A message
from our CEO

Earlier this year we set out to improve our service by moving our Customer Care team into our Brighton offices. During the transition, we have fallen short of the service standards you expect. We want you to know we’re sorry, but we also want you to know what we’re doing to make things right:

  1. We’re rapidly increasing the size of our Customer Care team. We’re doing this to reduce the time you wait to speak to one of our advisors, to receive an e-mail back from us or to chat online with us.
  2. We are introducing more and better options for customers to self-serve on our website
  3. We’re changing our direct debit process to make it easier to understand

These improvements are happening right now and are already making a difference. The average time a customer has to wait before speaking to an advisor is falling and we are committed to an average call waiting time of under 5 minutes by the end of July with further improvements in the following months. We are working 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,
And thank you, from everyone here at TOTO.

Jim Butler