ENGIE Home Services is a subsidiary

of the ENGIE Group responsible for the

maintenance, repair and installation of

heating and air conditioning systems.

Since 2023, the Mediation service has

seen a very sharp rise in the number of

referrals: +93% in 2023 compared with

2022, and +58% in 2024 compared with

2023. These changes have had an impact

on the number of admissible mediation

cases: +48% between 2023 and 2022,

and +37% between 2024 and 2023.

EHS has indicated that these trends

can be explained by structural chang-

es in its organisation, and are therefore

temporary.

The results in terms of acceptance of

solution proposals and processing times

also showed a general downward trend

compared with previous years.

Follow-up to recommendations

made in 2023

In 2023, the Mediation service recommended that EHS put in place a “method

agreement” mediation solution, which def ines the future responsibilities of the par-

ties and enables the Mediation team’s proposed solution to be implemented at a later

date. This recommendation was made following disputes for which a mediation solu-

tion could not be provided quickly, as insurance or expert appraisal processes were

ongoing. EHS accepted this recommendation, but the opportunity to apply this meas-

ure did not present itself in 2024: this measure will remain in place for the coming

years, as it enables the needs of the parties to be met more quickly.

Recommendations for

ENGIE Home Services (EHS)

EHS 2022 2023 2024

Agreement rate for claimants

85%72%72%

No. of mediation solutions rejected by EHS

0 1 9

Timeframe (days)

72 81 99

Issues relating to breakdowns or

non-compliance with the contract

alleged by claimants presuppose an

understanding of the technical facts

that occurred during EHS mainte-

nance work. In its responses, the

Mediation service expects EHS to

explain the subject of the dispute in

detail and in a way that is accessible

to nontechnical people This point

is key to being able to compare the

facts from the perspective of EHS

with those presented by the claim

ant This requires a rigorous process

of traceability on the part of EHS dur

ing its maintenance operations so

that the positions of each party can

be assessed. In most cases, the onus

is on the professional to exonerate

themselves from blame, rather than

the claimant having to prove that EHS

is at fault, given the rules of evidence

in place. In the absence of proof, the

Mediation team will adopt a position

based on a body of evidence

In addition to the need for traceability

in response to this request EHS pro

posed that the Mediation service liaise

with local EHS technical managers on

complex cases The EHS Customer Di

vision may also be contacted

Processing of responses to be provided to the Mediation service

during the analysis and solution-f inding phase

To provide EHS customers with

clearer information, and in appli-

cation of the points mentioned

above, the Ombudsman recom-

mends the following:

  With regard to the causes of

heating appliance breakdowns:

record the fault analysis in

maintenance reports, to fa-

cilitate subsequent analysis

In the case of repairs that are

likely to take longer than ex

pected particularly in the case

of older equipment eg old

boilers where manufacturers

no longer have a legal obliga

tion to provide spare parts

indicate in the EHS Terms

and Conditions the types of

parts whether generic or spe

cif ic that may require a long

lead time as well as the lead

times involved

Better information

for EHS

customers

Recommendations for 2024

The Ombudsman makes recommendations based on each specif ic situation.

This table shows the issues with processing cases, particularly in 2024:The Mediation service is not making any new recommen-

dations, as the risks identif ied by the Mediation team in

2024 have already been taken into account in custom-

er processes. It is overseeing the implementation of the

recommendations made in 2023 and currently being put

in place by Management. Some of these measures require

major changes to the information systems and will thus take

longer to implement.

Follow-up to recommendations made in 2023

Recommendations for

the Consumer Division (DGP)

When customers subscribe

online, the results of the tarif f

study can be viewed on the form

included in the tools. However,

customers can opt not to carry

out the tarif f study online; in this

case, the supplier will try to con-

tact them to carry out the study

over the telephone at a later date.

When a customer calls to inform

the company they are moving

house, the advisor must carry

out a tarif f study. To date, this

study has not been included in

the tools. A development request

is currently ongoing to ensure

that the questions and answers

completed via the estimation

tool are logged

Keep the tarif f study

conducted when the customer

moves house to demonstrate

the quality of professional advice

and justify the amount

of the estimated monthly

payment.

In 2024, the supplier introduced

a process for updating month-

ly instalments one day after

the date on which the contract

comes into force. It also sends

the customer a notif ication about

any increase in the monthly pay-

ment. These two measures have

already improved the process.

Another development is sched-

uled for the end of June 2025:

the price comparison on the re-

newal letter will include an esti-

mate of the annual budget and

monthly payment with the old

and new prices as well as the

dif ference between the two

Align the payment schedule

for monthly instalments with

contractual periods rather

than with the timing of

adjustment invoices.

In particular, send the

new payment schedule for

the new instalments

at the time of contract

renewal.

The supplier has implemented

the recommendation.

Get rid of renewal letters

that do not clearly indicate

that prices will

signif icantly increase

to encourage the consumer

to compare their

new rate with the old one,

so they can make an informed

choice. Indicate both the old

price and the new price

on the contract

renewal letter.

The supplier is studying the

feasibility of displaying prices

in euro cents in the IS

Indicate the kWh prices

in cents rather than

euros in contractual

documents

The supplier has implemented

the recommendation

Accompany consumption

adjustments during

the billing cycle with detailed

information and explain

complex accounting

operations

DGP improved its handling rate

for less complex complaints in

2024 see p 19 Concerned

about the efficiency of com

plaints handling by ENGIEs

subsidiaries the Mediation

service will continue to mon

itor this indicator in order to

improve the process

Improve the complaints

handling process for energy

suppliers to prevent the

Mediation service from

gradually becoming

a complaints handling

service.

Mediation is not about splitting the dif ference but rather proposing

a solution to the parties based on proven facts or a body of evidence

where appropriate and in compliance with the French Consumer Code

View the online

followup report

on the 2023

recommendations

for DGP

View this

recommendation

online

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