Ofgem - Corona Energy

Quarterly report (April, May, June) 2023

Complaints number	Data item	Value
A1	Total agent handled contacts received (calculated automatically)	391,816
A2	Agent handled telephone calls	26,468
A3	Agent handled letters	62
A4	Agent handled emails/webforms/webchat/social media	365,286
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	220
B7	Complaints received by telephone	119
B8	Complaints received by email/webform/webchat/social media	98
B9	Complaints received by letter	3
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	170
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	33
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	144
C14	Complaints resolved after 56 calendar days (eight weeks)	26
C15	Average resolution time (in calendar days) for all complaints resolved	29
D16	Number of letters sent signposting the Ombudsman at 8 weeks	45
D17	Number of deadlock letters issued	68
E18	Number of microbusiness electricity customer accounts at the end of the quarter	9,559
E19	Number of microbusiness gas customer accounts at the end of the quarter	3,991
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	13,550
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	1,255
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	125

Complaints number	Data item	Value
A1	Total agent handled contacts received (calculated automatically)	401,205
A2	Agent handled telephone calls	29,533
A3	Agent handled letters	81
A4	Agent handled emails/webforms/webchat/social media	371,591
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	194
B7	Complaints received by telephone	131
B8	Complaints received by email/webform/webchat/social media	59
B9	Complaints received by letter	4
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	177
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	35
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	146
C14	Complaints resolved after 56 calendar days (eight weeks)	31
C15	Average resolution time (in calendar days) for all complaints resolved	25
D16	Number of letters sent signposting the Ombudsman at 8 weeks	49
D17	Number of deadlock letters issued	58
E18	Number of microbusiness electricity customer accounts at the end of the quarter	10,134
E19	Number of microbusiness gas customer accounts at the end of the quarter	4,167
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	14,301
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	1,238
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	124

Complaints number	Data item	Value
A1	Total agent handled contacts received (calculated automatically)	326,685
A2	Agent handled telephone calls	24,981
A3	Agent handled letters	106
A4	Agent handled emails/webforms/webchat/social media	301,598
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	187
B7	Complaints received by telephone	124
B8	Complaints received by email/webform/webchat/social media	61
B9	Complaints received by letter	2
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	157
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	55
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	138
C14	Complaints resolved after 56 calendar days (eight weeks)	19
C15	Average resolution time (in calendar days) for all complaints resolved	17
D16	Number of letters sent signposting the Ombudsman at 8 weeks	52
D17	Number of deadlock letters issued	63
E18	Number of microbusiness electricity customer accounts at the end of the quarter	11,245
E19	Number of microbusiness gas customer accounts at the end of the quarter	4,057
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	15,302
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	1,026
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	103

Complaints number	Data item	Value
A1	Total agent handled contacts received (calculated automatically)	372,760
A2	Agent handled telephone calls	27,789
A3	Agent handled letters	95
A4	Agent handled emails/webforms/webchat/social media	344,876
A5	Online petitions received	0
B6	Total complaints received (calculated automatically)	199
B7	Complaints received by telephone	108
B8	Complaints received by email/webform/webchat/social media	84
B9	Complaints received by letter	7
B10	Complaints received by other format e.g face to face, fax	0
C11	Complaints resolved (calculated automatically)	213
C12	Complaints resolved by the end of the first working day after the complaint was received (D+1)	66
C13	Complaints resolved between date complaint received and 56 calendar days (eight weeks)	182
C14	Complaints resolved after 56 calendar days (eight weeks)	31
C15	Average resolution time (in calendar days) for all complaints resolved	20
D16	Number of letters sent signposting the Ombudsman at 8 weeks	56
D17	Number of deadlock letters issued	67
E18	Number of microbusiness electricity customer accounts at the end of the quarter	8,613
E19	Number of microbusiness gas customer accounts at the end of the quarter	3,360
E20	Total number of microbusiness electricity and gas accounts (calculated automatically)	11,973
E21	Complaints resolved per 100,000 customer accounts (calculated automatically)	1,779
E22	Complaints resolved per 10,000 customer accounts (calculated automatically)	178