RP7 Stakeholder Consultation WEB - Flipbook - Page 43
2. We will improve our
response to our customers
•We will enhance our speed of
response and resolution for
customer contacts by introducing a
target of 80% for complaints to be
resolved Day +1.
3. We will provide tailored
support for vulnerable
customers
•We will implement
recommendations as set out in the
Utility Regulator’s Best Practice
Framework including the following.
•We will introduce a target for 95%
of complaints to be resolved Day
+31.
oAdoption of Utility Regulator’s
wide ranging definition of
vulnerability.
•We will enhance our speed of
response and resolution for
customer contacts by increasing
our target from 80% to 90% for
enquiries responded to within 2
days.
oWork collectively with suppliers
and other utilities to enhance
our Medical Customer Care
Register.
•We will increase our target from
90% to 100% for enquiries
responded to within 5 days.
•We will maintain our targets for 93%
of calls to be answered within 20
seconds and for 99% of all Contact
Centre calls to be answered.
•We will provide accessible services
via digital solutions to enhance
customer experience.
Q19. Do you think we should
seek allowances through the RP7
price control to spend on direct
measures or initiatives to help
those customers who are worst
impacted by the energy crisis?
For example, we could seek
funding to provide solar panels for
such customers. If you do think
we should consider initiatives
such as this, how ambitious
should we be?
oEstablish a centralised specialist
vulnerability team.
oAchieve full compliance with
BSI 18477 for inclusive service
provision.
oSet up effective referral points
with external partners.
oCompany wide training on
vulnerability and how to identify
those in need.
oDedicated phone line for those
registered.
•We will ensure a socially inclusive
and fair transition to DSO.
•We will develop a more tailored
approach to support during a power
cut to minimise impact.
Moreover, we understand the impact
that the energy crisis is having on
fuel poor and vulnerable customers.
Whilst other customers may have the
ability to install LCTs such as roof-top
solar panels to mitigate the impact of
the energy crisis, we know this is just
not possible for many fuel poor and
vulnerable customers.
RP7 Stakeholder Consultation
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