[Poppy_EONNext]

October is UK Speak Up Month, a national campaign to highlight the importance of open communication and turning feedback into real change!
It's led by the National Guardian's Office (NGO), primarily focusing on the National Health Service (NHS) and other public services in England.

This year's theme "Follow Up in Action" reminds us that speaking up is only the first step.

Whether you're raising a concern, sharing an idea for improvement, or giving feedback, your voice matters 🙂
E.ON Next is committed to listening. Tell us what's working well, or what needs fixing. Your voice helps us improve! This month we encourage you to speak up 📢

Tell Us What We Need to Improve

Have you spotted something that needs fixing? Do you have an idea that could improve our community? Don't be afraid to speak up 🗣

If you're unhappy with our service, we want to know about it. Share your experience so we can make things right! 👉 E.ON Next Complaints Procedure 👈

Need Help? Speak Up! Support is Available.

Speaking up isn't only about raising a concern, it's also about letting someone know when you or your family/friends are struggling.

Financial & Energy Help: Are you worried about bills and energy costs? Speak up and see if you qualify for support - How E.ON Next can help with Bills & Debt

• E.ON Next Energy Fund Find out how to apply for assistance with energy debts.
• Paylink E.ON Next support - Payment plans and budgeting.
• Affordability and Vulnerability over winter
• How can E.ON Next support me if I have a terminal illness?

Maximise Your Income: Use our free benefits checker to ensure you are receiving everything you are entitled to:

• E.ON Next Benefit Checker
• Citizens Advice
• StepChange
• National Debtline

Priority Services Register (PSR): If you are in a vulnerable situation (e.g. medical need, disability, pensionable age) make sure you are on the PSR for extra support during power cuts or emergencies 👉 Let's talk PSR with E.ON Next


You don't have to face challenges alone. We are here to connect you with the help and resources you need 💜


Had a great experience with our team or customer service? Or are you unhappy with a recent interaction? Let us know 👇

[Lee_EONNext]

@Poppy_EONNext Great post! Lots of great info and support here 👏

[Indyk_EONNext]

Thank you for sharing @Poppy_EONNext 😊

People often feel afraid of speaking up and giving their opinions, but doing so can help us improve services and products going forward to which we are always here to help!

Some really great information on support that's available for those that are struggling. 💜

[BruceM]

Nice sentiment but... its a shame EON don't listen when you do speak up nor follow their own complaints procedure ....taken me 7 months of speaking up and EON not listening to me., still not resolved yet.

[Lee_EONNext]

@BruceM Rest assured the Energy Specialist dealing with your complaint is doing everything they can to resolve the issue for you. I would suggest reaching out to them if you do need an update.

The other option here and being transparent is you can contact the Energy Ombudsman after a complaint is open 8 weeks, you would have been sent a letter about this around the 56 day age of the complaint (8 weeks)

I will see if I can catch up with the energy specialist and see if there is an update, however you are within your rights to head to the Ombudsman - https://www.energyombudsman.org/

[BruceM]

Originally Posted by Lee_EONNext

@BruceM Rest assured the Energy Specialist dealing with your complaint is doing everything they can to resolve the issue for you. I would suggest reaching out to them if you do need an update.

The other option here and being transparent is you can contact the Energy Ombudsman after a complaint is open 8 weeks, you would have been sent a letter about this around the 56 day age of the complaint (8 weeks)

I will see if I can catch up with the energy specialist and see if there is an update, however you are within your rights to head to the Ombudsman - https://www.energyombudsman.org/

Are they though? why has it taken 7 months to get to this stage and its still not resolved.

My billing cycle has failed again this month, as I said EON are not following their own complaints procedure, No letter has been received.

I was under the impression someone was monitoring my account to ensure fortnightly billing had ceased, however monies taken out on 13th yet no one has bother to contact me to say its failed nor has a statement been generated.

email to hi@ unhappy@ and ceo@ all unanswered, so much for the customer service

[Lee_EONNext]

@BruceM The issues above are something you do need to speak to the energy specialist dealing with, however I have had eyes on this and I know the handler is working really hard to get this resolved for you. I will pop her a message today to let he know the above to save you contacting her again.

I am not always around to step in and assist however I do have eyes on this one and I am reaching out to people to get this progressed for you.

You should have had the 8 week letter, I will pop a message to the energy specialist dealing with your complaint and ask them to re-send this, it is a system generated letter.

I know first hand everything possible is being done because I personally have assisted with this one, especially around the SEG query part of it, it was me who you spoke to on WhatsApp, and I fully understand why your frustrated Bruce, I really do sympathise with you.

I'm reaching out to specialist people in the EV teams higher than base level to see what we can do to get this sorted quicker, equally so is the person managing your complaint.

If you want to apply to the Ombudsman, you're within your rights to do so @BruceM I'm more than happy to assist if you need help filling in their forms, you can call them also.

Let me check in with the people our end again, and I will do what I can for you 🙂

[BruceM]

Just who is my complaint handler now? So many emails from so many different people. Jordan Angela Sarah and more??? I genuinely have no idea who im dealing with and each have said to me its fixed when its not fixed

One I was dealing with was off long term sick and no one picked this up in her absence so I took this to unhappy@ again and to ceo@ as your complaints procedure.

Ceo@ did respond but that didn't resolve anything.

I keep being told by numerous people that "we're monitoring your account" but no one noticed the mid month billing. Where are these people?

No letter has ever been received and without the deadlock letter I cant proceed to ombudsman.


Im speaking up but EON are not listening nor acting to resolve this

[Lee_EONNext]

@BruceM It's Jordan, it should have always been Jordan.

How the customer service queues work will be, when Jordan was off on holiday, another member of staff will step in. They have too because we can't just leave you waiting with no contact for weeks on weeks, it's the same when people are on long terms sick or if there was ever an emergency at home and that person needed to leave for the day, you can expect another Energy Specialist to step in and reply.

Equally if you message back and Jordan isn't on shift, another Energy Specialist will step in if she's not around. However, this should not affect how the complaint is handled or dealt with, the only person I have had dealings with around your issue is Jordan and then a colleague in SEG who you spoke too, who hopefully resolved that part of the issue for you.

Jordan is going to send you the 8 week letter, this was sent it's showing as this was sent to you on 2025-07-17 16:22

Bruce, I can assure you Jordan is doing everything within her power to resolve this and has advised she will be in touch today if she hasn't already

[geoffers]

@Lee_EONNext - My contribution to Eon's "Speak Up Month"... can you explain why EOn doesn't seem to allocate a Ticket number to EVERY query, like (most) other companies customer services do.

• simple queries can have their tickets closed immediately
• more complex queries would be left open until resolved, meaning...
  
  • customers have got one ticket number to refer to when chasing up a query
  • if different handlers are needed to pick up the query they can see what has been done previously
  • a full audit trail of each query is maintained
  • a query remains open until resolved, or can be re-opened if issues are still present
  • a list of outstanding queries can be regularly checked for progress
  • the ticketing system can form a valuable knowledge base for problems and their solutions

Maybe some of this does happen in the background, but from reading numerous posts like from @BruceM it seems that different CS handlers got involved, with little or no cross-reference or feedback

I've commented on this numerous times eg

<rant> ...their "energy experts" are fully trained to see problems through from end-to-end, but the number of times you see people on here having to repeat the same problem details over and over to different CS agents, with no follow up and no ticket audit-trail for the original problem report 🤬.</rant>