Ofgem | Corona Energy

Copy of Quarterly report (October, November, December) 2019

Complaints number	Data item	Value	%
A1	Total agent handled contacts received (calculated automatically)	309,814
A2	Agent handled telephone calls	51,571
A3	Agent handled letters	2,569
A4	Agent handled emails/webforms/webchat/social media	255,674
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	1,392
B7	Complaints received by telephone	876
B8	Complaints received by email/webform/webchat/social media	490
B9	Complaints received by letter	25
B10	Complaints received by other format e.g face to face, fax	1
C11	Complaints resolved (calculated automatically)	1,787
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	922	52%
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	1,507	84%
C14	Complaints resolved after 56 calendar days (eight weeks)	280	16%
C15	Average resolution time (in calendar days) for all complaints resolved	18
D16	Number of letters sent signposting the Ombudsman at 8 weeks	282
D17	Number of deadlock letters issued	1
E18	Number of microbusiness electricity customer accounts at the end of the quarter	6,605
E19	Number of microbusiness gas customer accounts at the end of the quarter	2,992
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	9,597
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	18,620
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	1,862

Complaints number	Data item	Value	%
A1	Total agent handled contacts received (calculated automatically)	348,733
A2	Agent handled telephone calls	59,269
A3	Agent handled letters	1,623
A4	Agent handled emails/webforms/webchat/social media	287,841
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	1,434
B7	Complaints received by telephone	934
B8	Complaints received by email/webform/webchat/social media	484
B9	Complaints received by letter	15
B10	Complaints received by other format e.g face to face, fax	1
C11	Complaints resolved (calculated automatically)	1,438
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	839	58%
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	1,263	88%
C14	Complaints resolved after 56 calendar days (eight weeks)	175	12%
C15	Average resolution time (in calendar days) for all complaints resolved	8
D16	Number of letters sent signposting the Ombudsman at 8 weeks	250
D17	Number of deadlock letters issued	1
E18	Number of microbusiness electricity customer accounts at the end of the quarter	5,991
E19	Number of microbusiness gas customer accounts at the end of the quarter	4,244
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	10,235
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	14,050
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	1,405

Complaints number	Data item	Value	%
A1	Total agent handled contacts received (calculated automatically)	308,136
A2	Agent handled telephone calls	36,325
A3	Agent handled letters	3,864
A4	Agent handled emails/webforms/webchat/social media	267,947
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	1,390
B7	Complaints received by telephone	905
B8	Complaints received by email/webform/webchat/social media	467
B9	Complaints received by letter	18
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	1,267
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	714	56%
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	1,127	89%
C14	Complaints resolved after 56 calendar days (eight weeks)	140	11%
C15	Average resolution time (in calendar days) for all complaints resolved	20
D16	Number of letters sent signposting the Ombudsman at 8 weeks	205
D17	Number of deadlock letters issued	10
E18	Number of microbusiness electricity customer accounts at the end of the quarter	5,828
E19	Number of microbusiness gas customer accounts at the end of the quarter	4,675
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	10,503
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	12,063
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	1,206

Complaints number	Data item	Value	%
A1	Total agent handled contacts received (calculated automatically)	322,334
A2	Agent handled telephone calls	42,160
A3	Agent handled letters	3,498
A4	Agent handled emails/webforms/webchat/social media	276,676
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	1,655
B7	Complaints received by telephone	1,082
B8	Complaints received by email/webform/webchat/social media	558
B9	Complaints received by letter	14
B10	Complaints received by other format e.g face to face, fax	1
C11	Complaints resolved (calculated automatically)	1,500
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	631	42%
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	1,325	88%
C14	Complaints resolved after 56 calendar days (eight weeks)	175	12%
C15	Average resolution time (in calendar days) for all complaints resolved	25
D16	Number of letters sent signposting the Ombudsman at 8 weeks	254
D17	Number of deadlock letters issued	3
E18	Number of microbusiness electricity customer accounts at the end of the quarter	3,836
E19	Number of microbusiness gas customer accounts at the end of the quarter	5,114
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	8,950
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	16,760
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	1,6767

Complaints number	Data item	Value	%
A1	Total agent handled contacts received (calculated automatically)	180,389
A2	Agent handled telephone calls	28,364
A3	Agent handled letters	3,738
A4	Agent handled emails/webforms/webchat/social media	148,287
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	470
B7	Complaints received by telephone	280
B8	Complaints received by email/webform/webchat/social media	183
B9	Complaints received by letter	7
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	391
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	204	52%
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	307	79%
C14	Complaints resolved after 56 calendar days (eight weeks)	84	21%
C15	Average resolution time (in calendar days) for all complaints resolved	26
D16	Number of letters sent signposting the Ombudsman at 8 weeks	0
D17	Number of deadlock letters issued	3
E18	Number of microbusiness electricity customer accounts at the end of the quarter	3,836
E19	Number of microbusiness gas customer accounts at the end of the quarter	5,114
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	8,950
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	4,369
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	437