Section 1.5: Complaints Management (15%)
- Section 1.1: Full Managed Service Consultancy (20%)
- Section 1.2: Legal Compliance (20%)
- Section 1.3: Recharge Strategy (10%)
- Section 1.4: Procurement Strategy (15%)
- Section 1.5: Complaints Management (15%) ← You are here
- Section 1.6: Handover & Mobilisation (10%)
- Section 1.7: Sustainability (10%)
- Annex 4: Service Matrix (Pass/Fail)
L7 Energy operates a structured complaints management framework combining a dedicated Customer Service team, our integrated Loop Case Management system, and MS Teams collaboration to ensure rapid, transparent, and auditable resolution of all queries and complaints.
This aligns to the Service Matrix (Annex 4) as applicable.
L7 Energy maintains a dedicated Customer Service (CS) team responsible for:
- First-line query handling and triage
- Complaint logging and categorisation
- Progress tracking and stakeholder communication
- Escalation management
- Resolution verification and closure
Team Structure:
| Role | Responsibility |
|---|---|
| CS Coordinator | Daily queue management, SLA monitoring, escalation triggers |
| CS Analysts | Query investigation, data validation, response preparation |
| Technical Specialists | Complex billing, metering, and calculation queries |
| Account Manager | Escalation point, client liaison, trend reporting |
Our Loop platform includes a purpose-built Case Management module providing:
Loop Platform Architecture:
├── Core Module (API, authentication)
├── Calculation Module (consumption calculations)
├── Case-Management Module ← Complaints & queries
└── Document Module (evidence attachment)Case Management Features:
| Feature | Capability |
|---|---|
| Case logging | Structured intake with categorisation, priority, and routing |
| Audit trail | Every action timestamped with user identity |
| Document attachment | Link evidence (meter photos, bills, correspondence) to cases |
| SLA tracking | Automated alerts for approaching deadlines |
| Status workflow | Open → In Progress → Awaiting Info → Resolved → Closed |
| Reporting | Case volumes, resolution times, root cause analysis |
L7 Energy uses Microsoft Teams for real-time collaboration:
- Dedicated REM channel for client-facing communication
- Internal escalation channels for rapid specialist involvement
- Notification alerts for priority cases
- Video conferencing for complex query resolution
- Document sharing with version control
| Step | Action | Timeframe |
|---|---|---|
| 1.1 | Complaint received (email, phone, portal, Teams) | T+0 |
| 1.2 | Logged in Loop Case Management with unique reference | Within 1 hour |
| 1.3 | Categorised and prioritised | Within 1 hour |
| 1.4 | Acknowledgement sent to complainant | Within 4 hours |
Categorisation:
- Priority 1 (Urgent): Service disruption, regulatory deadline, significant financial impact
- Priority 2 (High): Billing dispute, data accuracy concern, escalated complaint
- Priority 3 (Standard): General query, information request, minor correction
| Step | Action | Timeframe |
|---|---|---|
| 2.1 | Assigned to appropriate team member | Within 4 hours |
| 2.2 | Initial investigation and data gathering | Within 1 business day |
| 2.3 | Root cause identification | Within 2 business days |
| 2.4 | Progress update to complainant (if complex) | Within 2 business days |
Investigation Tools:
- Loop platform audit trails for calculation history
- Versioned calculation records showing what changed
- Meter reading evidence (photos, timestamps)
- Supplier bill documentation
- Historical correspondence
| Step | Action | Timeframe |
|---|---|---|
| 3.1 | Resolution action determined | Within 3 business days |
| 3.2 | Correction applied (if required) | Within 3 business days |
| 3.3 | Response prepared with explanation | Within 4 business days |
| 3.4 | Response sent to complainant | Within 5 business days |
| Step | Action | Timeframe |
|---|---|---|
| 4.1 | Complainant confirmation of satisfaction | Within 2 days of response |
| 4.2 | Case closed in system | Upon confirmation |
| 4.3 | Root cause logged for trend analysis | At closure |
| 4.4 | Process improvement identified (if applicable) | Monthly review |
| Metric | Target | Measurement |
|---|---|---|
| Acknowledgement | Within 4 hours | Time from receipt to acknowledgement sent |
| Initial Response | Within 1 business day | Time from receipt to substantive first response |
