How to prepare to contact us for advice

Preparing to contact Home Energy Scotland

We see big call increases during the colder months, so if you’re thinking about getting in touch, we’ve put together a handy checklist of things to help you get ready and. Remember, these steps aren’t essential, but they can help you get the most out of your call.

• Use our Funding Finder – our free online tool will help you find out what funding and support is available in your area. It’s the best place to start if you’re looking to make home improvements but need help with the upfront costs. Read our Funding Finder guide to learn more.
• Complete a Home Energy Check – The Home Energy Check gives you a personalised report with suggested next steps to help you lower your energy bills and create a more comfortable home. Our advisors will go through the Home Energy Check with you, but you can save time by completing it now. Read our article about the Home Energy Check to learn more. 
• Have any benefits award letters or certificates to hand – if you receive benefits, check you know what they are and have your entitlement letter handy. 
• Find out if you have an Energy Performance Certificate (EPC) – if possible, find out if your home has an EPC by checking the Scottish EPC register. But don’t worry if you can’t, our advisors can check this for you.
• Use the Home Renewables Selector if you’re thinking of installing renewables – this handy online tool helps you to understand what renewable energy technologies, including low emissions heating such as heat pumps, might be suitable for your home. Our guide to renewable energy also gives you lots of information about whether low carbon technologies, including low emissions heating such as heat pumps, might be suitable for your home.

How to contact us

There are lots of different ways to contact us. You can get in touch via phone, email or WhatsApp. Our advisors are available Monday to Friday from 8am to 8pm, and on Saturday from 9am to 5pm.

If you choose to contact us by telephone, calls with our advisors typically last between 30 and 45 minutes, so make sure you’re comfortable and have plenty of time to chat.

You should also make sure you’re at home when you contact us. This will make things easier if the advisor has questions about your home - for example, to check what type of radiators or windows you have installed.

Our advisors will ask questions and chat through the various energy efficiency improvements that are suitable for you and your home, including low emission heating and home renewable energy systems. In some cases, we can provide a specialist home visit to your home to discuss your plans in more detail.

You might prefer to contact us over WhatsApp or email. This will allow you to get back to us at your own pace.