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Process Management - Phase 1

Summary Phase 1 Process:

  1. Identify Lead& qualify lead
  2. Book pre-visit with customer
  3. CompleteHome visit completed by RAd
  4. Complete reportReport & sendadvise delivered to customer

  1. DENTIFICATION 

     

1.
Retrofit
    Advisor
  • & Home Visit 

The RA'd is responsible for carrying out the home visit of the property and delivering the accompanying report and advise. An RA'd shall be a person qualified in accordance with the requirements set out in Qualifysection LEAD leads (e.g. eligibility tool, referrals, community events)XXXXX. 

Home Visit

Requirements 

  • CreateThe LEADfollowing caseaspects below regarding the property needs to be inspected during the home visit, alternatively the template in CRM/databasesection XXXXX systemcan be used. 

  • Add context into CRM (e.g. existing concerns, motivations) 

  1. PRE-VISIT (by RAd) 

  • Book in visit  

  • Explain purpose, structure and limitations of visit 

  • Pre visit preparation (EPC, Parity, Street view, etc...) 

  1. VISIT (by RAd)  

  • Visual ‘inspection’ of house from outside 

  • Check in, discussion of needs and intentions 

  • Walk-around assessing: 

    • Floors

    • Walls

    • Roof

    • Windows and doors

    • Heating / Hot water

    • Renewables

    • Damp

    • Ventilation 

In addition, the following needs to be covered with the customer during the home visit: 

  • Conclude visit with time for discussion including:

    • Observations

    • Issues 

    • Measures

    • Next steps

    • Funding options

  • Sign privacy statement 

  • Check-out  

  • Consolidate notes ASAP 

    Home

  1. Visit Report 

    The report will include information obtained during the home visit and provide the HO with advise regarding the current condition of their home and potential next steps for achieving their targets for their property. POST-VISITHas this been confirmed between like the Whole House Plan? (by RAd) 

  • Write up 1report 

  • 2

  • Outcomes and Referrals3 

  • 4

  • Send 5report 

  • Update CRM 

  • Update Reporting 

 

  • Any actions regarding learning & evaluation and customer feedback 

  1. WHOLE-HOUSE PLAN (optional) 

  • Assign a RAs to the client  

  • Arrange date for home assessment  

  • Full house energy assessment inc. questionnaire  

  • Full written report (with home energy performance + suggested measures) 

  • Follow-up call or visit to discuss questions and clarify report findings  

  • Advise on next steps if wants to go ahead with any suggested measure    

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