Case Study - Guide to Air Source Heat Pumps
Platform is investing in our homes to make them more environmentally friendly and more comfortable. As part of this programme, we are installing air source heat pumps in some homes to replace old inefficient heating systems.
We recognise that heat pumps work very differently to traditional boilers, so we designed a leaflet/guide to try and ensure our customers are able to use the heat pumps easily and effectively. We sought customers feedback on the draft leaflet/guide to find out if the information we were going to be providing was easy to understand.
What we asked
We asked If the content of the leaflet/guide was:
- Easy to understand
- Was there enough information provided
- Were the graphic and images used helpful
- Was there any jargon used or words that needed better explaining
- If customers had any suggestions for improvement
What people told us
A total of 51 customers gave us their feedback by responding to the survey:
96% thought the content of the leaflet is clear and easy to understand
79% thought there is enough information provided in the leaflet
98% feel the images and graphics used in this leaflet helpful and relevant
98% like the design (colour, layout, font size etc.) of the leaflet
What changed - How we improved
Whilst the majority of responses were positive on the draft leaflet/guide, there were some suggestions made:
| What customers said | Feedback, or what we’re investigating or changing: |
|---|---|
| Feels squashed up, fewer but bolder text. | We have edited to reduce the text and allow for better spacing |
| Are they available in large print? | Leaflet will be shared as a PDF online so able to zoom in as needed for readability |
| I feel the contrast of colours (on the graph) is not the best | Colours updated on the graph to make this easier to read |
| Would I have to pay for heating/hot water 24/7? | We have adjusted some wording to try to make this clearer |
| Should say how much your bills cost compared to a normal boiler | Running costs will vary considerably depending on the specific property so it would be unhelpful/potentially misleading to include this |
Thank you to all the customers who provided feedback on this project, it’s very important to us that we get these things right and we couldn’t do it without your help!
If you’d like to share any other feedback, ideas, or suggestions about anything relating to the environment please don’t hesitate to contact us at sustainablefuture@platformhg.com
Victoria Johnsen Sustainability Officer
