For further information on we find out what our customers think of the service we provide, and how we look at the ways in which we can improve, please use the following links to information on this page:
Customer Satisfaction Survey
Making sure that residents can afford to heat their homes depends on us providing a good service. While DHEAS provides a service for all Derby residents, we know that a large proportion of them are fuel poor – spending 10 per cent or more of their yearly income on their fuel bills. We carried out a Customer Satisfaction Survey for 2004 to 2005 to find out what our customers thought of the service we had provided, and to identify areas for improvement. Findings from the Customer Satisfaction Survey for 2005 to 2006 showed that:
- 82.8 per cent of respondents were either satisfied or very satisfied with the Service overall
- 84.4 per cent of respondents were either satisfied or very satisfied with the way they were dealt with by the DHEAS
- 81.4 per cent of respondents were either satisfied or very satisfied with the amount of time it took for information to be sent to them.
For the full findings download the Customer Satisfaction Survey 2006 
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We have already carried out a Customer Satisfaction Survey for 2006 to 2007 and the results of this will be added to these pages once they have been analysed.
Pointer Panel Survey
Derby Home Energy Advice Service has also asked questions in the Pointer Panel Survey in 2001 and 2004. The Pointer Panel was set up by the Council to consult and involve local people in our decision making process. The Panel is made up of 1,000 local people, randomly selected from the Post Office Address, file with the same 'profile' as the city in terms of age, ethnic background, employment and a number of other factors.
Panel members are sent a few questionnaires a year, asking for their views on various issues, such as budget priorities and how to improve services.
The questions we asked in 2004 built on the information that was gathered from the previous survey in 2001.
The key findings were that around 50% of respondents knew about DHEAS – which was a very similar finding to 2001. However, the results showed that there was a significant difference in the number of respondents who knew they could get financial help towards home energy, 48.1 per cent in 2001 compared to 62 per cent in 2004.
The key issues and actions that we are taking forward from the 2004 survey are:
- Only 6.7 per cent of respondents had heard of the Home Energy Advice Service through the Council website – we have already acted on this by raising awareness of the Home Energy Advice Service on the Council website. This has involved redesigning relevant pages and greater use of the new FAQ system, and we are currently developing links with other relevant websites and pages of the Council website aiming to provide a ‘green web’ for Derby.
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Only 4.5 per cent of respondents had heard of the Home Energy Advice Service through the mobile advice unit – we are currently refurbishing the mobile advice unit display panels and we plan and hold five additional outdoor events with the unit in the 12 months following refurbishment.
- Only 9.3 per cent of respondents knew they could get financial help towards home energy efficiency from the Affordable Warmth Bulletin – we have already acted on this by making details of financial help and grants more prominent in our Affordable Warmth Bulletin that came out in November last year.
- 9.9 per cent of respondents found it fairly difficult or very difficult to keep their home warm - we have already acted on this by send out a follow-up letter to those 50 respondents to offer further detailed advice.
We have found the Pointer a very useful way of finding out how aware residents are of our service and of the home energy discounts and grants available – and it has helped us to improve the way that we provide our service and how we communicate with residents.
Related documents
You will need Acrobat Reader to view and download pdf files. This can be downloaded by visiting the following link: Adobe Acrobat Reader
Contacting us
If you would like to make a comment, suggestion or complaint about our service, you can contact us by post, phone, fax, minicom or email using the details below. You can also contact us using the online form at the foot of this page.
Derby Home Energy Advice Service
Derby Advice,
Ground Floor,
The Council House,
Corporation Street,
Derby,
DE1 2FS
Telephone: 01332 255622
Fax: 01332 256560
Minicom: 01332 256555
Email: Energy.AdviceTeam@derby.gov.uk