customers

Big Six utility ScottishPower has reported losing about 200,000 customers in the last year. The energy firm said the number of accounts it held fell from 5.3 million to 5.1 million as it faced tougher competition and increased pressure from new entrants to the market. The reduction contributed to its retail supply division’s earnings falling […]

Big Six energy supplier SSE lost 40,000 customers over the past three months as households continued to switch away from larger providers to smaller rivals offering cheaper tariffs. The group suggested the energy market was facing “complex challenges” after its numbers of customers in the UK and Ireland dropped from 7.72 million to 7.68 million over […]

  As many as 13 million households are unaware they could be on the UK’s worst value energy deals. That’s the verdict from customer communication specialist Wiraya, which has claimed of the 66% of UK households estimated to be on the worst value tariffs by Ofgem, just 17% are actually aware of it. In a […]

Nearly a third of the UK public think they should be free to choose if they want a smart meter or not, despite government plans to install one in every home by 2020. That’s the suggestion from customer specialist Echo Managed Services, which shows despite the supposed benefits of bill reduction and increased transparency, less […]

More than 550,000 customers switched electricity suppliers in September, up by 46% on the same month last year. That’s according to the latest data from Energy UK, which shows total switches so far this year now exceed more than four million customers. Energy regulator Ofgem said consumer engagement in the energy market has increased from […]

Ofgem is planning to scrap “prescriptive” rules on how energy suppliers must communicate with their customers. In an open letter to industry stakeholders, the regulator says it plans to reform the rules relating to what, when and how it expects suppliers to communicate with customers. It suggests relying more on principles rather than detailed rules, […]

  Consumers are not engaged in the energy market because of the practises of the Big Six. That’s the view of Ed Kamm, Managing Director at First Utility, who believes the industry has not progressed towards engaging customers since the Competition and Markets Authority (CMA) published its reforms earlier this year. Speaking to ELN at […]

More competition in the water market could be worth billions of pounds. Its financial benefits could be around £2.9 billion in 30 years, according to the Water Services Regulation Authority’s (OFWAT) report requested by the government. That’s because opening England’s residential retail water market up to competition could help customers save £8 per year in their […]

Water and energy companies have joined fores to help customers in vulnerable circumstances. They will provide a more streamlined service for them as well as help consumers find all the support they need from any participating water or energy company. That means customers won’t have to go out of their way to find services such as getting […]

Two of the Big Six firms have been found to be the best in managing customers’ complaints. EDF and SSE have a ratio of less than 50 complaints per 100,000 customers, according to Citizens Advice’s list which analysed 19 suppliers in the country. They are followed by British Gas with an average of 65.3 complaints per 100,000 customers. On […]