At E.ON we’re committed to providing you with the highest standards of energy supply. We have two kinds of standards: Guaranteed Standards where we’ll make a payment when we fail to achieve them, and Overall Standards which are targeted levels of service set by Ofgem.
Please read our On Putting Customers First leaflet for more information on our Standards of Service, how we've performed against them and how much we'll pay you if we fail to keep them.
Codes of Practice
We have a series of Codes of Practice leaflets available which provide useful advice and information about the following areas:
- Handling Complaints
- Visiting Homes
- Customers with Special Needs
- Using Prepayment Meters
- Help with Paying Bills
- Using gas and electricity efficiently
In addition we support the independently audited Code of Practice for Accurate Bills which has been developed by the Energy Retail Association. This Code has been produced to improve billing standards even further so that customers can confidently receive the level of service they expect.
You can download the ERA Code of Practice Booklet (PDF). Alternatively, please call us on 0845 052 0000 and we'll send you a copy through the post.
Guidance for customers on the Code of Practice for Accurate Billing can also be found by downloading Back Billing for Domestic Customers (PDF).
Energy Made Clear
We also support the Confidence Code set up by Consumer Focus, for online switching sites, to ensure that customers have the information they may need when switching energy suppliers.
Further information can be found by downloading the Energy Made Clear leaflet (PDF).
