Complaints reporting from the final quarter of 2013.
We recorded 235,760 complaints for residential customers this quarter, which means there were 3,225 complaints for every 100,000 customers.
This is an increase against the previous quarter, but is in line with the same period in 2012. 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 81.2% of complaints by the end of the next working day and 87% of all residential customers’ complaints were sorted out within eight weeks. This is a reduction from previous quarters.
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 make a second complaint. 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.