Customer Services Charter

East London Energy recognises that our customers have the right to expect a fair, efficient and polite service which meets their needs.

We have put a lot of effort into achieving this and are committed to making sure that all our people keep to the principles of high-quality customer service.

This Customer Services Charter sets out the standards of service we aim to provide. It also provides information on how you can give us feedback on your experience of doing business with us.

Please tell us what you think.

Treat you with respect, honesty and fairness

Make sure that our people use plain language and that they are properly trained

Deliver what we promise

Strive to exceed your expectations

Be cost conscious and efficient

Listen to your feedback and act on it

Regularly review and improve our service

Deal with your enquiry sensitively and confidentially

Customer  Feedback

If you want to give us feedback, you should do the following:

  • Write to, phone or e-mail the person whose contact details you were given when you used our services. Alternatively, you can send your feedback directly via our website;
  • Please let us know if you want to comment on our performance, suggest new or better standards or provide feedback on any part of our service.

We can also be contacted by telephoning 0800 999 3080 (Our office hours are: Monday to Friday 8am to 6pm and Saturdays 8am to 1pm).

Emailing us at: or

Visiting us in person at (East London Energy, Kings Yard, 5 Clarinco Lane, Queen Elizabeth Olympic Park, London, E15 2HG).

In the event of emergency and outside of office hours please call us on 0800 999 3080