The latest edition of Citizens Advice’s energy star rating - which ranks domestic suppliers based on customer service – has placed Together Energy above British Gas, SSE, E.ON and Scottish Power.
Together Energy has been ranked in 20th place out of 34 suppliers, due to its performance in completing 99.6% of switches successfully within 15 working days, responding to over 85% of emails within 2 days and achieving average call centre wait times of 26 seconds.
It represents further progress for the company, which announced in March that it has seen a 284% increase in its customer accounts over the past two years – growing from 97,000 in Quarter 4 2019, to 280,000 in Quarter 1 2021.
Warrington Borough Council began its partnership with Together Energy in September 2019, with an £18m investment seeing the council take a 50% share-holding in the business. This investment has enabled the company to supply 100% green energy to its customers.
Deputy Council Leader, Cllr Cathy Mitchell, said: “Our Together Energy partnership is bringing Warrington real benefits, helping us tackle the climate emergency, reduce fuel poverty and create new employment opportunities for young disadvantaged people.
“Together Energy really is going from strength to strength, and these new figures are very pleasing. It’s fantastic to see the company’s ongoing growth being underpinned by a strong focus on providing a first-class service to its rapidly growing customer base.”
Paul Richards, founder of Together Energy, said: “Ensuring consistently good customer service is core throughout our business and we are pleased with the progress we have made and we continue to make significant investment in our training to drive improvement. Our customers have made it clear to us that they 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.”
Together Energy employs 215 call centre staff in Clydebank, a further 13 at their new base in Warrington, and 99 in Bristol. All staff were moved to remote working within days of lockdown in March 2020.
The company is actively recruiting and currently has 75 vacancies. Anyone in the Warrington community who is interested in working with a living wage employer, should contact email@example.com. Together Energy pays the over 25’s living wage salary to everyone and it focuses on recruiting people from the most deprived postcodes.
The company is also working on a ground-breaking study in Warrington, exploring energy usage and how Warrington will deliver a net-zero local energy system. This study has received national funding.
Gavin Baillie, Director of Regulation said, "We are currently piloting developing technologies, such as how to use thermal image surveys to provide insights to homes and businesses in Warrington, that will not only generate plans on how to reduce energy costs, but will also future proof any buildings that are developed in Warrington in the future. This is really exciting research and we are delighted to be trailblazing in the borough."
Together Energy’s financial results will be published at the end of July and details will be available by contacting Sharon McEwan on 07801 560 231 or at firstname.lastname@example.org