Customer Service: What to expect from HUB energy

Published on 15/03/2021

At HUB energy, we are committed to being passionate about our customers and always placing the right customer outcome at the heart of all we do. We believe it is only fair to our customers to be transparent about our Service Standards so that they know what to expect.

The tariffs we offer are all Online Tariffs – this means you can submit meter readings, view bills, renew your tariff and manage your account online through My HUB

If there is something you are wanting to know or need support with your query can be answered in one of the following ways:

1.      By using our Frequently Asked Questions

Our range of Frequently Asked Questions will most likely hold the answer. This means you can manage your account at a time that suits you best – day or night!

2.      By sending us a webform

If you are still wanting to get in touch, having browsed our FAQs, you can submit a webform via our website and one of our Service Team will be in touch, usually within 5 working days.

3.      By using our live chat facility

During our business hours, we have a live chat facility where you can chat to one of our friendly advisors about your query. An advisor will typically become available in less than 4 minutes and will provide a response to your messages in an average of 2 minutes. From start to finish, your chat will typically last less than 20 minutes.

4.      By calling us

Our Service Team are available to speak to on the phone from 9am to 5pm Monday to Thursday and from 9am to 3.30pm on a Friday if you have a query that you have not been able to resolve through our FAQs, webform or live chat. Our average wait time is typically less than 9 minutes but at peak times you may need to wait a little longer before an advisor becomes available. We aim to answer 80% of calls in less than 9 minutes with the average call once connected to an advisor lasting no longer than 7 minutes.

Training and Development of our people is really important to us. Our Service Team have regular coaching and support sessions to ensure they are best placed to provide a resolution to your query.

Occasionally, or at peak times, there may be instances where your query may take a little longer to resolve. If this happens, we want you to know that our Team will be working hard to ensure you receive a response as soon as possible and we thank you for your patience.

Whether you are an existing customer or a new customer considering signing up to HUB energy we hope you found this blog post useful!

Published on 15th March 2021