Customer service performance

Last month we launched our new Tariff Check email and advertising campaign which enables our customers to see if they could be on a better tariff. In March we continued to see customers responding very quickly and positively to this information which has resulted in an increase in our website traffic. 

During March, with the combined cold weather and the Easter weekend bank holidays, we saw an increase in call volumes into our contact centres. On some occasions this led to an increase in the time it took to answer calls.  Answering our customers calls promptly is one of our highest priorities and we're working hard to ensure that service levels are restored as soon as possible.

Our call centres experience their busiest periods between 9am and 1pm and 4pm and 7pm. If you can, we’d encourage you to call outside of these hours to ensure your call is answered as quickly as possible. You may also find the answer to your question on our website. You can register to manage your accounts online; submit meter readings, pay your bills, book an engineer and much more.

Calls answered ^[1]

How many calls did we answer?

1,343,508 Calls last month ^[2]

301,372 Calls last week

Speed of getting through

How long on average did it take to answer our calls?

77 seconds Last month ^[2]

209 seconds Last week

Customer Call-backs

How many calls did we return?

93% Last month

Number of online activities

How many online activities did we action?

2,686,758 Transactions

Number of online visits

5,973,054 Visits

Bills sent electronically

40% Of bills sent last month

Resolving emails from energy customers ^[1]

61% Answered in 24 hours
82% Answered in 48 hours

How many service visits did we make to customers homes?

323,814 Boiler breakdowns

48,831 Home Electrical breakdowns

55,904  Plumbing & Drains breakdowns

329,591 Annual Service visits

14,777 Home insulation installations

7,521 Central heating installations

How many issues did we resolve at the first point of contact?

77% of contacts resolved