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 January to March 2018

The number of complaints we received

The number of complaints has increased by 2,781 from 160,969 in quarter 4 of 2017 to 163,750 in quarter 1 of 2018. This is 24,273 complaints higher than in the same quarter of 2017 when we received 139,477 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 decreased since last quarter from 69.17% to 68.88%. The percentage of complaints we resolve within 8 weeks remained the same this quarter at 93.74%. 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

Long call waits were still causing higher volumes of complaints in quarter 4. We worked on service stabilisation and this resulted in wait times improving across the quarter to within 2 minutes in December. We have started to see call wait times increase again in March and service stabilisation continues to be a key focus.

 

Bills and letters

We focus on getting bills and letters right for our customers and have updated a number of our letters to make them easier to understand. We’ve also made improvements to our systems; making it easier for colleagues to make customers aware their bills have been estimated.

 

 

Payments

Working with customers to agree affordable and sustainable payment arrangements continues to be a key focus.

We offer a wide range of payment options, including Direct Debit and prepayment so that customers can, where possible, pay in whatever way 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 vulnerable people by providing assistance in the payment of energy bill arrears, as well as the purchasing and replacement of white goods or gas boilers. You can also apply for a number of online courses to support you in managing your finances, staying out of debt, earn a qualification and, if needed, getting back into work. There are eligibility criteria to meet before you can apply.  

You can apply online or directly over the phone by calling 03303 80 10 90, alternatively you can request via this number 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.

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 continuing to launch new tariffs to give our customers more choice on the prices they pay.