Our complaints performance

The total number of complaints received during July, August and September (Q3) 2019 was 112,596. This is a slight increase in complaints received in Q2 2019 (110,600), though a small decrease to complaints received in Q3 2018 (112,792).

Through our complaints improvement programme, we’ve continued to look at the causes of customer dissatisfaction. We’ve then addressed these causes by making improvements to our systems and processes. We will continue making positive changes throughout 2019 and beyond. 

 

Complaints received and resolved

The table below shows how many complaints we’ve received and resolved in Q3 (1 July - 30 September 2019):

Number of complaints received

112, 596

Number of complaints received per 100,000 customer accounts

2,287

Number of complaints resolved*

107,713

Number of complaints resolved per 100,000 customer accounts

2188

Percentage of complaints resolved by the end of the next working day

52%

Percentage of complaints resolved within 8 weeks

95%

*This includes complaints resolved which were raised in previous quarters.  

Help and advice

Complaints categories

Our complaints in Q3 are divided by category, shown below:

Top 5 categories in Q3 2019% of complaints opened by category

Billing

25%

Metering (Inc Prepayment)

18%

Payments

18%

Customer Service

11%

Change of Supplier

8%

Billing

This covers any complaints made about the layout of our bills as well as any information displayed on them such as cancelled charges or payment dates. Complaints received about estimated readings, price increases or incorrect bills are also included.

Metering (inc. prepayment)

If we receive complaints about metering appointments or any mismatched data then these are listed in this section. Also included here are prepayment meter issues, which tend to be higher in winter months. 

Payments

Any complaints we receive about Direct Debit payments or prepayment credits are included here. 

Customer services

This includes complaints made about the Customer Service that we offer.

Change of supplier

This covers any complaints made about our collection activities relating to overdue bills or repayment plans.