A message from the Ombudsman

Complaints to EWON increased between March and May 2018, following falling complaint numbers in January and February 2018. We received 1,765 complaints in February, 2,063 in March and 2,079 in April. Complaints then climbed significantly to 2,429 in May 2018. The reasons behind customer complaints remained consistent, with billing continuing to be the biggest complaint issue and high bills the most prominent billing issue.

Digital meter complaints also continued to grow following the introduction of new metering rules on 1 December 2017. In January 2018 we received 72 digital meters complaints; by May 2018 that figure had grown to 195. The main issues customers are experiencing are installation delays and meters not being installed.

Read more from Ombudsman Janine Young.