Customer satisfaction results for the Energy Saving Trust: EIR release

Information requested

I am looking for information relating to the Energy Saving Trust, specifically the grants and loans department. I recently have used the service, [REDACTED] and was asked to complete a satisfaction survey.

I have asked for the results of this survey over a period of time to measure if the department is carrying on regardless or taking a more proactive system of listening and adapting to their customers needs.

Specifically I am looking for the cumulative results over a period of 4 years, 2021, 2022, 2023 and 2024 that I can track the satisfaction that tells me the % level of satisfaction and the linear progress over this time frame.

Your request also included some personal information including your Home Energy Scotland Grant and Loan Scheme reference number which has been redacted.

Response

As the information you have requested is ‘environmental information’ for the purposes of the Environmental Information (Scotland) Regulations 2004 (EIRs), we are required to deal with your request under those Regulations. We are applying the exemption at section 39(2) of the Freedom of Information (Scotland) Act 2002 (FOISA), so that we do not also have to deal with your request under FOISA.

This exemption is subject to the ‘public interest test’. Therefore, taking account of all the circumstances of this case, we have considered if the public interest in disclosing the information outweighs the public interest in applying the exemption. We have found that, on balance, the public interest lies in favour of upholding the exemption, because there is no public interest in dealing with the same request under two different regimes. This is essentially a technical point and has no material effect on the outcome of your request.

Table 1 shows monthly customer satisfaction scores for all Heat in Buildings grant and loan schemes managed by the Energy Saving Trust (EST) under the legacy ‘Management of Energy Efficiency Loan & Grants Scheme contract’ and covers the period requested up to January 2024. The Home Energy Scotland (HES) Grant and Loan Scheme (introduced in December 2022) and the predecessor HES Loan and Cash back scheme make up the vast majority of these responses.

Table 1: Management of Energy efficiency Loan & Grants Scheme Contract Customer Satisfaction Scores (August 2021 - Dec 2024)

	Result
Month	2021	2022	2023	2024
Jan	87%	69%	67%	69%
Feb	85%	56%	72%
Mar	84%	70%	60%
Apr	81%	73%	73%
May	81%	56%	70%
Jun	72%	63%	74%
Jul	84%	56%	68%
Aug	85%	65%	66%
Sep	82%	59%	70%
Oct	86%	62%	65%
Nov	73%	65%	62%
Dec	75%	71%	65%

Table 2 shows customer satisfaction scores for all Heat in Buildings grant and loan schemes managed by the EST under the ‘Financial Administration and Management of Scottish Government’s Heat and Energy Efficiency Grants and Loans Schemes’ contract. The figures provided cover the period February 2024 to December 2024. The HES Grant and Loan Scheme makes up the vast majority of these responses.

Table 2: Financial Administration and Management of Scottish Government’s Heat and Energy Efficiency Grants and Loans Schemes Contract Customer Satisfaction Scores (Feb 2024 - Dec 2024)

	Result
Month	2024
Jan	-
Feb	66%
Mar	81%
Apr	75%
May	76%
Jun	76%
Jul	80%
Aug	78%
Sep	80%
Oct	80%
Nov	78%
Dec	85%

It should be noted that the methodology to calculate customer satisfaction was changed under the new contract with scoring on how likely a respondent is to recommend a scheme to friends, family and colleagues also taken into account. This means that the customer satisfaction scores between the two contracts are not directly comparable.

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The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.