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 latest report is from 1st July to 30th September 2018 (third quarter).

Reporting periodComplaints receivedReceived per 100k
customer accounts
Complaints resolvedResolved per 100k
customer accounts
% resolved same or
next working day
% resolved within
8 weeks
Q3 20186766974855007%96%

Top 5 Complaint Reasons

As a percentage of the total complaints receivedQ3 2018
Customer Service84%
Meter Installation/exchange7%
Payment Issues6%
Switching issues3%
Billing0%

Customer Service

We are proud to be in the top 10 energy suppliers for ease of contact and average call centre wait time.

As one of the UK’s fastest growing energy providers we recognise the need to maintain these high standards consistently. In recent months, at peak times, we haven’t always been able to answer the phone or reply to emails as quickly as we would like.

What we have done:

  • We have increased our customer service team by 80%
  • We doubled the size of the team responding to customer emails
  • We have committed to weekly staff training sessions

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 and balances.

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
  • 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

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 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.

Billing

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 more than tripled our performance when compared to when we received a billing service from a third party. More customers than ever are providing us with meter reads every month.

What we have done:

  • 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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Testimonials

Without a doubt the best customer service representatives I have ever dealt with.

Grant