We can confirm that the sale of our business to British Gas has now completed. British Gas will start writing to customers from week commencing 21st September inviting them to move across.
We will be here to continue supporting our customers and to make that journey as seamless as possible.
We treat complaints very seriously as they show us where we’re not meeting our customers’ expectations. Our complaints performance is updated here quarterly.
| Period | Complaints received | Complaints received per 100,000 customer accounts | Complaints resolved | Complaints resolved per 100,000 customer accounts | Complaints resolved by the next working day | Complaints resolved by the next working day in % | Complaints resolved by eight weeks | Complaints resolved by eight weeks in % |
| Quarter 4 – October to December 2018 | 2196 | 1031 | 2059 | 967 | 1077 | 52% | 2005 | 97% |
| Quarter 1 – January to March 2019 | 2963 | 1381 | 2446 | 1140 | 1734 | 71% | 2446 | 100% |
| Quarter 2 – April to June 2019 | 2733 | 1281 | 2272 | 1065 | 1476 | 65% | 2272 | 100% |
| Quarter 3 – July – September 2019 | 2457 | 1186 | 2151 | 1039 | 1138 | 53% | 2151 | 100% |
| Quarter 4 – October to December 2019 | 2867 | 1483 | 2323 | 1202 | 1396 | 60% | 2323 | 100% |
Robin Hood Energy have made changes to our Customer Relationship Management system to ensure that our bills are going out in a timely and accurate manner. We are exploring if there are further options that we can utilise to improve this service.
| Quarter 4 – October – December 2019 | |||||
| Complaint reason | Complaints received | Complaints received in % | |||
| Billing and Meter readings | 1063 | 37% | |||
| Customer Service | 1008 | 35% | |||
| Payment Issues | 260 | 9% | |||
| Meter Installation | 225 | 8% | |||
| Sales & Marketing | 139 | 5% | |||
| Other | 0 | 0% | |||
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