Memorandum submitted by Energywatch
Q74 (Mr Richard Bacon):
The information on the breakdown of the £12
million costs it incurred in closing down its predecessor bodies
is as follows:.
| £m |
| |
| Redundancy payments | 4.1 |
| Office closures | 3.8 |
| Revenue and capital expend on IT | 2.7
|
| Staff development | 0.4 |
| Onerous leases | 1.0 |
| Total (to 31/03/04) | 12.0 |
Q 138 (Chairman):
The following note covers complaints received by energywatch
for each of the six major domestic suppliers in the three principle
areas—account and billing, direct selling and transfers.
Except in the cases of EdF and Powergen, this information dates
back to April 2002. The note also includes industry graphs showing
these three areas to enable a comparison to made between the six
companies. The graphs show three-month rolling averages per 1,000
customers of account and billing complaints (pink line), direct
selling (blue line) and transfers (yellow line).
In addition, we have included the actual number of complaints
in each of the three areas for each of the six suppliers and the
industry as a whole.
OVERALL DOMESTIC INDUSTRY AVERAGES COMPLAINTS[10]
Industry
| Year 2002-03
| Year 2003-04 | Apr to Dec 2004
|
Account & billing complaints
| 43,057 | 42,736 | 27,462
|
Direct selling complaints
| 12,949
| 4,217 | 1,064 |
Transfer complaints
| 31,404
| 17,019 | 9,535 |
| | |
|
BRITISH GAS DOMESTIC COMPLAINTS
| British Gas Trading | Year 2002-03
| Year 2003-04 | Apr to Dec 2004
|
| Account & billing complaints | 17,521
| 14,617 | 8,075 |
| Direct selling complaints | 3,757
| 1,205 | 371 |
| Transfer complaints | 10,645
| 5,215 | 2,741 |
| | |
|
EdF DOMESTIC COMPLAINTS[11]
| EdF | Nov 2002 to Mar 2003
| Year 2003-2004 | Apr to Dec 2004
|
| Account & billing complaints | 506
| 2,581 | 2,081 |
| Direct selling complaints | 419
| 191 | 32 |
| Transfer complaints | 475 |
1,082 | 742 |
| | |
|
NPOWER DOMESTIC COMPLAINTS
| Npower | Year 2002-03
| Year 2003-04 | Apr to Dec 2004
|
| Account & billing complaints | 11,372
| 10,279 | 7,054 |
| Direct selling complaints | 2,175
| 640 | 187 |
| Transfer complaints | 7,492
| 3,494 | 1,880 |
| | |
|
POWERGEN DOMESTIC COMPLAINTS[12]
| Powergen | Year 2003-04
| Apr to Dec 2004 |
| Account & billing complaints | 9,087
| 5,759 |
| Direct selling complaints | 886
| 106 |
| Transfer complaints | 3,906
| 2,007 |
| | |
SSE DOMESTIC COMPLAINTS
| Scottish and Southern Group | Year 2002-03
| Year 2003-04 | Apr to Dec 2004
|
| Account & billing complaints | 1,607
| 1,090 | 562 |
| Direct selling complaints | 582
| 599 | 120 |
| Transfer complaints | 1,120
| 593 | 281 |
| | |
|
SCOTTISH POWER DOMESTIC COMPLAINTS
| Scottish Power | Year 2002-03
| Year 2003-04 | Apr to Dec 2004
|
| Account & billing complaints | 3,830
| 3,530 | 3,327 |
| Direct selling complaints | 1,267
| 432 | 203 |
| Transfer complaints | 2,853
| 1,896 | 1,585 |
| | |
|
10
Please note that, in each table, the Y axis on the left only
applies to account and billing complaints per 1,000 customers,
the right hand side axis is for the other two complaint areas. Back
11
Figures for EdF energy date back to November 2002 when SEEboard
complaints were first incorporated into EdF's figures. Back
12
Powergen's figures are shown from April 2003 onwards, when TXU/Amerada
complaints began to be incorporated into Powergen's figures. Back
|
