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Looking after our customers

WPD remains committed to providing excellent customer service. For RIIO-ED2, we will continue to build on our success in ED1 to ensure we maintain and improve our high levels of customer service. To achieve this, it is vital that all our staff are equally committed to ensuring that every interaction with a customer results in customer satisfaction.

The transition to a smart, flexible low carbon network will bring significant change and uncertainty – and an even greater need for excellent customer service. The new services and interactions we will introduce during the transition must deliver the same excellent experience for customers.

We are also committed to looking after our vulnerable customers and those who are less well-off.

How to respond to this consultation

This online consultation is broken up into 4 separate sections;

  • meeting the need of consumers and network users
  • maintaining a safe and resilient network
  • delivering an environmentally sustainable network
  • further views on the plan

Throughout each section you will be asked to submit your options as you go. At the end of each section you will see a link to progress to the next section. 

If you have any questions about this process before submitting please email us: yourpowerfuture@westernpower.co.uk.

Package 1.1 - Customer Service

Please choose your preferred option per commitment and then submit to continue.

Core Commitment
Current RIIO-ED1 performance
Option 1: Incremental improvement
Option 2: WPD current view
Option 3: Further ambition
Option 4: Considerably greater ambition
Positive impact for customers
Option 5
1
Maintain a high standard customer satisfaction score across all key services areas
>89%
90%
91%
92%
Excellent and improved service across all key service areas, including power cuts, connections and general enquiries.
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Bill Impact
Maintain a high standard customer satisfaction score across all key services areas Bill Impact for option Option 1: Incremental improvement:None
Maintain a high standard customer satisfaction score across all key services areas Bill Impact for option Option 2: WPD current view:None
Maintain a high standard customer satisfaction score across all key services areas Bill Impact for option Option 3: Further ambition:+24p
Maintain a high standard customer satisfaction score across all key services areas Bill Impact for option Option 4: Considerably greater ambition:+48p
2
Achieve full compliance with the Customer Service Excellence Standard every year.
Full compliance
Independent scrutiny of WPD’s customer service processes and delivery. This includes benchmarking to other sectors to identify the latest best practice and new improvements WPD could adopt to enhance its services.
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3
Answer calls within an average of four seconds and maintain an abandoned call rate of less than 1%, within our UK-based, in-region Contact Centres.
2-4 seconds
Customers virtually get straight through to speak to a call agent on the telephone
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4
Respond to social media enquiries and power cut reports quickly
6-7 minutes
5 minutes
4 minutes
3 minutes
Customers contacting us for a response on Twitter, Facebook and WhatsApp received a swift response
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Bill Impact
Respond to social media enquiries and power cut reports quickly Bill Impact for option Option 1: Incremental improvement:None
Respond to social media enquiries and power cut reports quickly Bill Impact for option Option 2: WPD current view:None
Respond to social media enquiries and power cut reports quickly Bill Impact for option Option 3: Further ambition:+0.5p
Respond to social media enquiries and power cut reports quickly Bill Impact for option Option 4: Considerably greater ambition:+1p
5
Provide greater insight on the planned work activity and interruptions on the network by creating an online viewer for our customers and stakeholders.
New
Enable customers access information online via a ‘self-service’ function, rather than needing to call us, if that is their preference
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6
Achieve full compliance with the British Standard for Inclusive Service Provision every year.
Full compliance
Independent scrutiny of the accessibility and range of WPD’s customer service, including communications channels, to help identify improvements
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7
Resolve at least 90% of complaints within one day & resolve 99% of complaints within 31 day.
90%
Complaints resolved to the customer’s full satisfaction very quickly
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Expenditure
Expenditure for option Option 1: Incremental improvement:None
Expenditure for option Option 2: WPD current view:None
Expenditure for option Option 3: Further ambition:+£8.71m
Expenditure for option Option 4: Considerably greater ambition:+£17.33m
Bill Impact
Bill Impact for option Option 1: Incremental improvement:None
Bill Impact for option Option 2: WPD current view:None
Bill Impact for option Option 3: Further ambition:+24.5p
Bill Impact for option Option 4: Considerably greater ambition:+49p
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Please choose your preferred option per commitment and then submit to continue.

Package 1.2 – Customers in vulnerable situations

Please choose your preferred option per commitment and then submit to continue.

