Npower are blitzing your complaints

4 September 2014

npower-logo npower are now allowed to continue making telesales calls to everyone after they cleared enough late bills, after Ofgem set them a target. The regulator basically said 'sort that backlog out or we're taking your mobile off you, and you can have it back at the end of term.'

The company had a backlog of 96,700  late bills at the end of August. Ofgem had ordered them to get below 100,000, as well as launching an investigation into the energy company. The only good thing about this, is that a load of staff might have got some lovely overtime.

While npower are allowed to make telesales calls, Ofgem haven't called off the investigation. There's still the issue of the woeful new billing system which initially saw npower getting three times the amount of complaints than the next company.

Now, the energy firm assure everyone that there's only 62,000 customers awaiting late bills.

Roger Hattam, npower’s domestic retail director, said: "I'm pleased that we have met our commitment made in June to reach our billing performance target. We’re now billing over 98% of customers on time. However, the journey doesn't stop here as we’re working hard to make even more improvements."

Sarah Harrison, senior partner in charge of enforcement said: "Ofgem is encouraged to see that npower has met our targets aimed at reducing late bills and we note their progress on reducing complaint numbers. But this is only a first step to turning round their customer service and billing performance. We will monitor their progress and continue our investigation into the reasons why npower’s problems occurred."

TOPICS:   Utilities   Complaints

1 comment

  • Bobajob
    There was unlimited overtime in the department my friends work for, but Npower finally listened to customers and made crucial training and computer system updates, they didn't fix some things but changed and improved so much that my friends now have days where they are waiting fifteen minutes for calls to their contact centre. They say Npower listens carefully to them and invites staff feedback. Wish my company did that.

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