| Resolution (Standard) | Within 5 business days | Time from receipt to resolution communicated |
| Resolution (Complex) | Within 10 business days | Complex cases requiring supplier/third-party input |
| Escalated Cases | Within 3 business days | Cases escalated to Account Manager |
| Priority | Acknowledgement | First Response | Resolution |
|---|---|---|---|
| P1 - Urgent | 1 hour | 4 hours | 2 business days |
| P2 - High | 4 hours | 1 business day | 5 business days |
| P3 - Standard | 4 hours | 2 business days | 10 business days |
| Trigger | Action |
|---|---|
| SLA breach approaching | Automated alert to CS Coordinator |
| Complainant dissatisfaction | Escalate to Account Manager |
| Repeated complaint (same issue) | Root cause review triggered |
| Regulatory or legal implication | Immediate escalation to Account Director |
| Financial impact >£5,000 | Account Manager involvement |
Level 1: CS Analyst
↓ (unresolved after 3 days or complainant request)
Level 2: CS Coordinator / Technical Specialist
↓ (unresolved after 5 days or complainant dissatisfaction)
Level 3: Account Manager
↓ (unresolved after 7 days or significant impact)
Level 4: Account Director
↓ (regulatory/legal or reputational risk)
Level 5: Managing DirectorOur Loop platform's immutable data architecture provides unique advantages for complaint resolution:
| Capability | Complaint Resolution Benefit |
|---|---|
| Versioned calculations | Show exactly what was calculated, when, and why it changed |
| Audit trail | Every reading, calculation, and adjustment traceable |
| Evidence attachment | Meter photos, supplier bills linked to records |
| Adjustment journal | Transparent corrections with mandatory reasons |
| Historical recreation | Can recreate any past calculation state |
Example Resolution:
"Your May bill was calculated using reading 12,450 kWh taken on 30 April (photo attached). This was calculation version 2, replacing version 1 which used an estimated reading. The adjustment of -£45.20 reflects the difference and was approved on 15 May. Full audit trail attached."
This level of transparency reduces complaint volumes and accelerates resolution by providing immediate, evidence-based answers.
| Report | Content |
|---|---|
| Case Volume | Total cases, by category, by building |
| SLA Performance | % within target, average resolution time |
| Root Cause Analysis | Top complaint categories, systemic issues |
| Trend Analysis | Month-on-month comparison, emerging patterns |
| Escalation Summary | Cases escalated, reasons, outcomes |
- Monthly review of complaint trends with REM
- Quarterly deep-dive into root causes and process improvements
- Feedback loop from complaints to system enhancements
- Training updates based on common query types
Our complaints management framework is designed to meet the consumer protection expectations of the Heat Networks (Market Framework) Regulations 2025:
- Signposting – Clear information provided to complainants on escalation routes, including Energy Ombudsman where applicable
- Escalation procedures – Documented escalation path with defined timeframes and accountability
- Evidence retention – All complaints, investigations, and resolutions retained with full audit trail for regulatory review
- Reporting to REM – Monthly complaint summaries, root cause analysis, and trend reporting provided to REM
- Regulator readiness – Complaint data structured for Ofgem reporting requirements; evidence readily accessible for regulatory audit
This ensures REM is positioned to demonstrate consumer protection compliance under the regulated heat network regime.
L7 Energy's complaints management framework delivers:
✅ Rapid response – 4-hour acknowledgement, 5-day resolution target
✅ Full visibility – Loop Case Management with audit trail
✅ Evidence-based resolution – Immutable data enables transparent answers
✅ Clear escalation – Defined path from analyst to director
✅ Continuous improvement – Monthly reporting and root cause analysis
✅ Multi-channel access – Email, phone, portal, MS Teams
Our integrated approach ensures complaints are resolved quickly, transparently, and with full documentation—reducing repeat queries and building stakeholder confidence.
[End of Section 1.5]
Previous: ← Section 1.4: Procurement Strategy
Next: Section 1.6: Handover & Mobilisation →