Delivering brilliant basics to all customers

We pride ourselves on our customer service and ensuring that our expertise is underpinned by a strong foundation of getting the basics right - or as we like to call it, "brilliant basics". Our commitments to our retail and generation customers are outlined below in our Customer Charter, which we have been delivering against since 2010.

Our team will take the time to get to know you and your business, meaning that you always get a personalised service from someone that understands your needs and will take ownership of your query.

Your named Account Manager and Customer Service Executive will always be available to help you with everything from billing and portfolio changes, right through to keeping you up to date with the latest policy and regulation developments that could impact your business.

Hear it from our customers

You don't just have to take our word for it that our customers are happy - you can read their feedback and comments using the links below:

Business electricity customers

Power purchase customers

Our customer charter

  • Commitment 1 - We are committed to providing a personal, responsive service to our customers

    1. We will provide every customer with a dedicated Account Manager and named Customer Service Executive who can be contacted directly and are UK-based

    2. We aim to answer every phone call within 30 seconds and respond to customer enquiries within 4 working hours

    3. We aim to acknowledge any email query at the earliest opportunity and within 8 working hours

    4. We aim to resolve queries within 5 working days of receipt, unless we are relying on third party information (if this is not possible we will tell you what actions we are going to take to resolve it and keep you informed of progress)
  • Commitment 2 - We are committed to providing our customers with timely, accurate invoices

    1. We aim to invoice over 99% of our customers invoices by the 8th working day following the end of the invoicing period

    2. We aim to invoice over 99% of our half-hourly customers invoices using validated actual data

    3. We will check invoices thoroughly before they are issued and explain any non-standard items

    4. We will provide retail customers with 24/7 access to their half-hourly data through our eBilling service
  • Commitment 3 - We are committed to providing proactive and efficient site management, registration and switching

    1. We will provide customers with a dedicated Registration Executive who will monitor the registration and agent appointment process

    2. We will apply for registration within 5 working days of request and will always achieve registration by the supply start date, providing there are no external factors preventing us from doing so

    3. We aim to provide contractual paper work for site connections within 8 working days

    4. We will work with a customers’ new supplier to transfer the supply/export as efficiently as possible if they end their contract with us
  • Commitment 4 - We are committed to treating all our customers fairly

    1. We will confirm all details of a customer's contract, including product, start and end dates, prices and payment terms, in writing at the time of signing and copies can be supplied at any time free of charge

    2. We will communicate in writing to customers about any changes to their contract during the contract term

    3. We will always provide customers with their contract end date and for micro business customers, we will display the contract end date on bills

    4. We will never automatically renew any contract unless requested to - any customers that do not notify us of their intention to renew or terminate their contract will go onto Deemed Rates

    5. We will always accept notice from customers any time during the contract term that they wish to terminate their contract on the end date