Customer service

Doesn't Christmas just fly past?  It seems like a distant memory now.  The presents have all been opened and we've had a look in the shops to get a bargain from the sales.  Most of us are back in the routine of work, the kids are back at school; so what's next?  Well, it's all about 2010.

It's January so it's the time of year when we think of all the things we did or didn't do last year and think of the things we'd like to change this year.  We make plans for the coming year and a lot of us often start with new year's resolutions.

Have you used the Internet to do your Christmas shopping this year?  A lot of people use the Internet to buy things because it's quick and easy and these days most companies have their own websites.  But for us, our website isn't just a way for us to show you our products and services, it's also an important part of our customer service.  It's designed to be useful, straightforward and a way of helping you.

I read an interesting article online recently which suggested that one in four people has left a financial services company or utility provider in the past year as a result of poor customer service.  Whilst that may come as no surprise, as we wouldn't expect anyone to put up with poor service, it was more the numbers and the cost which caught my attention.

The evenings are drawing in, the leaves are falling, the wind howls and many parts of the country are already being affected by adverse weather conditions.  Early November is also traditionally the time that many of us switch the central heating back on as the chill of winter starts to take hold.  There's nothing better at this time of year than being cosy and warm at home, whilst the weather rages outside.

Everyone seems to have a mobile phone nowadays. So much so, it's hard to remember what it was like before they came along. Now we're using the mobile phone to give you a new and easy way to pay your bills. Paying by text couldn't be simpler.

Bills: we all get them but none of us likes them! But it’s so much easier when bills are clear.

We know that receiving clear and accurate bills is important to you. It’s always better if you can see what you’ve used, how much it costs and how much you need to pay, at a glance.

As we all continue to tighten our belts and look at ways to reduce our outgoings, I thought it would be helpful to talk about how you can make the most of the services we offer, such as paying your bill by text message or chatting to us online.

In spring 2006 we were the first energy supplier to publish a Customer Charter to show you exactly what you can expect from us.

We’re all about making your experience better and giving you a reason to smile. That’s why we’ve recently updated our Customer Charter with even stronger commitments to you.

Direct Debit is the topic of the moment and it’s clear that budgeting for your energy costs is important to you in the current economic climate. It’s great to see so many of you are taking control and looking for ways to save money.

The benefits of Direct Debit are featured on the website on our Ways to pay and Pay less with Direct Debit pages, but I thought I’d share answers to some commonly asked questions here.

Thank you to everyone who has taken time to post comments on my forum post since the New Year.

Both January and February have been exceptionally busy months and our staff across Customer Service have worked hard to cope with the extra contacts received.