Our six-month Reset Review took place from January to June 2012. It introduced key business changes needed to help us become our customers trusted energy partner.
We said from the beginning of our Reset Review that we weren’t going to change our business overnight.
We want to make sure that we are making the right changes for the long-term, creating a business that is simple, open and transparently fair. In order to do that we want to hear from our customers and colleagues, as well as external experts like Which? and Consumer Focus and make sure that we are responding to the points that are raised.
But where we can make changes today, we certainly will. We’ll keep you updated on the changes that we are making, and the people that we are talking to. And hopefully you’ll soon start noticing these changes yourself too.
Our progress so far:
23 October 2012
We launched E.ON Open House, our new shop on Nottingham's high street.
27 September 2012
Our Reset Review has put customers at the very heart of our business - not just in words, but through our actions. We believe that our direction is right for our customers and now we’re building on our initial progress and driving further real improvement in how we help our customers.
When it comes to getting our best deal for you we believe in making things nice and simple. so, we’ve reduced our tariffs down to a choice of no more than five that we’ve made quick and easy to compare. This includes some brand new products that come with great rewards.
You can choose to take these rewards as money off your energy bills throughout the year, or you can take them as Clubcard points instead. Every £10 in E.ON rewards equals 1000 Clubcard points, and the best bit is, that could be worth up to £40 to spend on Clubcard rewards. Simply exchange your Clubcard vouchers for days out, restaurants, cinema tickets and even holidays!
Take a look at our plans and find our best deal for you.
4 July 2012
We’ve come to the end of our six month review. Thank you to all those who have shared their views with us. Please take a look at the changes we’ve made and those we plan to make, you can also read our press release.
But the changes don’t end here. We know that we’ve got more work to do which is why we are keeping our independent Customer Council and we still want to hear from you via our YourSay panel.
30 May 2012
We announced that we have started the move from 0845 to 0345. We want to make it easier for customers to contact us and our new 0345 numbers are local rate, meaning that customers pay less if they need to speak to us, regardless of whether they use a landline or mobile. We’re keeping the old numbers active for the moment but customers will start seeing the new numbers on their bills and letters.
Improving our complaints handling process is a key focus for us. In order to better understand why some complaints take longer than we would like to resolve, we’ve decided to hold regular customer complaints forums. Here senior representatives from E.ON will hear directly from customers and learn how their complaint could have been better handled, and why they needed to complain in the first place. "We’ll use this information to further improve the way we handle customer complaints".
23 May 2012
In our fifth independent Customer Council meeting council members talked about how we could better support our small business customers and particularly looked at improving how we help customers to renew their energy contracts. The Council also discussed plans to improve the accuracy of the bills which we send to customers.
18 May 2012
We believe our job is to help customers to control their energy bills. We have to get the basics right, like making sure customers understand their tariffs and know what to do to get an accurate bill, but we can also help customers reduce the amount of energy they use by helping them to become more energy efficient. In order to make this clear to customers, we’ve published basic energy efficiency tips on our website and any customer can speak to our specialist customer service team if they would like help our help with becoming more efficient.
14 May 2012
We’ve promised to protect our home energy customers by not raising their prices in 2012. Only customers coming to the end of a fixed term deal will see a change in their prices this year. We know that many customers are concerned about the price that they pay for energy and so we were pleased to give customers the reassurance that we won’t be increasing prices. We believe in acting fairly, which means cutting prices when we can and never raising prices unless absolutely necessary.
24 April 2012
We’ve launched a new sales charter which we’ll give to everyone that we talk to about switching to E.ON, whether it's face to face, on the phone, or at a venue or event. Our charters explain what will happen next if they have decided to switch to E.ON and what to do if they have any concerns about the conversation that they had with one of our energy consultants.
23 April 2012
Our independent Customer Council held its fourth meeting and looked at plans to redesign and simplify our bills. They also asked questions about our sales channels and the processes we have in place to make sure that customers fully understand what they have signed up to and what will happen next as they switch their energy supply to us.
23 April 2012
We’ve announced a series of changes which we’ve already made for our small businesses customers as part of our Reset Review. This includes introducing a Code of Conduct for our business energy brokers and introducing a 3 year billing code. You can find out about all the changes, and those to come.
18 April 2012
We’ve just passed the midway point of our Reset Review. To mark this we have provided a comprehensive update to show how our Reset Review has already led to improvements to the way we help our customers. And there is much more to come. Take a look at our update to find out more.
10 April 2012
We’ve announced that we’ll participate in the Big Switch, but we’ll be sticking to the principles that we’ve developed as part of our Reset Review. If we win the auction, we’ll make our winning tariff available to all our customers.
2 April 2012
We believe that all of our customers should be able to get the best deal for them, no matter how they choose to switch to us. We’ve made changes so all our products are now available to all customers, across all our channels.
26 March 2012
At our third independent Customer Council meeting, council members looked at our response to Ofgem’s Retail Market Review and talked about the changes that we should make in the short term to improve the products we offer to our customers
22 March 2012
We think information about complaints can help you choose between suppliers or see how your supplier ranks compared to the others. We’re therefore publishing a complaints report four times a year so that customers can see the number of complaints we’re getting and what we’re doing about them.
We know that we have still got some work to do to improve our complaints handling process but we want to be open about the numbers at the moment and for customers to judge us by the improvements we make.
15 March 2012
Following our announcement on profits across the E.ON Group, we’ve published more information about what makes up your energy bill and how we use the profits that we make in the UK.
27 February 2012
27 February 2012
We’ve announced that we’ve reduced the number of tariffs we offer by a quarter to make choosing a tariff simpler for customers.
22 February 2012
Our Customer Council met for the second time and discussed the tariffs that we offer, how we can share more information with customers, improving our bills and how we help our more vulnerable customers.
10 February 2012
We’ve simplified our website to make it easier for customers to view our tariffs and to see what best suits their needs.
7 February 2012
We’ve made changes to our Direct Debit policy so that customers who join us from July onwards have more time to get their Direct Debit accounts into balance. We won’t be requiring them to get their accounts to zero this spring and instead their payments will be calculated over a period of up to 23 months.
7 February 2012
We held a roundtable with external stakeholders on our vulnerable customers workstream, including Action for Children, the RNIB and Citizens Advice. We talked about how we can get better at identifying when a customer needs extra help from us. Find out more about what we discussed.
30 January 2012
We held the first meeting of our independent Customer Council. Council members wanted to hear what we were doing on promotional discounts, improving our website, being clearer about our Direct Debit policy and reviewing our sales channels.
26 January 2012
We spoke to consumer groups including Which? and Consumer Focus, and charities such as Age UK to test our initial thinking on changes to our tariffs. Find out what they had to say (PDF).
16 January 2012
We’ve ended all “off walk book” sales activity, which means that all our doorstep sales are now made using customer intelligence so that we can be sure that we are not knocking on the door of anyone who has told us that they don’t want to be contacted this way.