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

Consumer group calls for tougher regulatory actions in water retail

Complaints are falling in the non-household water sector but CCW expressed concerns about the rising number of issues companies are unable to resolve

5 years ago

SPEN allowed to access smart meter data

5 years ago

Ofwat modifies licenses to boost financial resilience

Ofwat has modified the licences of water companies in England and Wales, with the exception of Wessex Water, to limit the amount of money shareholders can be paid if a water company is in financial difficulty. The regulator expressed disappointment that Wessex had not consented to the change and said it would "consider how to proceed".

5 years ago

Customer Centric: Igloo Energy

5 years ago

Government urged to ‘go Dutch’ on EV charging network

Government should work with industry to coordinate the creation of a universal electric vehicle (EV) charge network, Scottish and Southern Electricity Networks (SSEN) has said. The network operator cites how the Netherlands has already implemented a successful area-wide tender process for a network of public EV charge points and calls on the UK government to follow suit.

5 years ago

Ofgem introduces modification to support customer registration bans

Ofgem is introducing a modification to the Master Registration Agreement (MRA), preventing electricity distributors from registering new customers after a supplier has been issued a customer ban. In a letter to stakeholders. The new modification will be implemented on 22 July.

5 years ago

Why digital channels are essential for strengthening utility customer loyalty

Over the past few months, customer experience has become ever-more important. But what are the challenges facing utilities companies in transforming customer experience and how can innovative technologies help overcome these?

5 years ago

#AskUsAnything: RIIO2 draft determinations

This webinar, sponsored by Addleshaw Goddard, will be an opportunity for Utility Week readers to pose questions to Akshay Kaul, Ofgem’s director, network price controls.

Date: 24/07/2020 11:00 am

Research warns 200,000 households to slip into fuel poverty

5 years ago

Smart meter rollout shows signs of recovery

5 years ago

Customer Centric: So Energy

In the wake of the coronavirus pandemic and increasingly high public expectations, best practice in customer service is more crucial than ever. Utility Week kicks off the first in a series of interviews with suppliers ranked highly in customer service league tables, to share their secrets to success. We begin with So Energy, the supplier founded by two former Macquarie traders, which has ranked in the top five of the Citizens Advice star ratings tables for ten straight quarters.

5 years ago

Utilities lag behind other sectors on customer satisfaction

5 years ago

Customers move to self-serve in lockdown

5 years ago

Recovery ‘in sight’ as electricity switching increases

5 years ago

DCC says it’s ‘full steam ahead’ for smart meter rollout despite lockdown

5 years ago

Water bills fall but affordability remains concern for customers

5 years ago

Water efficiency pleas must be tailored to specific customers

5 years ago

Fuel poverty: The £77k question

Utility Week speaks to the chair of the Committee on Fuel Poverty, who shares his concerns that energy efficiency projects are still being not being effectively targeted at those most in need. David Blakemore pointed to local authority guidance that households with an income of up to £77,000 are eligible for assistance under the Energy Company Obligation (ECO) scheme, as “out of kilter with tackling genuine fuel poverty”.

5 years ago

Covid-19 propels utilities towards a digital future

5 years ago

Challenger brands dominate Top 5 star rating spots

Citizens Advice’s latest customer service rankings has shown Q1 2020 as the worst performance by the former big six over the past two years, with challenger brands taking all five top five spots. Since Q1 2018 there has always been at least one of the largest suppliers within the top five but SSE, which sold its customers to Ovo earlier this year, was the highest scoring and ranked in sixth place with a score of 3.85.

5 years ago

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