Earlier this year we set out to improve our service by moving our Customer Care team into our Brighton offices. During the transition, we fell short of the service standards you expect. We want you to know we’re sorry and that we have acted to make things better.
During July we increased the size of our Customer Care team. As a result of this investment we have reduced the time it takes to speak to one of our advisors, to receive an e-mail back from us and to chat online. Our commitment to you was that average call waiting time would be less than 5 minutes by the end of July. We have met this target and will make further improvements.
We will continue to work with our regulator, Ofgem and consumer organisations including Citizen’s Advice to listen to their views about our plans to ensure that you can be confident we’re heading in the right direction.
Thank you for choosing TOTO, thank you for staying with us, and for many of you, giving us a second chance if we’ve fallen short of what you expect.
Thank you for your continued patience and support, from everyone here at TOTO.