The number of complaints has increased by 10,635 from 106,637 in quarter 3 of 2016 to 117,272 in quarter 4. This is 28,417 lower than the same quarter of 2015 when we received 145,689 complaints
The total number of complaints we received in 2016 was 477,970. This is the lowest number of complaints received in year since we started publishing these numbers.
The percentage of complaints resolved by the end of the next working day has increased since last quarter. We have also increased the percentage of complaints we resolve within 8 weeks against the last quarter. We’re committed to do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue once and for all to prevent our customers having to complain about the same problem again.
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.
In December we announced that there would be no change to our residential standard prices until at least April 2017. We worked hard to make sure we could make a commitment to our residential customers before Christmas and it’s great that we were able to offer this reassurance.
We also repeated our pledge to continue to engage our customers on a wide range of topics including making them aware of their different tariff choices, helping them to use no more energy than they need and getting Smart meters into homes across Britain.
We retained our number one slot in the uSwitch awards for large suppliers for the fifth year running, this is further evidence we’re listening to our customers and putting customer service is at the heart of everything we do.
Ofgem, the industry regulator, published the latest complaints research in September 2016. It found that
“E.ON domestic complainants are significantly more likely than average to be very satisfied with how their complaint was handled”
E.ON has had the best improvement to the resolution gap in the industry. The resolution gap is when customers consider their complaints as not resolved, while our records show them as resolved.
We resolved the highest percentage of complaints in the industry on the same day they were raised, within 2 days, within one week, up to one month and up to two months.
E.ON has the best results out of the seven largest suppliers for complaint outcomes where the Ombudsman agrees with the resolution we have offered to our customers.
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’re also working to simplify our process for customers who use letters of authority (this is where customers agree that someone can manage their account on their behalf).
We offer a wide range of payment options, including Direct Debit and prepayment so that customers can pay in whatever way is easiest for them. Advisors are trained to be able to offer customers advice and support where they are struggling 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 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. Applicants do not have to be supplied by E.ON, but they do have to meet eligibility criteria to apply.
You can apply either online at www.eonenergy.com/energyfund or by calling 03303 80 10 90, where you can request that we send you a form by post or apply directly over the phone.
If you or a member of your household receives income based benefits, you may be eligible if you receive or match one of the following:
- 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.
Over the last six months of 2016 we’ve been working to improve the process of booking appointments to visit your property – for example to read the meter. We’ve reduced the number of times this goes wrong and someone doesn’t turn up by 90%. Less than 0.5% of planned appointments now have a problem.
We’ve made it easier for customers to have a smart pay as you go meter fitted. There is now an online booking tool on our website that allows customers to book their own appointment to have a smart pay as you go meter.
Help managing your heating: we’ve also created E.ON Touch, to help customers control their heating, which we know typically makes up the biggest part of their energy bill.