Here at Utilita we do our best to make sure that things go smoothly the first time around, we understand we may not always get everything perfect but we’re constantly changing the way we do things to ensure that we provide our customers with the best level of service.
| Period | Number of complaints received | Number of complaints received per 100,000 customers | Number of complaints resolved | Number of complaints resolved per 100,000 | % resolved at day +1 | % resolved at 8 weeks | Number of complaints resolved at (Day+1) |
|---|---|---|---|---|---|---|---|
| Jan to Mar 2019 | 10850 | 878 | 5712 | 1536 | 27% | 88% | 1,536 |
| Oct to Dec 2018 | 12770 | 1040 | 7832 | 2340 | 30% | 97% | 2,340 |
| Jul to Sep 2018 | 11402 | 939 | 8303 | 4411 | 53% | 98% | 4,411 |
| Apr to Jun 2018 | 16438 | 1389 | 18134 | 13178 | 72% | 95% | 13,178 |
| Jan to Mar 2018 | 34001 | 3018 | 32459 | 28074 | 86% | 97% | 28074 |
| Customer Service | 35.10% |
|---|---|
| Billing & Meter Readings - Smart | 15.25% |
| Metering & Installation - Smart PPM | 10.27% |
| Sales & Marketing - Direct Sale | 9.00% |
| Payment Issues | 8.54% |
To find out more, visit our Complaints Handling Procedure webpage or download our Complaints Handling Procedure PDF.
Alternatively you can ask us to post a copy to you, just contact us on 0345 2072 000.
The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 can be found by visiting Ofgem's Complaints Handling Standards 2008, or you can get a paper copy by calling The Stationery Office Limited on 0333 202 570.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem
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