3.2 - Technical Survey 'eaga required to initiate technical verification checks on installer's quotations for boiler replacement and repairs...'

5% of all boiler replacement quotes are now independently assessed to ensure no over specification occurs.

3.3 - Balanced Scorecard 'Some of the data used to compile the balanced scorecard is incoming information from other eaga departments and is taken at face value and is not always subject to validation prior to inputting on to the scorecard. It is recommended that this process is reviewed...'

DECC has asked White Young Green to further review the current balance scorecard reporting and to suggest any improvements that could add value.

3.4-Inspections 'eaga to provide data to inspectors on materials supplied and work on the Scheme undertaken at properties to be inspected'

Material checks are now carried out on all gas central heating jobs.

3.5 - Customer response team 'The escalation procedure requires further review to ensure all complaints are captured... a review of complaints closure is required'

Eaga's Customer Management Department log all complaints in line with set procedures and an agreed standard definition of complaint. Eaga's escalation process has been streamlined to ensure the highest standards of service recovery are extended to all customers. Stronger relationships with key stakeholders have been developed and continue to be promoted.

3.5 - Customer Response Team (a) 'The issue of third party complaints requires review'

From January 1 2009, eaga's Customer Management Department has captured management information on the number of complaints raised directly with their subcontractors each month. This allows eaga and the Department to have full visibility of the overall levels of satisfaction.

3.5 - Customer Response Team (b) 'a review of closure of complaints is required'

Eaga's Head of Customer Management reviews each closed case on a monthly basis to ensure consistency in closure and drive best practice across the department.