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Microbusiness using under 100,000 kWh for Power

Microbusiness using under 293,000 kWh for Gas
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Ofgem reports.

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

Complaints numberData itemValue%
A1Total agent handled contacts received (calculated automatically)309,814
A2Agent handled telephone calls51,571
A3Agent handled letters2,569
A4Agent handled emails/webforms/webchat/social media255,674
A5Online petitions received0
B6Total complaints received (calculated automatically)1,392
B7Complaints received by telephone876
B8Complaints received by email/webform/webchat/social media490
B9Complaints received by letter25
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,787
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)92252%
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,50784%
C14Complaints resolved after 56 calendar days (eight weeks)28016%
C15Average resolution time (in calendar days) for all complaints resolved18
D16Number of letters sent signposting the Ombudsman at 8 weeks282
D17Number of deadlock letters issued1
E18Number of microbusiness electricity customer accounts at the end of the quarter6,605
E19Number of microbusiness gas customer accounts at the end of the quarter2,992
E20Total number of microbusiness electricity and gas accounts (calculated automatically)9,597
E21Complaints resolved per 100,000 customer accounts (calculated automatically)18,620
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,862

Quarterly report (July, August, September) 2019

Complaints numberData itemValue%
A1Total agent handled contacts received (calculated automatically)348,733
A2Agent handled telephone calls59,269
A3Agent handled letters1,623
A4Agent handled emails/webforms/webchat/social media287,841
A5Online petitions received0
B6Total complaints received (calculated automatically)1,434
B7Complaints received by telephone934
B8Complaints received by email/webform/webchat/social media484
B9Complaints received by letter15
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,438
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)83958%
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,26388%
C14Complaints resolved after 56 calendar days (eight weeks)17512%
C15Average resolution time (in calendar days) for all complaints resolved8
D16Number of letters sent signposting the Ombudsman at 8 weeks250
D17Number of deadlock letters issued1
E18Number of microbusiness electricity customer accounts at the end of the quarter5,991
E19Number of microbusiness gas customer accounts at the end of the quarter4,244
E20Total number of microbusiness electricity and gas accounts (calculated automatically)10,235
E21Complaints resolved per 100,000 customer accounts (calculated automatically)14,050
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,405

Quarterly report (April, May, June) 2019

Complaints numberData itemValue%
A1Total agent handled contacts received (calculated automatically)308,136
A2Agent handled telephone calls36,325
A3Agent handled letters3,864
A4Agent handled emails/webforms/webchat/social media267,947
A5Online petitions received0
B6Total complaints received (calculated automatically)1,390
B7Complaints received by telephone905
B8Complaints received by email/webform/webchat/social media467
B9Complaints received by letter18
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)1,267
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)71456%
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,12789%
C14Complaints resolved after 56 calendar days (eight weeks)14011%
C15Average resolution time (in calendar days) for all complaints resolved20
D16Number of letters sent signposting the Ombudsman at 8 weeks205
D17Number of deadlock letters issued10
E18Number of microbusiness electricity customer accounts at the end of the quarter5,828
E19Number of microbusiness gas customer accounts at the end of the quarter4,675
E20Total number of microbusiness electricity and gas accounts (calculated automatically)10,503
E21Complaints resolved per 100,000 customer accounts (calculated automatically)12,063
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,206

Quarterly report (January, February, March) 2019

Complaints numberData itemValue%
A1Total agent handled contacts received (calculated automatically)322,334
A2Agent handled telephone calls42,160
A3Agent handled letters3,498
A4Agent handled emails/webforms/webchat/social media276,676
A5Online petitions received0
B6Total complaints received (calculated automatically)1,655
B7Complaints received by telephone1,082
B8Complaints received by email/webform/webchat/social media558
B9Complaints received by letter14
B10Complaints received by other format e.g face to face, fax1
C11Complaints resolved (calculated automatically)1,500
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)63142%
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)1,32588%
C14Complaints resolved after 56 calendar days (eight weeks)17512%
C15Average resolution time (in calendar days) for all complaints resolved25
D16Number of letters sent signposting the Ombudsman at 8 weeks254
D17Number of deadlock letters issued3
E18Number of microbusiness electricity customer accounts at the end of the quarter3,836
E19Number of microbusiness gas customer accounts at the end of the quarter5,114
E20Total number of microbusiness electricity and gas accounts (calculated automatically)8,950
E21Complaints resolved per 100,000 customer accounts (calculated automatically)16,760
E22Complaints resolved per 10,000 customer accounts (calculated automatically)1,6767

Quarter 3 (July, August, September) 2018

Complaints numberData itemValue%
A1Total agent handled contacts received (calculated automatically)180,389
A2Agent handled telephone calls28,364
A3Agent handled letters3,738
A4Agent handled emails/webforms/webchat/social media148,287
A5Online petitions received0
B6Total complaints received (calculated automatically)470
B7Complaints received by telephone280
B8Complaints received by email/webform/webchat/social media183
B9Complaints received by letter7
B10Complaints received by other format e.g face to face, fax0
C11Complaints resolved (calculated automatically)391
C12Complaints resolved by the end of the first working day after the complaint was received (D+1)20452%
C13Complaints resolved between date complaint received and 56 calendar days (eight weeks)30779%
C14Complaints resolved after 56 calendar days (eight weeks)8421%
C15Average resolution time (in calendar days) for all complaints resolved26
D16Number of letters sent signposting the Ombudsman at 8 weeks0
D17Number of deadlock letters issued3
E18Number of microbusiness electricity customer accounts at the end of the quarter3,836
E19Number of microbusiness gas customer accounts at the end of the quarter5,114
E20Total number of microbusiness electricity and gas accounts (calculated automatically)8,950
E21Complaints resolved per 100,000 customer accounts (calculated automatically)4,369
E22Complaints resolved per 10,000 customer accounts (calculated automatically)437

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