The Week’s Top Energy News
Top News In Energy This Week This week we’ve seen a flurry of green energy stories – including gr...Read More
The decision goes back to November when Ofgem investigated how ScottishPower treated its customers.The regulator found customers were receiving late bills; had to wait a long time for their calls to be answered and that the company wasn’t completing decisions from the ombudsman.
ScottishPower was set three targets:
The CEO of ScottishPower Neil Clitheroe blamed a new customer management system introduced to improve customer service. He said the process of moving customers to the new system resulted in some problems but that the company is “determined to put this right.” He said, “We continue to correct problems, pay appropriate compensation and ensure no customer is left financially disadvantaged.”
Customers affected by the problems (estimated to be over 2,000) have been receiving free energy and their past debt has been written off.
Neil Clitheroe said that there are now less than 30,000 overdue bills and that calls are now answered quicker.
By 1 December the company had closed 2575 ombudsmen cases and achieved their target of zero cases by the end of November. But it appears around 30 of these cases were closed incorrectly and so in agreement with Ofgem the energy provider will stop outbound selling. The sales staff normally involved in this process will support the customer service teams while they try to resolve the issues.
Ofgem’s senior partner in charge of enforcement Sarah Harrison said “A sales ban illustrates the difficulties ScottishPower is having in delivering the levels of service customers deserve. While Ofgem’s targets have driven significant improvements in ScottishPower’s performance, we remain very concerned about how customers are being treated.”
She added that Ofgem requires “ScottishPower to undertake an independent audit of its progress on improving customer service.” And that the regulator “will keep the need for any further action under review.”
Competent and courteous service.
"Marie was knowledgeable and helpful. I feel able to recommend the service given without reservation. David Slesenger"This review was posted by David Slesenger on the 16th of August 2016
"Nadia was very helpful"This review was posted by Robin on the 16th of August 2016
Excellent Customer Service *****
"Jonathan Burgess is an asset to Switch My Business. He made me feel at ease and was more than helpful at all times. He made regular contact and guided me through the whole process which made switching a breeze. I just wish there were more customer service advisers like Jonathon whose friendly and happy demeanour make your day a much nicer one. Well done Switch my business and more importantly thank you Jonathon for all your hard work! Maria Owen Lodgecrest"This review was posted by Maria Owen on the 17th of August 2016
EXCELLENT CUSTOMER SERVICE
"I totally agree with a customer maria owen,Jonathan Burgess was such a pleasure dealing with and is truly a asset to the company, he made it very easy to switch my electricity companies, Jonathan Burgess was very helpful, easy to talk to it was like talking to a friend not just a customer adviser. I would definitely recommend switchmybusiness and try get hold off Jonathan Burgess if possible and have the same excellent service as I did. Rajan Shanan"This review was posted by Rajan Shanan on the 19th of August 2016
Excellent and very helpful
"Arron who dealt with my switch of energy and gas has been a huge help and extremely efficienct and easy to deal with. Despite British Gas throwing obstacles in the way at every turn he has doggedly stuck to his task and saved the day. Thanks Arron."This review was posted by Rod Pryce-Jones on the 19th of August 2016