Core Commitment
Current RIIO-ED1 Performance
Option 1: Incremental improvement
Option 2: WPD current view
Option 3: Further ambition
Option 4: Considerably greater ambition
Positive impact for customers
Option 5
8
Proactively contact over 2 million Priority Service Register customers once every two years to remind them of the services we provide and update their records
30% via direct telephone call; 70% by letter/email
30% via direct telephone call
40% via direct telephone call
60% via direct telephone call
80% via direct telephone call
Regular contact to keep vital data on the needs of our most vulnerable customers accurate and up to date. Ensure WPD’s PSR is representative of the needs of vulnerable customers with appropriate representation from high deprivation areas. More ‘in person’ contact enables bespoke advice to be delivered to meet that individual’s needs.
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Bill Impact
Proactively contact over 2 million Priority Service Register customers once every two years to remind them of the services we provide and update their records Bill Impact for option Option 1: Incremental improvement:-1p
Proactively contact over 2 million Priority Service Register customers once every two years to remind them of the services we provide and update their records Bill Impact for option Option 2: WPD current view:None
Proactively contact over 2 million Priority Service Register customers once every two years to remind them of the services we provide and update their records Bill Impact for option Option 3: Further ambition:+2p
Proactively contact over 2 million Priority Service Register customers once every two years to remind them of the services we provide and update their records Bill Impact for option Option 4: Considerably greater ambition:+4p
9
Achieve a ‘one-stop-shop’ service for vulnerable customers joining the Priority Services Register so that they only have to register with WPD once to be registered automatically with their energy supplier, water company and gas distributor
Manual data shares with 80% of water companies
Customers no longer have to register multiple times with each individual utility company in order to receive priority support.
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10
Identify and engage hard-to-reach vulnerable customers each year to join the Priority Services Register within RIIO-ED2
20,000 a year
20,000 customers
30,000 customers
40,000 customers
50,000 customers
Customers with the most serious vulnerabilities are proactively identified and offered support.
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Bill Impact
Identify and engage hard-to-reach vulnerable customers each year to join the Priority Services Register within RIIO-ED2 Bill Impact for option Option 1: Incremental improvement:-0.5p
Identify and engage hard-to-reach vulnerable customers each year to join the Priority Services Register within RIIO-ED2 Bill Impact for option Option 2: WPD current view:None
Identify and engage hard-to-reach vulnerable customers each year to join the Priority Services Register within RIIO-ED2 Bill Impact for option Option 3: Further ambition:+0.5p
Identify and engage hard-to-reach vulnerable customers each year to join the Priority Services Register within RIIO-ED2 Bill Impact for option Option 4: Considerably greater ambition:+1p
11
Work with expert stakeholders, including our Customer Panel and referral partners, to annually refresh our understanding of ‘vulnerability’ and co-create an ambitious annual action plan
As per commitment
We will seek to continually improve our services for vulnerable customers and respond quickly to changes in expectations or requirements.
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12
Support fuel poor customers to make savings on energy bills over RIIO-ED2
70,000 customers saved £27m in the last 5 years
56,000 customers to save £30m
75,000 customers to save £40m
94,000 customers to save £50m
113,000 customers to save £60m
Customers living in cold homes and/or struggling to afford their energy bills received tailored support to make long term changes to improve their ability to afford to heat their home.
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Bill Impact
Support fuel poor customers to make savings on energy bills over RIIO-ED2 Bill Impact for option Option 1: Incremental improvement:-1.5p
Support fuel poor customers to make savings on energy bills over RIIO-ED2 Bill Impact for option Option 2: WPD current view:None
Support fuel poor customers to make savings on energy bills over RIIO-ED2 Bill Impact for option Option 3: Further ambition:+1.5p
Support fuel poor customers to make savings on energy bills over RIIO-ED2 Bill Impact for option Option 4: Considerably greater ambition:+3p
13
Develop a model to identify the capabilities of vulnerable customers to participate in a smart, low carbon future. Use this to maximise participation, remove barriers to entry and encourage collaboration with the wider industry
New
Understand the abilities of vulnerable customers to take part in a smart energy future so we can develop targeted initiatives to support them.
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14
Provide vulnerable and fuel poor customers with specific support and education in relation to the smart energy transition
New
Support 15% of PSR per year
Support 20% of PSR per year
Support 30% of PSR per year
Support 40% of PSR per year
Targeted advice and support for vulnerable customers in relation to low carbon technologies, smart meters, and flexible energy services for example.
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Bill Impact
Provide vulnerable and fuel poor customers with specific support and education in relation to the smart energy transition Bill Impact for option Option 1: Incremental improvement:-0.5p
Provide vulnerable and fuel poor customers with specific support and education in relation to the smart energy transition Bill Impact for option Option 2: WPD current view:None
Provide vulnerable and fuel poor customers with specific support and education in relation to the smart energy transition Bill Impact for option Option 3: Further ambition:+0.5p
Provide vulnerable and fuel poor customers with specific support and education in relation to the smart energy transition Bill Impact for option Option 4: Considerably greater ambition:+1p
15
Take a leading role in initiating collaboration with a range of industry participants to share best practice and co-deliver schemes to ensure vulnerable customers are not left behind by the smart energy transition
New
Share best practice with other network operators and initiate collaboration where it will lead to better outcomes for customers than if we had acted alone.
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Expenditure
Expenditure for option Option 1: Incremental improvement:-£1.15m
Expenditure for option Option 2: WPD current view:None
Expenditure for option Option 3: Further ambition:+£1.53m
Expenditure for option Option 4: Considerably greater ambition:+£2.85m
Bill Impact
Bill Impact for option Option 1: Incremental improvement:-3.5p
Bill Impact for option Option 2: WPD current view:None
Bill Impact for option Option 3: Further ambition:+4.5p
Bill Impact for option Option 4: Considerably greater ambition:+9p
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Package 1.3 – Connections

