Our complaints performance
The total number of complaints received during October, November and December (Q4 2022) was 104,609. This is an increase in complaints compared to those received in Q3 2022 (103,727).
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 2023 and beyond.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q4 (1 October - 31 December 2022):
|Number of complaints received||104,609|
|Number of complaints received per 100,000 customer accounts||1,887|
|Number of complaints resolved*||101,737|
|Number of complaints resolved per 100,000 customer accounts||1,836|
|Percentage of complaints resolved by the end of the next working day||49.99%|
|Percentage of complaints resolved within 8 weeks||89.23%|
*This includes complaints resolved which were raised in previous quarters.
Help and advice
Our complaints are divided by category, shown below:
|Top 5 categories in Q4 2022||% of complaints opened by category|
|Metering (Inc Prepayment)|
Change of Supplier
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.
Any complaints we receive about Direct Debit payments or prepayment credits are included here.
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.