Energy supplier banned from taking on new customers

Iresa’s licence could ultimately be revoked if its customer service issues are not resolved within three months

Ofgem investigates small energy supplier Iresa

Ofgem has launched an investigation into the customer service processes of small energy supplier Iresa. It will examine if the gas and electricity firm broke rules relating to customer information and contact. That will include whether customers were treated “fairly” during call handling and complaint processes, whether indebted customers were given sufficient notice that Iresa […]

Water regulator says Brits could see ‘a decade of falling bills’

Ofwat has signalled water customers could be at the start of “the decade of falling bills”. The water regulator’s Chair Jonson Cox believes prices could fall in real terms until 2025 at least. He said the upcoming price review is likely to set a new record for the “lowest ever regulated cost of capital for […]

Ofgem threatens to fine network operators over poor customer service

Ofgem has threatened to cut the revenues of power distribution network operators (DNOs) by £13.9 million if they fail to improve customer service. DNOs own and operate the distribution network of towers and cables that bring electricity from the national transmission network to homes and businesses. There are 14 electricity distribution networks owned by six […]

Customer service ratings for utilities jump up 3%

The proportion of customers saying utility firms offer the best service across 14 different sectors has jumped from 10% to 13% in the last year. That’s according to a new survey of 1,025 members of the public conducted by service design consultancy Engine, which has seen utilities rise from twelfth to ninth place in terms of customer satisfaction. This 3% rise was […]

British Gas faces £1.1m compensation bill

British Gas had paid £1.1 million to compensate customers for missed appointments. The Big Six supplier has made the payments to domestic and micro business customers after its third-party agents missed appointments with customers or did not keep them on time and did not compensate them as required by regulator Ofgem. Around 12,000 customers, mostly […]

Extra Energy tops complaints list for second time

Extra Energy has been voted the energy supplier with the worst customer service for the second time. It was awarded the lowest score on Citizens Advice’s star rating system, receiving 2.05 stars for the January to March period, down from the 2.5 stars it received between October and December 2016. In terms of complaints handling, […]

New tool ranks energy suppliers’ customer service

A new online tool which rates the customer service provided by energy suppliers has been launched. It will allow consumers to see how good the 18 biggest energy suppliers are at providing service and help them make informed choices about switching. The tool uses a star rating system from one to five, with the number […]

Bad customer service cost energy firms £5.2bn

Energy suppliers lost more than £5.2 billion last year as poor service led customers to switch to rival firms. New statistics from Ombudsman Services reveal one in 10 complaints – a total of 5.5 million – in the UK in 2016 were related to energy companies. Around 16% of people surveyed said they resigned due […]

Communication keeps customers says Total

In a sector low on trust how do you keep hold of customers? Ken McCaig, Head of Retention at Total Gas & Power, says it’s all about being agile, flexible and, most importantly, transparent. He proudly boasts of a 99% customer retention rate for I&C (large business) customers who deal directly with them, a staggering […]