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Our promises to you

What are our key promises to you?

As a leading energy distributer in the UK we believe that as a customer, you deserve maximum performance from us at all times.

We strive for excellence every day and to achieve this we have set ourselves 5 key goals which we promise to meet:

  1. Your safety
  2. Network reliability
  3. Excellent customer service
  4. Business efficiency
  5. Protect the environment

Promise #1: Your safety - Your safety and that of our employees is paramount. We do not compromise on safety and our safety record bears this out.

Promise #2: Network reliability – We know that for you, a disrupted service is unacceptable. We consistently stay ahead of targets set by the regulator and promise to ensure that we minimise disruption to you through unscheduled supply interruptions. Rest assured we are constantly working to improve the reliability of our distribution network. 

Promise #3: Excellent customer service – You deserve the best. We are proud of our reputation as one of the leading electricity distribution companies in customer service including the performance of our contact centres.

Promise #4: Business efficiency - Our investment in new technology has been a cornerstone of our success in improving reliability and business efficiency in all areas of the company. We are also recognised for delivering a highly efficient and cost effective customer service. 

Promise #5: Protect the environment - We take our environmental responsibilities very seriously and are developing innovative technical solutions to reduce system losses and cut our carbon footprint.

How do we keep our promises?

For us, regular communication with staff is crucial to ensure that they are aware of our key promises to you and that they understand that what they do on a daily basis has a direct influence on your satisfaction and the success of our business.

The performance of our people is at the heart of our success and we employ staff who are well trained, highly motivated and who take personal responsibility for your experience.

Please contact us if you have any questions.

Contact us

Emergency information

0800 6783 105

General contact enquiries

0800 096 3080