- Getting Started
- Payment Options
- Moving Premises
- Emergency Essentials
- Meter reads
- How to Read Your Gas Invoice
- How to Read Your Electricity Invoice
- Technical Services
- Electricity Half-Hourly Data
- Questions and Answers
- Financial Assistance
- Demand Side Response
- Deemed Rates
- Getting Started
Our Standards and Ethics
Treating Customers Fairly
Total Gas & Power believes in the mutual benefits of excellent customer service. That's why we adhere to the following principles:
We will behave and carry out actions in a fair, honest, transparent, appropriate and professional manner.
When providing information to customers (whether orally or in writing) it must be:
1. Complete, accurate and not misleading
2. Communicated in plain and intelligible language
3. Relate to products and services that are actually appropriate to the type of customer to whom it is directed
4. Fair in terms of content and how it is presented
We must make it easy for customers to contact us.
We must act promptly to put things right when we make a mistake.
We must ensure that customer service arrangements and processes are fit for purpose and transparent.
All employees take part in an extensive workshop based around our internal behavioural programme which focuses purely on you, our customer and keeping you at the heart of everything we do. All telephone calls are recorded and we carry out monthly quality assessments to make sure our employees are being fair, honest, transparent, appropriate and professional when speaking to you.
New measures to help us improve the service we deliver to you
We have reviewed our internal complaints process and our definition of a complaint to enable us to better report on what is causing you, our customers, dissatisfaction. With this information we are investigating ways in which we can improve our service to you.
New Customer On-boarding Process
We have improved the way that we welcome you to Total Gas & Power by sending all new customers a welcome booklet containing useful, up-to-date information. We also attempt to contact all new customers between when you accept a price from us, to when you receive your first bill.
Some Gas customers already benefit from receiving bills quarterly and this has now been launched to our Electricity Customers.
We continue to ask for your feedback annually to help us to improve our products and services. The 2015 survey has already been sent out to our customers by email. If you have not received it, this may be because we don't have an email address on record for you. If you have any feedback or would like to give us your email address, please contact us.
What's coming up?
Welcome to Total Gas & Power
We are improving the way we welcome you to our supply with a new welcome booklet containing useful and relevant information and looking at the way we stay in contact with you from when you agree to move to us through to getting your first bill.
Meter Reading Reminders
Your feedback told us that you don't want to receive a letter each month reminding you to take a meter reading. We are therefore launching a new text reminder service. This service is more convenient for you, as well as better for the environment (no use of paper or ink). It also gives you the opportunity to opt out of the service should you wish to do so.
Open for Businesses
You can already enter your reads online and access your bills electronically. We are now working on ways to improve and extend the services available to you through our website, enabling you to access even more information 24 hours a day.
Institute of Customer Service
We are proud members of the Institute of Customer Service. The Institute supports businesses in their quest to improve the client experience and business performance.
Total Gas & Power has been registered to ISO since 1994. We realise the importance and underlying values the certification holds. The quality standard ISO encompasses the beliefs and attitudes of our business to become a premium service provider.
Total Gas & Power have held the ISO 9001 Certification since 1994. Our aim is to consistently strive to exceed the expectations of our customers, our shareholders and our team. We believe in quality and we understand that focusing on quality in everything we do will enable us to achieve our goals.
We are proud to have ISO 9001:2008 Quality certification and we actively utilise the standard as a framework for excellence. We believe that we cannot meet the expectations of our other stakeholders unless we consistently meet the expectations of our customers.
To us, quality means:
Consistently providing high performance in all the services that we provide
Achieving our objectives and improving the effectiveness of our processes
Rapid resolution and proactive monitoring of complaints and disputes in order that we learn from them
Rewarding team members who consistently offer a Quality service to customers and colleagues
Encouraging loyalty from existing customers through our actions
Encouraging new customers to join us by demonstrating professionalism in our servicing capability
We believe every person who works in the business can impact quality. Everyone can get it right, first time, every time.
Total Gas & Power have held the ISO 14001 Certification since April 2008. Total Gas & Power is a professional and environmentally conscious organisation which acknowledges the impact that our operations may potentially have on the environment. The clear objective of Total Gas & Power is to minimise any impact on the environment by:
- Reducing waste
- Considering the effects that our operations may have on the local community
- Taking action to eliminate or reduce, as far as practicable, any potentially adverse environmental impacts
- Promoting environmental awareness amongst our customers, suppliers, contractors and partners by implementation of operational procedures
- Seeking to work in partnership with the community by behaving in a considerate and socially responsible manner
Managerial and supervisory staff have responsibilities for the implementation of the Policy and must ensure that environmental issues are given adequate consideration in the planning and day to day supervision of all work.
Total Gas & Power have an understanding and commitment to comply with the duties placed upon it within the requirements of legislation and regulation, whilst at all times complying with, as a matter of best practice, other requirements and duties set out within Approved Guidance as issued by the Environmental Agency and other organisations.
All employees and sub-contractors are expected to co-operate and assist in the implementation of this Policy, whilst ensuring that their own works, so far as is reasonably practicable, are carried out without risk to themselves, others or the environment. This includes co-operating with management on any environment related matter.
Total Gas & Power will take all practical steps to ensure that potential hazards and risks to the environment are identified and that suitable and effective preventive and control measures are implemented.
Teamwork, training, communication and our commitment to continuous improvement are key to our success. All employees will be provided with the necessary resources, equipment, information, instruction and training to fulfil the requirements of this Policy.
The Directors have overall responsibility for all environmental matters. The operation of this Policy and the associated procedures will be monitored and reviewed on a regular basis to ensure that they remain current and applicable to the Company's activities. This Policy has been endorsed by the Directors who give their full support to its implementation.
Total Gas & Power adhere to the ICOSS Non-Domestic back-billing principles which are voluntary standards for back-billing of micro-business energy customers. This document can be found here.
Visiting a Customer's Premises
Visiting a customer's premises is an important part of several of the routine activities Total Gas & Power carry out as a business to business energy supplier.
We are committed to ensuring that the experience customers have when one of our representatives does visit their premises is a quality one, and one that reinforces our focus on customer service.
The minimum standards we have in place for all our representatives visiting the customer's premises are that they:
- Possess the skills necessary to perform the required function
- Can be readily identified as a representative of Total Gas & Power
- Are a fit and proper person to visit and enter the customer's premises
- Are able to inform the Customer, on request, of a contact point for any help and advice that he may require in relation to the supply of energy.
Total Gas & Power has a range of measures in place to help us achieve these aims including:
- An audit program that monitors these visits to ensure they all meet the required standards
- Conditions built into the contracts with all partners we use to ensure they have the appropriate vetting, training and monitoring processes required to comply with these requirements
- A robust complaints and customers service process to identify any potential failings and ensure remedial action is taken to resolve them
If you would like a copy of this policy or any other information please contact our customer services team on 0333 003 7874
If at any time someone visits you premises claiming to represent Total Gas & Power and you are unsure of the reason for the visit or the exact identify of the visitor then please contact us on 0333 003 7874 for assistance.
Total is committed to growing its business based on shared values and common principles that clearly assert its ethical standards and accountability for all its businesses. Ethics Charter
The information above is correct as of September 2016.