Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) February 2014 Version 1.1

QUALIFICATION HANDBOOK Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) February 2014 Version 1.1

Qualification at a glance Subject area City & Guilds number 6068 Age group approved Pre-16, 16-18, 19+ Entry requirements Level 2 Assessment Fast track Support materials Registration and certification Understanding Sustainable Energy Efficiency Short Answer/Multi Choice Available Centre handbook Assessment pack Consult the Walled Garden/Online Catalogue for last dates Title and level Level 3 Certificate in Understanding Sustainable Energy Efficiency City & Guilds number Accreditation number 6068-03 600/6566/7 Version and date Change detail Section V1.1 Sep 2014 Units 007-011 added to Structure. Units 012-013 removed from Structure. Units 007-011 and 018 added to Test Specifications. Units 012-013 removed from Test Specifications. 1 Introduction 4 Assessment 2 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Contents 1 Introduction 5 Structure 6 2 Centre requirements 8 Approval 8 Candidate entry requirements 9 3 Delivering the qualification 10 Initial assessment and induction 10 4 Assessment 11 Assessment of the qualification 11 Test specifications 11 5 Units 19 Unit 001 Unit 002 Understand the principles and operation of the green deal 20 Understand general health, safety and welfare in the workplace 26 Unit 003 Understand the principles of customer service 29 Unit 004 Unit 005 Unit 006 Unit 007 Unit 008 Unit 009 Unit 010 Unit 011 Unit 014 Unit 015 Unit 016 Unit 017 Understand the use of energy efficiency measures on different buildings 33 Understand insulation and building treatment methods 38 Understand air quality and ventilation requirements for buildings 43 Understand how to identify, assess and agree sustainable energy efficiency measures 47 Understand how to review regulatory issues and obtain consents 52 Understand how to procure and contract energy efficiency measures 55 Understand how to plan and coordinate energy efficiency work 59 Understand how to manage, control and hand over energy efficiency works 63 Understand how to monitor work progress against schedules 68 Understand how to maintain energy efficiency measures 71 Understand procedures for informing the client on completion of work 73 Understand building services engineering systems75 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 3

Unit 018 Understand the fundamental principles and requirements of environmental technology systems 77 Appendix 1 Relationships to other qualifications 80 Appendix 2 Sources of general information 81 4 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

1 Introduction This document tells you what you need to do to deliver the qualification: Area Who are the qualifications for? What do the qualifications cover? Are the qualifications part of a framework or initiative? Who did we develop the qualification with? What opportunities for progression are there Description For candidates who work or want to work in the energy services sector, usually in a support services role such as sales or customer advice. They allow candidates to learn the knowledge and understanding required for employment and/or career progression in the energy advisory sector. They cover a variety of subjects relevant to rolling out energy efficiency measures across the built environment of the UK, including Customer Services and Sales as well as understanding the Green Deal, and the variety of energy efficiency measures that may be implemented in a building. The qualifications are not part of a framework. They relate to the wider roll-out of the Green Deal, the coalition Government s flagship initiative for energy efficiency for UK buildings. They are also relevant to the wider energy sector, for example Housing Associations, Social Landlords, Charities and other organisations involved in the energy efficiency of buildings. They were developed by Construction Skills Sector Skills Council, after consultation with industry. The qualifications cover a broad range of knowledge and understanding related to buildings, construction and building services. Learners may wish to progress to further study in these areas, or in the following: 6281 Energy Awareness (restricted qualification) 6361-01 Level 3 Certificate in Domestic Energy Assessment 6066-01 Level 3 Diploma in Green Deal Domestic Advice 6068-01 Level 2 Award In Understanding Sustainable Energy Efficiency City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 5

Structure To achieve the Level 3 Certificate in Understanding Sustainable Energy Efficiency, learners must achieve a total of 16 credits. Learners must achieve 13 credits from the mandatory units and a minimum of 3 credits from the optional units. Unit accreditation number Mandatory City & Guilds unit number Unit title H/503/8825 001 Understand the Principles and Operation of the Green Deal K/503/8826 002 Understand General Health, Safety and Welfare in the Workplace M/503/8827 003 Understand the Principles of Customer Service F/503/8816 007 Understand How to Identify, Assess and Agree Sustainable Energy Efficiency Measures J/503/8817 008 Understand How to Review Regulatory Issues and Obtain Consents L/503/8818 009 Understand How to Procure and Contract Energy Efficiency Measures J/503/8820 010 Understand How to Plan and Coordinate Energy Efficiency Work R/503/8822 011 Understand How to Manage, Control and Hand Over Energy Credit value 1 1 1 2 2 2 2 2 6 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit accreditation number Optional City & Guilds unit number Unit title M/503/8830 004 Understand the Use of Energy Efficiency Measures on Different Buildings A/503/8832 005 Understand Insulation and Building Treatment Methods F/503/8833 006 Understand Air Quality and Ventilation Requirements for Buildings T/503/8828 014 Understand How to Monitor Work Progress Against Schedules A/503/8829 015 Understand How to Maintain Energy Efficiency Measures L/503/8835 016 Understand Principles for Informing the Client on Completion of Work D/503/8807 017 Understand Building Services Engineering Systems K/602/3138 018 Understand the Fundamental Principles and Requirements of Environmental Technology Systems Credit value 1 1 1 1 1 1 1 2 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 7

2 Centre requirements Approval Centres already offering City & Guilds qualifications You will be automatically approved for the new Level 2 Award in Understanding Sustainable Energy Efficiency if your Centre is approved to offer any of the following qualifications: 6066-01 and/or -04 Level 3 and 4 Diplomas in Green Deal Advice (Domestic or Non-Domestic) 6361-01 and/or -02/-04 Level 3 Certificate in Domestic Energy Assessment or Level 4 Diploma in Non-Domestic Energy Assessment. 6068-01 Level 2 Award In Understanding Sustainable Energy Efficiency Existing Centres not currently offering these qualifications should follow the normal qualification approval procedures. Centres not already offering City & Guilds qualifications To offer this qualification, new centres will need to gain both centre and qualification approval. Please refer to the Centre Manual - Supporting Customer Excellence for further information. Centre staff should familiarise themselves with the structure, content and assessment requirements of the qualification before designing a course programme. Centre staffing Staff delivering this qualification must be able to demonstrate that they meet the following occupational expertise requirements. They should: be occupationally competent or technically knowledgeable in the areas for which they are delivering training and/or have experience of providing training. This knowledge must be to the same level as the training being delivered. hold a relevant qualification related to energy efficiency. For example this may include Green Deal Advice, Domestic Energy Assessment, Insulation and Building Treatments, or a higher education degree in a related field such as building services engineering. have recent relevant experience in the specific area they will be assessing. have credible experience of providing training. Centre staff may undertake more than one role, eg tutor and assessor or internal verifier, but cannot internally verify their own assessments. 8 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Assessors and internal verifiers Assessor/Verifier (A/V) units are valued as qualifications for centre staff, but they are not currently a requirement for the qualification. Continuing professional development (CPD) Centres must support their staff to ensure that they have current knowledge of the occupational area, that delivery, mentoring, training, assessment and verification is in line with best practice, and that it takes account of any national or legislative developments. Candidate entry requirements City & Guilds does not set entry requirements for this qualification. However, centres must ensure that candidates have the potential and opportunity to gain the qualification[s] successfully. Age restrictions This qualification is available for learners aged 16+ City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 9

