At tRIIO, we are committed to ensuring we deliver an exceptional standard of customer service.

Everything we do is aimed at putting customers at the heart of our business. From our perspective, nothing else will do: thousands of people and the communities they live in are affected by our work every day. So putting ourselves in our customers’ shoes and seeing the world from where they stand is crucial in delivering a valued service. On a day-to-day basis, in addition to the technical tasks we’re employed to do, tRIIO is responsible for communicating, providing information, keeping people safe, and ensuring their experience has been a positive one.

Ultimately, we aspire to be not just a sector leader in caring for our customers on behalf of Cadent but becoming recognised as a leader across all sectors.

Customer satisfaction

As well as listening to our customers as we go about our work, we also conduct independent satisfaction surveys every month using TTI Global, a well-regarded research business, in alignment with a requirement from the industry regulator, Ofgem. Surveys cover our main services:

  • New gas connections
  • Service alterations
  • Gas mains replacement service

The questions cover all aspects of the way we work, not only to help us measure how we’re doing but also to allow us to see what we could be doing better and to spot trends. Most importantly, we ask you about your overall satisfaction with the service we have provided and encourage you to score us out of ten, according to how you feel we performed.

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Getting in touch with us

If you have a question, a comment or a complaint, you can reach us by clicking here. We always look forward to hearing from our customers. If something’s not up to scratch, we’d like to know about it so we have an opportunity to put it right and to share lessons learned with our employees. Equally, if you’ve had a good experience, please let us know. We like to share the good news with our people as well.

Whatever your reason for contacting us, please remember to include your address and if possible, a contact number so we can get back to you. We promise we will come back to you as soon as we possibly can with a response.