Customers

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

Editor's picks

Last year saw a four-year high in the level of home heating and insulations delivered through the Energy Company Obligation (ECO) programme, despite the Covid-19 pandemic.
News
Energy retailers could soon be required to automatically refund surplus consumer credit balances as part of a regulatory clampdown on unsustainable business practices. According to research by Ofgem £1.4 billion was held in surplus credit balances in October 2018.
News
Shadow environment minister Luke Pollard said the water industry needs fundamental changes to face the climate crisis with a focus on helping customers use less water. He called for a shift in mindset from political leaders, companies and regulators as well as consumers to rethink how natural resources are viewed.
News

Featured

The principle of no customer being left behind in the shift to a smarter, more flexible energy system is hard to argue with. However, some experts believe that in the short-term a just transition is just impossible. As part of our Countdown to COP campaign, James Wallin examines different pathways to fairness – from ensuring the most vulnerable benefit first to the introduction of non-participant tariffs.
Analysis
A new Utility Week report explores the potential for AI and machine learning to help utilities navigate a swelling crisis in consumer debt. We present an overview of what’s covered.
Analysis
While energy retailers collectively lost £1 billion in 2020, ongoing intense competition as well as new cashflow challenges and the pandemic will make that loss seem mild, Ben Bugg of BFY Group says. Writing for Utility Week Bugg outlines why he expects 2021 to be a year of increased M&A activity in the retail market.
Opinion

Latest in Customers

Consumer watchdogs have welcomed a five per cent price cut from independent energy firm Ovo. Consumer Focus said major suppliers will feel the heat from customers if they do not also pass on falls in wholesale prices.
The bitterly cold winter of 2010/11 resulted in widespread pipe bursts and call centre chaos - and the first snows of this winter have arrived. So how prepared is the water sector for a big freeze? Megan Darby investigates
News
Businesses know energy is expensive, but are reluctant to invest in efficiency measures. As cold weather starts to kick in for the first time this year, Richard Postance tells the government to educate and reassure.
News
Close
Close

Request a call back