Our Complaints performance
At Good Energy we’re really proud of our customer service, but we understand that sometimes things go wrong. When this happens, we work really hard to put things right as quickly as possible, by following three important steps:
1. Preventing them from happening – we keep complaints low by giving great service and keeping customer accounts healthy behind the scenes
2. If a complaint happens, we want to resolve it quickly, ideally by the end of the next working day.
3. Where this isn’t possible, we work closely with customers to resolve the complaint without you needing to escalate it further, ie to the Energy Ombudsman or Citizens Advice bureau.
Our performance last quarter
The number of complaints we’ve received and resolved can be seen in the table below, as complaints per 100,000 customers. Please note, this table includes all complaints raised and all customers across our core products: electricity, gas and Feed-in-Tariff. This gives a full and clear representation of our complaints performance.
| Quarter | Number of complaints recieved | Number of complaints received per 100,000 customers | Number of complaints resolved | Number of complaints resolved per 100,000 customers | % resolved on day +1 | % resolved at 8 weeks |
| Q4 2024 1 Oct to 31 Dec | 935 | 703 | 961 | 723 | 70% | 99% |
Our performance over the last five quarters
Good Energy’s customer base includes a large group of homes and businesses that we administer Feed in Tariff payments for, which we have included within our customer base in the first table above.
However, as required for reporting to Ofgem, the table below shows the complaints we have received in all product areas (electricity, gas, Feed-in-Tariff) over the past 5 quarters, but is calculated without including our Feed-in-Tariff customers.
For this reason we believe the table above provides more accurate and transparent information on how well we manage our compliants.
| 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 (discluding our FIT customer base) | % Resolved at day +1 | Number of complaints resolved at eight weeks |
| Q1 2025 1st Jan – 31 Mar | 848 | 1060 | 835 | 1044 | 68% | 94% |
| Q4 2024 1st Oct to 31st Dec | 935 | 1213 | 961 | 1247 | 70% | 99% |
| Q3 2024 1st July to 30th Sep | 1000 | 1301 | 1035 | 1346 | 65% | 99% |
| Q2 2024 1st Apr – 30th June | 1079 | 1383 | 1139 | 1460 | 62% | 99% |
| Q1 2024 1st Jan – 31 Mar | 1444 | 1839 | 1382 | 1760 | 60% | 93% |
Top 5 complaint reasons for domestic supply complaints
| Billing | When it comes to your energy account – getting regular, accurate and clear bills is understandably your top priority. To help us deliver this we ask for regular meter readings, as this is the best way to keep bills accurate. We regularly identify accounts that we haven’t sent a bill to recently and take proactive steps to get that bill sent out as soon as possible, as well as ensuring that we’re adhering to all industry regulations when it comes to billing. More recently we’ve made improvements to the way we estimate meter readings on accounts where we don’t have an actual meter reading and are always reviewing our customer contact to see how we can improve in the future. |
| Feed In Tariff | We’re really pleased to support over 55,000 generators (one of the highest in the energy industry) and work hard to ensure that each one of those generators receives a generation payment from Ofgem every 3 months. Sometimes this goes wrong and feed in tariff complaints can cover anything from a missing quarterly payment, difficulties with changing ownership, problems switching to another supplier or successfully verifying a generation meter in line with Ofgem requirements. Improvements to our online portal & mobile app mean it’s much easier to change ownership of a Feed in Tariff account when you move home, switch to another supplier or give feed in tariff meter readings (as you now get instant confirmation if the reading has been accepted). Further safeguards in our change of ownership & switching processes are in place to stop things falling through the net. We’ve also made significant improvements when it comes to helping you verify your generation meter, which can now be done by photo rather than site visit. We’re not stopping there and have further planned improvements to meter reading submission & meter verification. |
| Customer Service | Complaints about customer service cover all aspects of your interaction with Good Energy. Our commitment to great service is demonstrated through our 5* TrustPilot rating, but we do know that occasionally things don’t go to plan. When this happens, we work our hardest to put things right. We support our new Clean Energy Specialists through a 16 week induction programme and follow up with regular training & briefings to ensure that they remain highly knowledgeable & capable. We also have a great set of knowledge articles to help them provide accurate information to you. Development of our online app & portal have been one of Good Energy’s top priorities and this continues to be the case, with further improvements and new functionality planned for 2025. |
| Payments | However you pay your bills, we’re committed to making things as straight forward as they can be for you. Direct Debit is the most effective & cheapest way to pay – once you’re set up, every time we receive a meter reading, we review whether you’re paying the right amount and let you know if the amount you’re paying needs to change. We’re flexible though and understand that individual circumstances need to be taken into account and always do our best to understand what you need and come to an agreeable amount. |
| Metering | Having a working meter is absolutely essential to having a healthy energy account. We’ve offered SMART meters to all of our customers and have installed over 54,400 meters now, with 49k currently on supply and over 92% of those SMART meters are working really well. Occasionally things can go wrong such as an installation appointment not happening when it should, the SMART meter not sending us meter readings automatically or the in home display not working as it should. We have a team of SMART Specialists dedicated to resolving these problems proactively and have set ourselves some tough targets to keep improving in this area. |
Our third party complaints performance
If we can’t resolve a complaint to your satisfaction, you can approach the Energy Ombudsman or the Citizens Advice Bureau.
The Citizens Advice Bureau is a free, confidential and impartial advice service who can help. Our latest Citizens Advice Bureau rating shows us to be 4* rated for complaints – which is the best out of all domestic energy suppliers.