3 Delivering the qualification Initial assessment and induction An initial assessment of each candidate should be made before the start of their programme to identify: if the candidate has any specific training needs, support and guidance they may need when working towards their qualification. any units they have already completed, or credit they have accumulated which is relevant to the qualification[s]. the appropriate type and level of qualification. We recommend that centres provide an induction programme so the candidate fully understands the requirements of the qualification[s], their responsibilities as a candidate, and the responsibilities of the centre. This information can be recorded on a learning contract. 10 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

4 Assessment Assessment of the qualification The assessment packs that contain each short-written answer question paper will be available from the City & Guilds website www.cityandguilds.com Passwords will be available on the Walled Garden. Test specifications The way the knowledge is covered by each test is laid out in the tables below: Test 1: Unit 001 Understand the Principles and Operation of the Green Deal Duration: 2 hours Unit Outcome Number of questions 001 1 Understand the principles of the Green Deal initiative 2 Understand the operation of the Green Deal initiative 3 Understand how to liaise with consumers to access Green Deal energy efficiency measures 4 Understand the financial arrangements for Green Deal conformity 5 Understand the information requirements for the Green Deal initiative % 5 28 4 17 4 14 7 30 1 11 Total 21 100 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 11

Test 2: Unit 002 Understand General Health, Safety and Welfare in the Workplace Duration: 1 hour Unit Outcome Number of questions 002 1 Understand how to contribute to health, safety and welfare in the workplace 2 Understand the organisational security procedures when working in the workplace % 8 88 1 12 Total 9 100 Test 3: Unit 003 Understand the Principles of Customer Service Duration: 1 hour 15 minutes Unit Outcome Number of questions 003 1 Understand the organisational policies and procedures for delivering effective customer service 2 Understand the key factors required to carry out effective customer service 3 Understand the appropriate behaviour required when dealing with customers 4 Understand the importance of responding effectively to the requirements of the customer 5 Understand how to communicate effectively with the customer % 2 17 2 21 1 14 4 21 3 27 Total 12 100 12 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Test 4: Unit 004 Understand the Use of Energy Efficiency Measures on Different Buildings Duration: 2 hours Unit Outcome Number of questions 004 1 Understand the main considerations to take account of when undertaking energy efficiency improvements % 5 32 2 Understand energy efficiency priorities 3 43 3 Understand the effects that energy efficiency measures could have on different buildings 4 Understand the recording and reporting procedures when carrying out energy efficiency measures on different buildings 3 13 2 12 Total 13 100 Test 5: Unit 005 Understand Insulation and Building Treatment Methods Duration: 2 hours Unit Outcome Number of questions 005 1 Understand the different insulation and building treatment methods % 4 29 2 Understand energy efficiency priorities 3 51 3 Understand the advantages of using insulation measures on buildings 4 Understand the disadvantages of using insulation measures on buildings 1 13 1 7 Total 9 100 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 13

Test 6: Unit 006 Understand Air Quality and Ventilation Requirements for Buildings Duration: 1 hour Unit Outcome Number of questions 006 1 Understand air quality requirements for domestic and non-domestic buildings 2 Understand ventilation requirements for domestic and non-domestic buildings % 4 31 6 69 Total 10 100 Test 7: Unit 007 Understand How to Identify, Assess and Agree Sustainable Energy Efficiency Measures Duration: 1 hour 10 minutes Unit Outcome Number of questions 007 1 Understand how to confirm client requirements 2 Understand how to assess information about environmental characteristics 3 Understand how to assess sustainable energy efficiency measures 4 Understand how to agree sustainable energy efficiency measures % 10 23 13 30 16 37 4 10 Total 43 100 Test 8: Unit 008 Understand How to Review Regulatory Issues and Obtain Consents Duration: 40 minutes Unit Outcome Number of questions 008 1 Understand how to review regulatory issues 2 Understand how to obtain regulatory consents % 12 50 12 50 Total 24 100 14 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Test 9: Unit 009 Understand How to Procure and Contract Energy Efficiency Measures Duration: 45 minutes Unit Outcome Number of questions 009 1 Understand how to procure energy efficiency measures % 14 61 2 Understand how to agree a contract 9 39 Total 23 100 Test 10: Unit 010 Understand How to Plan and Coordinate Energy Efficiency Work Duration: 50 minutes Unit Outcome Number of questions 010 1 Understand how to plan energy efficiency work activities 2 Understand how to co-ordinate work to existing properties % 16 50 16 50 Total 32 100 Test 11: Unit 011 Understand How to Manage, Control and Hand Over Energy Duration: 45 minutes Unit Outcome Number of questions 011 1 Understand how to co-ordinate work to existing properties 2 Understand how to manage project completion and handover % 17 57 13 43 Total 30 100 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 15

Test 12: Unit 014 Understand How to Monitor Work Progress Against Schedules Duration: 45 minutes Unit Outcome Number of questions 014 1 Understand how to monitor resources required to carry out the work effectively 2 Understand how to monitor progress against agreed work schedules 3 Understand how to take corrective actions to the scheduled work when required 4 Understand the options available and take the appropriate actions % 5 17 2 28 2 17 4 38 Total 13 100 Test 13: Unit 015 Understand How to Maintain Energy Efficiency Measures Duration: 40 minutes Unit Outcome Number of questions 015 1 Understand the information requirements for maintaining energy efficiency measures 2 Understand how to maintain energy efficiency measures 3 Understand the maintenance documentation procedures % 2 39 4 52 2 9 Total 8 100 16 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Test 14: Unit 016 Understand Principles for Informing the Client on Completion of Work Duration: 45 minutes Unit Outcome Number of questions 016 1 Understand how to complete the work in the appropriate manner. 2 Understand how to complete energy efficiency works 3 Understand the information requirements for completion of the work % 5 50 3 29 2 21 Total 10 100 Test 15: Unit 017 Understand Building Services Engineering Systems Duration: 50 minutes Unit Outcome Number of questions 017 1 Understand the different building services engineering systems % 4 36 2 Understand energy efficiency priorities 6 49 3 Understand the advantages of using building services engineering systems in buildings 1 15 Total 11 100 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 17

Test 16: Unit 018 Understand the Fundamental Principles and Requirements of Environmental Technology Systems Duration: 1 hour 15 minutes Unit Outcome Number of questions 018 1 Know the fundamental working principles of micro-renewable energy and water conservation technologies 2 Know the fundamental requirements of building location/building features for the potential to install micro-renewable and water conservation systems to exist 3 Know the fundamental regulatory requirements relating to micro-renewable energy and water conservation technologies 4Know the typical advantages and disadvantages of micro-renewable energy and water conservation technologies % 10 37 9 33 4 15 4 15 Total 27 100 18 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

5 Units Availability of units Structure of units These units each have the following: City & Guilds reference number unit accreditation number title level credit value unit aim relationship to NOS, other qualifications and frameworks endorsement by a sector or other appropriate body information on assessment learning outcomes which are comprised of a number of assessment criteria notes for guidance. City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 19

