Our approach

Around five million people get their electricity and gas from us at home and at work – making us one of the UK’s biggest energy suppliers.

Our vision is to become our customers’ trusted energy partner. That means putting customers at the heart of everything we do, listening to what they tell us and going the extra mile to help them. We know that energy prices have increased over recent years and that bills and tariffs have been too complicated. As a result, we lost the trust of some of our customers. Now, more than ever, we need to regain that trust and ensure we do things right.

For our customers, doing the right things right means they can rely on us to be genuinely helpful and to provide a high-quality service. They want to trust that we act fairly and honestly and that we’ll work with them to reduce their energy usage. And they want to know that we’re continuing to develop low carbon energy solutions and having a positive impact on the communities where we work.

By meeting our standards of service and working hard for our customers, we believe we can gain their trust and loyalty.

We're on a journey, but we believe we’re heading in the right direction. We’re never complacent, and we’re always looking for new ways to improve our service. It’s part of what makes us tick.