling everyone to play their part in building a sustainable future.

I haven’t received an email as per the guidance, what should I do?

Although most emails arrive immediately, some may take up to 24 hours. We also recommend customers check their junk folders.

Can I speak with someone to book an appointment?

The quickest and easiest way for you to book an appointment is via diy.com/energy-saving-service, clicking on ‘Book my appointment’ and following the steps outlined. This way provides you with a view of the available appointments and allows you to select the most suitable.

Can I have an in-store appointment instead of over the phone?

The service is only available via phone appointments.

If I have a question regarding the service, do I go to TradePoint or the partner?

If you have not yet been referred to a partner or have completed your referral please direct your question to TradePoint via the email address provided within your action plan. If your referral is currently in progress, please contact the partner in the first instance, contact information is included on the next steps document shared via email with you.

Can I just buy the products from you?

Yes of course – however TradePoint don’t stock all the products that may be recommended (for example – Boilers). We have teamed up with a range of partners to provide support for all projects. Following your assessment we will issue you your personalised action plan. Within this we will highlight where a TradePoint product is available to support your project. We can help you in store or at TradePoint.com with purchases.

Can you help me choose what product to buy?

We’ll have a range of options available to support your project if you decide to proceed yourself – but we always recommend you research all the options available at TradePoint.com or in-store. 

Can I get finance on the service?

All our partners have finance offerings available. These finance offers will be directly between the partner and yourself, make sure to ask them for the details following your referral.

Does this service connect with any government grant schemes or ECO 4 and are you able to tell me what grants I’m entitled to?

We are unable to advise if any customer is eligible for grants or funding and can only recommend you seek advice to find out if any funding is available to you by speaking to a qualified installer, one of our chosen partners, your local council, or your energy supplier. A good place to start is Find energy grants for your home (Help to Heat) - GOV.UK (www.gov.uk).

Does this service guarantee I’ll save money on my energy bills?

We cannot guarantee that you will save money. Although the measures we recommend for your home have the potential to save you money and reduce carbon emissions, our estimates of potential savings may be lower or higher than what you might be able to achieve. There is therefore a risk that you could be financially or environmentally worse off depending on whether the measures we have recommended are suitable to your home, whether installation has been carried out correctly, your energy usage and energy prices.

I can’t afford all the options, what’s the one thing that will make the biggest difference to my bills?

Following your assessment and creation of your action plan, we are able to filter your recommendations based on budget or energy saving you are looking to achieve. If filtering on budget, this will provide the measures that will potentially benefit your home’s energy efficiency the most.

I don’t own my home, what can I do?

The service is open to all customers; however we appreciate that some customers may not be able to implement a number of the potential recommendations for your property without the appropriate permissions. We recommend discussing this position with your landlord or the appropriate service where applicable.

I’m a landlord, what do I need to do?

The service is open to all customers, as a landlord you are able to progress with the energy assessment to determine what may benefit your rented property.

Do you work with my energy company?

The TradePoint Energy Saving Service is not currently working with any energy company. The service does not ask who your energy provider is as this does not alter the recommendations that will be provided.

Do your quoted returns reflect the latest energy prices? The service is powered by Energy Saving Trust and they work to ensure the energy prices used are the most up to date, however the unit prices quoted in your action plan may not reflect the amount you pay as these prices frequently change.

What happens if my EPC doesn’t improve, or my energy bills go up?

Although the measures we recommend for your home have the potential to improve your EPC rating and reduce your energy bills, we cannot guarantee that this will be the case. There is therefore a risk that your EPC rating or energy bills may not improve if the measures we recommend are carried out at your home.

What happens if I move home?

If you move home during the assessment process please book a new appointment if you wish to action the assessment for your new home.

I don’t know what insulation I currently have, what can I do?

As part of the assessment we will ask to confirm your insulation. The tool will provide a view as to what is expected to be installed within your property. If you don’t know, we’re able to move on from this question, however it may affect the recommendations made within the plan. If you decide to be referred to our insulation partner, they will complete a no-obligation survey of your home to confirm the right insulation for your home.

My loft is full of stuff, can I still insulate it?

Yes. However, you will need to remove the items before the insulation can be installed.

Do you offer advice on heat pumps?

Yes, if it is recommended that your home would benefit from a heat pump, guidance will be provided within your action plan. B&Q don’t currently have a partner for this recommendation; however we are working hard to grow our network of partners.

If I have an issue with a product after installation, do I go to TradePoint or the partner?

Please direct your query to the partner that your agreement is within the first instance, they will be on hand to support answering your questions. The contact information for the partner is included on the next steps document shared via email with you.

Is this action plan the same as an Energy Performance Certificate?

No, the action plan is not an Energy Performance Certificate (EPC).

I don’t want to proceed any further in the Energy Saving Service, how do I notify you of this?

If you’d like to discontinue with the service, you can do this at any time by clicking the link within the email to advise you don’t wish to proceed any further.

What is an EPC rating?

An EPC is an Energy Performance Certificate – this is a legal document that provides an Energy Efficiency rating for a property. An EPC is needed when a property is marketed for sale or rental and is valid for 10 years, but it is recommended to update when major property changes are actioned.

How do I get an EPC rating?

An EPC can only be completed by an accredited assessor. They’ll assess your property and produce your certificate.

Can you help change my energy supplier or offer advice on the best energy tariff for me to be on?

Unfortunately this is not something we are able to help with. We recommend starting by reviewing the Energy Saving Trust’s information at Switching your energy supplier - Energy Saving Trust.