Unit 001 Understand the principles and operation of the green deal UAN: H/503/8825 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the principles of the green deal initiative 1.1 describe who is eligible for the green deal and the restrictions that apply 1.2 describe what constitutes an eligible energy efficiency measure and how they are selected to make a set of recommendations 1.3 describe the role of the green deal in improving the energy efficiency of buildings 1.4 describe the legislation and regulations relevant to the delivery of the green deal in relation to: Energy Act 2011. Range 1.1 Who is eligible building owner tenants (domestic and non-domestic) Restrictions property must have an electricity meter supplied by a registered electricity supplier measures must meet the golden rule (Golden Rule - Expected financial savings must be greater to or equal to the costs attached to the energy bill) if tenant, then permission from building owner if landlord, then permission from tenant consent of the bill payer. 20 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

1.2 suitable fixed to the property, not portable needs to be on the PCDF (Product Characteristics Data File) meet the golden rule SAP Appendix T hierarchy of measures check whether still relevant in Green Deal product assurance. 1.3 raising awareness of energy efficiency reducing fuel poverty 1.4 providing a financial means to install measures without customer capital helping the government reduce CO2 emissions and meet its targets and obligations. Part 1 Energy Efficiency chapters 1-5 creates a financial framework for implementing energy efficient improvements consideration of Consumer Credit Act for domestic and non-domestic sectors requirement for Secretary of State to act to improvement energy efficiency requirement for Secretary of State to report on the contributions of the green deal to reduce carbon emissions. energy company obligation (ECO) green deal code of practice source - Department of Communities and Local Government (DCLG) Learning outcome 2. understand the operation of the green deal initiative 2.1 describe the main stages of the quotation process for green deal energy efficiency measures 2.2 describe the roles and responsibilities of the energy supplier, provider, assessor, green deal/remote advisor, installer, operative and consumer 2.3 describe the legal safeguards available to customers in relation to mis-selling, credit agreements and redress for complaints 2.4 describe the specific protections and support available for vulnerable groups and customers under the green deal City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 21

Range 2.1 Main stages of the Green deal journey unlocking consumer demand qualifying assessment developing the Green deal plan installation repayments 2.2 energy supplier must agree to the deal and collect payment provider finance provider (eg British Gas) assessor produce energy performance certificate (EPC) on the building GD/remote advisor carry out occupancy assessment and gives GD advice; ensures measures meet the golden rule installer/operative carry out recommended measures consumer pay for work through energy bill 2.3 Legal safeguards The Consumer Credit Act Office of Fair Trading Green deal code of practice 2.4 Vulnerable Groups elderly people in fuel poverty people with poor credit history mentally impaired physically impaired Legislations - Energy Act 2011; ECO 22 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 3. understand how to liaise with consumers to access green deal energy efficiency measures 3.1 describe how to engage consumers in the principles and operation of the green deal 3.2 describe the function of the energy performance certificate in assessing energy efficiency and acting as the starting point for the green deal 3.3 describe the methods of ensuring that the green deal process provides impartial advice and recommendations 3.4 explain why it is important to ensure that the consumer understands that there is no commitment or obligation at the expression of interest stage Range 3.1 Methods of engagement 3.2 telephone cold calling, advice & guidance, signposting for further info. face to face cold calling, advice & guidance, signposting for further info. information leaflets, advertisements, advice & guidance, signposting for further info. Energy Performance certificate provides an energy rating of property; provides a range of measures eligible for GD finance 3.3 accreditation body audit of assessors and advisors; use of standard software for producing EPCs Code of Practice Consumer Credit Act 3.4 faith trust credibility legal and regulatory obligations City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 23

Learning outcome 4. understand the financial arrangements for green deal conformity 4.1 describe how the green deal is financed in relation to: finance to the consumer installation costs equipment purchase energy provider recoupment 4.2 explain the meaning of the golden rule and how it influences the nature of the financial offer based upon an appropriate assessment 4.3 describe the long term nature of cost savings arising from the installation of energy saving measures 4.4 explain the role of the energy suppliers as collectors of payment via the energy bill 4.5 describe the pay as you save metering process and time periods for recoupment 4.6 describe the relevant conditions applying to the green deal financial offer 4.7 describe other relevant available incentives/funding available to the consumer in relation to: energy company obligation (ECO) feed in tariff (FIT) renewable heat incentive (RHI) other relevant local schemes Range 4.1 Finance to the consumer finance rate and period repayment methods Installation costs labour Equipment purchase equipment / materials, products Energy provider recoupment administration costs 4.2 golden rule is defined as the expected financial savings must be greater or equal to the costs attached to the energy bill. consumer finance 4.3 reduced energy costs 24 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

4.6 eligibility building owner tenants (domestic and non-domestic) Relevant conditions property must have an electricity meter supplied by a registered electricity supplier measures must meet the golden rule (Golden Rule - Expected financial savings must be greater to or equal to the costs attached to the energy bill) if tenant, then permission from building owner if landlord, then permission from tenant consent of the bill payer. 4.7 other relevant local schemes local / national government schemes Learning outcome 5. understand the information requirements for the green deal initiative 5.1 describe the relevant sources of information about green deal and how they are accessed by customers 5.2 describe where further information and support about the green deal can be accessed by customers Range 5.1 department of energy and climate change green deal providers utility companies energy saving trust the carbon trust green deal advisor green deal installer local authority 5.2 information and support internet Citizen s Advice Bureau City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 25

Unit 002 Understand general health, safety and welfare in the workplace UAN: K/503/8826 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand how to contribute to health, safety and welfare in the workplace 1.1 explain why it is important to take individual responsibility for health, safety and welfare in the workplace 1.2 describe the legal responsibilities of your organisation and yourself in relation to health, safety and welfare in the workplace 1.3 describe the potential risks and hazards to people and property in the workplace 1.4 describe how to report risks and hazards to the appropriate person 1.5 explain how changes in circumstances could effect hazards in the workplace 1.6 describe the organisational procedures to be followed in the event of an accident or emergency 1.7 describe how to comply with control measures identified by risk assessments and safe systems of work 1.8 describe the appropriate procedure to use if hazardous materials are detected whilst carrying out energy efficiency work 26 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Range 1.2 legal responsibilities HASWA COSHH RIDDOR Employer protection from anything that may cause harm effectively controlling any risks to injury that could arise in the workplace effectively controlling any risks to health that could arise in the workplace assess risks in the workplace give employees information about the risks in the workplace give employees information on how they are protected instruct and train employees on how to deal with the risks Employee: employees have a duty to take care of their own health and safety employees have a duty to take care of others who may be affected by their actions co-operate with employers in regards to Health and safety requirements to use any equipment how they have been trained report anything they consider dangerous 1.3 Hazards see 4065-201 3.1 Fire, slips, trips and falls, manual handling, chemicals, spillages, Display screen equipment, electricity/faulty equipment Risks - 1.4 appropriate person line manager H&S officer 1.5 changes in circumstances environmental: weather, temperature temporary: workmen in building; use of scaffolding City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 27

