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Last Updated: 06/03/2026
in Emergencies handbook A loss of electricity supply is one of the most common emergency-adjacent contacts you'll handle. Customers are often frustrated, sometimes frightened, and almost always convinced that Good Egg Energy is responsible. This guide helps you quickly wor...
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Last Updated: 06/03/2026
in Emergencies handbook A customer calling to report a gas smell or suspected leak needs one thing above all else: fast, clear, calm guidance. This article gives you the exact steps to follow and the words to use. In a gas emergency, there is no time to improvise — know th...
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Last Updated: 06/03/2026
in Emergencies handbook Emergency calls are rare — but when they happen, how you respond in the first few seconds matters enormously. This guide gives you a clear framework for triaging an emergency call, staying calm under pressure, and making sure every customer who need...
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Last Updated: 06/03/2026
in Vulnerabilities Most vulnerability situations can be handled well at agent level with care, good judgement, and the right support options. But some situations go beyond what a standard customer service interaction can or should manage alone. This guide covers when ...
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Last Updated: 06/03/2026
in Vulnerabilities Financial difficulty is one of the most common forms of vulnerability you'll encounter, and one of the most sensitive to handle well. A customer who is struggling to pay their energy bills is often also dealing with stress, shame, and fear — sometim...
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Last Updated: 06/03/2026
in Vulnerabilities
The Priority Services Register (PSR) is one of the most practical and meaningful things we can offer a vulnerable customer. It's free, it's straightforward to set up, and it can make a genuine difference to someone's experience of being an energy ...
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Last Updated: 06/03/2026
in Vulnerabilities Knowing that vulnerability exists is one thing — spotting it in a real conversation is another. Customers don't always tell us directly that they're struggling, and some don't think of themselves as vulnerable at all. This guide covers the signals t...
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Last Updated: 06/03/2026
in Vulnerabilities Learn how to recognize and support vulnerable energy customers. Understand vulnerability types, why it matters, and best practices for compassionate agent interactions.
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Last Updated: 06/03/2026
in Billing Disputes Even with the best systems in place, meter readings sometimes go wrong — a digit gets transposed, a dial gets misread, or a smart meter drops off the network for a while. This guide covers how to identify reading anomalies, how to handle disputes wh...
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Last Updated: 06/03/2026
in Metering Submitting accurate meter readings promptly is one of the simplest ways to keep a customer's account in good shape. This guide covers how readings are submitted, when they're needed, and what to do when something doesn't look right.
How custome...
