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.
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|
|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
|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%|
|Sales & Marketing||139||5%|