When do you expect the new system you have installed to be fully operational?

We have now transferred all of our accounts onto our new £200 million customer service system. This has been challenging and resulted in service problems for some of our customers whilst accounts were being brought up to date and bills issued.

We sincerely apologise to any customers that may have experienced difficulties throughout this period.

We have set ourselves challenging improvement targets for the coming months:-

Energy Ombudsman Remedies - We will ensure every Energy Ombudsman resolution will be implemented within the 28 day timeframe by the end of November

Overdue live bills - We will reduce the number of our overdue live bills to no more than 30,000 by the end of December

Prompt responses to all customer queries - We will speed up answering incoming calls, so that the average speed of answer is 2 minutes by the end of January