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.
In the latest in our series of webinars covering the impact of coronavirus on the utilities sector we focussed on customers and issues of vulnerability - with Matthew Vickers, CEO of the Energy Ombudsman, Andy White, Senior Policy Manager at CCW and Matt Cole, chair of the Fuel Bank Foundation.
Webinars
Utility Week’s Investor Summit heard how climate change and legitimacy are reshaping investment models. We present some of the key points from the day and round-ups from panel sessions.
Analysis
Espoused by the prime minister at the launch of COP26, offshore wind has become the poster child of clean energy. The latest in our ‘Regional Growth and Utilities’ series travels to the Humber to hear how its renewables story is showing the way on local regeneration. Suzanne Heneghan reports.
Analysis
Even by the recent catalogue of corporate woes, Centrica’s announcement earlier this month that it had plunged into a loss of more than £1 billion must have been hard to take for outgoing CEO Iain Conn. As further heavy losses for 2019 continue to put the spotlight on the British Gas owner, Adam John looks at the direction of travel now for the energy leviathan and who might be the person to lead it.
Analysis
The national talk around regional growth has so far focused mainly on the transport sector, but Northern Powerhouse Partnership’s Henri Murison knows the role of energy and water companies will be just as critical for economic rebalancing and capability, as Suzanne Heneghan reports.
Analysis
Households and businesses spend around £55 billion on energy each year. With a typical utility having millions of customers and properties they supply gas and/or electricity to, the importance of using the most accurate address data should not be underestimated.
Opinion
Several energy retailers have raised concerns over the smart meter rollout. One even claimed first-generation SMETS1 devices, which have well-known known operability issues, were preferable to their second-generation counterparts.
News
The second iteration of Utility Week’s Accelerate event asked how the UK can put the electric pedal to the metal to rapidly decarbonise transport while avoiding unintended consequences for the market and consumers.
Analysis
With the government’s extension of the smart meter deadline until 2024, there is still time for utilities to see if they can learn from Italy’s successful mass-rollout strategy.
Analysis
For the next instalment of our Regulation pillar, we asked our Utility of the Future Advisory Board how they would recast the regulatory framework to help achieve net zero and ensure a good deal for consumers in the energy retail sector of the future.
Analysis
How can the sector promote trust, fairness and legitimacy at the same time as tackling the urgent transformations linked to the net-zero journey and technological advances? A panel including Ofwat’s Jonson Cox, Lord Deben, Northern Powergrid CEO Phil Jones and Michael Lewis of Eon, gave their view as part of the New Deal for Utilities debate
Market insight
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