Ofwat: Water companies’ executive pay must be linked to customer service

It is part of regulator Ofwat’s proposals to rebuild public trust

Ofwat sets out water reforms proposals to rebuild public trust

Environment Secretary Michael Gove welcomed the proposals and agreed stepping up demands from water companies on transparency around dividends and profits

Water firms ‘must work harder to keep consumer trust’

Water companies must do more to ensure they keep the trust of their customers. Cathryn Ross, Chief Executive at Ofwat said suppliers must address “lingering public concerns”, including the perception that boards are “stuffed full of investors” and water firms are “making every call” in the interests of investors rather than customers. She said: “If […]

Scots trust water firms but not energy suppliers

Scottish consumers trust water companies highly but have little faith in their energy suppliers. In a Which? consumer survey, 68% of people said they trusted water companies, making it the most highly rated industry in the country. On the other hand, energy suppliers only secured the confidence of 36% of customers, meaning it was near the […]

Webinar at 1:30pm: TPIs – transparency and trust

Giles Hankinson, CEO of Utility Aid, Emily Groves, MD of last year’s Most Trusted TELCA winners Indigo Swan and Michael Dent, MD of Inprova Energy join ELN Editor Sumit Bose for a robust chat on broker fees and reputation. Don’t miss it!

Trust still a big issue when it comes to bills

More still needs to be done to improve trust between customers and their experience of energy bills. That was the upshot of yesterday’s debate on the future for energy regulation hosted by Which? During a discussion involving energy suppliers First Utility and SSE, both agreed that more transparency and clearer bills would gain trust amongst […]

Trust in energy suppliers rise, DECC reveals

The energy industry’s attempts to rebuild trust could be working, DECC reveals. Its latest tracker survey of more than 2,100 adults found 67% of them trust energy suppliers to provide a breakdown of the components of their bills – up from 60% in June this year. It also revealed more than half trust power providers […]

Confidence Code ‘stamp’ for energy comparison sites

Energy comparison websites that “make the grade” can now display a Confidence Code ‘badge’ which tells consumers they can trust the sites’ advice. Ofgem proposed making the changes to the voluntary code of practice after its research found more consumers are using comparison sites to shop around for the best energy deals and switch suppliers. […]

Guest Blog: Mark Loveday – Earning customers’ trust and what it takes to be a hero

Despite what you sometimes read in the papers, there’s a lot of dedication in the business energy market. There are good people who are great at their jobs and continually strive to do right by their customers and their colleagues. That comes through loud and clear reading about the candidates for the Unsung Hero award […]

Guest Blog: Mark Loveday – Earning customers’ trust? People make the difference

One of the joys of sponsoring the Unsung Hero award at TELCA 2014 has been reading about the candidates. Against reports of low trust in the UK energy sector, the unsung heroes’ stories are refreshingly positive. They are a catalogue of trust building success stories. It got me thinking: how much can the way we […]