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 2016 

527

416

598

472

47%

86%

1st October - 31st December

Q3 2016 

585

569

697

677

29%

81%

1st July - 30th September

Q2 2016 

1056

1026

1088

1057

45%

87%

1st April - 30th June 

Q1 2016

1233

1118

1170

1274

45%

91%

1st January - 31st March

Q4 2015

1033

1003

967

940

59%

93%

1st October - 31st December

 

Top 5 complaint reasons for domestic supply complaints

Complaint Reasons

What are we doing to improve

Disputed balance

 

 

We’ve been looking at new ways we can help our customers and avoid these complaints from happening. The first step has been implementing a new smarter Customer Service System which will enable us to spot issues sooner. Should a balance be disputed we are also on hand to help our customers understand how the balance has accrued through consumption queries and faulty meter identification. We also support our customers through this time by offering advice and payment plans when needed.

Metering

Metering can be complex and a number of things can go wrong. We do try to fix problems as soon as possible wherever we can. We understand how frustrating it is when occasionally meter appointments we’ve arranged for customers are cancelled at the last minute. Like all suppliers, if this happens we’ll compensate in line with guaranteed standards of service. We’re working really closely with our engineers to ensure we are setting the right expectations and avoiding missed appointments wherever possible.

Customer Service

Giving our customers an excellent customer experience is at the heart of everything we do and it’s really disappointing when we get things wrong. We’ve just launched a new Customer Information System that will allow us to carry out key processes more efficiently for our customers.  We’re recruiting more people to join our team so that we’ve always got people on hand to answer calls and emails when our customers need us to.

Debt recovery

This will always be a sensitive topic, that’s why it’s really important that we treat each case on an individual basis. We have a number of options that we offer customers based on their own situation. We can provide help through payment plans or by signposting them to other organizations that offer financial help and support.

Online offering

 

 

We know that we’ve had issues with our on-line service. We recognise that the ability to self-serve and manage accounts online is vital for our customers. We’ll be launching a new online service in early 2017 that incorporates the functionality you told us you wanted, giving our customers a better online solution.

Annual Complaints Performance 

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