How to Improve Effectiveness of Renewable Space Heating Programs by Better Understanding Homeowner—Installer Interactions
Abstract
:1. Introduction
2. Current State of Knowledge about Homeowners in the Context of Renewable Heating Systems Adoption
2.1. Homeowner Awareness and Willingness to Install a Renewable Heating System
2.2. Information Sources Used by Homeowners
2.3. Factors Influencing the Choice of a Heating System
2.4. Knowledge about Post-Installation Period
3. Method and Data
3.1. Case Study
3.2. Method
4. Results
4.1. Participant Profiles
4.2. Choice of Heating System Type and Installer
4.3. Feedback on Heat Pump Installation and Use
4.4. Participation in Renewable Heating Program
4.5. Additional Information
5. Discussion
5.1. Which Information Sources Do Homeowners Use When Choosing an Installer?
5.2. Which Factors Impact the Choice of Installers?
5.3. How Do Interactions with Installers Impact Homeowner Satisfaction with the Choice of Renewable Heating System?
5.4. How Could Installers Be Included in Renewable Heating Programs with the Objective of Increasing Renewable Heating Technology Uptake?
5.5. Evaluation of Results
6. Conclusions and Recommendations
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
Abbreviations
Appendix A
Checking the Information Available | |
1 | Type of heating system using renewable energy |
2 | Year and month of installation |
3 | Time period of construction of the house |
4 | Type of previous heating system |
5 | Postal code of the house |
Heating System and Installer | |
6 | Why did you decide to change your heating system? |
7 | How did you choose your new heating system? |
7.1 | How did you go about it? |
7.2 | Where did you look for information about your new heating system? E.g., looking in brochures/internet/newspapers, asking friends who had changed heating systems, asking companies, etc. |
7.3 | Which source of information was most/least useful? |
8 | Why did you choose this type of heating system (heat pump vs. gas or oil boiler)? |
8.1 | What were the criteria for choice? For example: energy price, environmental impact of the heating system, advanced technology, etc. |
8.2 | Was sufficient information available? |
8.3 | Did you have to ask friends or professionals? |
9 | How did you choose your installer? |
9.1 | Was this installer recommended to you? By whom? |
9.2 | What role did the installer play in your choice of heating system (heat pump instead of gas or oil boiler)? |
10 | Once the heating system was installed, how did the installer explain the operation of your heating system? |
10.1 | What did you particularly like about it? |
10.2 | What did you like less? |
10.3 | Was the information available sufficient? Did you look for information elsewhere? |
10.4 | Are you satisfied with your installer? |
11 | Do you feel at ease using your heating system? |
11.1 | If you have any questions, whom can you contact? |
11.2 | What do you particularly like about your heating system? |
11.3 | What do you like less? |
12 | Have you estimated how your expenses on heating have changed since the installation of your new heating system? |
12.1 | What do you think about this change? Are you satisfied? |
12.2 | If you have any questions, whom can you contact? |
13 | Overall, are you satisfied with your new heating system? |
13.1 | Why or why not? |
13.2 | If you could improve a few things what would you do? |
13.3 | Have you spoken to your friends about this new heating system? |
“Renewable Heat” Program (“Chaleur renouvelable” Program) | |
14 | How did you learn about the Renewable Heat Program (“Chaleur renouvelable” program)? |
14.1 | Was it the installer who suggested to request subsidies or was it yourself? |
14.2 | Where did you find the information? |
14.3 | Who told you about it? |
15 | What do you remember from this program? |
15.1 | Was the information clear? E.g., the conditions for participation, the administrative procedures to be followed, the deadlines, the amount of the subsidy, etc. |
15.2 | Did you do the paperwork or did the installer take care of it? |
15.3 | What did you find particularly interesting about the information you received? |
15.4 | Do you have any suggestions for improvement? |
16 | Which of the advantages of replacing your boiler with the “Renewable Heat” program (“Chaleur renouvelable” program) were you most interested in? |
16.1 | What did you particularly like about the program? |
16.2 | Which of the advantages did you find most important (subsidies, heating contractor approved by SIG)? Why or why not? |
