Our. Customer. Strategy. Customer. Customer. To delight our customers in everything we do. To delight our customers in everything we do.

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To b

e the

leading energy delivery b

usin es_s Perfo rmanc e _Inno vat_ion Pe Customers

Customer

To delight our customers in

To be the lea din g e ner gy del ive ry bu sin es s To b e the

usin es_s Perfo rmanc e _Inno vat_ion Safe ty Pe ople Customers

Customer

To delight our customers in everything we do

Our

Customer

Strategy

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Foreword

Electricity North West has grown and developed into

one of the leading energy delivery businesses in the UK,

and this is undoubtedly thanks to feedback from you,

our customer.

Our fundamental goal is to keep developing the way in which we deliver electricity to your door, making sure we provide you with the service that you need and deserve. We are committed to providing high quality services and as a customer of Electricity North West you can expect to receive a fantastic customer service that exceeds your expectations and puts you first.

I am very proud of the customer service that our teams provide, which is only made possible by putting you at the core of everything we do.

This is a very exciting time for Electricity North West and we are delighted to be sharing this journey with you.

Steve Johnson, CEO

Welcome

Welcome and thank you for taking the time to discover more about

Electricity North West and the customer experience you can expect.

As you will discover we are committed to building strong and long lasting relationships with our customers and we work hard to cater for everyone so they can enjoy a

reliable and efficient electricity supply and the best customer service possible 24 hours a day, seven days a week.

To make this possible we constantly engage with our customers from across the North West about their experience and take on board their feedback and suggestions.

This booklet is our way of introducing you to our company and allowing you to learn a little bit more about what you can expect from us and how we are dedicated to delighting our customers in everything that we do.

You will find the answers to all your questions here and more, but if there’s anything else you need, just get in touch.

Susan Stockwell, Customer Director

We are committed to building

strong and long lasting relationships

with our customers and we work hard

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About us

Today we deliver more than 23

terawatt hours of electricity each

year to our customers across the North

West. That’s the equivalent of 2.7 million

electric heaters being switched on for a

whole year.

We own, operate and maintain the North West’s electricity

distribution network, connecting customers in the region to

the National Grid.

We have a strong heritage dating back over 100 years and today we are responsible for operating and maintaining the network, whilst offering a full and comprehensive service to customers.

We deliver this power through our network of:

• around 13,000 km of overhead lines

• over 44,000 km of underground cables

• almost 86,000 items of switchgear

• more than 34,000 transformers

Part of our role as a network operator is to plan for the future. We are already planning to 2050 to make sure that as the use of electricity changes, our network also adapts to keep providing the service that you need.

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usin_es s Perfo rmanc e _Inno vat ion Safe ty Pe ople Customers

Vision

To be the leading energy delivery business

usin es_s Perfo rmanc e _Inno vat ion Safe ty Pe ople Customers

Performance

To exceed expectations in how we perform, today, tomorrow and in the future

Innovation

To constantly challenge and improve how we do things To be the lea din g e ner gy del ive ry bu sin es s To b e the

People

To work together openly, honestly and in a professional manner to achieve exceptional results n To be the lea din g e ner gy del ive ry bu sin es s To b e the

Customer

To delight our customers in everything we do To be the lea din g e ner gy del ive ry bu sin es s To b e the

Safety

To protect our people, our customers and our environment

Innovation

To constantly_{challenge and} improve how

we do things

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Our values

usin es_s Perfo rmanc e _Inno vat_ion Safe ty Pe ople Customers

We are committed to developing strong relationships with our

customers and we work tirelessly to ensure that we exceed your

needs and expectations 24 hours a day, seven days a week.

How do we do this? Simply by listening to what you have to say and understanding that everyone is different with different needs. It is our job to use our experience to learn and understand what you need and to adapt to delight you in everything that we do.

This ethos is firmly embedded into our core company values, which helps build Electricity North West as the leading energy delivery business. Our values help guide us through every decision that we make and they reflect our firm belief that customers are at the centre of Electricity North West.

‘To delight our customers in

everything that we do’

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Small/Medium

Enterprises

Our customers

We are responsible for providing electricity supplies to 2.4 million

properties and more than 5 million customers throughout the

North West. Managing and maintaining the electricity in a region

which covers more than 12,500 sq km of diverse terrain from urban

Manchester to rural Cumbria is no easy task, but we like a challenge.

