Received in email this morning.
How can anything compete?
Come on Biscuits, riff on this...
We look after 5.4 million customer accounts in the UK. Our aim is to make sure everyone has the best possible experience as an npower customer.
However, we've let many of you down recently in the overall levels of customer service we've been providing. We apologise unreservedly. We promise that if you have been impacted by the billing system problems we've had, you will not lose out financially as a direct result.
What's happened, exactly?
Many of the problems we've had recently were caused when we transferred customer account details onto a new computer system. This meant that a number of bills and statements didn't go out when they should have done, a number of Direct Debit payment schemes simply weren't set up properly and there have been problems in setting up some customer accounts. This has resulted in a higher number of customers trying to contact us and in turn this has impacted the call waiting time you might have experienced.
We think it's important to be open and honest about the issues we've had.
What are we doing to put things right?
We know there are still problems but we are working hard to get them fixed:
•We have an additional 800 staff working for us to address our billing issues.
•We've already been in contact with many customers impacted by the current billing system problems who will also have been told about the specific actions being taken to deal with the issue which affects them.
•If you have been, are being or may in the future be affected by any of our billing system problems, we'll identify the issue and contact you in writing to explain what's happened with your account and what we're doing to put things right. For example, repayment periods are being extended for anyone who has been affected by payment problems caused directly by our billing system issues.
If you feel we haven't addressed all of your concerns as part of this work, please contact us.
Moving forward, in order to provide excellent customer service, we are also in the process of restructuring our customer service operations. We will be working with industry experts who have extensive retail and utility expertise to help us deliver a first class customer experience.
In the meantime we want to reassure you that we're working on this as our top priority. We still have a long way to go, we know that - but the comprehensive changes we're making to our systems and services should improve over time making everyone's experience with npower better.
Where to find more information.
We'll write to you if your account has been affected directly by the problems we've had with our billing systems. You can also visit npower.com/customer where we have published more detailed information about how we're resolving the situation already described in this email.
Once again, we're really sorry if you've been affected by any of the problems we've had and we appreciate the time you've taken to read this email.