Our complaints performance
The total number of complaints received during April, May and June (Q2) 2016 was 133,467. This is slightly higher than in the previous quarter (130,881) but significantly lower than the Q2 total for 2015 of 145,128 complaints.
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 2016 and beyond.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q2 (1 April – 30 June 2016):
| Number of complaints received | 133,467 |
|---|---|
| Number of complaints received per 100,000 customer accounts | 2,533 |
| Number of complaints resolved* | 128,532 |
| Number of complaints resolved per 100,000 customer accounts | 2,439 |
| Percentage of complaints resolved by the end of the next working day | 79.79% |
| Percentage of complaints resolved within 8 weeks | 98.44% |
*This includes complaints resolved which were raised in previous quarters.
Complaints categories
Our complaints in Q2 are divided by category, shown below:
| Top 5 categories in Q2 2016 | % of complaints opened by category |
|---|---|
Billing | 30% |
Metering (Inc Prepayment) | 14% |
Customer Service | 14% |
Payments | 12% |
Credit Management | 4% |
- 2015 Q4 complaints review (PDF)
- 2015 Q3 complaints review (PDF)
- 2015 Q2 complaints review (PDF)
- 2015 Q1 complaints review (PDF)
- 2014 Q4 complaints review (PDF)
- 2014 Q3 complaints review (PDF)
- 2014 Q2 complaints review (PDF)
- 2014 Q1 complaints review (PDF)
- 2013 Q4 complaints review (PDF)
- 2013 Q3 complaints review (PDF)
- 2013 Q2 complaints review (PDF)
- 2013 Annual performance (PDF)
- 2014 Annual performance (PDF)
- 2015 Annual performance (PDF)
- 2016 Q1 complaints_performance
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
Complaints made about Customer Services have reduced compared to Q1 2015
Credit management
This covers any complaints made about our collection activities relating to overdue bills or repayment plans