To make this possible it is vital that we understand that different customers have different needs. A young family living in Preston will have different needs to a farmer in the Peak District, or a wind farm in Cumbria, but we work hard to cater for everyone so they can enjoy a reliable and efficient electricity supply and the best customer service possible. There are many ways in which we demonstrate our loyalty and understanding of our customers, from our continuous investment in our fleet of 4x4 vehicles so we can reach you in all weather conditions, to our Priority Customer scheme which allows us to deliver extra special care to those who are vulnerable or rely on electricity for medical reasons. This is just a snippet of our overall commitment to you and we never stay still for long as we continuously develop and look at new ways we can delight you and cater for every single one of our 5 million customers.

Generation

Customers

Innovation

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sin

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busi

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Emergency

Services

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sin ess

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Large

Enterprises

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Customer quote

_{I wanted to say thank you to} Electricity North West for your help. You were doing some work in our area and needed to switch off our electricity for the day, it was my son’s 4th birthday party. All the staff on the phone were very polite and helpful and managed to

sort it so we could receive electricity

from another source. Everyone was sympathetic and went out of

their way to help. My son had a brilliant birthday!

Our promise

to you

We recognise that every one of our customers is an

individual and we work hard to provide fantastic customer

service that meets your needs and puts you first. We do this

by engaging with all our customers about their experience

as a customer of Electricity North West and taking on board

any feedback and suggestions.

We have utilised feedback to develop our fundamental promise to you, detailing the kind of benefits and service you can expect on a daily basis.

We promise to:

• prevent or minimise disruption at all times

• deliver services safely and minimise the impact on the environment

• live by our customer service standards

• communicate with you in a proactive and straightforward way

• provide a dedicated customer contact centre 24 hours a day, seven days a week

• utilise modern technology and provide a choice of communication channels to suit you

• constantly train our customer service team

• come to your home when requested, if any problems occur

• embrace diversity in all that we do

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Reliability

Throughout the

connection process

we actively engage with

customers from application

_{to energisation.}

Reliable and efficient power to your home

There is a lot of hard work that goes on behind the scenes

to ensure you can enjoy a reliable, efficient and safe

electricity supply to your homes and businesses, which is

also good value for money.

Getting you connected

We are able to provide new electricity connections to customers and businesses across the North West. We carry out over 20,000 connections a year and throughout the connection process we actively engage with customers from application to energisation.

Our connections team provides:

• expertise from our combined experience of over 100 years in the business • a unique and diverse knowledge of the UK’s electricity industry

• a dedicated and professional team you can trust and who work within your timescales

• a tailor made and cost effective solution for all your connections needs, including renewable technologies, such as wind farms and solar panels • peace of mind that our connection performance is closely monitored

by Ofgem (Office of Gas and Electricity Markets) in line with national Connections Standards.

Keeping you connected

We invest millions of pounds in maintenance work to ensure power supplies are delivered to you throughout the year.

While we operate at 99.99% reliability, and we have a wide range of advanced systems in place to keep power cuts to a minimum, they can and do still happen due to

circumstances out of our control like fallen trees or vandalism.

We do everything we can to restore power as quickly as possible and we ensure a thorough plan is in place which is rolled out across the entire North West. This includes replacing ageing poles to make the overhead network more resilient to the effects of high winds, snow and icy conditions. We also have a team of in-house arborists, who carry out our successful tree pruning programme and we ensure all non-essential maintenance work is rescheduled outside of the Christmas and New Year periods. We carry out all construction and maintenance work ensuring we engage fully with our customers to meet your priorities and timescales through a variety of proactive channels of communication which best suit you.

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Recognising and understanding who our customers

are and what you need and expect is the first step in

our aim to provide you with the very best customer

experience whenever and however you communicate

with Electricity North West.

We pride ourselves on always going that extra mile for our customers to offer you the experience you deserve and expect. We do this by constantly developing our services with the single vision of ‘delighting our customers in everything that we do’.

One way in which we make this happen is by being there for you 24 hours a day and seven days a week. We are on hand through a variety of communication channels whenever you need us and you can expect to be always greeted by a friendly, efficient and skilled member of the Electricity North West team.

