Customers

To what extent is the utilities sector lagging behind other industries in its approach to engaging with customers? We examine best practice and look towards the future relationship between hosueholders and their utility providers.
A Heat-as-a-Service (HaaS) model could be a key driver in the decarbonisation push but a lack of appetite from consumers for longer contracts may slow progress, an analyst has suggested. Research from Delta-EE showed consumers were reluctant to commit to a deal longer than two to three years and that a disruptor was needed in this area.
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A total of 2.7 million “dumb” meters were operating as of 30 June this year, the latest statistics reveal - making up 18 per cent of the total installed so far. The figures for Q2 2019 show a 4.2 per cent increase in the number of smart meters in operation, compared to the previous quarter. However, they show a fall in the number fitted by the large suppliers.
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Water watchdog CCWater was overwhelmed by the number of complaints it received from non-household customers unhappy with aspects of their service
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Following Ofgem's announcement this morning, Utility Week has put together a range of responses from the energy industry.
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Water companies have made ‘no significant improvement’ over the past year, according to the latest overview of the market by the Consumer Council for Water (CCWater). The group’s Water Matters survey for 2018 warns that companies remain too complacent, particularly when it comes to boosting perceptions of value for money and fairness. Despite its damning topline conclusion, the report shows 90 per cent of customers were satisfied with their water services last year
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