How we’re doing with your energy complaints


Quarterly Performance Reporting


We take customer satisfaction seriously and work hard to achieve it. We don’t always get things right but when we get them wrong, we work even harder to sort it out.

We use feedback from complaints to improve the level of service that we can provide and prevent issues from occurring in the first place.

Our customer feedback also focuses our attention on where we will prioritise investment in our customer service operations.

Our latest report is from 1st October to 31st December 2019 (fourth quarter).

>Reporting periodComplaints receivedReceived per 100k
customer accounts
Complaints resolvedResolved per 100k
customer accounts
% resolved same or
next working day
% resolved within
8 weeks
Q4 20193,2132,8402,8692,53713%49%

Top 5 Complaint Reasons

As a percentage of the total complaints receivedQ4 2019
Payment Issues18%
Customer Service16%
Switching Issues7%

Customer Service

We are proud to consistently make it easy for our customers to talk to us.

As one of the UK’s fastest growing energy providers we recognise the need to maintain these high standards consistently. We were appointed Supplier of last Resort when OneSelect ceased trading and acquired through a competitive bid process, 33k customers. Whilst in Q1 and Q2 customers have had to wait a bit longer to speak to us, on average it was never more than a 3 minute wait time.

We invested heavily to maintain these standards, and more than doubled our customer service team to meet the demand. So far in July, our average wait time has been less than 90 seconds: 5 star performance in Citizens Advice Bureau.

What we have done:

  • We have increased our customer service team by 210%
  • We doubled the size of the team responding to customer emails
  • We have committed to weekly staff peer to peer learning sessions where we share best practice and develop improved customer commitments
  • Our learning and development strategy is led by a former teacher with more than 30 years’ experience developing young people’s capacity to effectively communicate.

Payment Issues

We know that one of the most important services an energy supplier can provide its customers is helping them stay on track with their payments, balances, and providing credit balances when they are due

What we have done:

  • We have a dedicated billing team who are improving our performance every month
  • More customers than ever are receiving bills in a timely manner based on their own meter reads, as opposed to estimates. 99% of customers received a bill to an actual meter read who have been with us more than 12 months, and 95% of customers received a bill in quarter 2.
  • Every month we assess whether customers are paying enough for their energy and our customers have responded very positively to recommendations to increase or decrease direct debit amounts

We have created a dedicated offboarding team to ensure refunds are paid on time, in line with our refund policy

We recognise that customers need to be kept informed about what action they need to take when leaving us. The most important thing is to provide meter reads to their new provider within 5 days of their supply start date. This makes it easy to close the account on actual meter reads and issue accurate credit balances, when due

We are reviewing how we can improve our offboarding communications to help customers with what action they need to take and what they can expect from us.


Meter Installation/exchange

We recognise that many customers are looking forward to having a smart meter installed to help make collecting up to date meter read information easier and increase accuracy of billing information.

What we have done:

  • We have started to take on our first batch of Smart Meters with the new generation SMETS2 meters
  • We are now actively servicing SMETS2 meters that we have inherited from other suppliers
  • We aim to begin offering installations of SMETS2 meters to existing customers from April 2019

Switching Issues

We are proud to be placed 7th best energy supplier for ease of switching to us when compared to the top 34 energy suppliers.

However, we recognise how important a smooth switching experience is for customers both for joining us and when customers choose to move away to another supplier.

What we have done:

  • Created a dedicated offboarding team managing customer accounts who have chosen to move to another supplier. We think that the least we can do is help our customers leave with a good impression of Together Energy.
  • Created a dedicated onboarding team. We recognise the importance of first impressions, especially in a growing business.
  • Launched our new billing system to ensure timely bills.


We recently launched our billing and customer management system. We did this so that we could respond quickly to customer feedback and define our own system development plan.

This decision has been vindicated as we have seen month on month improvement, with more than 90% of customers receiving monthly bills.

What we have done:

  • Launching a new service where customers who enter a meter read on their customer portal will receive a bill within 48 hours
  • Targeted communications for customers who haven’t provided a meter read
  • Created a dedicated billing team handling individual accounts
  • In system account level diagnosis, so that our billing team can easily identify what action they need to take with industry data and partners to ensure an individual account can receive an accurate bill
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I spoke with Caitlin who explained everything as we went along. She called me back when she said she would, which doesn’t happen much these days.