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Our Promise: Customer Service

We will provide excellent customer service for all our different customer groups. We will make sure customers can contact us quickly and easily through the most convenient channel for them.  We will provide them with accurate and timely information and take ownership of their issues.


Telephone contact is likely to remain the favourite channel for the foreseeable future and we will invest in our people, systems and processes to deliver a first class telephone service. We will answer all calls quickly and make it easy for our customers to speak to one of our Customer Service Agents if they want to. We will resolve at least 90% of customer enquiries the first time they contact us and resolve all complaints first time.


We will support our telephone channel with online, mobile and app channels which will provide real-time information on, among other things, faults, their causes and expected restoration times.


Stakeholder engagement is embedded in our business and we will continue to build upon our already successful engagement to make sure we respond to our stakeholders’ changing needs.


We will deliver additional assistance to our vulnerable customers in each year of RIIO-ED1. We will support this direct assistance with a co-ordinated programme which brings together companies, agencies, charities and other groups in the North West to develop integrated plans to help address fuel poverty.


Customer Service

Customers tend to contact us either when their electricity supply is interrupted or when they need to connect to our network. When they do, they expect us to provide accurate and timely information and deal with them in a professional and helpful way.

We are investing in our people, systems and processes to make sure our customers experience excellent service every time they contact us. Our target is a minimum score of 85% in the Broad Measure of Customer Service.

Our connections Output proposals are at the forefront of our industry. We will make it easier, cheaper and quicker to make a connection application and to carry out the work. We will invest to make sure our network can accommodate low carbon technology connections, both large and small, and use innovative approaches to overcome network capacity constraints.


Download Section 4 (Outputs.pdf)