Don't let your supplier put your day on hold

In the past, it was common to think that speaking to someone over the phone was the best way to resolve a problem. In some respects it still is: the timbre, pitch, and tone of our voice indicate a great many things that the written word can't. 

But calling suppliers is far from perfect, and often downright inconvenient. As this Which? study shows, you could wait over nine minutes to speak to a Big Six supplier (the average was 4 and a half minutes). The longest waiting time was almost 15 minutes! 

And that's just getting through to someone. You might then be passed around different departments, explaining your problem over and over again, before getting the help you need. Is this what 21st century communication should be like?

We don't think so. 

Email and social media are faster, cheaper, and more convenient. They're 24-hour, available anywhere, and include an easy-to-read record of your conversation that both of you have access to (not just the supplier's call record). If you've a complex issue that needs a few heads, let your supplier work it out while you get on with your day. Why wait on hold only to be told they need time to fix your problem? 

It's normal to be apprehensive about emailing or using social media. After all, most of us are used to the sense of reassurance that talking to someone brings, especially when things go wrong. And there'll be some situations – emergencies, for example – when you need to call, and of course we'll be there (we usually answer calls in under a minute, in case you're curious).

But 99% of the time, emailing or messaging on Facebook is faster and more flexible. Unlike many suppliers, your typed or tapped queries to us won't gather dust in some unchecked inbox. They go straight to an energy specialist who has ultimate responsibility for solving your problem. You'd be surprised how much our energy specialists can do, and how fast they can do it, with nothing more than an email or Facebook message. Why not save your time and phone bill by letting them fix your problem while you carry on with your day – we'll call you if we need to. 

Most queries are dealt with in under an hour on average; more involved issues take a bit longer. Either way, with us, your message won't fall into a black hole. But to keep things going smoothly, remember to check your spam/junk folder for our replies, or better yet add us to your email safe list. 

Expect more from your supplier. They should fit round you, not the other way around. Giving our customers the best email and social media service possible (with fast phone response when you need it) is just one way we're putting you first.