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 |
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