Our complaints performance
The total number of complaints received during January, February and March (Q1 2025) was 85,045.
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 continued making positive changes throughout 2025.
Complaints received and resolved
The table below shows how many complaints we’ve received and resolved in Q1 2025
| Number of complaints received | 84,045 |
|---|---|
| Number of complaints received per 100,000 customer accounts | 1,528 |
| Number of complaints resolved This includes complaints resolved which were raised in previous quarters. | 132,252 |
| Number of complaints resolved per 100,000 customer accounts | 2,376 |
| Percentage of complaints resolved by the end of the next working day | 77% |
| Percentage of complaints resolved within 8 weeks | 94% |
Complaint categories
To understand further, our complaints in this period have been divided into categories.
Customer Service This includes complaints made about the Customer Service in general that we offer. More generic complaints can appear here as this category covers various issues and may not reflect the high service standards we aim to deliver. | 36% |
Payment Issues Any complaints we receive about Direct Debit payments or prepayment credits are included here. | 15% |
Billing & Meter reading issues - unrelated with meter type 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. | 15% |
Meter installation/exchange or meter not working - smart or advanced credit meter related This covers the meter exchange journey, including appointment issues associated to siteworks. Complaints about smart meter functions such as connectivity or faults will also be included. | 8% |
Debt & Debt-related disconnections - non-prepayment related Complaints linked to customer debt concerns, related to outstanding energy charges where there is not a prepayment meter at the property, including bill disputes, repayment difficulties and recovery processes. | 5% |