To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on firstname.lastname@example.org.
Throughout September 2019 Which? called 36 energy firms 12 times each to see how quickly they got through to customer services. Although how we actually help customers once we answer is the most important metric, how quickly we answer their call is also really important. Today, we’re really happy to announce that we were placed 4th for our white label partner Ebico and 8th for Robin Hood Energy.
Robin Hood Energy listens its customers and work hard to make sure customers get the best possible service. We’ve focused on our customer experience over the last year and worked to improve our scores by increasing staff numbers, focusing on training, process improvement, and improving our online experience.
We’ve also implemented new software and systems to help our customer service officers respond quickly and accurately to customer needs, and recently launched our new free app which will enable our customers to monitor and budget their energy usage.
We’re 100% committed to providing the best possible service to our customers. It’s great to see that we are reaping the rewards from investing in our staff and technology, and that’s been reflected in today’s results.