End of DNO incentives risks ‘sub-optimal’ customer service

A lack of financial incentives for distribution network operators (DNOs) to improve service risks creating a “postcode lottery” which could result in “sub-optimal customer outcomes”. That is according to Ofgem’s Stakeholder Engagement and Consumer Vulnerability (SECV) Incentives Panel, which has just published its final annual report. As the incentive scheme draws to a close, after eight years, the SECV Panel’s 2022-23 assessment warns that “stakeholder engagement is not truly embedded across all DNOs, and certainly not to the same standard”.

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