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Customer feedback

The section contains information on our customer feedback through our three feedback surveys; After the incident, Safe and Well & Business Fire Safety.

After the Incident

You said.... We responded

Quarter 1 2018-19

You Said We Responded
   

Quarter 2 2018-19

You Said We Responded
Did a good job but totally destroyed my cooker, I wasn’t pleased. Thank you for your comment, we always try to minimise damage to goods or property when dealing with emergency incidents. However, when the source of a fire is either in / or on a cooking appliance, it is difficult to avoid damage to the appliance. If the cooking appliance has been affected by fire, we generally remove it outside to make the property safe.

Quarter 3 2018-19

You Said We Responded
   

Quarter 4 2018-19

You Said We Responded

Very reassuring after I’d put out the fire myself. With my area being quite difficult to access I wonder if regular ‘checks’ would be a good idea?

Thank you for your comment, we don’t routinely check for access issues as this would be too resource intensive, although our crews are aware of areas with restricted access in Derbyshire and plan accordingly. We will also be proactive leafleting any areas whenever we have particular problems with access and do respond to issues raised by the public on a case by case basis. This is also one of the reasons we advise the community to make sure they have working smoke alarms in their homes and that everybody in the home knows how to escape in the event of a fire.

Excellent, very caring, compassionate and very professional. The next day I had a loss assessor knock on the door, I was very upset, how do these ‘ambulance chasers’ know I had a fire? They are preying on vulnerable people.

Thank you for your comment, unfortunately we don’t have an answer as to why this occurred , other than to confirm that as an organisation DFRS do not pass on any details of incidents attended to any 3rd parties including speculative loss adjusters. However, we would always advise occupiers who have suffered a fire loss to contact their own insurance company as soon as possible and follow their advice.

Safe and Well Visits

You said.... We responded

Quarter 1 2019-20

You Said We Responded

I am still not entirely sure how long a battery will continue bleeping on the occasion of a fire?

Response: Thank you for your query, a smoke alarm will continue to sound until the smoke in the compartment has cleared. Even if the smoke alarm is silenced, it will alarm again should there still be smoke in the room affected or in the vicinity of the alarm. In the smoke detectors DFRS fit, there are 10 year batteries sealed into the unit. It is important to remember that smoke alarms should be checked weekly to ensure they are working correctly should a fire occur.

Quarter 2 2019-20

You Said We Responded

I didn’t know about the service, so more advertising would be useful. I think it is a very worthwhile service’

Thank you for your comment, we are pleased you found the visit informative. Unfortunately we aren’t able to advertise the service as we have specific criteria for how to determine risk and prioritise our visits, based on vulnerability of the public we serve. We are always looking at improving our service and as an example an interactive tablet is being developed for Crews with Safe & Well information and an interpreter (via language line) available in 30 languages. This will help crews who serve our most diverse communities gain access and engage with some of the most vulnerable people.

Probably by making it more well known, understandably a time factor but if it prevents fires then this counteracts

Thank you for your comment, we are pleased you found the visit informative. Unfortunately we aren’t able to advertise the service as we have specific criteria for how to determine risk and prioritise our visits, based on vulnerability of the public we serve. We are always looking at improving our service and as an example an interactive tablet is being developed for Crews with Safe & Well information and an interpreter (via language line) available in 30 languages. This will help crews who serve our most diverse communities gain access and engage with some of the most vulnerable people.