1.7 control measures actions that minimise risk eg PPE 1.8 appropriate procedure stop work report to relevant responsible persons Learning outcome 2. understand the organisational security procedures when working in the workplace 2.1 describe the organisational procedures relating to security in the workplace in relation to: customers others self resources 28 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 003 Understand the principles of customer service UAN: M/503/8827 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the organisational policies and procedures for delivering effective customer service 1.1 describe why it is beneficial to have an organisational customer service policy and procedures 1.2 explain how organisational customer service policies and procedures contribute to ensuring high levels of customer service Range 1.1 Procedures complaints returns purchasing service level agreement (SLAs) customer charter 1.2 ensures consistency of service so customer knows what to expect encourages customer loyalty Influences repeat business City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 29

Learning outcome 2. understand the key factors required to carry out effective customer service 2.1 describe the main qualities and attributes required to deliver the appropriate level of customer service 2.2 describe how to present a professional and knowledgeable image when delivering customer service Range 2.1 main qualities and attributes oral and written communication skill non-verbal communication skills (body language) questioning skills listening skills empathy positive attitude friendly patient 2.2 smart appearance confident body language remaining calm under pressure Learning outcome 3. understand the appropriate behaviour required when dealing with customers 3.1 describe how self behaviour could affect the behaviour of the customer 3.2 describe why it is important to behave assertively and professionally at all times when dealing with the requirements of the customer 30 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Range 3.1 remain calm helpful friendly respectful creates good impression encourages loyalty Learning outcome 4. understand the importance of responding effectively to the requirements of the customer 4.1 describe how to identify and confirm the expectations of the customer 4.2 explain why it is important to ensure that the customer is informed and reassured 4.3 explain why it is important to explain to customers when their needs and expectations cannot be met 4.4 explain why it is important to gather feedback to help meet the expectations of the customer Range 4.1 asking questions active listening re-affirm customer requirements verbally or in writing Learning outcome 5. understand how to communicate effectively with the customer 5.1 describe effective ways of communicating with a customer to meet their requirements 5.2 explain how non-verbal communication could affect customer behaviour 5.3 explain why it is important to communicate with the customer in a manner that ensures that their expectations have been fully understood City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 31

Range 5.1 effective ways of communicating Verbal face to face telephone Non-verbal Written: Email text message body language: gestures posture facial expression eye contact use language appropriate to the customer, avoid not jargon; being clear adapting communication method to suit customer need language difficulties different age groups cultural differences hearing impaired visually impaired 5.2 positive and negative impact of body language signals awareness of personal space folding arms v open arms giving lots of eye contact v no eye contact frowning v smiling 32 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 004 Understand the use of energy efficiency measures on different buildings UAN: M/503/8830 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the main considerations to take account of when undertaking energy efficiency improvements 1.1 explain who would need to be consulted with to obtain consents and/or permissions prior to undertaking energy efficiency work 1.2 describe why it is important that the fabric of the building is in good condition before energy aspects are addressed 1.3 explain the innate benefits of a range of features and how they can assist in reducing energy consumption 1.4 describe why it is important to work with the design and fabric of the building and not against it 1.5 describe the considerations that must be taken into account in relation to: the building construction, to avoid causing damage the importance of moisture movement minimising disturbance to the existing fabric the building being deemed suitable for appropriate energy efficiency measures 1.6 describe why it is important to maintain the architectural, cultural and historically valuable resource of the building City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 33

Range 1.1 local planning office building owners / occupiers commercial or domestic conservation officer 1.2 Construction material brick work, openings, roof, floor Energy aspects boilers; lighting; heating other energy users 1.3 Features Insulation (wall, internal, external, ceiling); glazing; boilers; lighting; behaviour change 1.4 HVAC planning and building regulations 1.5 Considerations inappropriate insulation inappropriate glazing listed building or not financial viability 1.6 planning and conservation 34 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 2. understand energy efficiency priorities 2.1 describe appropriate ways in which to reduce demand for energy and water by: efficient use of lighting and appliances efficient use of heating controls monitoring energy use and planning reduction energy advice/assessment 2.2 describe appropriate ways to improve the efficiency of energy and water usage by: insulating lofts and pipes insulating cavity and solid walls installing energy efficient glazing installing draught-proofing installing flow-rate taps/showers 2.3 describe the use of low and zero carbon and recycling environmental technologies including: solar hot water solar photovoltaic electricity heat pumps water harvesting and recycling Range 2.1 appropriate ways energy efficient lighting and controls a rated appliances energy meters temperature control eg thermostatic radiator valves EPC energy inspection green deal occupancy assessment 2.2 insulating options installation options 2.3 Recycling environmental technology - Water harvesting solar heat pumps City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 35

Learning outcome 3. understand the effects that energy efficiency measures could have on different buildings 3.1 describe the potential counter productive effects that energy efficiency measures could have on different buildings in relation to: trapping moisture restricting air flow accelerating decay 3.2 describe the potential effects that energy efficiency measures could have visually on different buildings in relation to: materials used design 3.3 describe a range of alternative options that may be available when carrying out energy efficiency measures Range 3.1 Counter productive effects damp, rot, decay, poor air quality, condensation, loss of productivity (non domestic building) Different buildings construction type: solid wall, cavity wall, timber frame, portal frame, British Iron and Steel Federation / system built 3.2 potential effects aesthetic appeal; being sympathetic to immediate environment; unappealing/unattractive different buildings domestic and non-domestic buildings 3.3 Alternative options Insulation (wall, internal, external, ceiling); glazing; boilers; lighting; behaviour change 36 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 4. understand the recording and reporting procedures when carrying out energy efficiency measures on different buildings 4.1 describe the suitable methods for reporting the energy efficiency work being carried out 4.2 recognise and report endangered protected flora and fauna Range 4.1 suitable methods building logbook EPC green deal advisory report 4.2 trees eg overshading for solar local environment agency; tree protection officer Natural environment and rural communities Act 2006 (NERC) local planning office Conservation of habitats and species regulations 2010 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 37

Unit 005 Understand insulation and building treatment methods UAN: A/503/8832 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the different insulation and building treatment methods 1.1 describe the main reason for using insulation methods to insulate buildings 1.2 outline the basic principles of thermal mass and how it could be affected by insulation measures 1.3 describe the different insulation methods employed when carrying out energy efficiency measures to buildings including: cavity wall insulation internal wall insulation external wall insulation loft insulation draught proofing floor insulation glazing upgrade 1.4 describe the suitable areas within the envelope of the building where the relevant insulation methods could be used effectively 1.5 describe typical circumstances when it would be inappropriate to use certain types of insulation methods to buildings 38 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Range 1.1 1.2 reducing energy consumption reducing co2 emissions reducing energy costs improve warmth rate at which a building cools down or heats up U value - measure of how much heat escapes through the fabric effect of insulation 1.3 cavity wall insulation internal wall insulation external wall insulation loft insulation draught proofing floor insulation glazing upgrade 1.4 Envelope wall floor roof Suitable areas 1.5 cavity external or internal walls floors to be insulated typical circumstances solid walls narrow cavities listed buildings geographically exposed buildings City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 39

