Updates on the status of connections offers

We now provide customers with an update on the progress of their quotation mid-way through its preparation where a 65-day guaranteed standard applies.

At all of our Connections Customer Forums, we ask attendees what they think we could do to improve our overall connections service. One of the customers attending said they would benefit from an update on the status of their connections quotation mid-way through its preparation. This was particularly important for EHV and HV generation applications, where a 65-day guaranteed standard applies.

After implementing this improvement, our customers are now better informed about the status and expected timescales of their offer. Updates are being delivered by our team - typically over the telephone unless otherwise requested by the customer - whenever a 65-day guaranteed standard applies. This is in addition to the contact we make five days after receiving the application, whereby one of our team will contact the customer to inform them the application is being dealt with and introduce themselves as their single point of contact. This was an improvement to our application and delivery process delivered as part of a previous ICE plan.

During the call, we inform the customer of the progress we've made on their assessment and let them  know how long we expect to take to prepare their quotation. This improvement has been well received by our connections customers as it enhances the levels of customer service we provide.