Introduction: We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.

Making a suggestion: Often people feel more comfortable suggesting improvements rather than complaining formally. Anyone receiving services, and their friends or family, may make a suggestion. To do so, please contact with your suggestion.

Making a complaint: We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We also treat all complaints in confidence. We will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain: Anyone affected by the way Company Name provides services can make a complaint. A representative may also complain for an affected person if they have died, cannot make a complaint themselves, or have given consent for the representative to act on their behalf.

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How you can make a complaint: To send a complaint,Please include all your contact details in your email. If you make a complaint by other channels, we will make a written record and send you a copy by email.

Anonymous complaints: We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

How we handle complaints: One of the management team will investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint. We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you. When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with details of the findings, any action we have taken, and our proposals to resolve your complaint.  

Time limits: You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further steps: At any stage during the process, if you are not happy with the way we are dealing with your complaint you can contact our CEO at

*We can provide this policy in other languages or in other formats on request

Why use us

Prioritise the right work and avoid mistakes

Well designed retrofits balance 'fabric improvements' that reduce energy waste, with 'system upgrades' that decarbonise heating and generation.

Wrong choices have consequences. A heat pump retrofit in an inefficient older property is a missed opportunity to invest instead in long term efficiency upgrades.

We simulate the impact of improvements to enable good retrofit decisions

  • Modelling-driven: We use energy modelling to tailor a retrofit roadmap to each home

  • Reliable quotes: We use specs and pricing data to quickly get a reliable quote

  • Verified: Understand available financing, subsidies and carbon credits