Learning outcome 2. understand energy efficiency priorities 2.1 describe appropriate ways in which to reduce demand for energy and water by: efficient use of lighting and appliances efficient use of heating controls monitoring energy use and planning reduction energy advice/assessment 2.2 describe appropriate ways to improve the efficiency of energy and water usage by: insulating lofts and pipes insulating cavity and solid walls installing energy efficient glazing installing draught-proofing installing flow rate taps/showers 2.3 describe the use of low and zero carbon and recycling environmental technologies including: solar hot water solar photovoltaic electricity heat pumps water harvesting and recycling Range 2.1 appropriate ways energy efficient lighting and controls A rated appliances energy meters temperature control eg thermostatic radiator valves EPC energy inspection 40 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 3. understand the advantages of using insulation measures on buildings 3.1 describe the potential energy savings through the use of insulation measures to the building 3.2 describe the potential benefits of insulating buildings in relation to: improved comfort and environment reductions to heating and cooling costs payback period reducing emissions reducing moisture to building envelope soundproofing qualities Range 3.1 Reducing energy consumption; reducing Co2 emissions; reducing energy costs 3.2 potential benefits commercial/public building: productivity payback period reduced for existing installations reducing emissions meet corporate social responsibility targets ; reduces costs preventing damp, rot, building fatigue improved comfort and environment reductions to heating and cooling costs reducing moisture to building envelope soundproofing qualities City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 41

Learning outcome 4. understand the disadvantages of using insulation measures on buildings 4.1 describe the potential disadvantages of insulating buildings in relation to: cost health, safety and welfare interior space future retrofit activities thermal bridging Range 4.1 Potential disadvantages cost v s viability can cause sick building syndrome if inadequate airflow reduced interior space may prevent future modifications, use of advanced energy efficiency technologies thermal bridging can cause cold spots, damp 42 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 006 Understand air quality and ventilation requirements for buildings UAN: F/503/8833 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand air quality requirements for domestic and non-domestic buildings 1.1 describe why it is important to have a suitable level of air quality in buildings 1.2 describe the main benefits of suitable air quality in buildings in relation to: health comfort well being 1.3 describe suitable measures and methods to control and improve air quality in buildings 1.4 describe effective ways to monitor and measure air quality levels in buildings City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 43

Range 1.1 health and wellbeing 1.2 health comfort well being 1.3 suitable measures supply and extraction methods air vents supply and extraction fans trickle ventilation mechanical ventilation air filters air flow rates 1.4 effective ways CO2 sensors temperature sensors humidity 44 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 2. understand ventilation requirements for domestic and non-domestic buildings 2.1 describe why it is important to have acceptable levels of ventilation in buildings in relation to: effects from hazardous gases 2.2 describe the main benefits of ventilating buildings in relation to: removing unpleasant odours removing excessive moisture introducing outside air circulating indoor air preventing stagnation of air 2.3 describe the effects that inadequate ventilation could have on the building and environment 2.4 describe the potential effects that condensation and damp could have on the building 2.5 describe suitable measures and methods to improve ventilation in buildings 2.6 describe methods used to check the performance of ventilation in buildings Range 2.1 Legislative requirement COSHH hazardous gases carbon monoxide process related eg paint Soldering welding 2.2 removing unpleasant odours removing excessive moisture introducing outside air circulating indoor air preventing stagnation of air 2.3 effects damp condensation rot City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 45

health implications hazardous gases risk of explosion 2.4 potential effects deterioration of building fabric cost implications 2.5 suitable measures supply and extraction Methods new equipment installation of supply and extract fans air handling units soffit ventilation ensure air vents not blocked installation of wind and stack ventilation use natural ventilation 2.6 Methods CO2 sensor temperature sensors periodic inspection 46 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 007 Understand how to identify, assess and agree sustainable energy efficiency measures UAN: F/503/8816 Level: 3 Credit value: 2 GLH: 20 Learning outcome 1. understand how to confirm client requirements 1.1 summarise how to provide advisory services in a manner which conforms to legal requirements, ethical standards and recognised good practice 1.2 explain how to clarify the client s understanding of the energy efficiencies measures and processes and the roles of those who need to be involved 1.3 propose how to advise clients about new regulatory or technological requirements and innovations to enable them to make informed decisions 1.4 explain how to clarify the client s circumstances and requirements, the options available and the criteria which might apply to the project City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 47

Learning outcome 2. understand how to assess information about environmental characteristics 2.1 explain how to gather and record the information on the property and systems necessary to assess energy use 2.2 examine how to analyse information relating to traditionally built properties in order to understand their status, condition and behaviour over time 2.3 describe how to identify and obtain specialist advice where complex issues are found 2.4 examine how to identify relevant environmental characteristics which are likely to influence detailed solutions, assess their significance and prioritise them 2.5 examine how to identify and calculate data relevant to the environmental characteristics in order to assess their relative implications for detailed solutions Learning outcome 3. understand how to assess sustainable energy efficiency measures 3.1 describe how to identify potential energy efficiency measures in the short and long term 3.2 describe how to identify the criteria that need to be considered in choosing the optimum sustainable and renewable energy efficiency measures 3.3 explain how to calculate the relative effectiveness of different solutions to meet the criteria 3.4 examine how to assess and justify the features and long term benefits of the recommended detailed energy efficiency measures 3.5 summarise how to advise clients on situations where incompatibility of materials and installations can be detrimental to the future of the building fabric 48 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 4. understand how to agree sustainable energy efficiency measures 4.1 examine how to assess the criteria relevant to the projected cost options for the project with clients 4.2 describe how to identify and confirm with the client a cost budget and programme for the implementation of the energy efficiency measures 4.3 evaluate how to reach an agreement on the energy efficiency measures which is acceptable to the clients and allows the project to progress to the next stage 4.4 explain how to produce specifications and schedules for the purpose which are based on identified, applicable source information City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 49

Unit 007 Understand how to identify, assess and agree sustainable energy efficiency measures Supporting information Assessment Requirements This unit will be achieved in accordance with the assessment requirements as set out by the Awarding Organisation. Trainers must have sufficient, verifiable, current occupational expertise and knowledge of working in the relevant area and hold the appropriate qualifications as required by the awarding organisation to be effective and reliable when confirming a learners understanding. Guidance/Range Clarify: reference to standard documentation Green Deal code of practice checklists client consultation questionnaires identifying options and alternatives Energy efficiency measures: building fabric heating, ventilation and air conditioning lighting water heating micro generation energy saving behaviours Criteria client requirements legislation and regulatory consents capital financing models and costs project financial savings specified pay back period energy costs whole-life costs & maintenance timescales environmentally sustainability technologies and materials protection of architectural, cultural and historically valuable assets impact of modern technology and repair methods on traditional buildings, structures and elements and materials need to inhibit and respond to deterioration 50 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

quality working environment health and safety Information: building age, type & use building location, size and capacity architectural, cultural and historical status soundness and viability of existing structure, fabric and materials previous repairs and maintenance existing building heating, lighting and ventilation current energy usage Identify: condition survey standard lists and procedures investigative research energy surveys and assessments of existing buildings Environmental characteristics: heating and cooling natural (solar) and artificial thermal insulation and air-tightness (cavity wall, loft, under wall, internal/external solid wall) ventilation - natural and artificial light natural and artificial sound absorption and insulation fire protection and insulation moisture ingress and condensation flood risk topography and ground condition City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 51

