Being transparent is really important to us. It’s an essential part of the kind of energy company we’re building for our members. So, when things go wrong, or when we make mistakes, we want to be upfront about what’s happened and what we’re doing to sort things out.
We keep a close eye on our complaints, and what’s causing them. Like all energy suppliers, we regularly let Ofgem know how we’re doing. It’s an important way that both they, and we, can make sure our members continue to be well looked after.
We update our complaints publicly on our website every three months. So, our members can clearly see where we need to do better, and how we’re going about it.
|Quarter||No. complaints received||Complaints per 10k Members||No. Complaints resolved||Complaints resolved per 10k Members||Percentage of complaints resolved by the end of the next working day||Percentage of complaints resolved within 8 weeks|
|Type of complaint||2020 Q1||2020 Q2||2020 Q3|
|Billing & Meter Reading Issues||13%||23%||23%|
In 2020, we’ve welcomed over 195,000 new members to the People’s Energy community. It’s a new chapter for us - we’re growing fast and there’s a lot to learn. We haven’t always got everything right. But, we’re always committed to making sure that when something’s not right, we get it sorted.
Here’s what we’re doing to make sure we keep on learning, and keep on making our service better for our members.
Over the past year, we’ve had a lot of members join us through auto-switching sites, and this is also the area where we’ve seen most of our complaints. So, we’re working with our switching partners to find out where the kinks in the switching journey are, and to get them sorted out.
More members means more people with questions and concerns that need our help. We’ve brought in staff across several of our teams to make sure our members get the support they need, when they need it: