Complaint report data - information and figures about our complaints

We work hard to stop things going wrong so you don’t have to get in touch with us. But we know we’re not perfect, so if something’s not right, it's important we fix it as soon as we can.

Ofgem, our industry regulator, says we must:

  • Publish our complaints procedure and make the process for handling complaints clear and straight forward
  • Follow our process every time:
  • Make sure you know what the process is, and where you are in it, from the time you first make a complaint to when we resolve it.

Complaints reporting in April to June 2018

The number of complaints we received

The number of complaints has decreased by 14,214 from 163,750 in quarter 1 of 2018 to 149,536 in quarter 2 of 2018. This is 13,753 complaints higher than in the same quarter of 2017 when we received 135,783 complaints.

Complaints we were able to fix before the end of the next working day and within eight weeks

The percentage of complaints resolved by the end of the next working day has slightly improved since last quarter from 68.88% to 69.19%. The percentage of complaints we resolve within 8 weeks has decreased slightly from 93.74% to 93.48% this quarter. We’re committed to do whatever we can to resolve complaints as quickly as possible. We aim to make sure that we fully fix the issue once and for all, to prevent our customers having to complain about the same problem again.

What should I do if I want to complain to E.ON?

We have a clear process for handling complaints. The first step is to contact us and let us know you’re dissatisfied. It’s important that you let us know about what’s gone wrong so we have a chance to fix it for you.

For more information on how we manage complaints and what you can expect from us when you have a complaint, read our complaints handling procedure.

What are we doing to improve complaints?

Putting customer service at the heart of what we do

We’ve worked hard to improve our service for our customers, resulting in wait times improving to within an average of 2 minutes throughout April and May

To help drive further improvements to our customer service we’ve introduced a new improved customer contact platform, making things easier for our customers when they contact us. It’s designed to provide a seamless experience whether customers choose to contact us by telephone, computer, iPad, or mobile phone

Service stabilisation continues to be a key focus, as we saw call wait times increase again in June. This was due to a number of system and website issues which temporarily impacted the service we were able to give our customers

Bills and letters

We focus on getting bills and letters right for our customers and are proud to have maintained a silver rating for the third year running in the 2018 Billing Code independant Audit.

We’ve not only maintained our silver status, but have made considerable progress since last year’s audit by improving in a number of aspects.

Payments

In Quarter 2 many customers went through a Direct Debit review. Adverse weather conditions, such as “the beast from the East”, resulted in some customers using more energy than expected this year.

It is a key focus for us to work with customers, agree affordable and sustainable payment arrangements and help minimise the impact of these higher bills.

We offer a wide range of payment options, including Direct Debit, Prepayment and Smart Pay as You Go so that customers can pay by a method which is easiest for them. Advisors are trained on how to offer fair payment arrangements to customers who can’t afford to pay. If anyone is having difficulty making payments, we advise them to get in touch as soon as possible so that we can help.

The E.ON Energy Fund can help the most vulnerable customers who are struggling to pay for their energy. It can provide assistance in the payment of energy bill arrears, as well as the purchase and replacement of household items such as cookers, fridges, fridge-freezers and washing machines or gas boilers. Customers can also apply for a number of online courses to support them in managing their finances, staying out of debt, earning a qualification and, if needed, getting back into work. There are eligibility criteria to meet before applying.

You can apply either online at www.eonenergy.com/for-your-home/saving-energy/need-little-extra-help/energy-fund or by calling 0330 380 1090, where you can request that we send you a form by post or apply directly over the phone.

If you are an E.ON customer and you or a member of your household receives income based benefits, you may be eligible to claim from the E.ON Energy Fund. You will need to receive or match one or more of the following for a claim to be considered:

  • Pension Credit
  • A means tested Council Tax reduction
  • Child Tax Credits (or the Universal Credit Equivalent) with a total household income of or less than £16,190
  • Income Related Employment and Support Allowance, Income Support, or Income Based Jobseekers Allowance
  • Working Tax Credits with a household income of or less than £16,190
  • Universal Credit – so long as you’re not in work or self-employed
  • Be confirmed as being terminally ill by a Doctor or Consultant
  • Have a serious or terminal illness which can be confirmed by a letter from a Doctor or Medical Practitioner
  • Have been referred to the fund by a health professional
  • Your total gross annual household income of £16,190 or less

Helping customers be more energy efficient is key to keeping bills and payments affordable. Under the ECO scheme, eligible customers who own or privately rent their properties, can apply for funding for a replacement gas boiler. This means that if their boiler is broken or faulty, they can apply for a brand new A-rated boiler for a fraction of the regular price.

Metering

We’re continuing our smart meter roll out and have now installed over 1 million smart meters, giving our customers better control over their energy use and helping make estimated energy bills a thing of the past.

Sales and Renewals

We’ve launched new tariffs to give our customers more choice on the prices they pay.