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: "I rang you to report an issue with some traffic lights but found your telephone messaging really confusing."

We did: We've made our telephone messaging clearer to help you get through to the right team.

You said: "I'm unhappy I'm unable to provide a meter reading online without registering for MyAccount."

We did: We've updated our webpage which only signposts MyAccount to include a link to our online form allowing you to do this without registering for an online account.