Our complaints performance

The total number of complaints received during October, November and December (Q4) 2019 was 112,482. This is a slight decrease in complaints received in Q3 2019 (112,596).

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 2020 and beyond. 

 

Complaints received and resolved

The table below shows how many complaints we’ve received and resolved in Q4 (1 October - 31 December 2019):

Number of complaints received

112, 482

Number of complaints received per 100,000 customer accounts

2,341

Number of complaints resolved*

105,740

Number of complaints resolved per 100,000 customer accounts

2,201

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

55%

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 Q4 are divided by category, shown below:

Top 5 categories in Q4 2019% of complaints opened by category

Billing

23%

Metering (Inc Prepayment)

18%

Payments

18%

Customer Service

10%

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.