17 | If you had not obtained the subsidy from the “Renewable Heat” program (“Chaleur renouvelable” program), would you have installed this type of heating system? |
17.1 | Why or why not? How important was the program for the choice of the type of heating system? |
18 | How did you finance the part of the costs of your new heating system that was not covered by the subsidy? |
18.1 | For example, through savings or borrowing? |
18.2 | By other types of support: cantonal subsidies from the Cantonal Energy Office/tax deductions/energy advice from the Cantonal Energy Office/other financial incentives/other non-financial support. |
Additional Questions (if you Have Time) | |
19 | Have you taken any other energy efficiency measures besides installing your new heating system? E.g., Change in windows, roof insulation, wall insulation, energy audit, energy advice from the cantonal energy office. |
19.1 | Did you make any other changes before or after replacing your heating system? |
19.2 | When you made these changes, did you also apply for subsidies from the canton, SIG or another party? And did you receive them? |
19.3 | Do you have any plans to do so in the future? Will you apply for other types of support (subsidies, etc.)? |
20 | Do you or anyone in your household monitor your energy and water consumption in your home? E.g., Electricity, Heating, Water. |
20.1 | Why? |
21 | There are currently various proposals for billing energy. Some propose to finance the development of renewable energies and others to compensate for CO2 emissions through a supplement included in the tariff. Do you prefer the most economical or the most ecological rate? |
21.1 | Why or why not? |
SIG Data | |
22 | What is the electricity tariff you currently have? |
a | Initial |
b | Vitale Blue |
c | Offre Découverte (translated: “Discovery Offer”) |
d | Offre Horizon (translated: “Horizon Offer”) |
e | Vitale Vert |
f | I don’t know |
Socio-Economic Data | |
23 | How many people are living in your household? |
24 | What is your age group? What is your age group and that of the other members of your household? |
25 | Which category best describes your work situation? As well as that of the other members of the household? |
a | Employed full-time |
b | Employed part-time |
c | Self-employed |
d | Unemployed |
e | Retired |
f | Student |
g | House wife/husband |
h | I prefer not to say |
i | Other. |
26 | In which professional field do you work or have you worked? And the other members of your household? |
Appendix B
Interview Number | Heating Before | Heap Pump Installed | Installer ID | Installer Partnership Status | Year of Heap Pump Installation | Year of Building Construction | Household Size | Description | Professional Situation | Professional Field |
---|---|---|---|---|---|---|---|---|---|---|
1 | Electricity | Ground-source | A | Excluded | 2014 | 1986–1990 | 2 | Couple, both 60 years old | Husband entrepreneur, wife retired | Husband humanitarian and engineering, wife humanitarian |
2 | New construction | Air-to-water | B | Non-partner | 2008 | 2008 | 3 | Female 66 years old, her daughter 29 years old and son 38 years old. | Mother retired, daughter and son employed | Mother tailoring and commerce, daughter social work; son security |
3 | Electricity | Air-to-water | C | Partner | 2014 | 1967 | 2 | Couple, both 80 years old. | Retired | Husband electrical engineering, wife housekeeping |
4 | Heating oil | Air-to-water | D | Non-partner | 2015 | 1981–1985 | 1 | Male > 80 years old. | Retired | Engineering |
5 | Heating oil | Air-to-water | A | Excluded | 2013 | 1946–1960 | 1 | Male 70–80 years old. | Retired | Industrial economy |
6 | Electricity | Air-to-water | E | Non-partner | 2013 | 1988 | 1 | Female 68 years old. | Retired | Reception |
7 | Electricity | Air-to-water | E | Non-partner | 2015 | 1988 | 1 | Female 85 years old. | Retired | Public relations |
8 | Natural gas | Air-to-water | F | Partner | 2014 | 1986–1990 | 5 | Couple 50 and 43 years old, with children 6, 10 and 11 years old. | Husband employed, wife housewife | Husband banking, wife housekeeping |
9 | Heating oil | Air-to-water | G | Partner | 2014 | 1961–1970 | 3 | Couple both 65 years old, their daughter 30 years old. | Husband and wife retired, daughter employed | Husband entrepreneurial, wife science, daughter law |
10 | Electricity | Ground-source | H | Partner | 2016 | 1981–1985 | 2 | Couple 63 and 68 years old. | Husband retired, wife employed | Husband education (math and physics), wife informatics |
