Our complaints performance
The total number of complaints received during April, May and June (Q2) 2018 was 112,623. This is lower than the previous quarter (114,142) and significantly lower than complaints received in Q2 2017 (121,405).
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 2018 and beyond.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q2 (1 April - 30 June 2018):
| Number of complaints received | 112,623 |
|---|---|
| Number of complaints received per 100,000 customer accounts | 2,235 |
| Number of complaints resolved* | 108,046 |
| Number of complaints resolved per 100,000 customer accounts | 2,144 |
| Percentage of complaints resolved by the end of the next working day | 58.17% |
| Percentage of complaints resolved within 8 weeks | 94.47% |
*This includes complaints resolved which were raised in previous quarters.
Help and advice
Complaints categories
Our complaints in Q2 are divided by category, shown below:
| Top 5 categories in Q2 2018 | % of complaints opened by category |
|---|---|
Billing | 29% |
Metering (Inc Prepayment) | 17% |
Payments | 15% |
Customer Service | 12% |
Credit Management | 5% |