Company strategy

Bentley beefs up customer service as top priority

Thames has recruited more than 180 people to improve its customer experience, as chief executive Sarah Bentley describes the “substantial journey ahead”.

United Utilities brings meter reading back in-house

United Utilities has hired 80 water meter readers as the company brings meter reading in house for the first time in 20 years. New recruits will also help the extension of automatic meter reading across its region

First RAPID water resource schemes get green light

Four strategic water resource projects have become the first to pass the initial assessment by the Regulators Alliance for Progressing Infrastructure Development (RAPID). The projects relating to bolstering water resources in Southern's western region include a recycling scheme, a desalination plant and a reservoir.

Welsh Water – innovating for AMP7

Peter Perry, who joined Welsh Water as an apprentice, became chief executive in the midst of the pandemic after Chris Jones retired in April. He chats with Utility Week about getting through 2020, the projects that excite him for AMP7 and what billpayers expect from their water company

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.

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.

Eon: Fake news is hindering smart meter rollout

Doubling down on debt – AI and Machine Learning in action

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.

Cold homes death toll reveals grim cost of fuel poverty

National Energy Action is warning of the increased risk posed by cold homes this winter, after new ONS figures show this as the cause of 8,500 deaths last year. The charity has issued the warning on Fuel Poverty Awareness Day, in which it was revealed that there were 28,300 excess winter deaths in total last year.

Utilita hits back at ‘grossly unfair’ Ofgem over potential final order

New licence conditions to take effect in new year

New licence conditions designed to improve customer service standards and decrease the likelihood of supplier failure will be introduced in the new year, Ofgem has revealed. In a decision document Ofgem outlined a series of measures as part of its ongoing supplier licence review.

Wind sector provides funding to stop turbines blocking air defence radar

Smart meter installs rebounded in Q3

SVT accelerates green recovery spending

Listed company Severn Trent reported a revenue fall of around £30 million because of the pandemic in the first six months of AMP7. It is accelerating opex projects including waste to energy to aid with the country's green recovery.