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.
As a business, we strive to resolve any issues we have on the first point of contact and through setting ourselves this target, we have consistently been able to fully resolve the majority of our complaints on the first working day. We know that there are some complaints that take a little more time to put things right, but through our internal complaints process, we ensure that the journey to resolving any complaint is simple and stress-free.
Over the last year we have changed the way we look at our complaints and made some big changes to our internal process to focus on the customer experience and we have seen the results of these changes in our total numbers of complaints received.
Quarter | 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) |
---|---|---|---|---|---|---|---|
Q3 2017 | 42866 | 4146 | 41463 | 4011 | 94.38% | 99.62% | 39132 |
Q4 2017 | 47252 | 4294 | 45423 | 4128 | 94.67% | 99.72% | 43003 |
Q1 2018 | 34001 | 3018 | 32459 | 2881 | 86.49% | 97.61% | 28074 |
Q2 2018 | 16438 | 1389 | 18134 | 1532 | 72.67% | 95.47% | 13178 |
Q3 2018 | 11402 | 939 | 8303 | 684 | 53.13% | 98.54% | 4411 |
Customer Service
We know that there are times where our customers will have to get in touch with us and we have been doing a large amount of work internally to identify the areas where we may not have delivered the exceptional level of service we aim to provide to our customers.
What are we doing?
Billing
We know what it’s like when you receive your bill, and everything might not be as you expected. We’ve done a lot of work recently around making the process for getting these things resolved quickly and easily and we’re pleased with the result.
What are we doing?
Metering/Meter Installation
We pride ourselves on our Smart Meters, we want to have a Smart Meter in every home, so that our customers can start benefitting from smart energy. Throughout this process we know that there is going to be feedback from customers, but we’re listening and learning to make each customers’ experience with us as good as possible.
What are we doing?
Payment Issues
As a supplier, we service a large number of prepayment customers and we understand that there are times where the process of crediting your prepayment meter doesn’t always go to plan. We’d like to think of ourselves as experts in the prepayment field and over the years we’ve developed our process around the customer, so these issues are resolved quickly and simply.
What are we doing?
Sales and Marketing
We know that changing your energy supplier can be complicated and sometimes things don’t always go the way you hoped. We have a number of large projects open to work on how we market ourselves to potential customers and ensure that the customer journey goes smoothly, for all customers.
What are we doing?
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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