From the Blog: Improving our Processes

Hi all,

As you’ll see in this blog post we recently made some mistakes and we want to share these with you.

I’d recommend having a read of the blog post for the details but in sum:

  • Some vulnerable members who were meant to be put onto our Priority Service Register didn’t have their information sent off for priority reconnection in case of a power outage.

  • Some people who wanted to join us couldn’t because of their metering set up - this was because of our sign-up page.

  • And in some instances we incorrectly charged members with an unusual meter set-up where they had two meter points.

We’ve contacted the affected members or members-to-be to say sorry, resolve the issue and compensate them. We’ve worked closely with the industry regulator Ofgem and we’d like to say thank you to them: energy customers generally should be aware of the work they do on their behalf.

We pride ourselves on the quality of our systems and technology, but in these instances we needed to improve. To do so, we’ve strengthened the relevant teams, introduced new processes and training and introduced more checking and verification.

We will do better.