Serving our Customers
We are judged on the quality of the customer service we provide which is why our people know that getting it right first time, every time is crucial to our business success.
Indeed, our staff have worked hard to adopt this philosophy so that when our customers need reassurance they can be confident that we will respond swiftly and efficiently to their letters, emails and telephone calls. Our commitment is to make contact, where possible, the same day that an enquiry is received.
We also work closely with the groups representing customers’ interests and this has resulted in a number of initiatives designed to improve customer service standards even further.
These include:
- Providing clearer information on customer quotes;
- Improving messages for customers during power supply faults;
- A Code of Practice for receiving accurate and timely information during widespread loss of power supply;
- The provision of a 24 hour contact number for a manager authorised to resolve a customer issue;
- The introduction of new services for vulnerable customers;
- In demonstrating improved access of our services for customers and staff who are deaf or hard of hearing, we have been awarded the RNID Louder than Words accreditation.