From the very first time you hear about us, we want to get off on the right foot and make you feel at home. We know it’s what you expect from an organisation with its roots in the friendliest part of the country.
You trust us to deliver on our promises every time. So we were proud to score 9.1 out of 10 overall for customer satisfaction in Ofgem’s latest customer survey (2017/18).
Every year, we’re measured by
our regulator against 51 separate criteria. These criteria cover safety, reliability, customer service, environment, gas connections
and social obligations. It’s a rigorous process that keeps us on our toes, and makes sure you get a great service from us.
We measure our performance against the best companies in the UK by participating in the Institute of Customer Service benchmarking scheme. In 2018, we scored higher than many well-known brands including John Lewis and Google.
We don’t always get it right however, so we voluntarily double our compensation payments for those times when we fail to meet our high performance standards.
We connect around 7,000 customers to the gas network every year and in 2017/18, we completed 97% of new connections on the date pre-agreed with the customer.
We also got quotes out quickly with 99% of standard quotes issued within six working days. We’re now developing an even more responsive service to make enquiries, applications and payments smoother and make
sure customers projects remain
on track.
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