Complaints reporting from the first quarter of 2014.
We recorded 272,062 complaints for residential customers this quarter, which means there were 3,758 complaints for every 100,000 customers.
This is an increase against the previous quarter; however, we often see an increase over this period, as this time frame covers the coldest months of January and February. As the colder weather bites, thoughts of energy consumption come to the front of mind for many, which can lead to additional complaints.
In July 2013 OFGEM changed the methodology to calculate the number of complaints, which now includes complaints which have been reopened.
We have been working to fix the things that go wrong and which cause customer dissatisfaction.
We managed to sort out 82.08% of complaints by the end of the next working day and 94.46% of all residential customers’ complaints were sorted out within eight weeks.
We listened to our customers and we introduced a new way of handling complaints. ‘Handle with Care’ aims to improve our customers’ experience and make sure that when we fix something for a customer it is fixed for once and for all. This can take a little longer to do, but overall it means fewer customers have had to re-contact us. We have rolled out the new way of working to more than 90% of our organisation. We now have in place Resolution teams to support our frontline to provide complete resolutions to our customers.
At the same time, we constantly monitor and manage how effectively and efficiently our teams are handling and resolving complaints and continue to address any behavioural issues that could affect the customer experience.
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 we hear directly from you about what’s making you unhappy so we have a chance to fix it.
If you have already spoken to us but would like to get additional impartial, clear and practical advice you can, at any point, visit the Citizens Advice Bureau website or call their helpline on 03454 04 05 06.