More and more customers are getting in touch about their tariff and asking us how to get the best deal they can. These conversations take time, so unfortunately it took us longer than usual to answer calls. Now we’re looking into how we can make time for both.
Our call centres are busiest between 9am–1pm and 4pm–7pm (so those are the times to avoid to make sure your call is answered as quickly as possible).
Most questions are answered on our website, so you might be better off going online. And once you’ve registered, you can submit meter readings, pay your bills, book an engineer – completely control your account online.
1,549,361 calls last month
321,401 calls last week
221 seconds last month
197 seconds last week
83% last month
We sorted out 2,268,367 transactions online.
46% of all bills
We answered 42% in 24 hours.
We answered 56% in 48 hours.
206,660 boiler breakdowns
47,782 home electrical problems
52,833 plumbing and drains issues
336,812 annual boiler service visits
4,097 insulation installations
9,143 central heating installations
We resolved 77% of customers’ problems the first time they contacted us.