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
Complaints categories
Our complaints are divided by category, shown below:
| Top 5 categories in Q4 2022 | % of complaints opened by category |
|---|---|
| Metering (Inc Prepayment) | 22% |
Billing | 19% |
Payments | 19% |
| Customer Service | 10% |
Change of Supplier | 2% |