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Customers increasingly unimpressed with energy suppliers’ customer service
Satisfaction with the customer service provided by energy suppliers has continued to decline, according to the latest research by Ofgem. The regulator has published its Energy Satisfaction Survey for the…
New PPM rules may result in more court cases against customers
…court action in 2023, compared to 2022. In total the service received 349 cases about court action last year, compared to 179 cases the year before. This, it added, does…
Weekend press: Cost of nationalising Britain’s energy grid could be paid for in a decade
Cost of nationalising Britain’s energy grid could be paid for in a decade The cost of nationalising Britain’s energy grid could be paid off in 10 years without increasing energy…
Weekend press: South West accused of failing to be honest over drought projections
…Gama, a solicitor at Leigh Day, which is representing River Action in the judicial review, due to be heard next month at the high court in Cardiff, said: “River Action’s…
‘Triage’ process to prioritise strategic connections
…Plan. Writing in the foreword to the Connections Action Plan, energy secretary Claire Coutinho said: “While there is a fundamental need for new network infrastructure, which the Transmission Acceleration Action…
Water beats national average for customer satisfaction
…of the two utilities, with satisfaction declining by 5.3 points to 67.9. Average satisfaction with price/cost fell by one point to 5.6 (out of 10) and the perception that energy…
Why engaged employees can solve the customer conundrum
…and unhappy customers. UK Power Networks (UKPN) outperforms other utilities on both the UK Customer Satisfaction Index and ranked number one in 2022 in Ofgem’s Broad Measure of Customer Satisfaction.…
Utility Week Live 2023: The best of the show
…is data. In recent years, some major industry initiatives have identified key actions which should be taken improve the quality, completeness and accessibility of industry data – both within and…
Weekend press: Energy debt bankruptcies set for record
…17GW, according to energy research company Aurora. National Grid ESO, which runs Great Britain’s electricity system, reckons the country will need to invest at least £50bn in its electricity transmission…
Utility Week calls for Action on Bills
…said: “The Action on Bills campaign comes at a critical time, with the country in the grips of an ongoing cost of living crisis. Network companies are playing their part,…
Weekend press: Ofwat faces criticism as water sector crisis deepens
…Observer Britain ‘plunged back into 1970s’ amid record slump in customer satisfaction Britain is returning to the gloom of the 1970s as customer satisfaction collapses at the fastest pace on…
Weekend press round-up: Ministers willing to let bills rise to keep Thames afloat
…campaign body River Action and Fulham Reach Boat Club earlier this month detected high levels of E. coli, which can cause serious infections. River Action said the testing locations in…
Weekend press round-up: Ofgem chief calls on ministers to rethink energy price caps
…thing?”This question runs through the core of Brearley’s leadership at Ofgem, which began in early 2020. Since then, the industry has been roiled by the impact of the Covid pandemic…
Regulation risks raising costs for heat network customers
…a workshop run by the ESC as part of its research for the report warn that inefficient networks are a key driver of high prices, with some only being 30%…
More than £100bn needed to tackle drainage issues
…How much? £5 billion over 25 years Action on CSOs: £1.5 billion The company has laid out its intention of having zero serious pollution incidents and a 45% reduction in…
Satisfaction with water companies declines
…jointly commissioned research to understand and monitor people’s views of the water sector across a broad range of measures. A survey of c.2,400 people revealed a drop in both satisfaction…
Shake up ahead for utilities payments
Industry research suggests many utilities are on the brink of broadening their payment options in a bid to improve customer satisfaction and stem bad debt. Vincent Belloc, vice President &…
Nuclear demolition workers ‘overwhelmingly’ back strike action
Hundreds of workers at Scotland’s largest nuclear clean-up and demolition project have “overwhelmingly” backed strike action over a pay dispute, Unite has confirmed. The union said its 460-strong membership employed…
Three-quarters of Brits cut water use in July
…said they cut back the amount of water used made changes in the bathroom and kitchen, while fewer reported garden actions. Just 28% said they took no actions to cut…
10 ways to supercharge employee engagement and customer service
…customer service director said running a smart meter campaign from the same country was a mistake. “People in Cape Town do not view water meters as beneficial for bill identification…