We're once again top of the large suppliers for our email response time.*
We're ranked 3rd for overall customer service out of the large suppliers in this quarter's Citizens Advice Star Rating. We've maintained our score of 2.9 out of 5 from their last set of results
We're easy to contact
We're still 1st position among large suppliers for email response times, which means we are answering email queries quicker than any other large supplier.
We’ve also maintained 2nd place among large suppliers for call wait times.
Overall we’ve scored 4 out of 5 for our contact wait times.
We're committed to our customers
We've scored 5 out of 5 again as we're members of Energy UK’s Vulnerability Commitment and The Energy Switch Guarantee.
Meaning we make life easier for customers wherever we can.
We're working hard to resolve complaints
We’ve scored 1 out of 5 for complaints, but our volumes have reduced, with our teams consistently working to improve customer experience and working hard to increase our score in this area.
More information on our latest results
Citizen’s Advice has once again found we are continuing to improve and enhance our customer service. This is the fourth quarter in a row we have been top of the large suppliers for email turnaround time and had our average call waiting times below two minutes and it’s the fourth quarter in a row we have improved our complaints volume. We’re committed to providing our customers with the best customer service possible; not only reducing call waiting times but giving our customers a number of ways to contact us that best suits their needs. This includes our award-winning app, offering a first-class user experience for both direct debit and pre-payment customers and of a live chat facility from 7am to 11pm, 7 days a week.
* Large suppliers which includes those with a market share of at least 5% in either fuel (Gas or Electricity).