2011 performance review
Read a strategic update on our customer trust and fairness activities in the 2011 CR Performance Review.
Customer trust and fairness
To win our customers' trust we must treat them fairly. Earning and maintaining customer trust is essential to enable us to grow our business. We are working hard to change how our customers view us - to show them we act with their best interests at heart.
Latest Update | 17 May 2013
Reducing consumption through the British Gas and Thames Water partnership
The five year British Gas and Thames Water partnership helps customers lower their water and energy consumption, enabling household utility bills to be reduced.
CR updates
Corporate Responsibility
27 March 2013
CR reporting within the 2012 Annual Report and beyond
Centrica has launched its 2012 Annual Report and Accounts. In this blog, Jeff talks about how corporate responsibility is reported within the Annual Report, and also provides an update on what’s next for Centrica’s CR reporting.
Jeff Oatham
Corporate Responsibilty
08 March 2013
Climate change week – Our Downstream Story
In recognition of climate change week and following the updated corporate strategy, Jeff describes how Centrica’s activities with customers help mitigate climate change.
Jeff Oatham
Corporate Responsibilty
Overview
Our customers must trust the reliability of our energy supplies to meet an essential need to heat and power their homes. They must trust our engineers to install and maintain their boilers, and to provide expert advice and equipment that can help them improve the energy efficiency of their homes. They must trust us to charge them appropriately for these services. And they must trust us with their personal information.
We understand that we need to earn this trust and are focusing on:
- Improving customer service
- Reducing the complexities of energy pricing and simplifying our energy tariffs
- Supporting our more vulnerable customers to manage their energy costs and consumption
- Communicating clearly with all our customers in our marketing and billing
Listening and responding to our customers is a priority. We do this through regular dialogue with customers and initiatives such as the British Gas 'Customer Board'. The feedback we receive from our customers has resulted in greater customer transparency through simpler pricing structures and our interactive tool to energy prices to give customers a straightforward breakdown of what makes up their energy bill.
2012 Performance Review
Read a strategic update on our customer trust and fairness activities in the 2012 CR Performance Review.
Data
Find 2012 data for our customer trust and fairness performance indicators in our interactive data centre.
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Customer trust and fairness
Data
Find 2011 progress against customer trust performance indicators in our interactive data centre.
Updates
We aim to publish updates on customer trust on this page throughout the year.
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