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

Lockdown makes case for stronger SME protections

SME businesses were more likely than their smaller counterparts to have had an energy or telecoms complaint that they needed help with during lockdown, new research has revealed. Ombudsman Services, which handles complaints in both the energy and telecoms sectors, says the findings from its survey make the case for stronger protections, arguing that giving SMEs with unresolved complaints access to redress will boost the post-Covid recovery by helping them to survive.

5 years ago

Equipping field workers for customer service

A webinar to explore the building blocks required for smart, customer-centric field operations in the UK utilities industry, including discussion of ideal operating models, necessary skill sets and the role of digital transformation.

Date: 05/03/2021 1:00 pm

Scrapping big six label ‘shows competition has worked’

Ofgem’s decision to adopt a new classification of domestic suppliers by market share reflects how the market has changed in recent years, industry experts have said. Utility Week gauges reaction to the move, including from former Npower boss, Paul Massara.

5 years ago

Pennon ‘not interested’ in minority stake deals

Pennon Group, the parent company of South West and Bournemouth Water, is eyeing outright acquisitions as opposed to taking a stake in another water company as it “narrows down the potential opportunities”. Utility Week speaks to chief executive Susan Davy.

5 years ago

New initiative helps consumers verify energy sources hourly

An initiative has been launched to deliver hourly certificates to verify exactly where consumers’ energy comes from, helping them to understand their carbon emissions in real time. EnergyTag is made up of more than 60 companies including Ovo Energy, Microsoft and Google. Its council and advisory board are working together to define a set of guidelines that will form the basis of a market for energy certificates with a timestamp of one hour or less.

5 years ago

Field forces get digital

5 years ago

How AI is changing finance and operations in the utilities sector

5 years ago

Ofgem proposes £21 increase to price cap

5 years ago

BEIS to propose raising mutualisation threshold

5 years ago

Sector needs strong policy signals to reach heat pump goal

5 years ago

Delivering ‘PHD level customer service’ in the energy sector

5 years ago

Offline billpayers hit with £500 premium

Digitally excluded households face an energy market premium of up to £485, National Energy Action (NEA) has estimated. The charity revealed the figure to Utility Week in response to a Citizens Advice report which urged the sector to ensure that going forward information and customer support is not solely provided online and that people can still access help and advice in a variety of non-digital formats.

5 years ago

Energy efficiency is top priority for 9 in 10 homeowners

5 years ago

Enhanced protection for business customers proposed

5 years ago

Deferral of new social reporting questions ‘could create blind spot’

Fuel poverty charity National Energy Action has raised concerns following Ofgem’s decision to defer the introduction of new questions and categories regarding social obligations reporting by a year. Licence conditions stipulate that suppliers must submit data to the regulator quarterly and annually on a variety of areas, including debt levels, disconnection rates, prepayment meters, smart meters, payment methods used by customers and help for vulnerable customers.

5 years ago

Boosting social and economic mobility: utilities’ obligations and opportunities

A webinar to explore how the social and economic impacts of the pandemic are influencing responsible business actions and strategies in the utilities sector and beyond.

Date: 04/12/2020 11:00 am

CCW embarks on crusade for vulnerable customers

5 years ago

Government mulls GHG extension

5 years ago

ENW commits £500,000 to fund Citizens Advice ‘energy champions’

Electricity North West (ENW) has revealed plans to pay for seven new members of staff at Citizens Advice, including five ‘energy champions’, with a £500,000 fund. The two-year partnership will start immediately in response to the pandemic and marks the launch of the North West network operator’s ‘Be Winter Ready’ campaign.

5 years ago

October saw highest switching rate since April 2019

5 years ago

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