As a major supplier of gas and electricity we have a responsibility to build customer trust by constantly improving our customer service.

In October 2011 we published ten commitments designed to begin restoring simplicity, enhancing transparency, improving customer service and ensuring fairness for all customers.

Six months on, we have delivered against all of our original commitments, such as the simplification of our tariff range, the launch of our customer forums and the introduction of a sales guarantee. However, the work to build customer trust is far from over and we have no intention of stopping there. So we have announced ten new commitments.

In short our new commitments are:

Simplicity

• Simplify energy bills
• Tackle estimated bills

Fairness

• Ensure prepayment meter customers can get onto the best tariff
• Price freeze guarantee

Customer service

• An 'open book' approach to customer service data
• Extend our sales guarantee to all energy products
• Offer all customers an annual energy review
• Introduce freephone customer service numbers

Transparency

• Publish an energy market outlook
• Offer a trading commitment to smaller supplier