Callcredit Blog

Utilities: how not to manage the home move process

Business Efficiency Consumer Marketing Data

shutterstock_276628301I think I’m a pretty good customer to have on your books.  I pay my bills on time, I don’t overspend, I rarely go into my overdraft, I think I’m credit savvy – working in the credit industry for a number of years has finally started to rub off on me.

I’m also pretty good at moving home.  I relocated ‘Up North’ at Christmas, moving from my own house, back in with my parents at the tender age of… ah hem…. 21! I’ve now flown the nest again, and in August took up residency in a very nice house, in a not so bad area of north Leeds.

Top of my priority list, was the same as I’m sure, any hip millennial; broadband! All it took was a quick search of a few comparison sites, and bobs your uncle.  I was all up and connected to the world wide web within a matter of weeks -should it really take this long?! That’s a question for another day I guess.

I was rummaging through a pile of paperwork the other day and came across a flimsy looking postcard, which could have quite easily been confused with a double glazing flyer. It wasn’t, it was from an energy company, which it turns out already supplied the property that I was living in.

Being a conscientious consumer, a couple of days later, armed with my meter readings, I called the ‘home mover’ hotline.  I pressed one for home move, and started listening to the hold music, and listening, and listening, and listening.  After 10 minutes, my iPhone was buzzing with unanswered work emails so I hung up.  I’d tried and failed.  It should be easy, they should want to speak to me.  I want to speak to them.  I don’t like the idea that I’m not set up to pay for services that I’m using, and rather enjoying!

Second time lucky. I looked on the energy company website, which was a bit tricky on my iPhone and located a form to complete.  I typed my meter readings, as well as my contact details.

However, three days later, I got home to find a letter from the energy company addressed to my landlord.  They had not connected the dots that I live here, that I’m trying to contact them and they’re writing to my landlord requesting payment.

In the next stage of my customer journey, I opened my personal email account and there was a message from the energy company asking me to call them – on the same number that was on the flimsy postcard so I start the whole journey again.

I’m a good customer.  I want to pay my bills.  What if I was a customer who didn’t want to pay my bills or was put off by the bureaucracy of the process?  What would happen then? Let’s make it easy for me to do business with you.

Author: Laura Thistlethwaite

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