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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

Energy firms join Facebook ad boycott

Several energy retailers have temporarily pulled their advertisements from Facebook as part of a wider international boycott. The social media giant has come under fire recently amid criticism that it does not appropriately tackle hate speech.

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

Weekend press round-up: Brearley urges networks to embrace ‘collective spirit’

In our latest round-up of the weekend’s papers, Ofgem chief executive Jonathan Brearley urges networks to embrace the “collective spirit” as the regulator reins in their profits for RIIO2, Thames Water comes under the spotlight for payments made to former chief executive Steve Robertson and environmental groups raise concerns over planning changes being brought in to hasten the economic recovery from the coronavirus.

5 years ago

Mary Starks to leave Ofgem amid restructure

Ofgem’s executive director of consumers and markets Mary Starks is to leave her role after nearly two years. Chief executive Jonathan Brearley said an internal consultation was taking place on a new "flatter and broader leadership". Meanwhile Ofgem's chief economist, Joe Perkins, has departed to join a consultancy.

5 years ago

Bulb appoints Easyjet CMO to lead growth

Renewable energy supplier Bulb has announced the appointment of the chief marketing officer of Easyjet to bolster its senior leadership team. Lis Blair will become Bulb's chief growth and marketing officer in the autumn. The retailer also confirmed a number of other senior appointments, with a focus on its international ambitions.

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

Centrica calls for 1m heat pumps by 2025

Centrica has called for the installation of one million heat pumps over the next five years as part of the green economic recovery. It has urged the government to bring forward the full Future Homes Standard (FHS) by three years to 2021, as well as phasing into 2025 a scrappage scheme for oil boilers. The company has published a three-point plan which includes a series of measures it believes will help restart the post-Covid economy in line with its net-zero emissions commitment.

5 years ago

Half of large suppliers failed to meet annual smart meter milestones

5 years ago

Zero Carbon Commission calls for cross-sector carbon tax

5 years ago

Ofgem to strengthen protections for PPM customers

Ofgem has revealed plans to introduce increased support for prepayment meter (PPM) customers as part of a permanent licence requirement. In addition, enhanced ability to pay principles mean suppliers will be required to offer more support to all customers struggling to pay their bills.

5 years ago

Ofgem unveils financial responsibility principle for suppliers

5 years ago

Citizens Advice calls for stronger ability-to-pay rules

5 years ago

To move forward, Centrica must go back to basics

5 years ago

Energy Ombudsman announces return to normal service

5 years ago

Government rules out mandating smart meter installations

5 years ago

Drax and DCC expand smart meter offering to larger businesses

5 years ago

iSupply to pay £1.5m over customer failings

5 years ago

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