Our complaints performance

The total number of complaints received during July, August and September (Q3) 2020 was 77,594. This is an increase in complaints received in Q2 2020 (63,655).

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 Q3 (1 July - 30 September 2020):

Number of complaints received

77,594

Number of complaints received per 100,000 customer accounts

1,589

Number of complaints resolved*

69,063

Number of complaints resolved per 100,000 customer accounts

1,414

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

59.84%

Percentage of complaints resolved within 8 weeks

94.52%

*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 2020% of complaints opened by category

Billing

29%

Payments

17%

Metering (Inc Prepayment)

13%

Customer Service

12%

Change of Supplier

7%

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.

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.

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. 

Change of supplier

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