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 Quarter 3, 2018

The number of complaints

The number of complaints has increased by 4,981 from 149,536 in quarter 2 of 2018 to 154,517 in quarter 3 of 2018. This is 2,219 complaints lower than in the same quarter of 2017 when we received 156,736 complaints.

We changed how we categorise our complaints from July 2018 which is why our top five reasons are now different.

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 increased since last quarter from 69.19% to 77.59%. The percentage of complaints we resolve within 8 weeks has increased slightly from 93.48% to 94.97% this quarter. We’re committed to doing whatever we can to resolve complaints as quickly as possible. We aim to make sure that we fully fix the issue, 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 our complaints performance?

Putting customer service at the heart of what we do

In July 2018, we made changes to the way we categorise our complaints. One of the changes is that complaints made around the wording of our letters as well as our systems are now included in the customer service category, where these were previously recorded under the same category as billing complaints. This has resulted in an increase in the number of complaints recorded under the customer service category and a reduction in the number of complaints under the billing category.

Service stabilisation continues to be a key focus in Q3. In order to protect customer experience as much possible, at busy times we have temporarily extended our opening hours within our contact centres to give customers more flexibility around when they contact us.

Were also continuing to expand our email and live chat teams, giving customers alternative routes to contact us when our phone lines are busy.

Bills and Meter Readings

We are focusing on providing accurate bills for customers where we have been unsuccessful in obtaining meter readings for some time.

Our smart meter roll out also continues to support us getting bills right for our customers. We’ve currently installed over 1 million smart meters. Giving our customers better control of their energy use and helping make estimated energy bills a thing of the past.

Payments

We’ve made improvements to our systems this quarter; making it easier for colleagues to give our customers the right information when changing their payment method

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

We offer a wide range of payment options, including Direct Debit, Prepayment and Smart Pay as You Go so that customers can choose to pay by the method which is easiest and most suitable for them. Advisors are trained how to have the right conversations to understand a customers financial situation and offer fair payment arrangements to customers who are experiencing payment difficulties. If a customer is concerned about their ability to make payments, we advise them to get in touch as soon as possible so that we can help.

The E.ON Energy Fund can help our 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, which are listed below.

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,

My prices

We have continued to launch new tariffs to give our customers more choice on the prices they pay and allow them to choose a tariff that matches their lifestyle and personal values.

To support our customers who prefer to communicate by letter, we have streamlined the switching by post process, ensuring customers who use this method can choose and switch to the right tariff for them, as swiftly as possible. .

Pre-payment classic metering

We’re continuing our smart meter roll-out and have now replaced over 1 million classic meters with smart meters, many of which are smart pay as you go. Changing to a smart pay as you go meter, gives customers better control of their energy use, as well as the added convenience of allowing them to top up their meters from the comfort of their home, using our app.