13 February 2004 00:00 East Midlands Electricity gets the thumbs up

East Midlands Electricity (EME) has received a glowing report following an annual audit of its performance and has been praised for its high level of customer service.

The audit, which was carried out by Lloyd’s Register Quality Assurance, is an annual ‘health check’ on how the business is performing and assesses its level of customer care.

Jim Lightfoot, Customer and Networks Operations Manager at EME, said: “The auditors looked at EME’s overall performance in seven areas: restoring supply, voltage problems, dealing with faults, new connections, moving meters, multiple interruptions to supply, and correspondence.

“They gave us very positive feedback and we’re obviously delighted. The comment that pleased us most was that the auditors felt that everyone within the business wants to get it right for our customers.”

The audit also scrutinised specific standards of service laid down by Ofgem, the energy industry regulator. These are more detailed performance areas like notifying customers ahead of planned outages and keeping appointments.


In all these areas, the audit found EME to be performing well and providing an excellent service to its 2.4 million customers.

“We pride ourselves in being very customer-oriented, so it was especially satisfying that this was noticed by the auditors,” said Jim.

He added that there were a few areas where the auditors have made suggestions for improvements and a team from EME will be assessing the report to suggest ways to build on the current levels of customer service.

Ends

For more information contact:
Rebecca Middleton on 024 7642 5779