LG&E Energy (LG&E) has a total of some 1.2 million electricity and gas customers. These customers have no choice but to take their energy from LG&E, with the exception of LG&E's large usage gas customers. This is because the US has yet to deregulate in the way that the UK has over the past decade. But this in no way lessens LG&E's commitment to customer service which has achieved official recognition for its excellence.

Customer growth

LG&E has a total of some 305,000 natural gas customers and around 877,000 electricity customers. In a regulated environment, our customer base continues to grow at an average of 1-2% per year.

Regulatory requirements

Under Kentucky Public Service Commission regulations, LG&E is required to provide:

• Available telephone numbers
• Designated representatives to answer questions, resolve disputes and negotiate partial payments 7 hours/day, 5 days/week
• Display of customer rights
• Annual personnel training for WinterCare programme, etc
• Partial payment plans
• Budget payment plans
• Partial payment plans for Certificates of Financial Need and Medical Certificates
• Inspections of service connections and meter before connecting service
• Prompt connection: within 72 hours and reconnection: within 24 hours
• Advance notice, in writing, before termination.

LG&E meets these requirements but also goes beyond them. For instance, when a service has been disconnected for non-payment, regulations allow for reconnection within 24 hours of payment. LG&E reconnects the same day if payment is made prior to 1pm on a business day. Often, if a customer pays after 1pm on a Friday, LG&E will still reconnect that day.