If you have any questions feel free to give us a call on 0845 456 1640.
How we read your meter
Good Energy has arranged for meter readers to be contracted in each region to read its customers meters. These meter readers are usually from the same organisation that own the local wires that connect customers homes and businesses to the national grid network.
Who to call if you have a power cut
A power cut is usually caused by a fault in the electricity wires supplying your region. If you experience a power cut there is a number on the top right hand corner of your bill that you should ring and report any power cuts. Alternatively, visit our emergency numbers page to find the correct number for your region.
Why there are different regional charges
Good Energy prices reflect the cost of supplying 100% renewable electricity to homes and businesses across the UK. In each region in the UK there are different costs for using the “wires” to supply electricity to people’s homes. These different costs are reflected in the price that Good Energy charges. The costs that Good Energy pays for using the ‘wires’ and the service it receives is no different from any other supplier.
Why we need to charge more
Renewable electricity is a new technology and has only really been developed over the past 10 years in the UK. As it is a new technology it is currently more expensive to supply electricity from renewable technologies than from conventional fossil fuels. Good Energy charges its customers the additional cost it has to pay to supply its renewable energy product.
Future developments
Good Energy has been considering the supply of gas to customers. It has been investigating the possibilities for an environmental gas product. It is still working on this and considering the issues related to supplying gas. If you have any comments on an environmental gas product please email contact@goodenergy.co.uk
Complaints
Since October 2008, the gas and electricity market regulator, Ofgem, introduced new Complaint Handling Regulations (http://www.opsi.gov.uk/si/si2008/uksi_20081898_en_1) to apply uniform standards to the way customer complaints are managed and reported by gas and electricity suppliers.
Here at Good Energy we aim to provide our customers with the best service possible. During 2009 we introduced a new customer management system, produced new helpful guides for our customers and have introduced a Customer Care Academy which ensures our team get the best training possible so they can offer the best service available.
Between 1st October 2008 and 30th September 2009, Good Energy received over 100,000 contacts from our customers. Generally our customers are very happy with the service that we provide, and there were just 223 complaints which we were unable to resolve the same day or the next working day after the complaint was received. That’s less than a quarter of a percent of our total customer contacts.
Good Energy is proud of the service we provide, but we accept that we don’t always get it right first time. If we have made a mistake, please let us know - we want to make things right and use it as an opportunity to learn. To find out how we deal with, or to make a complaint, please download our Complaints Code of Practice . If you’d like to receive a hard copy, call us on 0845 456 1640.
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For clear, practical consumer advice you can contact Consumer Direct on 08454 04 05 06 or visit www.consumerdirect.gov.uk.
If you have any further questions about how the supply works take a look here.
