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 

Q2 2019

679

718

709

769

61%

87%

1st April – 30th June

Q1 2019

872

923

906

958

53%

88%

1st January – 31st March

Q4 2018

785

793

656

663

57%

98%

1st October – 31st December

Q3 2018

592

575

501

487

55%

98%

1st July – 30th September

  Q2 2018

570

509

629

561

45%

97%

1st April – 30th June

  Q1 2018

701

627

752

672

44%

85%

1st January – 31st March

Top 5 complaint reasons for domestic supply complaints

Billing

We have reintroduced regular meter read reminders; we really encourage our customers to provide us with an up to date reading every 3 months to make sure we are billing as accurately as possible.

It can be a shock to receive an unexpectedly large bill, we do all we can to avoid this happening. There are a number of things that can cause a large bill and we are here to help, we can carry out consumption queries, identify faulty meters and get them fixed, offer advice or payment plans if needed. Providing us with regular readings can also help ensure that we are billing for the energy that has been used.

Payments

We'll always notify our customers before we make changes to their Direct Debit amount.

We're continuing analysis on the complaints we receive regarding Direct Debit reviews to make improvements based on root cause and customer feedback.

Customer Service

Complaints regarding customer service cover all aspects of customer interaction with Good Energy, including our online portal and app. We continue to make improvements to both systems to allow all customers to manage their accounts including the launch of our new app this quarter. We have maintained our call wait times and these have been consistent over the last quarter.

Metering

We continue to work closely with our meter operators to increase the number of appointments that go ahead at the first time of asking; where there are delays, we will contact our customers as early as possible to make them aware. We’re still in our pilot phase of the smart meter programme and are looking to roll the out to our customers later this year.

Switching

Sometimes things can go wrong when switching between suppliers; we always want to make sure that transfers happen without delay and will notify customers when things do go wrong to fix them as quickly as possible. We listen to customer feedback we receive to continuously improve the service we offer. 

Annual Complaints Performance: