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.