We’re committed to listening to customers and acting on feedback
We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.
We aim to “Listen and Act” and will be regularly updating you with what we’re doing to make improvements to our services.
Please see below for examples of how we're listening and acting on your feedback.
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August 2024
Listen – Some customers have expressed their frustration over our communication when waiting for re-scheduling of gas appointments and the delay in contact when jobs are waiting to be scheduled
Action – We've created a new gas dashboard for all appointments, revised the gas appointment letter so it's clearer and easier to understand and created gas information leaflets and video clips on the importance of gas safety.
Listen – Some customers have told us they're not sure how to make a complaint
Action – We have a monthly complaints article in Home Matters that links to our website page with details on how to make a complaint. In addition a member of our Customer Resolutions team now goes to customer events so you have a "go-to" person should you need to raise a dissatisfaction or need details on the complaints process.