Please choose your preferred option per commitment and then submit to continue.

Core Commitment
Current RIIO-ED1 Performance
Option 1: Incremental improvement
Option 2: WPD current view
Option 3: Further ambition
Option 4: Considerably greater ambition
Positive impact for customers
Option 5
16
We will develop our connections process and improve availability of information so that customers wishing to connect can easily comprehend the process and follow a simple set of rules to apply for a connection
New
The connections process is easy for customers to understand form the outset. Before applying customers know exactly what to expect and what information will be required.
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17
Maintain a high standard average customer satisfaction for connections
>89%
90%
91%
92%
Excellent and improved service across all aspects of the connections process including quotations and completed works.
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Bill Impact
Maintain a high standard average customer satisfaction for connections Bill Impact for option Option 1: Incremental improvement:None
Maintain a high standard average customer satisfaction for connections Bill Impact for option Option 2: WPD current view:None
Maintain a high standard average customer satisfaction for connections Bill Impact for option Option 3: Further ambition:+18.5p
Maintain a high standard average customer satisfaction for connections Bill Impact for option Option 4: Considerably greater ambition:+37p
18
Improve our performance against Time To Quote (TTQ) and Time To Connect (TTC) for LCTs from RIIO-ED1 Level
Measure to be introduced (current response time to LCT enquiries = 4 days)
1% Improvement
2% Improvement
3% Improvement
Customers receive quick and timely service for quotations and completed connection works
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Bill Impact
Improve our performance against Time To Quote (TTQ) and Time To Connect (TTC) for LCTs from RIIO-ED1 Level Bill Impact for option Option 1: Incremental improvement:None
Improve our performance against Time To Quote (TTQ) and Time To Connect (TTC) for LCTs from RIIO-ED1 Level Bill Impact for option Option 2: WPD current view:None
Improve our performance against Time To Quote (TTQ) and Time To Connect (TTC) for LCTs from RIIO-ED1 Level Bill Impact for option Option 3: Further ambition:+0.5p
Improve our performance against Time To Quote (TTQ) and Time To Connect (TTC) for LCTs from RIIO-ED1 Level Bill Impact for option Option 4: Considerably greater ambition:+1p
19
Engage with 130 local authorities and local enterprise partnerships to understand their requirements for strategic investment in terms of changes in demand or network use
Meetings on ad hoc basis
Once every five years
Once every three years
Once every two years
Once every year
Ensure the local energy requirements in each of our regions are fully understood and feed into our long-term strategic planning in a timely and effective way.
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Bill Impact
Engage with 130 local authorities and local enterprise partnerships to understand their requirements for strategic investment in terms of changes in demand or network use Bill Impact for option Option 1: Incremental improvement:-1p
Engage with 130 local authorities and local enterprise partnerships to understand their requirements for strategic investment in terms of changes in demand or network use Bill Impact for option Option 2: WPD current view:None
Engage with 130 local authorities and local enterprise partnerships to understand their requirements for strategic investment in terms of changes in demand or network use Bill Impact for option Option 3: Further ambition:+0.5p
Engage with 130 local authorities and local enterprise partnerships to understand their requirements for strategic investment in terms of changes in demand or network use Bill Impact for option Option 4: Considerably greater ambition:+1p
20
Improve cross border working practices between WPD, Independent Distribution Network Operators, National Grid Transmission and the Energy System Operator. Also promote competition in connections
New
Ensure that customers are able to obtain efficient and effective response to their connection requirements regardless of where multiple parties are involved, including where customers choose to proceed with a competitive connections provider.
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Expenditure
Expenditure for option Option 1: Incremental improvement:-£0.31m
Expenditure for option Option 2: WPD current view:None
Expenditure for option Option 3: Further ambition:+£6.99m
Expenditure for option Option 4: Considerably greater ambition:+£13.82m
Bill Impact
Bill Impact for option Option 1: Incremental improvement:-1p
Bill Impact for option Option 2: WPD current view:None
Bill Impact for option Option 3: Further ambition:+19.5p
Bill Impact for option Option 4: Considerably greater ambition:+39p
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Package 1.4 – Social contract