11 | Heating oil | Air-to-water | I | Partner | 2016 | 1975 | 3 | Couple 60–70 years old, their son 29 years old. | Husband and wife retired, son employed | Husband insurance math, wife informatics, son statistics |
12 | Heating oil | Air-to-water | I | Partner | 2014 | 1974–1975 | 2 | Couple, both 77 years old. | Retired | Family business (climatization and ventilation) |
13 | Heating oil | Air-to-water | A | Excluded | 2014 | 1961–1970 | 1 | Female 79 y.o. | Retired | Secretariat |
14 | Heating oil | Air-to-water | A | Excluded | 2014 | 1996–2000 | 4 | Couple 58 and 54 years old, their daughters 20 and 23 years old. | Husband and wife employed, daughters students | Husband and wife education, daughters studying |
15 | Natural gas | Ground-source | J | Partner | 2015 | 1991–1995 | 2 | Couple 75 and 64 years old. | Retired | Husband insurance, wife secretariat |
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Parameter | Values |
---|---|
Heat pumps installed | Air source (12), Ground source (3) |
Year of installation | 2008 (1), 2013 (2), 2014 (7), 2015 (3), 2016 (2) |
Installers | Partners (6), previously excluded from partnership (1), non-partners (3) |
Heating agent before | Heating oil (7), electricity (5), natural gas (2), new construction (1) |
Building construction period | 1950s (1), 1960s (3), 1970s (2), 1980s (6), 1990s (2), 2000s (1) |
Size of the households | 1 person (5), 2 persons (5), 3 persons (3), 4 persons (1), 5 persons (1) |
Age of household members | 0–18 years old (3), 19–30 years old (5), 31–45 years old (2), 46–65 years old (9), 66 + years old (14) |
Professional situation | Retired (17), employed (8), entrepreneur (2), house wife/husband (1), students living with parents (5) |
Professional fields | Engineering and related occupations (5), education (3), secretariat (3), housekeeping (3), informatics (2), insurance (2), humanitarian services (1), social work (1), public relations (1), banking (1), law (1), science (1), other occupation (3), not specified (1), students (5) |
Category | Reason | Quotes |
---|---|---|
Necessity | The old boiler had to be replaced | “My heating system broke down, I couldn’t fix it anymore. I couldn’t do anything else. I didn’t have a choice.” (6) |
“I had to do a check of the (heating oil) tank and it turned out that it would have cost me a lot to make it compliant with the new standards. A double-walled tank would have been necessary. The boiler had to be changed, too. I knew that a lot of work would be required to bring my heating system up to (the new) standards.” (5) | ||
Possible change of legislation | “The change in law that bans heating with electricity (direct electric heating) pushed me to change.” (1) | |
Voluntary choice | Economic reasons | “My husband liked it and he thought it was more ecological.” (11) |
Comfort | “My former heating system was too energy-consuming, and it did not correspond anymore with my principles.” (10) | |
Environmental intentions | ||
Other | New construction | “Firstly, we were contacted by people from Meyrin (installers from Meyrin municipality in Geneva) who then came to explain us the system.” (11) |
Convinced by the installer |
Category | Options | Quotes |
---|---|---|
Heating system type chosen | From the beginning | “I know about the heat pump technology since 1946, so there is enough experience by now. From my perspective, it should nowadays be the standard.” (3) |
After consideration of different technological options | “I chose the heat pump by exclusion.” (5) | |
Information sources used to choose a heating system type | Social circles | “We asked our friends and neighbours, because many of them in our road installed heat pumps. We also looked at the website of SIG (utility operating Chaleur renouvelable program) that provides a lot of information.” (1) |
Utility renewable heating program | ||
Media sources | “We received a letter from SIG regarding renewable energies.” (13) | |
Installers | ||
Own expertise | “I also looked for the information on the internet. There is a lot of information.” (5) | |
Thematic events |
Category | Options |
---|---|
Factors influencing choice of heating system type | Advice and experience of friends, neighbors, family members Advice of installer or another contractor Advertisement by utility and from other sources Economic and/or environmental reasoning Interest and expertise in technology Subsidies By exclusion Comfort |
