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Home Energy Efficiency Scheme

Volume 458: debated on Monday 12 March 2007

To ask the Secretary of State for Environment, Food and Rural Affairs (1) what compensation or redress is available to those who have received unsatisfactory service under the Warm Front scheme; (125080)

(2) how many contractors have been removed from the Warm Front scheme by Eaga Partnership because of unsatisfactory performance;

3) what sanctions are applied by Eaga Partnership when contractors carry out unsatisfactory work as part of the Warm Front scheme.

The Scheme Manager, the Eaga Partnership, continually monitor and audit contractors appointed to work under the Warm Front Scheme. It has introduced vendor-rating systems against which contractors are assessed.

The vendor rating system provides an assessment of contractors using various criteria including (but not limited to) customer service, professionalism and workmanship. The vendor rating of each contractor determines the level of work they receive in the future.

Contractors who irrevocably fall short of these standards can be removed from the Warm Front Scheme. However, no contractors have been removed to date under the second phase of Warm Front.

If a Warm Front customer feels that they have received unsatisfactory service from the scheme they can in the first instance complain to the Eaga Customer Complaints Team. Should they not be satisfied with the response they can pursue matters with the Defra Fuel Poverty Team, Defra Service Standards Complaints Adjudicator Unit, Defra Ministers or The Parliamentary Ombudsman.

With regards to possible redress/compensation, this will depend on the specifics of each case.