The British Gas ‘We’re Listening’ Feedback Report 2012

The British Gas Customer BoardPeter Archibald(Windsor)‘Two things I value in particularare our mandate to monitor thecompany’s progress in meetingthe challenges we set in our2010 Customer Charter and ourfreedom to question British Gasand Centrica on all matters’.Charlie Casey(London)‘It is powerful to see what goeson behind the scenes and it isapparent that there is a desireto help customers. If we canhelp support improvementsfor the wider customer basethere will be a real sense ofsatisfaction’.Jennifer Grant(Surrey)‘I am often asked if I think mytime as a member of theCustomer Board is well spent.My answer is always that I wouldnot be doing it unless I couldsee positive changes takingplace to which we, theCustomer Board, havecontributed’.Alison Smith(Oxfordshire)‘What has impressed me mostabout Centrica and British Gas,during my time on the CustomerPanel and Board, has beenthe companies’ and staff’scommitment to ‘Looking afterour world’. It’s not just rhetoric,and it’s hugely satisfying to playa part in this’.Frank Barnett(Sutton)‘I’ve been taken back by theonsite visits to different areasand sites within the business andparticularly how British Gas’people tackle the ongoing issueswithin the industry. It’s clear tosee they truly value our opinionsas customers, which makes theexperience worthwhile’.Victor Effiom(London)‘All utilities face the challengeof keeping energy affordableand educating us the consumer,to use less of it. We are hereto scrutinise, listen and providecontext to help that improvementfor all customers. It says a greatdeal that British Gas values whatwe say, when we say it’.Des Morgan(Swindon)‘The Customer Board hasplayed an important roleinfluencing the decision makingprocess in British Gas and formy part, I am committed toraising levels of customer careand employee satisfactionbeyond the high standardsalready being achieved’.Patricia Kidds(Exeter)‘From the progress of our initialFeedback Report we are nowseeing some results of our hardwork actually available to thepublic. One example is the newbill which looks much better andis easier to read’.Sally Tattersall(Hampshire)‘I had high expectations ofBritish Gas’s reaction to theCustomer Panel charter and amglad to say that the Companyhas worked hard to address thevarious demands! I very muchenjoying keeping British Gas ontheir toes’.4