We’ve made significant improvements in our customer service in the three months since this Citizens Advice star rating was taken. We promised to put measures in place to be better right across the business, and we’re confident they’re working.
Call wait times have fallen by over 70% to 5 minutes and customer complaints have reduced by over 45% between the second and third quarter of 2018.
I apologised to our customers for falling short of the standard they expect during this period and will continue to work with our regulator, Ofgem and consumer organisations including Citizens Advice to ensure that our customers can be confident we’re heading in the right direction.
Jim Butler, CEO