§ David DavisTo ask the Secretary of State for Environment, Food and Rural Affairs (1) what procedures are used to deal with complaints relating to the Warm Front scheme; [154163]
(2) how the Warm Front scheme is administered. [154164]
§ Mr. MorleyWarm Front is administered by two Scheme Managers, Eaga Partnership and Powergen Warm Front Ltd. The Scheme Managers are responsible for all day to day aspects of running Warm Front including marketing the scheme, processing applications and the appointment and management of installers.
As part of their role both Scheme Managers have in place procedures to handle complaints about Warm Front. Complaints should be acknowledged in writing within four working days of receipt and a written response provided within ten working days. In cases where it is not possible to adhere to these deadlines Scheme Managers are required to update the complainant with progress every ten working days.
The Department reviews the number of complaints received and time taken to deal with complaints as part of their regular monitoring of the Scheme Manager's performance.
In addition, the Department has its own complaints procedure.