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Microbusiness using under 100,000 kWh for Power

Microbusiness using under 293,000 kWh for Gas
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Ofgem reports.

Top 5 Complaints Reasons for the Last Quarter

  1. Contractual disputes for TPIs currently in administration
  2. Estimated reads
  3. Deemed rate disputes
  4. Delay in processing change of tenancies
  5. Other TPI contractual disputes

Quarterly report (January, February, March) 2021

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)390,935
A2Agent handled telephone calls28,151
A3Agent handled letters923
A4Agent handled emails/webforms/webchat/social media361,861
A5Online petitions received0
B6Total complaints received (calculated automatically)430
B7Complaints received by telephone298
B8Complaints received by email/webform/webchat/social media129
B9Complaints received by letter3
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)614
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)181
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)447
C14Complaints resolved after 56 calendar days (eight weeks)167
C15Average resolution time (in calendar days) for all complaints resolved38
D16Number of letters sent signposting the Ombudsman at 8 weeks172
D17Number of deadlock letters issued66
E18Number of microbusiness electricity customer accounts at the end of the quarter6,806
E19Number of microbusiness gas customer accounts at the end of the quarter2,144
E20Total number of microbusiness electricity and gas accounts (calculated automatically)8,950
E21Complaints resolved per 100,000 customer accounts (calculated automatically)6,860
E22Complaints resolved per 10,000 customer accounts (calculated automatically)686

Quarterly report (October, November, December) 2020

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)237,358
A2Agent handled telephone calls29,192
A3Agent handled letters1,243
A4Agent handled emails/webforms/webchat/social media206,923
A5Online petitions received0
B6Total complaints received (calculated automatically)650
B7Complaints received by telephone414
B8Complaints received by email/webform/webchat/social media213
B9Complaints received by letter23
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)741
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)209
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)608
C14Complaints resolved after 56 calendar days (eight weeks)133
C15Average resolution time (in calendar days) for all complaints resolved35
D16Number of letters sent signposting the Ombudsman at 8 weeks157
D17Number of deadlock letters issued78
E18Number of microbusiness electricity customer accounts at the end of the quarter6,780
E19Number of microbusiness gas customer accounts at the end of the quarter3,138
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,918
E21Complaints resolved per 100,000 customer accounts (calculated automatically)7,471
E22Complaints resolved per 10,000 customer accounts (calculated automatically)747

Quarterly report (July, August, September) 2020

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)356,026
A2Agent handled telephone calls25,682
A3Agent handled letters1,680
A4Agent handled emails/webforms/webchat/social media328,664
A5Online petitions received0
B6Total complaints received (calculated automatically)1,079
B7Complaints received by telephone692
B8Complaints received by email/webform/webchat/social media353
B9Complaints received by letter34
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)1,079
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)499
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)926
C14Complaints resolved after 56 calendar days (eight weeks)153
C15Average resolution time (in calendar days) for all complaints resolved26
D16Number of letters sent signposting the Ombudsman at 8 weeks181
D17Number of deadlock letters issued93
E18Number of microbusiness electricity customer accounts at the end of the quarter6,187
E19Number of microbusiness gas customer accounts at the end of the quarter2,821
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,008
E21Complaints resolved per 100,000 customer accounts (calculated automatically)20,115
E22Complaints resolved per 10,000 customer accounts (calculated automatically)2,012

Quarterly report (April, May, June) 2020

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)307,803
A2Agent handled telephone calls19,036
A3Agent handled letters1,782
A4Agent handled emails/webforms/webchat/social media286,985
A5Online petitions received0
B6Total complaints received (calculated automatically)804
B7Complaints received by telephone574
B8Complaints received by email/webform/webchat/social media224
B9Complaints received by letter6
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)917
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)209
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)683
C14Complaints resolved after 56 calendar days (eight weeks)234
C15Average resolution time (in calendar days) for all complaints resolved44
D16Number of letters sent signposting the Ombudsman at 8 weeks198
D17Number of deadlock letters issued59
E18Number of microbusiness electricity customer accounts at the end of the quarter6,861
E19Number of microbusiness gas customer accounts at the end of the quarter3,025
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,886
E21Complaints resolved per 100,000 customer accounts (calculated automatically)9,276
E22Complaints resolved per 10,000 customer accounts (calculated automatically)928

Quarterly report (January, February, March) 2020

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)389,167
A2Agent handled telephone calls40,687
A3Agent handled letters2,162
A4Agent handled emails/webforms/webchat/social media346,318
A5Online petitions received0
B6Total complaints received (calculated automatically)1,140
B7Complaints received by telephone744
B8Complaints received by email/webform/webchat/social media385
B9Complaints received by letter11
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)1,441
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)509
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,191
C14Complaints resolved after 56 calendar days (eight weeks)250
C15Average resolution time (in calendar days) for all complaints resolved28
D16Number of letters sent signposting the Ombudsman at 8 weeks228
D17Number of deadlock letters issued21
E18Number of microbusiness electricity customer accounts at the end of the quarter6,830
E19Number of microbusiness gas customer accounts at the end of the quarter3,094
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,924
E21Complaints resolved per 100,000 customer accounts (calculated automatically)14,520
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,452