Please click your preferred option and then and then submit to continue.

Core Commitment
Current RIIO-ED1 performance
Option 1: Incremental improvement
Option 2: WPD current view
Option 3: Further ambition
Option 4: Considerably greater ambition
Positive impact for customers
Option 5
21
Publish annual reports in a simple, easy to understand format, setting out WPD’s total expenditure, the impact on customer bills and actual regulatory returns
New
Provide customers with transparent information to enable them to understand our performance and financial returns and hold us to account for our delivery.
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22
We will, as a minimum, maintain our prime Environmental, Social and Governance (ESG) rating from a recognised agency
‘Prime’ status (Threshold = C+ rating; Actual = B rating)
Independent scrutiny of WPD’s environmental, social and corporate governance initiatives to provide stakeholders with a view of WPD’s performance relative to wider UK businesses and to identify improvements.
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23
Support local people in our communities via an annual ‘Community Matters’ Fund
New
£0.5m
£1m
£1.5m
£2m
Act as a socially responsible business that will support the needs of the local communities we serve – delivering key corporate social responsibility initiatives to help people in vulnerable situations.
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Bill Impact
Support local people in our communities via an annual ‘Community Matters’ Fund Bill Impact for option Option 1: Incremental improvement:-1.5p
Support local people in our communities via an annual ‘Community Matters’ Fund Bill Impact for option Option 2: WPD current view:None
Support local people in our communities via an annual ‘Community Matters’ Fund Bill Impact for option Option 3: Further ambition:+1.5p
Support local people in our communities via an annual ‘Community Matters’ Fund Bill Impact for option Option 4: Considerably greater ambition:+3p
24
Provide staff with paid leave to volunteer to support local community initiatives associated with vulnerability and environmental initiatives
New
No volunteer days per annum
1,000 volunteer days per year
2,000 volunteer days per year
3,000 volunteer days per year
Expand the impact, scope and reach of community and charity initiatives across WPD’s regions, to deliver for the wider social good of people living in WPD’s service territory.
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Bill Impact
Provide staff with paid leave to volunteer to support local community initiatives associated with vulnerability and environmental initiatives Bill Impact for option Option 1: Incremental improvement:-1p
Provide staff with paid leave to volunteer to support local community initiatives associated with vulnerability and environmental initiatives Bill Impact for option Option 2: WPD current view:None
Provide staff with paid leave to volunteer to support local community initiatives associated with vulnerability and environmental initiatives Bill Impact for option Option 3: Further ambition:+1p
Provide staff with paid leave to volunteer to support local community initiatives associated with vulnerability and environmental initiatives Bill Impact for option Option 4: Considerably greater ambition:+1.5p
Expenditure
Expenditure for option Option 1: Incremental improvement:-£0.75m
Expenditure for option Option 2: WPD current view:None
Expenditure for option Option 3: Further ambition:+£0.75m
Expenditure for option Option 4: Considerably greater ambition:+£1.5m
Bill Impact
Bill Impact for option Option 1: Incremental improvement:-2.5p
Bill Impact for option Option 2: WPD current view:None
Bill Impact for option Option 3: Further ambition:+2.5p
Bill Impact for option Option 4: Considerably greater ambition:+4.5p
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Alternative ways to respond

If you would prefer to post or email your response to use please use the details below:

Email: yourpowerfuture@westernpower.co.uk

Post: Stakeholder Team, Western Power Distribution, Herald Way, Castle Donington, DE74 2TU. 

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