Supplier issue support
Business Energy Case Management
When an energy problem needs more than one phone call, it needs someone to take ownership of the case.
30+ suppliers
in our panel
Fixed contracts
electricity and gas
No pressure
the decision stays yours
How we help
Supplier problems are easier to resolve when the facts, evidence and follow-up stay in one place.
Billing disputes, incorrect account details, contract queries and metering problems can involve repeated conversations with different supplier teams. Without clear ownership, important information can be missed and cases can be left to drift.
We investigate the issue, gather the relevant evidence and communicate with the supplier where authority allows. We keep a clear record of what has happened, follow up on outstanding actions and explain progress in plain English.
How it works
Understand the issue
Review the account history, contract, bills and correspondence to establish what has gone wrong.
Build the evidence
Identify the information needed to support the case and help you provide anything that is missing.
Manage supplier contact
Raise and progress the issue with the appropriate supplier team where we are authorised to act.
Track the case
Maintain the history, actions and responses so the issue remains visible until there is a clear outcome or next route.
Good to know
What can case management cover?
Cases can include disputed charges, incorrect contract setup, account and tenancy errors, meter or consumption-data problems and supplier delays.
The appropriate route depends on the issue, the evidence available and the supplier’s process.
Questions answered
What businesses ask us.
How the monitoring works, who we can approach and what we do not offer.
Who is case management for?
Case management is for any business dealing with an unresolved energy issue, whether or not Cope Energy arranged the original contract. Every one of our customers secured their energy elsewhere before working with us, so we will not shy away from an opportunity to demonstrate our competence. If you have a problem that is not being resolved, get in touch; there is little we have not seen and sorted before in our 20 years’ combined experience.
Can you guarantee the issue will be resolved?
Yes. We will take ownership of the case and continue progressing it until there is a clear resolution or the appropriate next route has been exhausted. We cannot control a supplier’s systems or decisions, but we will investigate, present the evidence, maintain clear follow-up and keep you informed throughout.
What should I send when raising a case?
Send the relevant bill or correspondence and a short explanation of what appears wrong. We will tell you if meter readings, photographs, tenancy evidence or other information is needed.
Will I be kept updated?
Yes. We keep customers informed of material responses, outstanding actions and the next step rather than leaving them to chase several supplier contacts themselves.