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To our customers: An apology

To our customers

We recognise that there has been a drop in our customer service performance over the last few weeks. We acknowledge that our service levels have fallen below the expectations of both the company and our customers. We would like to explain what has happened and what we are doing to fix things.

Several months ago, we embarked on a project to upgrade our IT system to improve customer service and also to be ready for our smart meter roll out. Unfortunately, the upgrade has resulted in a number of issues which have affected billing and meter readings.

At the same time, we have also had much higher call levels from people booking their smart meter installation, which we are really excited to finally have launched.

These two things have meant that a lot of people have called and emailed us leading to call waiting and email response times being unacceptably high. We recognise that this is incredibly frustrating for you, as it is for us. We sincerely apologise for the inconvenience we have caused if you were unable to get through, had to wait a long time to speak to an advisor or didn’t receive a written response.

We care about this, so this is what we have done about it:

· We have fixed the core IT problems. Billing, meter readings and communications should all be back to normal and you should now be able to use your online account. We will also be enabling our online payment soon.

· We have hired more customer service staff.

· Every member of our staff is taking responsibility for making sure that if you need to contact us, you are looked after. They are all becoming Customer Champions.

Over the next 4 weeks, each customer will be allocated a Solarplicity employee who will be directly responsible for assisting in any way needed. This service will continue until our additional customer service teams are fully trained and able to provide the service our customers deserve.

Once again, we wish to offer our sincere apologies for the inconvenience caused during this period. We do care about our customers; your loyalty is everything to us and it hurts to know that some of you have had a bad experience. Our ambition is to give our customers the best possible service, and we will do everything in our power to achieve this.

Yours Faithfully,

David Elbourne


Small change, big improvement


To better serve our customers, as of October 30th our contact centre opening hours are changing to:

  • Monday-Friday:          9:00am – 5:30pm
  • Saturday:                   9:00am – 1:00pm

You may be wondering, why shorten our opening hours when we have such high customer demand? It’s a good question – and here’s the answer.

We’ve been looking into when customers have called us over the past six months and we found that almost 90% of our incoming calls are between 9:00am-5.30pm. This is very significant. With a similar situation being the case on Saturdays, we needed to react to better serve our customer base.


Take a look at the graphic above, which shows average customer call waiting time in May this year, versus average customer waiting time in July this year.

In such a short period of time we reduced our call wait time drastically. So, we already know we have the capability (not to mention the outstanding team) to provide customer service that’s second to none. Now, with customer demand on the rise, we want to make sure we keep heading in the right direction.

Amending our opening hours allows us to have a higher number of expert staff working through the busier periods of the day. We don’t want you spending your precious time waiting on hold, we want you to have the shortest wait time possible. And don’t expect to be waiting until the next eclipse for that email response, we’ve got you covered, you will receive a response into your inbox in no time at all! And remember, when our telephone contact centre is closed, you can still manage your account online through our online portal. Not signed up yet? Register here now!

A small change that’ll make a big improvement: from October 30th, our commitment to customer service will continue to make great strides forward.