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Improving customer service at gas company

The Consumer Council was contacted by a property developer who had encountered customer service issues with a gas company  during the installation of the gas connection to four properties. The main areas of concern were as follows:

  • The length of time taken to complete his installation;
  • The gas company's failure to respond to their complaints; and
  • Inadequate customer service throughout the installation process.


Following our investigation, the gas company agreed that they should have better managed the consumer’s complaint and responded in writing, this was a mistake on the gas company's part for which they apologised.


Under Guaranteed Standards of Service GSS9, the gas company agreed to pay £25 for its failure to respond to the consumer and a further payment of £25 was made under GSS10 for not making the initial payment on time.

The gas company agreed to take learning from the complaint and to review its processes to improve communications with consumers going forward.