About us

Responding to customers

Complaints received this month:


Complaints are split into four categories shown in the graph below.

Every month, we have tens of thousands of contacts with our customers – face to face, over the phone, through our website and email or by post. Most of these are successfully dealt with but unfortunately sometimes the contact is because a customer wants to make a complaint. Here are some actual complaints we've received this month and the action we've taken based on these complaints:

You said: "You’ve sent me a letter about changing my meter but I can’t get through when calling the telephone number."

We did: We're reviewing the way we're managing calls coming into our customer contact centre, creating more availability for you to reach us.

You said: "I rang to advise you I had a leak on my garden and you told me it was my responsibility to repair this."

We did: We’re now visiting any customers who have a leak to see if we can help them.