New operational data from Fuuse has revealed that more than a third of EV drivers contacting a charging helpline do so because they are unable to start a charging session.

Analysis of our driver support calls found that 36% of enquiries relate to drivers struggling to begin a charging session and a further 14% involve drivers unable to end a session, highlighting how the mechanics of starting and stopping a charge remain key friction points for drivers using public charging infrastructure.

The data was explored in relation to a Fuuse webinar - 'Driver Support in the World of PCPR', which examines how the UK’s Public Charge Point Regulations (PCPR) are reshaping expectations for driver assistance. The webinar took place on 10th March, 10:30am - you can watch it here.

Most common call issues

During its first year of operation, the driver support team here at Fuuse handled 72,329 calls. Operational data from those calls showed:

Calls answered in 24 seconds on average
98% of calls resolved within 2.5 minutes
Top call issues:
- Unable to start a charge session (36%)
- Unable to end a charge session (14%)
- Pre-authorisation questions (9%)
- Stuck charging cables (7%)

UK-based call handlers

At Fuuse, we know that to new EV drivers, navigating the first charging session can feel daunting both practically and psychologically, and even experienced EV drivers will need assistance and reassurance if a charger isn't responding as expected. We make it priority to ensure a friendly, knowledgeable service is provided from UK-based call handlers who can talk confidently through processes, and gather accurate information to report to the charge point operator - a crucial part of building trust in the transition.

Under the UK’s Public Charge Point Regulations, which came fully into force for support services in November 2024, charge point operators must provide a free 24/7 telephone helpline for drivers using public chargers. Support was brought in-house at Fuuse in January 2025 to help networks meet those requirements while gathering insight into real-world driver issues.

zapmap's Highest rated 2025/26 rankings

Our UK-based team of 17 support specialists now handles calls across several networks, including the highest-rated EV charging network for customer support in Zapmap’s 2025/26 rankings, providing troubleshooting and collecting operational insights to inform improvements to charging infrastructure.

Find out more

To speak to us about Fuuse Driver Support and how we can support you in meeting compliance, protecting your brand and enhancing your EV charging offering, complete the form below: