We've pressed the reset button on our relationship with our customers - a letter from our CEO, Tony Cocker:

Energy is one of life's essentials - not a luxury. That's why it's so important that people can trust those who supply a product they depend on totally. We have colleagues who work hard day in, day out to provide electricity and gas for our customers, and to help them with their energy needs. However, as an energy company, we need to recognise that we've allowed a situation of mistrust to develop because much of what we do appears complex and confusing to our customers. We have not been transparent either about our costs and how much money we make, so it's no wonder that as worldwide prices rise, customers have felt we were to blame.

What we are doing is nothing less than pressing the reset button on our relationship with our customers, and this will give a new focus and a new drive to many of the things we do today.

The reset review will take six months to examine every aspect of our relationship with our customers. We will look at our tariffs and our bills, at how our customers pay, at how we sell our products, and how we support our customers.

To do this, we will be giving our customers the opportunity to tell us what they think and how we can improve for them. We will also do something that's never been done in our industry - we're setting up an independent Customer Council, involving business leaders, politicians, consumer experts and customer representatives to pressure-test and challenge our ideas. We will also work to involve the UKs main consumer bodies and I am delighted that we have had initial conversations with both Customer Focus and Which?

Today 21 November 2011 is just a start, over the coming weeks and months you will hear much more and I very much hope you take the chance to get involved.

Tony