We were appointed Supplier of last Resort when OneSelect ceased trading and acquired through a competitive bid process, 33k customers. I wish I had changed earlier. How and when you’ll get your refund: You’ll usually get your refund … We are proud to be placed 7th best energy supplier for ease of switching to us when compared to the top 34 energy suppliers. We will respond to any complaint we receive with a plan and we aim to resolve 90% of complaints within 48 hours. Speaking after the Board approval, the Managing Director of the Rural Electrification Agency, Damilola Ogunbiyi, noted: “We are extremely pleased with the African Development Bank’s decision to support NEP. NEP will also train and employ thousands of Nigerians with particular focus on women and young people.”, Rhoda Limbani Mshana, Chief Power Sector Regulations Specialist, PESR, The African Development Bank and Africa Growing Together Fund to Provide US$ 200 Million in Joint Financing to support the Nigeria Electrification Project, Macro-economics Policy, Forecasting and Research, African Development Bank’s New Deal on Energy for Africa, Independent Development Evaluation (IDEV). Voice your opinion today and … We invested heavily to maintain these standards, and more than doubled our customer service team to meet the demand. We are continuing to try to contact OneSelect customers, who have never been a Together Energy customer, through a number of different channels and at our cost, to advise them that they have a credit balance to collect. 0333 150 1699 support@togetherenergy.co.uk. The Bank’s Vice President for Power, Energy, Climate Change and Green Growth, Amadou Hott, welcomed the Board’s approval of NEP, underscoring the importance of projects that leverage private sector investment into energy access solutions. An apology. This decision has been vindicated as we have seen month on month improvement, with more than 90% of customers receiving monthly bills. 0333 150 1699 support@togetherenergy.co.uk, Home  » News & Press  » OneSelect Credit Balances. We did this so that we could respond quickly to customer feedback and define our own system development plan. I have called the call centre twice and on both occasions, I have been very impressed by the speed at which it was answered (there was no hold or automatic option menu – I hope that as they grow they can keep this), Tariffs Terms Privacy Complaints Policies Additional Help, As a percentage of the total complaints received, We have increased our customer service team by 210%, We doubled the size of the team responding to customer emails, We have committed to weekly staff peer to peer learning sessions where we share best practice and develop improved customer commitments. I have saved around 40% on my annual bills! The Board of Directors of the African Development Bank Group has approved a US$150 million sovereign loan to the Federal Government of Nigeria to finance the Nigeria Electrification Project (NEP). We recognise that our customers are busy, we want to resolve any dissatisfaction as quickly as possible. Since being appointed as the Seller of Last Resort (SoLR) by Ofgem to service OneSelect customers, final bills and balances have now been issued to all customers. Once you’ve confirmed that your refund request meets all the conditions above, you’ll be able to apply for a refund. Access to reliable, affordable and clean electricity will result in savings for households and businesses, which can be deployed to other uses. Voice your opinion today and hear what 8563 customers have already said. Our customer feedback also focuses our attention on where we will prioritise investment in our customer service operations. We don’t always get things right but when we get them wrong, we work even harder to sort it out. We use feedback from complaints to improve the level of service that we can provide and prevent issues from occurring in the first place. On 19 June I reconfirmed all my details for this. Was also super efficient and kept me updated several times through the day, via both telephone and email. The African Development Bank, operating both within the framework of NEP and in the context of its other initiatives in the country’s energy sector, will work with public and private sector stakeholders to encourage the development of an ecosystem that is conducive to facilitating the rapid, effective and commercially viable electrification of Nigeria’s off-grid communities. 2. NEP will provide the spark that is needed to convert private sector interest into action. The project is further aligned with the Federal Government of Nigeria’s Rural Electrification Strategy and Implementation Plan (RESIP), and the Power Sector Recovery Programme whose objective is to increase private investments into the energy sector. Our learning and development strategy is led by a former teacher with more than 30 years’ experience developing young people’s capacity to effectively communicate. This makes it easy to close the account on actual meter reads and issue accurate credit balances, when due. However, we recognise how important a smooth switching experience is for customers both for joining us and when customers choose to move away to another supplier. We recently launched our billing and customer management system. We are proud to consistently make it easy for our customers to talk to us. As one of the UK’s fastest growing energy providers we recognise the need to maintain these high standards consistently. So far in July, our average wait time has been less than 90 seconds: 5 star performance in Citizens Advice Bureau. If you are a OneSelect customer who believes you are due a refund please contact 0333 150 1699 or alternatively, you can email us at support@togetherenergy.co.uk. We take customer satisfaction seriously and work hard to achieve it. I am overjoyed with the services and prices at Together Energy. More customers than ever are receiving bills in a timely manner based on their own meter reads, as opposed to estimates. The Bank’s Vice President for Power, Energy, Climate Change and Green Growth, Amadou Hott, welcomed the Board’s approval of NEP, underscoring the importance of projects that leverage private sector investment into energy access solutions. 3. Every month we assess whether customers are paying enough for their energy and our customers have responded very positively to recommendations to increase or decrease direct debit amounts, We have started to take on our first batch of Smart Meters with the new generation SMETS2 meters, We are now actively servicing SMETS2 meters that we have inherited from other suppliers, We aim to begin offering installations of SMETS2 meters to existing customers from April 2019. The Africa Growing Together Fund (AGTF), a US$2 billion facility sponsored by the People’s Bank of China and administered by the African Development Bank, has also approved a US$ 50 Million Loan to the Federal Government of Nigeria to co-finance the project. “Given the limited amount of public financing available, projects that catalyze private sector investment are critical in enabling the Bank and its Regional Member Countries meet their shared objective of electrifying the continent within the next decade.”. An explanation. We are proud to be placed 7th best energy supplier for ease of switching to us when compared to the top 34 energy suppliers. Why bother sending me survey info so far in advance of anything worthwhile taking place? If your query is complicated or has lots of dimensions attached to it, we could take as long as 8 weeks to resolve. The joint financing from the Bank and AGTF will support the Federal Government of Nigeria’s efforts to address critical energy access deficit in the country, and catalyze achievement of universal energy access by 2030 targets.