Decision-making constraints | Limited time for installation Difficulty in making economic evaluation |
Category | Options | Quotes |
---|---|---|
Information sources to choose installer | Renewable heating program run by utility -> list of partners | “We received a letter from SIG regarding renewable energies. There was a list of installers they recommended.” (13) |
Advice by a member of social circles, constructor or known installer | “One friend made excellent experience with an installer, and I received a letter from SIG. I called them (SIG) to know whether the company (the installer) was approved (was a partner of Chaleur renouvelable program). I didn’t search anywhere else.” (7) | |
Website and flyers provided by installer | ||
Contacted by installer (by phone) | “It’s simple, it’s him who contacted me… He called me on the phone.” (4) | |
Steps in choosing the installer | Homeowners contact 1 -> n installer(s) | “Thanks to a friend. The installer works still in a workshop and he is very committed. These are professionals who know what they do. I trusted as he was the best.” (7) |
Installer(s) come(s) to the house | ||
Homeowners receive offer(s) from installer(s) | ||
Homeowners visit other houses to see heating systems implemented by installer | ||
Factors influencing the choice of installer | Partner of renewable heating program | “The name was cited by SIG. I went there… (to the installer) and discussed with the head… We quickly started a technical discussion and I appreciated our exchange.” (3) |
Advice by a member of social circles | ||
Least expensive offer | “We called three installers and chose the most advantageous offer after having consulted a member of our family.” (8) | |
One company doing all jobs | “We contacted three companies from the list to find out whether they would be ready to make us an offer. We wanted to have one company taking care of everything. We didn’t want to fall between two chairs with two companies. In case we would have a problem, we didn’t want them to send us from one to another.” (1) | |
Free offer | ||
Proximity | “We chose those who were the closest (geographically) to us.” (13) | |
Installer known already before | “I contacted the installers and had a look at heating systems previously installed by the installers in other houses. The owner of the system told me that he was generally satisfied. It was a neighbour.” (5) | |
Perceived qualities of installer (convincing, craftmanship) | ||
Heat pump model proposed |
Satisfied Homeowners | ||
Feedback on | Opinions | Quotes |
Installers | Competent installer, good explanations, high quality of after-sale services, speed of installation. | “I am very satisfied. I liked everything. If I have a problem, I call my installer. He explains everything to me by phone. Everything is simple.” (2) |
“They (installers) are serious about their work and they are competent.” (7) | ||
Heat pumps | Easy setting, saves space, more environmentally friendly, absence of fire and smoke. | “It is very simple. It requires to turn one button in autumn and turn one button in the spring. Apart from that, I do not have to take care of it.” (3) |
“The setting is easy, and my installer is always available to answer (the questions). SIG provided complementary information when they came to check the system.” (10) | ||
Implications | Homeowners with a positive experience advise (and show) heat pumps to their friends, neighbors and family members. | “My costs (heating costs) decreased by two-thirds.” (10) |
Dissatisfied Homeowners | ||
Feedback on | Opinions | Quotes |
Installers | Incompetent installer, poorly regulated heat pump, after-sale services of bad quality or absent, authorization for boreholes required, long duration of installation, installation mistakes | “The installer is remarkably incompetent, because he is not capable to adjust the system. He told me he should take a course but did not do it. He cannot help me at all. I called him at least 50 times, but he does not do anything.” (5) |
“It is a prerequisite that the installers… know what they are doing.” (1) | ||
Heat pumps | Higher energy consumption than expected, noise, frost, air in radiators, shortage of sanitary hot water, would prefer a smaller model. | “The installer had some ideas, but not very clear. We had to call the manufacturer of the heat pump. Even the manufacturer was not aware of the latest details of the configuration panel. We had to look up the manual to understand.” (1) |
