We want to hear from you! This year, we’ve partnered with Researchcraft to gather your insights on the performance of REC services. The brief survey (just 10-15 minutes) covers key areas, including the REC Code Manager, Enquiry Services, Energy Theft Tip-Off Service (ETTOS), Green Deal Database, and Metering service.
Take the survey now using this link
Who are Researchcraft?
Our survey partner, Researchcraft, is an independent market research company that manages this survey on behalf of RECCo. Together with their trusted partner, QRS, Researchcraft ensures your feedback is gathered securely and confidentially. Both companies adhere to the Market Research Society’s Code of Conduct, ensuring the highest standards in survey management. Researchcraft may also contact you by phone to help boost survey participation.
You can review their privacy policy here.
Why participate?
Your input is vital in shaping the future of our services. By participating, you’re directly influencing our improvements, enabling us to deliver even better, more efficient services.
Past feedback has had a significant impact on our work this year. Last November, over 700 stakeholders were invited to participate in the survey, and we received 68 responses—an increase from the previous year. Your feedback, which we published in April 2024, led to the following significant improvements:
- Enquiry Services: You told us that latency issues with the Gas Enquiry Service (GES) were a concern. In October 2024, the GES was moved to a new, more advanced platform, saving stakeholders over £1m annually and improving its response times, system stability, and overall resilience.
- The REC Change Process: Your feedback indicated that the process was too slow and lacked sufficient opportunities for input. We’ve implemented key changes to address these concerns, making the process more efficient and inclusive.
- The REC Code Manager: Improving the Code Manager’s digital services was identified as a top priority. We’ve decided to re-procure the digital solutions supporting the Code Manager to improve usability and simplify the process. Feedback in this area has also led to our user experience project, which has improved our digital platforms in the short term through enhanced portal navigation, improvements to the code schedule, a refined market entry process, and enhancements to ‘ERIN,’ the Code Manager’s AI tool.
- Performance Assurance: You asked for more transparent communication, educational resources, and user-friendly service. We’re working closely with the Code Manager to implement these improvements.
Help us do even more in 2025
Your feedback has driven meaningful change, and we’re committed to building on this momentum. By participating in this year’s survey, you’re helping us ensure our services continue to evolve to meet your expectations.
Take the survey
Take the survey now using this link.
