Gas retail

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Call waiting times rose following lockdown

Average call waiting times for energy retailers in the period after lockdown increased, with the worst performing supplier coming in at just under 12 minutes. New statistics also show suppliers took more than two working days to responded to a third of emails.

5 years ago

Auto-switching proposals could lead to ‘unintended consequences’

Proposals to reform roll-over tariff arrangements could have the unintended consequence of reducing engagement in the energy sector, a fuel poverty expert has warned. The Energy White Paper proposes customers who do not opt-out could be automatically switched to a new, cheaper contract instead of being rolled over onto a default tariff when their deal ends.

5 years ago

Octopus joins mass Covid testing pilot

5 years ago

Eon boss laments £300m ‘black hole’ left by failed suppliers

Eon UK boss Michael Lewis has called for the sector to stamp out the drivers of poor behaviour after recent supplier failures left behind a £300 million "black hole of debt". Lewis was speaking in response to the news that more than £33 million is to be mutualised after suppliers failed to pay their renewables obligation (RO). It is the third year in a row that missed payments have been mutualised.

5 years ago

Fixing a broken retail market

As chief executive of one of the market’s earliest disruptors, Doug Stewart has seen a lot of change since Green Energy UK came onto the scene in 2001. He talks to Utility Week about his concerns about mutualisation being triggered for the third year in a row in relation to suppliers not meeting their renewables obligations and his disdain at Ofgem’s rebranding of the big six to the "large seven".

5 years ago

Eon launches smart installation service to wider market

5 years ago

Ovo links smart meters and thermostats

5 years ago

Ofgem unable to pursue 10 failed suppliers owing £17.8m in RO

A total of 10 energy suppliers owe more than £17.8 million in renewables obligation (RO) payments but will not be pursued by Ofgem because they have either ceased trading or gone into administration. The regulator has also revealed the total amount to be mutualised.

5 years ago

Unison and Unite back Centrica’s revised contract proposals

A majority of Unison members who were balloted on whether to accept Centrica’s revised proposals on contract terms and conditions have voted to accept the final offer. In an update Centrica said out of 7,000 front-line office employees, most of which are represented by Unison, 86 per cent voted to accept the final offer. Furthermore, it added, more than three quarters of Unison members voted in favour.

5 years ago

Ovo-backed supplier had 40 minutes average call waiting time

Ovo-backed power supplier Boost Energy took almost 41 minutes on average before answering calls to its customer service line, research by Which? has found. The consumer group's mystery shop investigation found British Gas in second last place, as it grappled to adapt to pandemic conditions. See the full table and reaction from companies featured.

5 years ago

A new challenge for the challengers

After years of mergers, acquisitions and the strong growth of new entrants, Ofgem finally decided to ditch the term ‘big six’ in November, with suppliers now being ordered by size as small, medium and large. The retirement of the big six term – with all its accompanying baggage – has been long debated. But, with Bulb and Octopus now classed in the same category as British Gas, Adam John asks whether the moniker ‘challenger’ has also had its day.

5 years ago

Suppliers’ green tariff claims should be independently audited

Claims by energy suppliers regarding the environmental impact of their green tariffs should be audited, either independently or by Ofgem, Good Energy has recommended. The retailer’s proposals to tackle greenwashing have been backed by Ofgem’s former head of future consumers.

5 years ago

Scottish Power takes on Yorkshire Energy customers

Customers of failed power supplier Yorkshire Energy have been transferred to Scottish Power, Ofgem has confirmed. The regulator also further revealed that it is minded to allow Scottish Power to claim a £10.6 million last resort supply payment after it took on the customers of Extra Energy in 2018. This is £3 million less than the supplier's original claim.

5 years ago

Second lockdown did not derail smart meter rollout

5 years ago

Yorkshire Energy exits market

Yorkshire Energy has become the fourth power supplier to enter the supplier of last resort process this year. The retailer, also known as Daisy Energy, had also entered into level two credit default earlier this week.

5 years ago

Verastar appoints former TalkTalk MD as chief executive

Business utility provider Verastar Group has appointed a former TalkTalk and Virgin Media director as its new chief executive. Verastar, which achieved a turnover of £183 million in its last financial year, currently provides water to around 110,000 accounts and electricity and gas to 26,000 accounts.

5 years ago

New Vulnerability Commitment to ‘level-up performance’

A total of 15 energy retailers representing 70 per cent of the domestic market have voluntarily signed up to Energy UK’s new Vulnerability Commitment. Signatories of the commitment, designed to complement existing licence requirements, agree to adopt a “collaborative, proactive and transparent” approach that will improve both the quality of support provided by them and customer awareness that such support exists.

5 years ago

Eon: Fake news is hindering smart meter rollout

5 years ago

Doubling down on debt – AI and Machine Learning in action

5 years ago

Ofgem to extend protections for PPM customers

Ofgem is to extend protections for prepayment meter (PPM) customers who have had their meter installed under warrant, reflecting the extended smart meter rollout deadline.

5 years ago

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