Q2 2021 (1st April 2021 – 30th June 2021)
We’ve promised that we’ll always keep things clear and easy to understand. As hard as we try, from time to time things may go wrong. Putting our customers first is at the heart of what we do here.
We listen to our customers every time we speak to them and really want to understand how we can make things better, clearer or simpler. If you ever feel like giving us any tips we’d love to hear from you.
If you look around, you’ll notice all suppliers have to publish information about complaints; it comes as part of the deal when you supply electricity and gas to customers. We think that’s a good thing and we’re pretty proud of how we’re doing; as a revolutionary company shaking up the way energy works in the UK we might get a couple of things wrong along the way but we work fast to figure out how to get it right next time. Here’s all the information you might want to know about how we handle complaints.
The table above shows the number of complaints received each quarter and how many are resolved each quarter. You’ll notice the received and resolved numbers don’t match. A complaint received on 30th June for example may have been resolved on 1st July. This complaint only took 1 day to resolve and is counted as received in Q2 but not counted in the resolved numbers for Q2 but counted in the resolved figures for Q3.
Top reasons for complaints this quarter:
1. Metering Installation (44%)
The Data Communications Company (DCC) are still in the process of updating the Generation one smart meters so that Energy Suppliers like ourselves can communicate with them. With 14 million meters in the UK to update this is a large task and so is taking a longer than expected. We have worked hard with the DCC to update our customer’s meters with over 40% already migrated, we have also agreed to support them with some testing to improve this figure as quickly as possible.
2. Billing and Meter readings - seasonality (29%)
We always want to ensure our customers are billed accurately and where possible to meter readings either they provide, or ones that we can remotely take from the meter. We also understand that it is important for customers to be made aware if there are any issues with their bill or if their bill may not be as clear as we’d like. We have made improvements to both the formatting of our bills and our communication. We are proactively contacting our customers with information to help make our bills as clear as possible and to inform them if there is an issue.
3. Smart metering (14%)
As we require a smart meter to have signal connection to pull a reading, occasionally this can drop resulting in us not being able to pull a reading from the bill. Our Industry Operations team work hard in gaining this communication back as quickly as possible to minimise the impact this has to our customer.
4. Customer Service (5%)
Our customers and the service we provide them is of the highest importance to us and we are continually reviewing how we can improve this. We have implemented some changes to enable us to answer our customers as quickly as possible; for June we replied to 98% of our customers within 3 days and answered the calls on average in under 2 minutes.
5. Payment Issues (3%)
We are occasionally unable to produce a bill due to awaiting Industry data and this results in a customer paying multiple month’s bills in one payment. We have made some changes following feedback from our customers and are now proactively contacting customers to let them know if there is an issue and letting them know we will call them two weeks later if it isn’t resolved. We can then work with the customer to set up a monthly payment to ensure that this doesn’t happen.