Sadly, it’s not that simple for utilities, which are the mainstream media’s historic, cyclical whipping boys, with little choice but to weather the storm when the flak starts to fly.
It’s hard to pinpoint when the latest antipathy surfaced, and the public mood pendulum began to swing against them once more.
The received wisdom is about three or four years ago – fuelled by political rhetoric about rip-off energy tariffs; international exposés such as the Panama Papers revealing the legal, but nonetheless image-damaging, use of offshore companies; and the biting of austerity while executive pay remained at levels far beyond the reach of a public increasingly disillusioned with big business.
Utilities have long known they must respond to plug the legitimacy gap. And many are already doing so, be it through building consumer trust via more engagement; clearly sharing financial rewards; or greater transparency around the corporate governance of what customers regard as monopoly lifeline services that should be run far more for the public good.
But the storm shows no sign of abating. On the contrary, it has been strengthened by the nationalisation debate, demands around decarbonisation, rising expectations on consumer service, regulatory reform and ongoing investment uncertainty.
Against this backdrop, our New Deal for Utilities campaign gleaned views on the current state of play plus what key figures within and outside the industry need to do next. We also asked the public what they really think about their water and energy providers.
It’s been a fascinating journey that has thrown up both consensus and fiercely conflicting views. In our wrap-up report under the New Deal drop-down menu, we share some key findings.
And we go further than providing feedback. We suggest pledges that could form part of a new social charter between utilities and the public – subject to co-operation from regulators and the government.
Our next-stage plans will see us continue this crucial debate, including framing a high-level roundtable discussion and making submissions, both to the NIC’s review of regulation and the government’s forthcoming white paper on the future of energy.
Much work is already under way throughout the industry. But amid what one source described as a “surround-sound of initiatives and soundbites”, the sector knows it is time to show that the customer really is at the heart of everything it does – along with making a case for the support it now needs to do more.
Industry, it’s over to you.