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Examining how utilities are tackling the key issues of vulnerability and affordability

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Thames: We started too late to meet PR19 commitments
Thames Water has left too much work to complete in the current asset management period to meet all its performance commitments , Cathryn Ross has told an online meeting for billpayers. The interim co-CEO acknowledged that the company has an asset deficit but denied that consumers had paid for work that had not been delivered.
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Data for flexibility: supporting market growth and liquidity
Energy flexibility markets are maturing, but limitations in the availability, quality and accessibility of data are still raising barriers between market participants and the full scale of their ambition. This report created by Utility Week in association with SSEN Distribution offers frank insight into the data frustrations and expectations of flexibility market stakeholders.
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Energy retailers to join shared PSR in Q1 2024
A truly joined-up priority services register for water and energy companies is to finally become a reality in the first quarter of 2024 as retailers start sharing their data on vulnerable customers, Utility Week understands. In a milestone moment for the sector, energy suppliers will switch from a process of explicitly asking customers for consent to share their data to one in which the substantial public interest clause is used to comply with data protection laws.
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Utilita sees 800% jump in support credit payments
Prepayment meter (PPM) specialist energy supplier Utilita has told Utility Week that it has seen an almost 800% increase in the amount of additional support credit (ASC) it provides to customers over the past three years. Commenting on the stats Utilita’s non-executive chair Derek Lickorish said the data highlights that "households are running on empty, their financial resilience destroyed".
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Ofgem to probe supplier treatment of microbusinesses
Ofgem has launched an investigation into Maxen Power Supply, focussing on the fair treatment of businesses and the rates they are charged. The regulator said it will consider the “supplier’s compliance with rules around treating microbusinesses fairly, organisational capability, whether deemed rates are unduly onerous and customer transfer blocking”.
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Ministers have ‘broken promise’ over social tariff
The government has been accused of “breaking promises to the most vulnerable in society” after not delivering proposals for an energy social tariff first outlined a year ago. Jeremy Hunt first acknowledged the need to examine targeted bill support in last year’s autumn statement with a consultation planned for this summer. But both Conservative and opposition MPs have now lamented the lack of action.
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Ofgem confirms January price cap increase
Rising wholesale energy costs will lead to a 5% price cap increase for consumers in January, Ofgem has confirmed. In its latest quarterly cap update the energy regulator has also unveiled plans to level standing charges for prepayment meter (PPM) customers to end the so-called PPM premium.
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Government calls for shared multi-sector PSR
The government has announced it is exploring options to introduce a single, multi-sector Priority Service Register (PSR) to help vulnerable utility consumers. Under plans announced as part of the Chancellor’s Autumn Statement on Wednesday (22 November) energy, water and telecoms companies would share data so those most in need only need to disclose information about their vulnerability once, regardless of where they live.  
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October best month for smart installations in 2023
New data has revealed that more smart meters were installed in October than during any other month so far in 2023. October’s figures are 14% higher than September and just under 5% higher than October last year.
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Smart meter deadline in 2025 is ‘not helpful’
The deadline for energy suppliers to complete the smart meter rollout by the end of 2025 has been described as “not helpful” by a deputy director of the industry’s trade body. Energy UK’s deputy director of retail policy, Daniel Portis, was speaking to Utility Week following the news that six retailers have agreed to pay out almost £11 million after failing to hit their installation targets last year.
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Utility Warehouse co-CEO steps down
Stuart Burnett will become Utility Warehouse’s sole chief executive next summer, with co-chief Andrew Lindsay intending to step down from his role after 16 years with the company. Utility Week spoke to Burnett about the change at the top, after the multi-utility provider announced strong half year results which show an adjusted pre-tax profit increase of more than 35%.
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