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

More than 4m smart meters operate in ‘dumb mode’

5 years ago

Time to ‘put pedal to the metal’ over shared PSR

5 years ago

Ofgem pauses midata programme

5 years ago

Covid will make PCC targets ‘exceptionally hard’

SES Water talks Utility Week through data on water use during lockdown, with traditional spikes flattening at home and demand collapsing in the non-domestic market. The Surrey-based company has also seen clear differences in usage between different socio-economic groups. Water strategy manager Alison Murphy explains what this all means for consumption targets.

5 years ago

Network boss says lockdown may have changed consumers’ priorities for RIIO2

5 years ago

SSE’s greenprint for a cleaner, more resilient economic recovery

5 years ago

UU pledges to prioritise safety and support ‘over any short-term impact’

As well as reflecting on the company’s performance in the past financial year, and price control period, United Utilities chief executive Steve Mogford has addressed the impact of Covid-19, saying the safety of staff and support for customers will be the unequivocal focus regardless of the hit to finances and targets. The company also revealed £51 million of losses on its Water Plus retail joint venture.

5 years ago

CCW says water sector research is failing to engage customers

5 years ago

Going beyond the buzzwords: Fostering a culture of mental health awareness

5 years ago

Wider water sector raises concerns to CMA

5 years ago

Shifting behaviour could reduce CO2 emissions post-lockdown

Changes to daily household routines as a result of lockdown could have a long-term positive impact on carbon emissions, data from EDF has revealed. While historically additional energy demand has been created at peak times, typically between 4-7pm, the lockdown has meant that demand has smoothed throughout the day.

5 years ago

#AskUsAnything: Customer needs in a post-Covid world

In our latest #AskUsAnything show, our expert panel discussed the ways in which firms communicate with consumers, how they can identify vulnerability and what role utilities play in their wider communities, among other topics. The recording is now available to listen back.

Date: 22/05/2020 11:00 am

April slowdown sees annual switching figures fall behind 2019

The latest electricity switching figures from Energy UK confirm a slump in April – the first full month of the coronavirus lockdown – with just under half a million customers changing supplier.

5 years ago

Pure Planet unveils new tariffs

5 years ago

Utility Week lockdown poll reveals customer satisfaction issues

5 years ago

UU: Customer service is an emotional interaction not a process

United Utilities' customer base includes some of the most deprived parts of the country and these people are now facing ever increasing hardships because of the pandemic. Customer services and people director Louise Beardmore tells Utility Week how empowering staff to help wherever possible has earned the company praise from those it serves.

5 years ago

EDF looks ahead to a post-pandemic future

Philippe Commaret, EDF’s retail managing director, talks to Utility Week about how the lockdown has impacted the company's strategy and its relationship with both its customers and its workforce.

5 years ago

Green Star Energy to pay £750,000 following licence breaches

Green Star Energy is to compensate more than 7,000 customers after failing to issue them with the terms of their supply contract within a reasonable time. The supplier is now in the process of paying compensation of £30 to each affected customer in recognition of poor service and the fact that these customers did not receive welcome packs.

5 years ago

Keeping Us Connected: EDF’s telephony team provides vital support

5 years ago

Smart meter installations see 95% drop during lockdown

5 years ago

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