Complaints
Switching rises up the ranks in terms of most energy complaints

Issues related to changing supplier have overtaken customer service as the second largest source of unresolved energy complaints

Three water companies warned by watchdog over customer complaints

Bristol Water, SES Water and Southern Water have come under fire for poor performance

Rising tide of water complaints from businesses

There was an increase in complaints from non-household customers during the second quarter of the year. Consumer Council for Water (CCWater) received 559 complaints – around three times as many as the same period last year. The watchdog said it had expected to see an increase while the industry adjusts to the new non-household retail […]

npower meets late energy billing, complaints handling targets

Energy company npower has met Ofgem’s targets aimed at reducing complaints and late bills. The regulator made the announcement three months after it launched an investigation into whether the company was complying with the Standards of Conduct when dealing with billing issues, including sending late invoices and handling complaints. Npower has topped the list for […]

Guest Blog: Nick Linklater – Hidden secrets lurk in business energy bills

Energy billing for businesses can be a bit of a maze – with enough twists and turns to hide some nasty surprises. Potentially serious problems can occur because of complex energy settlement and billing systems. This includes energy suppliers overcharging and then ‘back-billing’, sometimes six years after the event. That’s why checking your business’ energy bills […]

npower apologises and pays £1m after complaints rocket

npower has issued an apology and agreed to pay £1 million to schemes helping vulnerable ‘fuel poor’ customers in response to what a senior partner at Ofgem described as “a serious deterioration in service levels over the last year”. It also pledged that customers would not be left out of pocket by problems with its […]

Thames Water gets first Scottish customer

Thames Water today hailed a “landmark” deal as it won its first business customer in Scotland. The water seller will deal with the billing and accounts for Irish hotel chain Jurys Inn for three Scottish hotels, in Aberdeen, Edinburgh and Glasgow. Piers Clark, director of Thames Water Commercial Services, said: “Winning our first business customer […]

“No more nasty surprises” thanks to smart meters says Hendry

Smart gas and electricity meters will play “a key role in bringing our energy management into the 21st century”, claims Energy Minister Charles Hendry. Writing in his blog the MP for Weald said smart meters, which send data between suppliers and users, “will provide accurate consumption information and bring an end to estimated billing – […]

UK plc is losing millions by not checking energy bills

The public and private sectors could be “throwing millions of pounds down the drain” by not checking their utility bills properly. A new report claims that around £147m could be knocked off the public sector deficit if companies simply checked their energy bills. Outsourced energy bureau service provider Team analysed nearly 200,000 utility bills and […]

Yorkshire Water takes action to turn off revenue leaks

Yorkshire Water has signed a multi-year agreement with Teccura, a consultancy that identifies lost revenue in energy. The deal will allow Yorkshire Water to recover previously unidentified or unbilled revenue. Teccura chief executive Kevin Kerigan told ELN that the lost revenue could equate to “many millions of pounds a year”. Teccura uses specialist technology that […]