Our commitment to service applies to all aspects of our relationship with you.
Our standards of service
Across billing, queries and on time transfers, we offer exceptional service.
- Calls answered within 10 seconds.
- Queries responded to within 48 hours. If it is not possible to resolve your query immediately, we will keep you regularly informed of progress
- Accurate monthly invoices
- 24/7 online account management
- On-time transfer of supply every time*
- Expert advice to help you manage and reduce your energy consumption
What our Performance Pledge means to you
We aspire to deliver a quality service every single day. If you feel we have failed to meet any aspect of our Performance Pledge and you have not been able to resolve this with our Customer Service team, you can escalate your query to our Managing Director, email Matthew Gray
*On-time transfers ‐ There are two circumstances which may cause your supply to start late; if your current supplier objects to the transfer of your supply or if you fail to provide sufficient detail so we can register your site on time. This includes Emergency Contact details if your supply point uses more than 732 000 kWh per year.
Need to contact us? Here’s how
We’re proud of our exceptional customer service. You can contact us quickly and easily with any query by calling us on 0800 804 8589 or by email. If you’re an existing customer you can also send us queries via myCorona.
In the unlikely event that you have a complaint about your service, please give our customer service experts a call on 0800 804 8589, anytime between 8.30am and 5pm, Monday to Friday. We’ll do everything we can to resolve your query quickly, and to your satisfaction.
Contacting the Energy Ombudsman
If you’re not completely satisfied, please let us know. If your complaint is not resolved to your satisfaction within eight weeks, and you are a small or medium-sized organisation, you may be entitled to refer your issue to the Energy Ombudsman.
For details, visit energy-ombudsman.org.uk, or phone 0330 440 1624 or 01925 530 263.