Eaga plc records and monitors all complaints received about the scheme on DECC's behalf. They have recorded upheld complaints representing 0.5 per cent. of their clients. The recent NAO report recorded 5-6 per cent. dissatisfaction with the scheme.
Since the beginning of the current phase of Warm Front in 2005, 441 complaints have been registered in Essex. Of this number, 142 were upheld.
The Department has now put in place mechanisms to record complaints received directly, though robust data are not yet available.