Every time we knock on the door or pick up the phone we guarantee to live by our customer service standards to ensure we provide:

• an empathetic and quick response to all customer queries • timely, proactive and useful information

• services that exceed your expectations • value for money

• continuous improvement to increase your satisfaction

• an understanding of your future needs so we can develop and adapt accordingly

To help us deliver the very best customer experience we constantly take on board your feedback and look into more ways we can enhance

and deliver our services, either through additional staff training or discovering new communication platforms

which reflect the specific needs of our customers. _{the excellent service I received this evening}I would just like to say thank you for following the loss of power at our property. The ladies I spoke to on the phone were both very polite and efficient. The team came out to look at the problem

really quickly - I was very impressed. It was almost a pleasure to lose our power!

Customer

experience

(9)

8:08pm via iOS

Thanks to @_{ElectricityNW}

for restoring my power tonight, and the engineers who braved the weather to do it.

4:01pm via TweetDeck

Three cheers for @_{ElectricityNW} engineers; they’ve strut their stuf

f in double quick time and our heating is now back on!

Tweets

12:57pm via Web

My faith in customer service in the UK has been restored. Goodwill payment from @ElectricityNW arrived today.

Thank you!

Our people

4:57pm via Web

Thanks, Ian at @ElectricityNW,for ringing my mum very quickly and resolving the problem.

Customer

_quote

Two of your standby staff attended

an incident at my home last night. I could smell burning in my meter area and contacted Electricity North West. Can I please say that they were first class ambassadors. Their attitude to the

job and the reassurance they gave me was extremely professional.

Our central customer contact centre is at the very core of

our customer service team. It acts as a one-stop-shop to

meet all your needs and is manned by highly skilled and

friendly people who are passionate about they do.

The team also embark on up-to-date training every two years to ensure they refresh their knowledge and skills to react to ever-changing needs and concerns, which not only helps us develop and improve our service, but also ensures you enjoy the best customer experience.

You can reach our fantastic customer service team through a variety of different ways, including by telephone, email or by tweeting us. We guarantee a quick and helpful response to any concern or query you may have.

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Value for money

We are constantly looking for

innovative and cost effective solutions

to reduce energy consumption and our

carbon footprint to ensure we operate

as efficiently as possible.

The local electricity network is your network. You pay for its upkeep

and investment through your electricity bill.

Around 20% of a typical domestic electricity bill comes to us to operate the network for you and we ensure we work closely with your energy supplier in order to provide a great service which is also value for money.

The price that we charge for distributing electricity is set each year in line with regulations set by the Office of Gas and Electricity Markets (Ofgem).

We also proactively engage with you and your energy supplier to develop our services to adapt to changes and your evolving needs, whilst also protecting your charges by working to put a stop to anything which can jeopardise the security of your supply, including metal theft and vandalism.

We are constantly looking for innovative and cost effective solutions to reduce energy consumption and our carbon footprint to ensure we operate as efficiently as possible. To find out more simply visit our website www.enwl.co.uk

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The future

Have your say visit

www.enwl.co.uk/switchedon

The future is exciting for the North West’s electricity network. We will

continue to develop and adapt according to your needs, and we are

already planning how your network might look in 2050.

As we move away from fossil fuels for transport and heat, we will move towards using more electricity for these purposes. The additional electricity will be generated largely by renewable or nuclear power. This predicted extra demand means we need to plan for the future so we are able to keep delivering the power you need.

To do this we consult regularly with Ofgem and all our customers to confirm: • what services we should provide

• how our services should be delivered • what our services should cost

As you pay for the power you receive it’s only fair you get to have a say over what we do with your money. From 2010–2015 we’re investing £1.4bn into the network, to keep bringing energy to your door. That money guarantees that your network:

• offers you a safe and reliable electricity supply • has equipment maintained or replaced as needed • is protected against flooding and vandalism • copes with increasing demand

• is ready for the future

We’re now planning past 2015, right up to 2023 and beyond. Our ‘Switched On’ campaign gives you the opportunity to let us know what you think, to help us develop and provide you with the service you need in the future.

Should we spend more money on fixing power cuts more quickly? Or invest money to protect our network against flooding or thieves?

It’s your network, and it’s your view that counts.

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