Unit 008 Understand how to review regulatory issues and obtain consents UAN: J/503/8817 Level: 3 Credit value: 2 GLH: 20 Learning outcome 1. understand how to review regulatory issues 1.1 examine how to review legislative requirements in order to identify the energy use and control criteria relevant to the type of property and systems 1.2 describe how to identify the requirements and preferred options of planning and other regulatory bodies which have an interest in key factors of the development 1.3 examine how to assess any regulatory issues which might affect the viability of the energy efficiency measures 1.4 summarise how to provide clear and accurate advice on the findings and implications of the investigation to the client 52 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 2. understand how to obtain regulatory consents 2.1 explain how to check and confirm with the relevant authorities the requirements, current procedures and likely timescale for statutory approvals and other consents 2.2 explain how to prepare and assemble the information that will be needed for the application 2.3 explain how to prepare and submit a clear and valid application for the consent 2.4 explain how to provide the consent authorities with additional clear, relevant and accurate information when it is requested 2.5 evaluate how to manage negotiations with consent authorities to secure consents 2.6 summarise how to plan and agree alternatives with the client in anticipation of approval being refused City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 53

Unit 008 Understand how to review regulatory issues and obtain consents Supporting information Assessment requirements This unit will be achieved in accordance with the assessment requirements as set out by the Awarding Organisation. Trainers must have sufficient, verifiable, current occupational expertise and knowledge of working in the relevant area and hold the appropriate qualifications as required by the awarding organisation to be effective and reliable when confirming a learners understanding. Guidance/Range Energy efficiency measures: heating, ventilation and air conditioning building fabric lighting water heating micro generation energy saving behaviours Consents: planning buildings work to architectural, cultural or historically valuable assets grant, loan and subsidy applications funding Alternatives: amending the client s requirements amending the proposal appealing withdrawing the application 54 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 009 Understand how to procure and contract energy efficiency measures UAN: L/503/8818 Level: 3 Credit value: 2 GLH: 20 Learning outcome 1. understand how to procure energy efficiency measures 1.1 explain how to confirm the areas of work for which resources will need to be procured and identify potential sources for obtaining them 1.2 describe how to identify within the procurement programme the lead times for ordering and receiving essential resources 1.3 summarise how to identify any inconsistencies and variations in the procurement programme, recommend feasible alternatives, and agree modifications to the procurement programme with the client 1.4 evaluate how to select and implement an appropriate type of procurement process 1.5 explain how to draft necessary procurement documents which meet statutory regulations, codes of practice and the organisation's policies 1.6 explain how to clarify any queries that arise from the procurement process and confirm with all parties City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 55

Learning outcome 2. understand how to agree a contract 2.1 examine the results of the procurement process against the agreed cost budget and procurement programme 2.2 explain how to identify the obligations of the parties to the contract and obtain valid, written proof that they are able to meet the obligations 2.3 summarise how to negotiate and agree any variations, adjustments and corrections and confirm them in writing, subject to contract 2.4 explain how to prepare accurate copies of the final contract documents, check that they meet legal requirements and arrange for them to be signed 56 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 009 Understand how to procure and contract energy efficiency measures Supporting information Assessment requirements This unit will be achieved in accordance with the assessment requirements as set out by the Awarding Organisation. Trainers must have sufficient, verifiable, current occupational expertise and knowledge of working in the relevant area and hold the appropriate qualifications as required by the awarding organisation to be effective and reliable when confirming a learners understanding. Guidance/Range Areas of work: energy efficiency measures enabling works to building fabric Resources: information (including documents and drawings) labour, plant and equipment, materials & components services finance Procurement programme for: principal contractors sub/works/trade contractors suppliers consultants Inconsistencies and variations: working arrangements payback arrangements schedule of deliveries obligations to third parties statutory obligations and approvals quality waste City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 57

Procurement process: competitive tender negotiated Queries, variations, adjustments and corrections: price quantity quality standards logistics completion maintenance after sales service method of payment terms of payment contract conditions scope of service survey information time administrative technical/design queries 58 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 010 Understand how to plan and coordinate energy efficiency work UAN: J/503/8820 Level: 3 Credit value: 2 GLH: 20 learning outcome the learner will: 1. understand how to plan energy efficiency work activities assessment criteria the learner can: 1.1 explain how to confirm organisational resource requirements for the work to be carried out to the property 1.2 summarise how to identify, consult on and review influencing factors and guidance material about the approach to work activities 1.3 examine how to assess priorities for work activities by assessing and accounting for all the influencing factors 1.4 explain how to amend priorities to take account of changing circumstances whilst retaining consistency with the influencing factors 1.5 explain how to prepare plans and programmes of work activities and negotiate and agree them with all parties City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 59

learning outcome the learner will: 2. understand how to co-ordinate work to existing properties assessment criteria the learner can: 2.1 explain how to ask for and obtain permission to carry out the work activities from property owners who will be affected and from any authorities which have to be notified 2.2 explain how to give adequate notice, as required in the contract, to all the people who will be affected about when the work activities will start, how long it will take and when it will finish, and confirm all the dates in writing 2.3 explain how to make arrangements for the acquisition and organisation of production resources to achieve efficient work activities flow and minimise disruption to occupiers 2.4 summarise how to plan the site work arrangements and pass on information about the plans to the people who will be working on the site and occupiers 2.5 explain how to make arrangements for occupier care and providing information about work activities operations 2.6 evaluate how to agree and negotiate with clients and users changed work activities procedures and practices to allow for special considerations affecting the work 2.7 evaluate how to select and use the best method of communication to meet customers expectations 2.8 explain how to take the initiative to contact your customers to update them when things are not going to plan or when further information is required 60 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 010 Understand how to plan and coordinate energy efficiency work Supporting information Assessment requirements This unit will be achieved in accordance with the assessment requirements as set out by the Awarding Organisation. Trainers must have sufficient, verifiable, current occupational expertise and knowledge of working in the relevant area and hold the appropriate qualifications as required by the awarding organisation to be effective and reliable when confirming a learners understanding. Guidance/Range Resources: people plant and equipment materials and components sub-contractors information work area and facilities storage Influencing factors: client/occupiers requirements physical state organisational requirements contractual requirements statutory requirements resource requirements costs & availability of replacement parts materials identification and sourcing costs & availability of labour & skills - ease with which trades could undertake repairs/alterations, or the need to employ manufacturerapproved/specialist contractors working requirements work to architectural, cultural or historically valuable assets impact of modern technologies and repair methods on traditional buildings, structures, elements & materials incompatibility of materials and their use health, safety and welfare requirements City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 61

