Our complaints performance

If you ever raise an issue with us, we’ll not only work hard to get to the bottom of it – we’ll also keep a close (and constant) eye on the progress we’re making.

We regularly check how our complaints are doing – and publish our findings both quarterly and annually. That way, we can make sure we’re responding swiftly, really understand our strengths, and spot opportunities to make the process even better. 

Our results show we’re able to resolve most complaints quickly. But, very occasionally, we come across an issue that’s particularly complex. That means involving others, such as metering agents or suppliers, which can take a bit more time.

To see how we’re doing, take a look at the tables below.

Our performance over the last five quarters

The number of complaints we’ve received and resolved can be seen in the tables below.

Quarter

Number of Complaints received

Number of complaints received per 100,000 customers

Number of complaints resolved

Number of complaints resolved per 100,000 customers

% resolved at day +1 

% resolved at eight weeks 

Q4 2020

1232

1479

1106

1328

53%

85%

1st October – 31st December

Q3 2020

825

970

807

949

56%

83%

1st July – 30th September

Q2 2020

1005

1145

952

1084

61%

83%

1st April – 30th June

Q1 2020

823

752

810

883

64%

95%

1st January – 31st March

Q4 2019

790

860

797

867

66%

92%

1st October – 31st December

Q3 2019

703

742

719

759

67%

92%

1st July – 30th September

Q2 2019

679

732

709

769

61%

87%

1st April – 30th June

Q1 2019

872

923

906

958

53%

88%

1st January – 31st March

Top 5 complaint reasons for domestic supply complaints

Billing

We made some changes to our Billing System in 2020.  The main reason we’ve made these changes is to help more customers only pay for the energy they use and make our supply chain more sustainable.  The changes we’ve made in the background also allow us to offer a completely paper free service. Sending communications by email is another small way we can help reduce our carbon footprint, so we believe it’s the right thing to do where possible.  However, we recognise the changes we have made will not suit all of our customers.

We understand that it can be a shock to receive an unexpectedly large bill and do all we can to avoid this happening, such as asking customers to submit monthly meter readings. There are a number of things that can cause a large bill, and we encourage customers to contact us if they’re concerned.  We can support by reviewing trends in consumption, identify potential meter issues and get them fixed, or offer advice or repayment plans if needed.  Providing us with regular readings can also help make sure that you receive accurate bills and aren’t building up a debt.

Payments

We always notify our customers before changing their Direct Debit amount.

We’re continuing to analyse the complaints we receive about Direct Debit reviews so that we can make improvements based on root cause and customer feedback.

We work hard to support any customer struggling to pay their bills. While the majority of customers that find themselves with an outstanding balance on their account engage with the support we offer, unfortunately some don’t. We have enlisted the help of a third-party collections agency to work with this small portion of customers to clear their outstanding balances.

Customer Service

Complaints about customer service cover all aspects of customer interaction with Good Energy, including our online portal and app. We’re constantly improving our systems to enable all customers to manage their accounts in a way that works for them.  We have maintained our below industry average call wait times over the last quarter. Our people are at the foundation of excellent customer service, so we continue to invest in them by providing training and coaching.

Metering

We’re working closely with our meter operators to increase the number of meter read, maintenance or exchange appointments that go ahead at the first time of asking. However, appointments have been impacted by the Covid-19 Pandemic.  Where there are delays, we aim to contact our customers as early as possible to make them aware.  The pilot phase of our smart meter programme had paused during the lockdown period of the Covid-19 Pandemic but as restrictions continue to be lifted, we are currently planning a wider roll out to our customers.

Switching

Sometimes things can go wrong when switching between suppliers. We always strive to make sure that transfers happen on time and have continued to perform well in this area. But delays can sometimes happen. If this is the case, we notify customers about what’s gone wrong and work to fix things as quickly as possible. We listen to customer feedback we receive to make sure we can keep improving the service we offer.

Annual Complaints Performance: