Building trust
As a major supplier of gas and electricity we have a responsibility to build customer trust by constantly improving our customer service.
We have published an open letter to customers and a short document containing ten proposals which are intended to build customer trust. We want to hear your views on our ideas and what more we could do to build your trust. You can read both documents by downloading them from the links below.
Our proposals are intended to:
- simplify tariff choices;
- improve transparency in company reporting;
- ensure better customer service; and
- ensure fair deals for all of our customers.
We want to improve this package and welcome customers’ views on our ideas. If you would like to respond, please send us your comments using the box below.
Our customer service is independently recognised as the best of any leading supplier but it has got things wrong in the past. The proposals in the document add to our recent announcements to try to build customer trust. These announcements have included:
- ending all commission-based doorstep sales, an outdated approach to customer service;
- freezing our prices until next summer giving you some assurance as winter approaches, the only supplier to do this for all our customers;
- publishing all our customer complaints data so you can make an informed choice about our customer service.