First Time, Every Time

In October 2008 a new Energy Ombudsman was established to deal with complaints from domestic and small business customers. Energy companies have eight weeks to deal with complaints after which time the customer may refer their complaint to the Energy Ombudsman.

Our aim is to minimise complaints to the Ombudsman by getting our service to customers right first time, every time when dealing with complaints. Under the previous regime of energywatch WPD successfully reduced complaints referred to energywatch to zero, the top position in the industry. We have maintained this position so far with no complaints referred to the new Energy Ombudsman.

Guaranteed and Overall Standards

In addition to customer feedback, OFGEM (Office of Gas and Electricity Markets) has a set of service standards that it expects us to meet. We are currently meeting or exceeding all of its targets for Overall Standards and have significantly increased service levels since 1994/95. In addition, we now have exceptionally high success rates on Guaranteed Standards.

For details of these standards and our recent performance please click here.
 

	Our staff ethos of First Time, Every Time is based upon:         Taking personal responsibility Working with others to find a solution         Following the problem until the end Keeping the customer informed     Following the Golden Rule - treat customers the way you would like to be treated