Together Energy – Putting customers first

THE latest report from Citizens Advice ranks Together Energy above British Gas, SSE, E.ON and Scottish Power for customer service.

With 99.6% of switches successfully completed within 15 working days, over 85% of emails responded to within 2 days and average call centre wait times of just 26 seconds; Citizen’s Advice has rated Together Energy’s customer service above four of the big six energy suppliers.

This comes off the back of a Which? report that placed Together Energy second in the whole market for telephone response times, well ahead of Scottish Power whose average hold time lasted over 21 minutes.
Paul Richards, founder of Together Energy, was clear on why these results are important; “Our customers want to talk with another human being. Yes, they want the means to supply meter reads and see bills online and our customer portal provides that. But when you have a question, or you’re concerned about something as important as your energy supply you don’t want an automated reply.”
With call centre staff in both Clydebank and Warrington, all of whom were moved to remote working within days of lockdown last March; Gavin Baillie, Together Energy’s Director of Regulation & Consumer Vulnerability, added, “Customer service is an ongoing daily commitment throughout the business and the pandemic has been particularly challenging for customers and suppliers alike. However, we continue to make significant investment in training and infrastructure to drive improvement.”
Back in January Together Energy were also founding signatories to The Vulnerability Commitment. This requires the firm to evaluate vulnerable customers’ needs rather than applying the one size fits all approach typical of the sector.
“We believe access to renewable energy should be universal, for all people, all the time and that means taking care of the vulnerable;” states Paul Richards.
Together Energy employs 228 people, 13 of which are based in Warrington.
They are also about to run a study, with customers in Warrington, to explore energy usage and how the town could work towards a net-zero or carbon-neutral local energy system.