Date: July 2026

You were recently offered energy advice, by phone or a home visit, by an energy advisor from the Centre for Sustainable Energy (CSE). We’d like to hear about your experience through a short feedback survey. Your answers will help us understand whether the support made a difference, what worked well, and what we could do better.

What is the survey for?

We want to understand:

• Whether the support helped you feel more confident managing your energy and your bills.
• How you found the service, and whether you felt listened to.
• What difference the support made to your wellbeing.
• What we could improve.

Your feedback helps us improve the service and give feedback to the organisations that fund it.

What’s involved?

The survey short and should only take 5-10 minutes to complete. Most questions are multiple choice, with one box where you can add anything you’d like to tell us.

As a thank you, you can choose to enter a prize draw to win £300 in shopping vouchers. At the end of the survey, we may also invite you to take part in a short follow-up interview – a 20-minute phone call, for which you would receive a £30 shopping voucher. Both are optional, and you can say no to either.

We offer shopping vouchers instead of cash because for some people, receipt of cash can cause complications with benefits claims, Universal Credit, or self-employment declarations. To be fair to everyone, we offer shopping vouchers to all.

Is taking part voluntary?

Yes, completely. You can:

• Skip any question you’d prefer not to answer.
• Take a break, or stop at any time.
• Ask us to remove your responses within 2 weeks of completing the survey.

Choosing not to take part will not affect any support you receive now or in the future.

Will my responses be anonymous?

Your responses will be treated confidentially. We ask for your name so we can link your feedback to the correct service within CSE. If you enter the prize draw or agree to an interview, we also use the contact details you provide for those purposes only.

Only the research team can see your name and contact details, and we will not share them outside the team unless you raise a serious concern that we need to follow up on. You will not be identified in any reports or outputs from this research – findings are only ever reported in anonymised form.

How will my responses be used?

Your responses will be used to:

• Understand whether the support helped you.
• Improve our service to you.
• Show our funders the difference our service makes.

Our research team reviews responses as they come in, so that if something needs attention we can respond quickly. If you raise something urgent, we may contact you about it.

What information will you collect?

We will collect the following information:

• Your name,
• Your survey responses, and
• If you choose to enter the prize draw or take part in an interview, your phone number or email address.

We will not collect personal or sensitive information that isn’t needed for the evaluation.

How will my information be stored?

All information is stored securely by CSE, in line with UK GDPR and the Data Protection Act 2018. Only the research team can access responses that include your name or contact details. Anonymised data may be kept for use in future research that can benefit UK communities.

Questions or concerns

If you’d like to ask anything before or after taking part, please email one of the evaluation team: Richard Saunders or Emily Cox.