Guidance material: regulatory requirements codes of practice industry schedules technical information Work activities: energy efficiency measures enabling works to building fabric Changing circumstances: susceptibility to damage safety requirements need to inhibit and respond to deterioration compromised operational effectiveness weather conditions meeting current legislation resources continuing use by occupiers emergency repairs Permissions: client site owners and occupiers adjoining owners and occupiers notifiable authorities Site work arrangements: storage temporary accommodation work areas material use planning and work flow co-ordination of sub-contractors plant temporary services access/egress security continuing use by occupiers waste management pollution control provision for pre-fabricated components and systems 62 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 011 Understand how to manage, control and hand over energy efficiency works UAN: R/503/8822 Level: 3 Credit value: 2 GLH: 20 learning outcome the learner will: 1. understand how to control implementation of energy efficiency measures assessment criteria the learner can: 1.1 explain how to assemble and review relevant information which was used in the preparation of the project plan, clarify any information which is not clear and update it for production purposes 1.2 examine how to identify those parts of the work that interact with each other and potentially require greater care in assembly to achieve sound construction 1.3 examine how to identify relevant technical factors to be taken into account in assembly processes and review their implications with experts and decision makers 1.4 examine how to identify potential issues posed by new technologies and make arrangements for any necessary guidance, training and co-ordination 1.5 evaluate how to agree and communicate particular methods to be used in assembly processes to take account of technical factors and issues posed by new technologies 1.6 summarise how to organise and control assembly operations and resources to meet technical factors and issues posed by new technologies and ensure compliance with contract and regulatory requirements City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 63

learning outcome the learner will: 2. understand how to manage project completion and handover assessment criteria the learner can: 2.1 explain how to check that project requirements have been met and record outstanding work and defects 2.2 explain how to carry out commissioning inspections and tests that require certification and ensure that they are witnessed by clients as required 2.3 explain how to identify and arrange for the satisfactory completion of any outstanding work 2.4 explain how to arrange a handover inspection involving client and all relevant parties 2.5 explain how to confirm any client concerns and record and agree any required actions 2.6 explain how to assemble and hand over buildings, installations and systems and operational documentation in accordance with the contract 2.7 summarise how to explain to clients and users the operation and maintenance of installations, systems and energy saving behaviour and ensure that they understand why this is important to the long term effectiveness of energy saving measures 64 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 011 Understand how to manage, control and hand over energy efficiency works Supporting information Assessment requirements This unit will be achieved in accordance with the assessment requirements as set out by the Awarding Organisation. Trainers must have sufficient, verifiable, current occupational expertise and knowledge of working in the relevant area and hold the appropriate qualifications as required by the awarding organisation to be effective and reliable when confirming a learners understanding. Guidance/Range Information: survey reports design contractual statutory consents contractors pre-planning information Health and Safety Plan method statements programmes verifying competence sub contractors Parts: structure elements of the building fabric materials finishes power and light heating, ventilation and air conditioning telecommunications special services and equipment external works Work: energy efficiency measures enabling works to building fabric City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 65

Technical Factors: physical (including exposure, orientation, solar gain, light levels, temperature range, wind speed) temperature range, wind speed) technical (including materials performance and availability, prefabricated components, maintain dimensional accuracy and tolerances, building services and control, building physics (energy performance of structures, heat loss & SAP variables), thermal bridging, insulation, air tightness, sequencing of construction processes -placing of insulation, continuity of the insulation layer structural forms (thermal properties), component life, heating and cooling, natural ventilation and cooling, thermal flows, surface type and durability, occupancy, interaction of users and buildings, health and safety, fire protection, access, equipment performance, plant availability, human resource availability) environmental (sustainability, energy use, U values, resource availability, emissions, pollution risk) protection of architectural, cultural and historically valuable resources cost time health and safety resource standards and codes of practice fitness of purpose Issues posed by new technologies: the logistics of assembling labour and materials for the execution of the works ensuring compliance achieve high levels of quality control and precision accreditation requirements for workers and systems integration and interaction between different materials, components, systems and finishes what is required to achieve highly thermally efficient and airtight fabric how to spot the most likely problems, e.g. identify thermal bridging how to upgrade products to meet more stringent requirements Project requirements: time quality cost health and safety regulations environmental and sustainability defects rectification period 66 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Buildings, installations & systems: structure materials elements of the building fabric finishes power and light heating and ventilating telecommunications movement of goods and people special services and equipment external works building energy management systems grey water systems smart meters Operational documentation: manuals and guidance materials plans health and safety file operating equipment security information and equipment guarantees and warranties statutory consents commissioning and test certificates City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 67

Unit 014 Understand how to monitor work progress against schedules UAN: T/503/8828 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand how to monitor resources required to carry out the work effectively 1.1 describe how to identify what are inadequate and inappropriate resources in relation to: people tools and ancillary equipment materials and components time information 1.2 describe how to specify and suggest when alternative resources are required 68 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Learning outcome 2. understand how to monitor progress against agreed work schedules 2.1 describe how to identify deviations from scheduled work which could affect work progress in relation to: resource shortage design issues and constraints lack of information inclement weather conditions construction errors physical (workplace) constraints 2.2 describe how to quantify any deviations from the scheduled work in relation to: method of work implication on resources Learning outcome 3. understand how to take corrective actions to the scheduled work when required 3.1 describe how to confirm the circumstances of any deviations to the work 3.2 describe how to agree and implement corrective actions in circumstances of any deviations to the work in relation to: restore progress in accordance with the agreed programme agree new completion times secure additional resources make alterations to the planned work City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 69

Learning outcome 4. understand how to monitor progress against agreed work schedules 4.1 explain how to identify options which are most likely to minimise increases in cost and time and help progress the scheduled work 4.2 describe the most effective way to communicate appropriate options and actions to decision makers in relation to: the customer and/or representative other contractors/operatives suppliers line management 4.3 explain when to inform decision makers about progress, changes to the work schedule and resource requirements 70 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 015 Understand how to maintain energy efficiency measures UAN: A/503/8829 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the information requirements for maintaining energy efficiency measures 1.1 describe the different types of information required for the maintenance of relevant energy efficiency measures 1.2 describe how to interpret information relevant to the energy efficiency measure being maintained in relation to: specifications schedules work instructions manufacturers instructions drawings diagrams City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 71

Learning outcome 2. understand how to maintain energy efficiency measures 2.1 describe the procedures for carrying out a risk assessment and implementing safe systems of work prior to carrying out the maintenance procedure 2.2 explain the maintenance procedures required to ensure compliance with industry requirements for routine and non-routine maintenance activities 2.3 explain the advantages and limitations of repair versus replacement of energy efficiency measures 2.4 explain the main reasons for carrying out regular maintenance on relevant energy efficiency measures including contractual obligations 2.5 describe the difference between carrying out routine and nonroutine maintenance activities 2.6 describe the responsibilities with regards to making appropriate decisions for the repair of energy efficiency measures 72 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 016 Understand procedures for informing the client on completion of work UAN: L/503/8835 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand how to complete the work in the appropriate manner 1.1 describe any specific health and safety requirements for the work and surrounding area to be considered on completion of the work 1.2 describe how to ensure that the work has been completed to specification and quality standards 1.3 describe the suitable procedure for completing the work in relation to: installation work commissioning of work 1.4 describe how to ensure that the relevant people understand the safe and efficient operation of relevant equipment on completion of the work 1.5 describe how to ensure that the relevant people understand any care and future maintenance requirements for equipment on completion of the work 1.6 describe how to clear the work area in a suitable manner including the appropriate disposal of hazardous and non hazardous waste City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 73

