9 Dec 11

EDF Energy response to Consumer Focus League Tables



We are obviously disappointed that we have not been in a position to consistently deliver the high levels of service this year that we expect of ourselves and that our customers have been used to.


We sincerely apologise to those customers who have experienced any problems during this temporary period and thank them for their patience.


Throughout this year we have been carefully implementing new systems which, once fully in place, will deliver new and improved services for our customers. We are now significantly through that programme and the majority of our customers are benefiting from the new capabilities, including single bill and payment facilities for dual fuel customers and specifically improved on line access and control of their accounts.


Despite careful planning and the recruitment of over 700 additional customer service staff to protect our service levels to customers through the transition, our customer services operated to a lower standard between May and September. In particular, answering calls to our customers service agents took longer than expected.


As soon as delays occurred we recruited an additional 400 service staff, which naturally took time to become effective, and we slowed down our plan to move customers onto the new system to ensure service levels were stabilised and restored. The actions taken and investments made are paying off and the service to our customers is improving.


As we finish the transition in the next month or so we will strive to maintain the improved service while we finish the job.


We are confident that the actions we have taken and the investments we have made in our new systems will ensure EDF Energy customers enjoy consistently improving service as we move forward.


Consumer Direct


If a customer has a complaint we ask them to contact us in the first instance because we take responsibility for our customers and any problems they have seriously. If for any reason the customer wants to escalate the complaint, or believes it is not being resolved to their satisfaction, we provide them with the details of Consumer Direct or the Energy Ombudsman as appropriate. These contact details are also on all customer bills, and available on our website. We also display contact details for our own Customer Services in all our communications with our customers.