Complaints Performance

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.

What are our top 5 reasons for complaints?

1. 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?

   • We’ve introduced a number of new staff members and teams dedicated to customer experience.
   • We’ve been delivering additional training to agents to identify and resolve customer issues quicker and more effectively.
   • We’re currently in the process of developing our coaching and training program with the customer at the centre of our focus.

2. 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?

   • We’ve done a large amount of work on making it easier for our customers to submit meter readings and the speed in which their bill will be updated.
   • We’re always reviewing our direct debits to make sure that our customers are spending the right amount on their energy.
   • Our Smart Meters make receiving an accurate bill simpler than ever, we can take the reading from the meter and send an updated bill that is guaranteed to be accurate.

3. 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?

   • Our Customer Care Advisors receive extensive training on our meters, so they are experts in their own field. If a customer contacts with an issue, our Advisors will be able to quickly and effectively help and explain any type of query.
   • We have lots of Smart Meter Engineers working for us here at Utilita and we are always looking at the way we schedule our Engineers so that we can always offer the most convenient date for our customers to have their Smart Meter installed.
   • We’re proud of our Smart Meters and we know that once they are installed, our customers shouldn't have any issues with their meters, they won’t even need to go near them to get a meter reading or credit the meter.

4. 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?

   • Our Smart Meters and systems are developed in a way that allows our staff to identify any potential top-up issues quickly and effectively, so they are able to ensure our customers do not go off supply.
   • We’ve produced several self-help videos on our website to help our customers with any potential issues they might have topping up.
   • Our engineers are customer service trained to explain to all customers how our meters work on the day they are installed.

5. 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?

   • We are currently opening shops on high streets, we have started local to our head office, but aim to have more shops for most of our potential or current customers. We want your energy supplier to have a face, rather than a statement or bill.
   • We are currently reviewing our switching process to make this quicker and smoother, we hope to significantly reduce the length of time it takes from a customer signing up with us, to having their meter on the wall.
   • We’ve recently released our app, which allows our customers to see more information regarding their transfer on their energy from their smartphone.

Complaints Handling Procedure

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.