Learning outcome 2. understand how to complete energy efficiency works 2.1 explain how to check that project requirements have been met and outstanding work and defects recorded in relation to: time quality cost health and safety regulations environmental and sustainability defects rectification period 2.2 describe how to confirm any client concerns and record and identify any further actions required 2.3 describe how to instruct clients and other users on effective operation and maintenance of installations, systems and energy saving behaviour in relation to: materials elements of building fabric finishes power and light heating and ventilating telecommunications movement of goods and people special services and equipment external works building energy management systems grey water systems smart meters Learning outcome 3. understand the information requirements for completion of the work 3.1 describe the different types of information and advice that could be required by the client concerning the property at the work completion stage 3.2 describe how to complete necessary records in accordance with organisational requirements 3.3 describe why it is important for all information relevant to the energy efficiency measures is kept with the building 74 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 017 Understand building services engineering systems UAN: D/503/8807 Level: Level 2 Credit value: 1 GLH: 10 Learning outcome 1. understand the different building services engineering systems 1.1 describe the main reason for using building services engineering systems in domestic and non-domestic buildings 1.2 describe the different building services engineering systems employed when carrying out energy efficiency measures to buildings in relation to: plumbing electrical heating and ventilation refrigeration and air conditioning building environmental management 1.3 describe the suitable areas within the envelope of the building where the relevant building services engineering systems could be used effectively 1.4 describe typical circumstances when it would be inappropriate to use certain types of building services engineering systems to buildings City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 75

Learning outcome 2. understand energy efficiency priorities 2.1 describe appropriate ways in which to reduce demand for energy and water by: efficient use of lighting and appliances efficient use of heating controls monitoring energy use and planning reduction energy advice/assessment 2.2 describe appropriate ways to improve the efficiency of energy and water usage by: insulating lofts and pipes insulating cavity and solid walls installing double glazed windows installing draught-proofing installing flow-rate taps/showers 2.3 describe the use of low and zero carbon and recycling environmental technologies including: solar hot water solar photovoltaic electricity heat pumps water harvesting and recycling Learning outcome 3. understand the advantages of using building services engineering systems in buildings 3.1 describe the potential energy savings through the use of relevant building services engineering systems to the building 3.2 describe the potential benefits of using building services engineering systems in buildings in relation to: improved comfort and environment reductions to heating and cooling costs payback period reducing emissions reducing moisture to building envelope 76 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Unit 018 Understand the fundamental principles and requirements of environmental technology systems UAN: K/602/3138 Level: Level 3 Credit value: 2 GLH: 15 Learning outcome 1. know the fundamental working principles of micro-renewable energy and water conservation technologies 1.1 identify the fundamental working principles for each of the following heat producing micro-renewable energy technologies: solar thermal (hot water) ground source heat pump air source heat pump biomass 1.2 identify the fundamental working principles for each of the following electricity producing micro-renewable energy technologies: solar photovoltatic micro-wind micro-hydro 1.3 identify the fundamental working principles of the following cogeneration technologies: micro-combined heat and power (heat-led) 1.4 identify the fundamental working principles for each of the following water conservation technologies: rainwater harvesting greywater re-use City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 77

Learning outcome 2. know the fundamental requirements of building location/building features for the potential to install micro-renewable energy and water conservation systems to exist. 2.1 clarify the fundamental requirements for the potential to install a solar water heating system to exist 2.2 clarify the fundamental requirements for the potential to install a solar photovoltaic system to exist 2.3 clarify the fundamental requirements for the potential to install a ground source heat pump system to exist 2.4 clarify the fundamental requirements for the potential to install an air source heat pump system to exist 2.5 clarify the fundamental requirements for the potential to install a biomass system to exist 2.6 clarify the fundamental requirements for the potential to install a micro wind system to exist 2.7 clarify the fundamental requirements for the potential to install a micro hydro system to exist 2.8 clarify the fundamental requirements for the potential to install a micro-combined heat and power (heat led) system to exist 2.9 clarify the fundamental requirements for the potential to install a rainwater harvesting/greywater re-use system to exist Learning outcome 3. know the fundamental regulatory requirements relating to microrenewable energy and water conservation technologies 3.1 confirm what would be typically classified as permitted development under town and country planning regulations in relation to the deployment of the following technologies: solar thermal (hot water) solar photovoltatic ground source heat pump air source heat pump micro-wind biomass micro-hydro micro-combined heat and power (heat-led) rainwater harvesting greywater re-use 3.2 confirm which sections of the current building regulations/building standards apply in relation to the deployment of the following technologies: 78 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

solar thermal (hot water) solar photovoltatic ground source heat pump air source heat pump micro-wind biomass micro-hydro micro-combined heat and power (heat-led) rainwater harvesting greywater re-use Learning outcome 4. know the typical advantages and disadvantages associated with micro-renewable energy and water conservation technologies 4.1 identify typical advantages associated with each of the following technologies: solar thermal (hot water) solar photovoltatic ground source heat pump air source heat pump micro-wind biomass micro-hydro micro-combined heat and power (heat-led) rainwater harvesting greywater re-use 4.2 identify typical disadvantages associated with each of the following technologies: solar thermal (hot water) solar photovoltatic ground source heat pump air source heat pump micro-wind biomass micro-hydro micro-combined heat and power (heat-led) rainwater harvesting greywater re-use City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 79

Appendix 1 Relationships to other qualifications Literacy, language, numeracy and ICT skills development This qualification can develop skills that can be used in the following qualifications: Functional Skills (England) see www.cityandguilds.com/functionalskills Essential Skills (Northern Ireland) see www.cityandguilds.com/essentialskillsni Essential Skills Wales see www.cityandguilds.com/esw 80 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

Appendix 2 Sources of general information The following documents contain essential information for centres delivering City & Guilds qualifications. They should be referred to in conjunction with this handbook. To download the documents and to find other useful documents, go to the Centres and Training Providers homepage on www.cityandguilds.com. Centre Manual - Supporting Customer Excellence contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve approved centre status, or to offer a particular qualification, as well as updates and good practice exemplars for City & Guilds assessment and policy issues. Specifically, the document includes sections on: The centre and qualification approval process Assessment, internal quality assurance and examination roles at the centre Registration and certification of candidates Non-compliance Complaints and appeals Equal opportunities Data protection Management systems Maintaining records Assessment Internal quality assurance External quality assurance. Our Quality Assurance Requirements encompasses all of the relevant requirements of key regulatory documents such as: Regulatory Arrangements for the Qualifications and Credit Framework (2008) SQA Awarding Body Criteria (2007) NVQ Code of Practice (2006) and sets out the criteria that centres should adhere to pre and post centre and qualification approval. City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03) 81

Access to Assessment & Qualifications provides full details of the arrangements that may be made to facilitate access to assessments and qualifications for candidates who are eligible for adjustments in assessment. The centre homepage section of the City & Guilds website also contains useful information such on such things as: Walled Garden: how to register and certificate candidates on line Qualifications and Credit Framework (QCF): general guidance about the QCF and how qualifications will change, as well as information on the IT systems needed and FAQs Events: dates and information on the latest Centre events Online assessment: how to register for GOLA/e-volve assessments. Centre Guide Delivering International Qualifications contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve approved centre status, or to offer a particular qualification. Specifically, the document includes sections on: The centre and qualification approval process and forms Assessment, verification and examination roles at the centre Registration and certification of candidates Non-compliance Complaints and appeals Equal opportunities Data protection Frequently asked questions. 82 City & Guilds Level 3 Certificate in Understanding Sustainable Energy Efficiency (6068-03)

City & Guilds Believe you can www.cityandguilds.com