Implications | Homeowners with the negative experience advise against heat pumps to their friends, neighbors and family members. | “I think that the energy consumption could be lower.” (9) |
Category | Options | Quotes |
---|---|---|
Information sources about the program | Utility-operated renewable heating program | “One year before the problem with my heating system I got a letter from SIG, but I didn’t consider it. When the problem with the heating system occurred it made me change my mind. I found the relevant information as I have filed everything.” (6) |
Installer | “The information given by my installer was good and it was confirmed and complemented by SIG.” (10) | |
Media | “The journal “Mieux Vivre” (“Live better” by SIG) triggered me to take action. I saw that SIG proposed help, and I contacted them to obtain a list of the approved installers. But then it was the installer who took the next steps.” (3) | |
Neighbors | ||
Awareness about existence of subsidies/program | “I knew that the subsidy existed. I had read this in the newspaper. The installers heavily insisted on this point (the subsidies). It was a sales argument.” (4) | |
Participation process | Subsidy request was made by installer or homeowner | “I received the letter from SIG with the information. I knew that the installer was not in the list of the approved companies (partners), but I had much confidence (in that installer). So, I contacted the program manager to explain that I wanted to choose that installer. The program manager told me he would study the case and his decision was positive. It was important for me to work with the installer I trust.” (7) |
“We don’t remember much as it was the installer who told us what to do. He told us what steps to take. It was reassuring for us to have an installer who guided us. It is good to know he is available in case we need him.” (8) | ||
Many heating systems are installed in a hurry (e.g., following breakdown of old system), subsidy requested afterwards | “I had to have the system installed in a hurry, as my heating did not work anymore. Then I found out about the program of SIG. I called (the program manager) who told me once the system is already installed SIG doesn’t give subsidies, but he would see if he could do anything for me. It was the first time someone asked for this, so I really appreciated the positive reaction of the program manager.” (6) | |
“It was the installer who told me that I was entitled to receive subsidies. It was him who took all the steps. They did everything (installer).” (13) | ||
Perceived advantages of renewable heating programs | List of installers most appreciated | “The choice was made from the list proposed by SIG.” (10) |
“One never receives information on heat pumps. For example, I was surprised to learn that the installer cannot offer after-sale services. I would have preferred to know it in advance, even by a neutral organization like SIG.” (4) | ||
Subsidy is appreciated, but has low impact on decision to install a heat pump | “For me it was a necessity. The subsidy is ridiculous compared to the cost (total cost of installation). I didn’t have a choice. I had to change my heating system.” (6) | |
“It was the subsidy that I was interested in, but it was reassuring to have an installer who had been approved. For the installer this is a sales argument”. (5) | ||
“The point of departure was the end of life of my installation (heating system). We had to change our installation and I wanted to have the latest technology. The subsidy did not play a role at the beginning, but it helps, it is always positive.” (3) |
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Freyre, A.; Cozza, S.; Rüetschi, M.; Bürer, M.; Sahakian, M.; Patel, M.K. How to Improve Effectiveness of Renewable Space Heating Programs by Better Understanding Homeowner—Installer Interactions. Energies 2021, 14, 4625. https://doi.org/10.3390/en14154625
Freyre A, Cozza S, Rüetschi M, Bürer M, Sahakian M, Patel MK. How to Improve Effectiveness of Renewable Space Heating Programs by Better Understanding Homeowner—Installer Interactions. Energies. 2021; 14(15):4625. https://doi.org/10.3390/en14154625
Chicago/Turabian StyleFreyre, Alisa, Stefano Cozza, Matthias Rüetschi, Meinrad Bürer, Marlyne Sahakian, and Martin K. Patel. 2021. "How to Improve Effectiveness of Renewable Space Heating Programs by Better Understanding Homeowner—Installer Interactions" Energies 14, no. 15: 4625. https://doi.org/10.3390/en14154625