16 February 2004 00:00 East Midlands Electricity praised ‘for going that extra mile in customer care’

East Midlands Electricity has been praised for its innovative customer service vehicle in a report by the industry regulator, Ofgem.

The report into services for vulnerable customers such as those who are older, disabled or chronically sick also encouraged other distribution companies to copy EME’s innovative customer service vehicle.

EME’s customer service vehicle – the only one of its kind in the UK – is sent out to offer assistance and support to vulnerable customers during a power cut. EME staff on the van can offer advice, as well as more practical help such as blankets, flasks of hot drinks and food.

Jim Lightfoot, Customer and Networks Operations Manager at EME, said: “Excellent customer service is our top priority and we’re very pleased that we’ve been recognised for going that extra mile in customer care.

“We’re the first distributor to have a customer care vehicle and Ofgem clearly believe that we’re leading the way in that area.

“The great thing about the van is that, as well as providing care, it also acts as a focal point for communication for both residents and EME staff.”

EME also keeps a register of the thousands of its customers who need extra care and attention if a power cut happens. The Priority Service register enables staff to quickly identify where vulnerable customers live and to prioritise work where necessary.

“It’s vitally important that we continue updating the Priority Service register and investing in new initiatives such as the customer service vehicle,” said Jim.

“We’re committed to improving our service to all our customers, but especially to those who have special needs in a power cut.”

Ends

Notes to editors:
•East Midlands Electricity provides a 99.98% reliable service to its 2.4 million customers;
•To report a fault please call 0800 056 8090, for general enquires please call 0800 096 3080.

For more information contact:
Rebecca Middleton on 024 7642 5779