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 

   Q1 2018

701

627

752

672

44%

85%

1st January – 31st March

Q4 2017

822

716

886

771

42%

93%

1st October - 31st December

Q3 2017

792

695

883

775

34%

84%

1st July - 30th September

Q2 2017 

1111

1014

1062

969

43%

94%

1st April - 30th June

Q1 2017

920

841

849

777

55%

97%

1st January - 31st March

 

Top 5 complaint reasons for domestic supply complaints

Reason for complaint

What we are doing to improve

Billing

 

 

We introduced a new process focused entirely on ensuring timely and accurate billing. Where there are longer delays than we would expect we continue to work with our customers to offer suitable payment plans.

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've manually reviewed and adjusted a large number of customer Direct Debits to ensure these are accurate, and continue to monitor our automated Direct Debit reviews. 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 of these systems to allow all customers to manage their accounts.

We've completed additional training with our Customer Care team to enable them to resolve more customer queries whilst on the phone.

Metering

We are aware there is a shortage across the industry for Economy 7 and Economy 10 meters which is affecting our customers and we've also been impacted by a shortage of engineer availability, which was worsened by the severe weather we experienced.

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.

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: 

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