We continuously seek to improve the levels of service that we provide on a daily basis to our customers. We aim to achieve service excellence in all aspects of our business. Our customer charter provides assurances to our customers of our dedication to these commitments, and benchmarks the performance standards that we strive to achieve. If we fail to meet these standards, we will provide compensation in certain circumstances:
Our customer is at the centre of all we do, driving us to continuously improve our customer service. Our core values steer our service delivery, customer interaction and our resolutions. Our Insights into Action strategy drives improvement to ensure we consistently deliver an excellent customer experience.
We listen to our customers by monitoring customer calls and analysing why and how you contact us. You tell us when you have an issue or complaint, and we monitor and act on these to improve our customer service. We ask our customers about their experience of our service through our surveys by:
"Really nice staff doing the meter change quick process, no hassle. Quick waiting time on the phone, friendly service. Just a well done to all involved. Quick easy and great service. A Breath of fresh air!"
"Friendly, understanding the customer needs. l was recovering from operation when gas fitter called he went above his duty to assist me to make sure the job was done and helped the other gas related jobs which were not his job list to ensure the gas box was to a safe standard."