EDF fined £2m for poor customer serviceEnergy giant too slow connecting new customers

24 July 2009

Electricity pylon

Unlike gas, mains electricity is available almost everywhere in the UK

EDF Energy Networks is to be fined £2 million by regulator Ofgem for failing to connect new customers on time.

EDF Energy Networks distributes electricity to nearly 8 million homes in London and the East of England. A condition of its licence is that it must offer new customers, usually new businesses or housing developments, connections within three months.

An Ofgem investigation found that the company was failing to do this and did not have a sufficient system of monitoring in place.

The fine is in addition to goodwill payments of £450,000 that the company has made over the 108 cases concerned.

Which? utilities survey and Which? Switch

Sister company EDF Energy only managed a customer satisfaction score of 41% in our utility companies survey. Although this put it ahead of Eon, British Gas and Npower, it came behind ‘big six’ rivals Scottish and Southern Energy and Scottish Power.

Our survey also includes advice on saving money on your energy bills. Which? Switch makes switching suppliers easy and the average saved by a household using the service was £257 a year from August to December 2008.  

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