Customers

Editor's Picks

Can DSOs put the customer first?

Can DSOs put the customer first?

SSEN’s advisory board chair is challenging DSOs to rethink how close they are to customers, as we round up our recent series of reports produced with the network on the future of the operator.

1 year ago

‘Why is Boris Johnson on the PSR?’

1 year ago

Smart meter installations fall to lowest level in years

1 year ago

Trust in water sector hits all-time low

1 year ago

Local energy plans must be funded to ensure a just transition

1 year ago

Latest

Byatt: Time to stop ‘dithering’ and do it right

6 years ago

Ombudsman to spread costs from failed retailers among suppliers

Failed energy suppliers left the market owing the Energy Ombudsman more than £1.6 million in 2019. A letter seen by Utility Week has confirmed plans to recover some of the costs through mutualisation.

6 years ago

Honeymoon is Ovo

Ovo announced its dramatic ascension to the top tier of UK energy retailers with great fanfare - with promises to bring its disruptor values to the mainstream. However, a damning report by Ofgem this week shows the company struggled with the basics of communication and billing over a five-year period. James Wallin reflects on what this means for the company and the wider perception of the challenger brands.

6 years ago

Regional growth and utilities: Power to the regions

6 years ago

‘Customers are for life, not just for a price review’

PR19 has been the water sector's most customer-focused ever with more than five million people involved in the writing of the business plans. CCWater and Ofwat discuss how the research should be used as an opportunity to learn more about customers, not as a box-ticking exercise

6 years ago

Utilities 2020: The year ahead for energy and water

6 years ago

Environment Bill returned to parliament

6 years ago

‘Reckless’ Ovo displayed ‘poor attitude’ towards regulation

A report by Ofgem has issued a damning verdict on challenger brand Ovo Energy. The firm was found to be in breach of 10 licence requirements concerning the way it had previously billed its customers. Adam John takes a closer look at what went wrong at the supplier, which has recently been allowed to take on 3.5 million customers from SSE Energy.

6 years ago

Utility Warehouse to pay £650,000 after customers overcharged

Utility Warehouse overcharged warm home discount customers above the correct level of the price cap. Ofgem said the supplier quickly 'self-reported' the issue.

6 years ago

Ofgem fines Ovo after thousands of customers incorrectly billed

Ovo Energy has agreed to pay almost £9 million into the regulator's voluntary redress fund after over legacy communications and billing issues.

6 years ago

Affinity gets to grips with PCC and leakage

6 years ago

KPMG director says PR19 will be a ‘diet for fat cats’

6 years ago

Challenger brands dominate Which? annual satisfaction survey

Three brands were named as Which? recommended providers this year. More than 8,000 people were asked to rate their supplier on a number of criteria including value for money, customer service, bill accuracy and digital tools.

6 years ago

Customer satisfaction leader shares secrets to success

6 years ago

Poor address data comes with a hefty price tag

6 years ago

Water retailers ‘over-promised to customers’

Nish Dattani, the managing director of retailer, First Business, told Utility Week’s Water Customer Conference that much of the reputational damage in the market had been self-inflicted. Meanwhile, Waterscan’s Claire Yeates accused retailers of seeking to blame “legacy issues” for ongoing problems around accurate consumption data.

6 years ago

A disruptor with scale – Greg Jackson and the journey of Octopus Energy

6 years ago

Ofgem to introduce customer service incentives for DCC

6 years ago

Government ‘will struggle to remove price cap’

The Energy Ombudsman told Utility Week's Customer Summit that now consumers have become accustomed to the price cap, it will be difficult to remove. Ofgem director Anthony Pygram was also speaking at the event and said the Conservative manifesto was not very clear on the next steps for the cap.

6 years ago

Consumers unsure how habits affect energy bills

6 years ago

Load More