Quarter 3 2018-19

You Said We Responded
Let us know in advance when you're likely to call Thank you for your comment, we are pleased to advise that a trial is underway at Long Eaton and Buxton stations to deliver cards to addresses prior to visiting. This informs occupants of when the crews will be in the area and what the purpose of the visits are.
The visit was excellent and very helpful, but it was pure chance that I was both at home and had time for the visit to take place Thank you for your comment and we are pleased you found the visit both excellent and very helpful. We are pleased to advise that following feedback from Crews and Safe & Well Visit customer feedback, from January prevention & response commenced with a 3 month trial of fire crews leaflet dropping the areas they intend to direct engage with the following week. This leaflet will let the residents know when we will be in their area, what a Safe & Well Check entails and also contact details should they not be available on the dates the Crews are in their area. The trial areas / watches are Kingsway Red Watch and Long Eaton Red Watch.
Nothing except to notify beforehand of your visit. The officer was polite and I am impressed with your service Thank you for your comment, we are pleased you were impressed with both the officer and the service. We are pleased to advise that a trial is underway at Long Eaton and Buxton stations to deliver cards to addresses prior to visiting. This informs occupants of when the crews will be in the area and what the purpose of the visits are.
Visit more frequently, as it must be about seven or eight years since my alarms were fitted Thank you for your comment, smoke alarm batteries have a 10 year lifespan, so we would usually only re-visit if circumstances change and the individual falls into a high risk category to warrant visiting on a more frequent basis.
Give the Safe & Well visit more high profile to the general public in the local press. I didn’t know about this until the visit for my smoke alarm. It was very informative for me as an older person, especially the safety advice in case of fire. Thank you Thank you for your comment, we are pleased you found the visit informative. Unfortunately we aren’t able to advertise the service as we have very specific criteria for how to determine risk and prioritise our visits based on vulnerability of the public we serve. We are always looking at improving our service and as an example an interactive tablet is being developed for Crews with Safe & Well information and an interpreter (via language line) available in 30 languages. This will help crews who serve our most diverse communities gain access and engage with some of the most vulnerable people.
By providing information on types of kitchen appliances to avoid i.e. fridge freezers and microwaves with plastic back panels Thank you for your comment, DFRS does not make recommendation on which type of appliance to purchase, only that it should be purchased from a reputable dealer, be well maintained and used in line with the manufacturers recommendations. As a Service we do, however, publish information on product recalls on our website that advise our communities of potential safety issues.

Quarter 4 2018-19

You Said We Responded
Make visits more regularly, or maybe just a call to make sure everything is alright  Thank you for your comment. Unfortunately we aren’t able to visit every property on a regular basis as we have very specific criteria for how to determine risk and prioritise our visits, based on vulnerability of the public we serve. We do ensure people feel safe in their homes, have escape plans, working smoke alarms and also know how to contact us further should they require more assistance.
A yearly visit would be welcome to check the alarms Thank you for your comment. Unfortunately we aren’t able to visit every property on a regular basis as we have very specific criteria for how to determine risk and prioritise our visits, based on vulnerability of the public we serve. We do ensure people feel safe in their homes, have escape plans, working smoke alarms and also know how to contact us further should they require more assistance. 
The officers were extremely courteous and kind. It would have been helpful to have known they were coming in advance of their visit. Having recently been scammed by a company, I am hesitant about dry callers Thank you for your comment and we are pleased you found the visit both excellent and very helpful. We are pleased to advise that following feedback from Crews and Safe & Well Visit customer feedback, from January prevention & response commenced with a 6 month trial of fire crews leaflet dropping the areas they intend to direct engage with the following week. This leaflet will let the residents know when we will be in their area, what a Safe & Well Check entails and also contact details should they not be available on the dates the Crews are in their area. The trial areas are Kingsway, Chesterfield & Long Eaton.
At a time when hackers are having so many successes, I can see no possible justification for the Fire Service needing the date of birth of a member of the public. Please consider omitting such requests, or at least asking for his/her year of birth only Thank you for your comment, this information is given on a voluntary basis and is protected under GDPR Regulations. The details given are used so that in some cases we can signpost people to other services which may be available to them. We do not let 3rd parties have access to our information.
Bring the system into the 21st century, questions on computer tablets, key in answers, data then sent direct to appropriate databases. Speed up, more accurate information Thank you for your comment, DFRS always strive to keep up to date with new technology. We are in the early stages of a trial for tablet devices. This will allow flexible mobile working, something we hope will speed up our process and allow us more time to engage with our community. 
Advertise more to let the public know about the great service you provide Thank you for your comment, we are pleased you found the visit informative. Unfortunately we aren’t able to advertise the service as we have specific criteria for how to determine risk and prioritise our visits, based on vulnerability of the public we serve. We are always looking at improving our service and as an example an interactive tablet is being developed for Crews with Safe & Well information and an interpreter (via language line) available in 30 languages. This will help crews who serve our most diverse communities gain access and engage with some of the most vulnerable people. 

Business Fire Safety

You said.... We responded

Quarter 1 2018-19

You Said We Responded
You could have a named person that visits all businesses in Derby that give advice on how to improve fire safety in order to prevent a fire, especially after the two fires in Derby (Curzon St and Burton Road) and London Grenfell disaster. This aspiration is unachievable within the confines of resources available, however we have just appointed 3 business safety advisors who will take a more proactive role in promoting fire safety compliance within the business community across the county.
Perhaps arrive and work with contracted fire risk assessors, so we do not keep getting conflicting advice. This happens regularly. As the enforcing authority our role is to advise, educate and regulate. It would be inappropriate for us to work with FRAs and then also regulate their work (conflict of interest). Of course FRAs can always ask for advice from us where required as a means to perhaps avoid any conflict when we carry out inspection work.
Annual visit / inspection to ensure procedures are being followed correctly. Annual meeting with the residents of the scheme. Annual visits would go against our adopted methodology of inspecting high risk premises based on their individual risk. Annual inspections would also be onerous both of fire resources and unfair on businesses themselves. With regards to meeting residents, this responsibility lies with the responsible person or persons of the premise as opposed to the FRS as the regulator.

Quarter 2 2018-19

You Said We Responded
By giving reasonable notice of any intended visit, only to ensure that there will be a responsible member of the Board available to assist DFRS have processes in place to provide reasonable notice for inspections in agreement with responsible persons, reasonable notice is defined as up to 5 weeks. Whilst we view this as reasonable notice, the vast majority of inspection dates and times are agreed to take place in less than 5 weeks and to suit the needs of the business, in this instance the visit was made at the request of the occupiers with a date and time agreed locally.
Be sure the secretary is aware if access to the tenants’ property is required. I twice asked if this was the case, so I could give my tenants adequate and legally required notice. On both occasions I was told only the communal areas would be inspected. This proved to be inaccurate In the case of HMO type premises Fire Safety Legislation enforced by DFRS applies to the common parts of the building. If/where further advice is requested beyond this, we will provide advice on a goodwill basis. A letter of confirmation is sent prior to a pre-arranged inspection detailing why the inspection is taking place, what this will entail and what to expect with opportunity to contact the Fire Safety Inspecting Officer if required prior to the visit. The letter that was sent in regards to the visit in question did state this and gave direction as to what other legislation was applicable.

Quarter 3 2018-19

You Said We Responded
The issue with the rear fire escape and Subway was not resolved. The bins still block the fire escape and rubbish accumulates. Thank you for your comment, the visit was in response to a complaint whereby advice and support was given, both on scene and followed up in writing. The responsibility with regards to the management of the premises and cooperation and coordination between premises to achieve fire safety compliance lies with the RP’s i.e. responsible persons who occupy the shops.
I really feel that there needs to be a clear distinction between ‘care homes’ and supported living projects, they are not the same. I agree that the fire procedures are equally important but a home is different to a business premises. Care homes are commercial premises.  Thank you for your comment, the distinction between care homes and supported living can be a complex matter. We utilise guidance and expertise, working with providers in this area. Our overriding priority will always be to ensure that the fire safety provisions in any premise are suitable and sufficient for the premise type and risk.
It made no difference to our visit but other businesses might benefit from an advance checklist of things to have on hand for the visit, to make sure time isn’t wasted trying to search for things on the day, e.g. the fire assessment (which was mentioned in the initial phone call) but also what type and where emergency lighting is etc.  Thank you for your comment, our pre visit documentation does provide information regarding preparation for our visit. However, we do recognise that we interact with a wide range of businesses and premise types and as such cannot write to cover every eventuality.
It would be good for the links in the letter to be sent via email, as I was unable to access them due to it being sent as a PDF document.  Thank you for your comment, wherever possible we look to send our documentation electronically whereby links can be clicked on to access quoted information. If letters are sent by post, any links provided can be typed into search bars to access the related information.

Quarter 4 2018-19

You Said We Responded