Energy retail

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Delivering empathy over digital channels

A webinar to explore the role of digital channels in delivering sensitive and empathetic service to customers, especially in a context of increasing consumer vulnerability and hardship

Date: 06/11/2020 11:00 am

Expert View: Supporting vulnerable customers through new payment options

5 years ago

Brearley: Ofgem must evolve to adapt to changing sector

Ofgem must undergo organisational changes to adapt to the ever-evolving energy landscape, the regulator’s chief executive Jonathan Brearley has said. In his keynote address at Utility Week’s Build Back Better forum Brearley outlined key ways in which the regulator plans to support the scale of change over the next few years.

5 years ago

‘The current energy system is rigged against low-income households’

5 years ago

Voices of the future: Lessons from Covid

The energy industry has laid the foundations for net zero but it is the next generation of sector leaders that will be responsible for ensuring the 2050 target is achieved. From shifts in energy demand to how we deal with vulnerable customers, Covid-19 has resulted in a number of big changes this year. In the second of a series of articles, Adam John speaks to the winners of the Young Energy Professionals awards and asks them what lessons they think will be learned from the pandemic

5 years ago

Introducing the voices of the future

The energy industry has laid the foundations for net zero but it is the next generation of sector leaders that will be responsible for ensuring the 2050 target is achieved. In the first of a series of articles, Utility Week talks to the five winners of the Young Energy Professionals Awards 2020 to gauge their views on everything from decarbonisation to diversity. We start with how young people perceive the energy sector and how this is changing.

5 years ago

Engie launches net zero home retrofit solution

Energy services provider Engie has launched a whole house retrofit solution, a “one-stop shop” which will “decentralise, digitalise and decarbonise homes”. The company says its Engie Zero offering is designed to combat the threat posed by existing housing stock to the UK’s net zero goals.

5 years ago

Expert View: How open banking can improve the customer experience for utility payments

5 years ago

The role of CfD in an age of uncertainty

5 years ago

Government extends price cap

5 years ago

Consumers may be more willing to buy locally with multiple energy suppliers

5 years ago

Switching sees sharp year-on-year decrease in September

Switching saw an almost 20 per cent decrease last month compared to September 2019, the latest figures from Energy UK show - the worst performance since the country came out of lockdown.

5 years ago

Weekend press round-up: Water watchdog showers criticism on rival regulator

In our latest review of sector coverage across the national newspapers, Ofwat lashes out at the CMA's generous interim determinations as lacking 'explanation, reasoning or analysis'; three water companies are scrutinised for their offshore accounts; and a report from the London School of Economics states 80,000 jobs could be created in the green recovery.

5 years ago

Eon pushes government to extend energy efficiency measures

Eon is holding discussions with the government about extending the deadline for the first phase of the council-led prong of the £3 billion energy efficiency drive, its chief executive has revealed.

5 years ago

New energy license conditions to protect struggling customers

5 years ago

Eon: UK should take holistic approach towards net zero

Cities across the UK should take a holistic approach when tackling the net-zero challenge, ensuring that fuel poor households are engaged in the transition, Eon Energy’s head of city energy transformation has stressed.

5 years ago

Legacy of lockdown for customer experience

There’s no “new normal” yet for customer behaviours or engagement trends following lockdown-induced transformations on both fronts. The limbo is keeping customer experience leaders in the utilities sector on their toes, Jane Gray reports.

5 years ago

Citizens Advice calls for ‘essential services taskforce’

Citizens Advice is pushing for the creation of an ‘essential services taskforce’ to simplify and improve the support received by vulnerable customers. In its ‘Getting support to those who need it’ report the consumer charity outlines a number of challenges faced by vulnerable customers, namely the complicated process of supplying multiple service providers with their relevant data.

5 years ago

Smart meter installs increase year-on-year for first time since lockdown

5 years ago

Relief for local energy suppliers ‘risks distorting market’

Reforming the electricity generation licensing system to make it easier to set up grassroots suppliers could have “unintended consequences” and ultimately end up costing consumers more, energy minister Kwasi Kwarteng has warned.

5 years ago