But despite the company’s customer difficulties Npower chief executive Paul Massara said Hattam “leaves with a legacy to be proud of” and thanked him for his “contribution towards giving Npower the foundation to achieve truly great customer experience.”
Npower said the recent Citizens Advice report showing customer complaints for the supplier having reduced by over a third was evidence of “the real progress that has been made” under Hattam’s leadership.
The supplier placed second from last out of the big six in the league table released earlier this month. Citizens Advice acknowledged that Npower has made improvements recently, although said it is still “performing poorly” relative to the other big six with almost five times as many complaints.
Hattam will be replaced as of the 1 June by Simon Stacey, currently managing director of energy services for the company, in order to “pursue new opportunities”, the company said.
Npower said it plans to “improve still further” under Stacey’s leadership by focusing on digital communication and integrating the smart meter rollout.