Quarterly report (October, November, December) 2019

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)309,814
A2Agent handled telephone calls51,571
A3Agent handled letters2,569
A4Agent handled emails/webforms/webchat/social media255,674
A5Online petitions received0
B6Total complaints received (calculated automatically)1,392
B7Complaints received by telephone876
B8Complaints received by email/webform/webchat/social media490
B9Complaints received by letter25
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,787
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)922
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,507
C14Complaints resolved after 56 calendar days (eight weeks)280
C15Average resolution time (in calendar days) for all complaints resolved18
D16Number of letters sent signposting the Ombudsman at 8 weeks282
D17Number of deadlock letters issued1
E18Number of microbusiness electricity customer accounts at the end of the quarter6,605
E19Number of microbusiness gas customer accounts at the end of the quarter2,992
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,597
E21Complaints resolved per 100,000 customer accounts (calculated automatically)18,620
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,862

Quarterly report (July, August, September) 2019

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)348,733
A2Agent handled telephone calls59,269
A3Agent handled letters1,623
A4Agent handled emails/webforms/webchat/social media287,841
A5Online petitions received0
B6Total complaints received (calculated automatically)1,434
B7Complaints received by telephone934
B8Complaints received by email/webform/webchat/social media484
B9Complaints received by letter15
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,438
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)839
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,263
C14Complaints resolved after 56 calendar days (eight weeks)175
C15Average resolution time (in calendar days) for all complaints resolved8
D16Number of letters sent signposting the Ombudsman at 8 weeks250
D17Number of deadlock letters issued1
E18Number of microbusiness electricity customer accounts at the end of the quarter5,991
E19Number of microbusiness gas customer accounts at the end of the quarter4,244
E20Total number of microbusiness electricity and gas accounts (calculated automatically)10,235
E21Complaints resolved per 100,000 customer accounts (calculated automatically)14,050
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,405

Quarterly report (April, May, June) 2019

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)308,136
A2Agent handled telephone calls36,325
A3Agent handled letters3,864
A4Agent handled emails/webforms/webchat/social media267,947
A5Online petitions received0
B6Total complaints received (calculated automatically)1,390
B7Complaints received by telephone905
B8Complaints received by email/webform/webchat/social media467
B9Complaints received by letter18
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)1,267
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)714
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,127
C14Complaints resolved after 56 calendar days (eight weeks)140
C15Average resolution time (in calendar days) for all complaints resolved20
D16Number of letters sent signposting the Ombudsman at 8 weeks205
D17Number of deadlock letters issued10
E18Number of microbusiness electricity customer accounts at the end of the quarter5,828
E19Number of microbusiness gas customer accounts at the end of the quarter4,675
E20Total number of microbusiness electricity and gas accounts (calculated automatically)10,503
E21Complaints resolved per 100,000 customer accounts (calculated automatically)12,063
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,206

Quarterly report (January, February, March) 2019

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)322,334
A2Agent handled telephone calls42,160
A3Agent handled letters3,498
A4Agent handled emails/webforms/webchat/social media276,676
A5Online petitions received0
B6Total complaints received (calculated automatically)1,655
B7Complaints received by telephone1,082
B8Complaints received by email/webform/webchat/social media558
B9Complaints received by letter14
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,500
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)631
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,325
C14Complaints resolved after 56 calendar days (eight weeks)175
C15Average resolution time (in calendar days) for all complaints resolved25
D16Number of letters sent signposting the Ombudsman at 8 weeks254
D17Number of deadlock letters issued3
E18Number of microbusiness electricity customer accounts at the end of the quarter3,836
E19Number of microbusiness gas customer accounts at the end of the quarter5,114
E20Total number of microbusiness electricity and gas accounts (calculated automatically)8,950
E21Complaints resolved per 100,000 customer accounts (calculated automatically)16,760
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,6767

Quarter 3 (July, August, September) 2018

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)180,389
A2Agent handled telephone calls28,364
A3Agent handled letters3,738
A4Agent handled emails/webforms/webchat/social media148,287
A5Online petitions received0
B6Total complaints received (calculated automatically)470
B7Complaints received by telephone280
B8Complaints received by email/webform/webchat/social media183
B9Complaints received by letter7
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)391
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)204
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)307
C14Complaints resolved after 56 calendar days (eight weeks)84
C15Average resolution time (in calendar days) for all complaints resolved26
D16Number of letters sent signposting the Ombudsman at 8 weeks0
D17Number of deadlock letters issued3
E18Number of microbusiness electricity customer accounts at the end of the quarter3,836
E19Number of microbusiness gas customer accounts at the end of the quarter5,114
E20Total number of microbusiness electricity and gas accounts (calculated automatically)8,950
E21Complaints resolved per 100,000 customer accounts (calculated automatically)4,369
E22Complaints resolved per 10,000 customer accounts (calculated automatically)437

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