Q1 2021 (1st January 2021 – 31st March 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 (41%)
During these uncertain times we are working closely with our engineers to minimise disruption for our customers. Whilst we are in lockdown there is a chance that our customers appointments may need to be cancelled and rearranged due to our engineers having to self-isolate either because of sickness or track and trace. We are sorry this has impacted some customers and as we slowly return to normality, we will work with our customers to arrange appointments for outstanding meter exchanges. 83% of our customers are now Smart within 90 days.
2. Billing and Meter readings - seasonality (25%)
We only bill customers for the energy they use so getting accurate meter readings is important to us. Unlike other suppliers, we bill on a variable direct debit rather than a fixed one which ensures our customers only pay for what they have used. During the winter months our customers’ bills are higher, but we factor this into their earnings and savings. When the days get sunny again, our customers generate more energy and get rewarded for that, so it all balances out around the year.
3. Smart metering (15%)
We’re doing all we can and are working closely with the Data Communication Company (DCC) to have our generation 1 meters adopted over other suppliers as a priority. We have taken part in some trials for the DCC for our meters to be prioritised. Social Energy are the only supplier out of the 70 suppliers in the country to do this.
We had expected this work to be completed early 2021, but it is now continuing into the summer. However, we’re pleased to say that we do now have communications with 83% of SMETS 1 customers that have an Elster meter and more and more becoming active every day.
4. Billing (9%)
If there is any reason were not able to pull a meter reading from our customers smart meters, we make sure we send them an email to let them know their bill may be estimated and ask them to take a reading for us if they are able to. Thanks to the data we obtain from the battery and smart hub, we have also started using this data to ensure more accurate estimated readings where our customers aren’t able to give us a reading. For those customers where their meter has stopped talking to us - our metering team are working hard in the background to get them back online and minimise any disruption to the bills.
5. Pricing (5%)
Although we have had a recent price increase in line with the OFGEM price cap changes, we have absorbed as many of those industry charges as possible. We are pleased to be able to provide our customers with a tariff rate that is still lower that the current OFGEM price cap guidelines.
We always want to make sure customers are getting the best deal and will always try to keep our prices as low as possible. We never tie customers into a contract and we’re still cheaper than a lot of UK suppliers out there with the added benefit of savings we can pass on from the battery.