New measures for better customer service
Customer On-boarding Process
We have improved the way that we welcome you to Total Gas & Power by sending all new customers a welcome booklet containing useful, up-to-date information. We also attempt to contact all new customers between when you accept a price from us and when you receive your first bill.
Some Gas customers already benefit from receiving bills quarterly and this has now been launched to our Electricity Customers.
We continue to ask for your feedback annually to help us to improve our products and services, and conduct a comprehensive survey to gather up-to-date feedback from our all of our customers. If you have any feedback or would like to give us your email address to ensure that you receive this, please contact us.
Meter Reading Reminders
Your feedback told us that you didn't want to receive a letter each month reminding you to take an electricity meter reading, so we've launched a free text reminder service.
Open for Businesses
You can already enter your reads online and access your bills electronically. We are consistently improving our website to make access to information easier.
We have reviewed our internal complaints process and our definition of a complaint to enable us to better report on what is causing you, our customers, dissatisfaction. With this information we are investigating ways in which we can improve our service to you.