Customer Service

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Stakeholder People and groups with an interest in our operations as the region’s electricity distribution network operator. This includes customers, local authorities and installers of low carbon technology feedback has shaped our customer service approach for our next business plan period (2023-2028).

Providing excellent customer service to the eight million people we serve across the North East, Yorkshire and northern Lincolnshire underpins everything we do as a business. Supporting the communities we serve with quick, flexible and supportive customer service is at the centre of our future plans. As the UK decarbonisesThe reduction, and ultimately elimination, of greenhouse gas (GHG) emissions. In relation to electricity this means the reduction of emissions caused by the generation, transmission and distribution of electricity and the provision of entirely carbon-free electricity to homes and businesses. Decarbonisation of the whole energy system includes removing emissions from transport and heat, which will be powered by alternative low-carbon methods and customers’ relationship with energy changes, our role as a critical power Infrastructure providers Operators of the physical assets and networks that provide services to customers such as electricity and gas, or roads will see us become an increasingly trusted source of impartial information.

Our next business plan will set out how our customers will experience a personalised, proactive service that provides choice in how and when they engage with us. From power restoration and support for vulnerable customers A customer may be defined as vulnerable in line with Ofgem’s vulnerable customer definition. This includes those that rely on medical equipment, have a critical medical condition, require on an alternative communication method and have a long, short term or age related support requirement. to connection processes and net zero Achieving a balance between greenhouse gas emissions being produced (including carbon dioxide) and greenhouse gas emissions being taken out of the atmosphere (e.g. by planting more trees) so that, overall, the amount of greenhouse gases in the atmosphere is no longer increasing information, every customer journey matters.

Customers will see the following outcomes:

  • a personalised, proactive service;
  • greater choice in how and when they do business with us;
  • faster complaint resolution; and
  • support in the transition to net zero Achieving a balance between greenhouse gas emissions being produced (including carbon dioxide) and greenhouse gas emissions being taken out of the atmosphere (e.g. by planting more trees) so that, overall, the amount of greenhouse gases in the atmosphere is no longer increasing .

Actions we will take to achieve these outcomes include:

  • offering WhatsApp and direct messaging to supplement traditional contact methods;
  • providing ways for customers to use an enhanced digital self-servicing option with seamless integration to human contact;
  • improving convenience by extending appointment slots for planned services into evenings and weekends, and offering same- and next-day appointments;
  • providing on-site support when customers experience power cuts of more than six hours;
  • resolving complaints through regional teams;
  • using data to identify common complaint themes, pinpoint root causes and support quicker resolution;
  • expanding services to large customers, electricity suppliers and Independent distribution network operators (IDNOs) IDNOs are companies separate to DNOs that are licensed by Ofgem to develop and operate new distribution networks by offering tailored support including information on flexibilityFlexibility is the ability to increase or decrease the production and / or consumption of energy at a given or requested time in order to support the wider electricity network and optimise capacity available for customers. We are seeking to adopt flexibility-first strategies, where flexibility solutions are the preferred means of balancing additional demand on our network; and
  • providing simple, intuitive guidance to our customers that makes our data easier to access, find and use. i

Benefits:

  • improved customer satisfaction;
  • better choice and flexibilityFlexibility is the ability to increase or decrease the production and / or consumption of energy at a given or requested time in order to support the wider electricity network and optimise capacity available for customers. We are seeking to adopt flexibility-first strategies, where flexibility solutions are the preferred means of balancing additional demand on our network for customers;
  • enhanced convenience of how and when customers work with us;
  • quicker complaint resolution with 92 per cent of complaints resolved within a day by 2028; and
  • more active, informed and engaged customers on net zero Achieving a balance between greenhouse gas emissions being produced (including carbon dioxide) and greenhouse gas emissions being taken out of the atmosphere (e.g. by planting more trees) so that, overall, the amount of greenhouse gases in the atmosphere is no longer increasing transition matters.

i Customers may use data to assess network capacity ahead of installing low-carbon technology or assess the forecasts we are making about the increase in heat pumps. Making data available is a key part of how we can support customers in the shift to net zero Achieving a balance between greenhouse gas emissions being produced (including carbon dioxide) and greenhouse gas emissions being taken out of the atmosphere (e.g. by planting more trees) so that, overall, the amount of greenhouse gases in the atmosphere is no longer increasing .

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