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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

  • Query timescales
  • Escalated queries into complaints due to disrupted resolution
  • Complaints about service received
  • Billing reconciliation
  • Deemed rates

Quarterly report (April, May, June) 2023

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)391,816
A2Agent handled telephone calls26,468
A3Agent handled letters62
A4Agent handled emails/webforms/webchat/social media365,286
A5Online petitions received0
B6Total complaints received (calculated automatically)220
B7Complaints received by telephone119
B8Complaints received by email/webform/webchat/social media98
B9Complaints received by letter3
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)170
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)33
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)144
C14Complaints resolved after 56 calendar days (eight weeks)26
C15Average resolution time (in calendar days) for all complaints resolved29
D16Number of letters sent signposting the Ombudsman at 8 weeks45
D17Number of deadlock letters issued68
E18Number of microbusiness electricity customer accounts at the end of the quarter9,559
E19Number of microbusiness gas customer accounts at the end of the quarter3,991
E20Total number of microbusiness electricity and gas accounts (calculated automatically)13,550
E21Complaints resolved per 100,000 customer accounts (calculated automatically)1,255
E22Complaints resolved per 10,000 customer accounts (calculated automatically)125

Quarterly report (January, February, March) 2023

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)401,205
A2Agent handled telephone calls29,533
A3Agent handled letters81
A4Agent handled emails/webforms/webchat/social media371,591
A5Online petitions received0
B6Total complaints received (calculated automatically)194
B7Complaints received by telephone131
B8Complaints received by email/webform/webchat/social media59
B9Complaints received by letter4
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)177
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)35
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)146
C14Complaints resolved after 56 calendar days (eight weeks)31
C15Average resolution time (in calendar days) for all complaints resolved25
D16Number of letters sent signposting the Ombudsman at 8 weeks49
D17Number of deadlock letters issued58
E18Number of microbusiness electricity customer accounts at the end of the quarter10,134
E19Number of microbusiness gas customer accounts at the end of the quarter4,167
E20Total number of microbusiness electricity and gas accounts (calculated automatically)14,301
E21Complaints resolved per 100,000 customer accounts (calculated automatically)1,238
E22Complaints resolved per 10,000 customer accounts (calculated automatically)124

Quarterly report (October, November, December) 2022

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)326,685
A2Agent handled telephone calls24,981
A3Agent handled letters106
A4Agent handled emails/webforms/webchat/social media301,598
A5Online petitions received0
B6Total complaints received (calculated automatically)187
B7Complaints received by telephone124
B8Complaints received by email/webform/webchat/social media61
B9Complaints received by letter2
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)157
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)55
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)138
C14Complaints resolved after 56 calendar days (eight weeks)19
C15Average resolution time (in calendar days) for all complaints resolved17
D16Number of letters sent signposting the Ombudsman at 8 weeks52
D17Number of deadlock letters issued63
E18Number of microbusiness electricity customer accounts at the end of the quarter11,245
E19Number of microbusiness gas customer accounts at the end of the quarter4,057
E20Total number of microbusiness electricity and gas accounts (calculated automatically)15,302
E21Complaints resolved per 100,000 customer accounts (calculated automatically)1,026
E22Complaints resolved per 10,000 customer accounts (calculated automatically)103

Quarterly report (July, August, September) 2022

Complaints numberData itemValue
A1Total agent handled contacts received (calculated automatically)372,760
A2Agent handled telephone calls27,789
A3Agent handled letters95
A4Agent handled emails/webforms/webchat/social media344,876
A5Online petitions received0
B6Total complaints received (calculated automatically)199
B7Complaints received by telephone108
B8Complaints received by email/webform/webchat/social media84
B9Complaints received by letter7
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)213
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)66
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)182
C14Complaints resolved after 56 calendar days (eight weeks)31
C15Average resolution time (in calendar days) for all complaints resolved20
D16Number of letters sent signposting the Ombudsman at 8 weeks56
D17Number of deadlock letters issued67
E18Number of microbusiness electricity customer accounts at the end of the quarter8,613
E19Number of microbusiness gas customer accounts at the end of the quarter3,360
E20Total number of microbusiness electricity and gas accounts (calculated automatically)11,973
E21Complaints resolved per 100,000 customer accounts (calculated automatically)1,779
E22Complaints resolved per 10,000 customer accounts (calculated automatically)178