Customer service

Providing good customer service is the main focus for our business. We aim to provide all our customers with high quality service, to provide market leading energy products and to protect vulnerable members of society. That is why our 2000 front line advisers at our contact centres in the North East of England aim to resolve all our residential customer enquiries on first contact.

As part of our ongoing £200 million investment in front line service improvement, we continue to focus on streamlining our processes and systems as well as investing in more staff training.

Our Customer Service Charter explains how we will listen to our customers and act on their feedback so that we can improve our service. We have a range of channels for gathering this information, including our Customer Council, which is a forum for consumer groups, our customers and other key stakeholders to discuss our customer service performance with our senior management team.

Our Customer Charter (PDF | 2.5 MB)

Billing

We know that it is important that our customers receive accurate energy bills and understand how their bills have been calculated. Following consumer research and feedback from 'Which? Customer Satisfaction Survey', we simplified our bill layout, enabling customers to more easily understand what energy they have used and paid for. Our new bill has received a Crystal Mark from the Plain English Campaign.