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Price Cap at £1,738 – stable bills, but customer support remains critical

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Energy Policy and Regulation
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Energy Operational Turnaround

Keeping revenue leakage below 1% to stay competitive, and save ~£100m

Keeping revenue leakage below 1% is no longer just a benchmark for top performers, it’s essential for staying competitive. In this article, we explore what sets high performers apart, showing how the right mix of insight, controls and operational execution can mitigate high-value losses, and deliver significant performance gains. At BFY, we’ve worked with leading suppliers on solving their revenue leakage problems, leading to savings of over £100m per year in some cases.

Customer Debt Operational Turnaround Energy

Tailoring service for prepay is more critical than ever this winter

Demand from prepayment customers is expected to rise by 50% in winter, and with affordability challenges at unprecedented levels, bespoke service is needed more than ever. We look at what's needed to address the immediate impact here, laying the foundations for a sustainable, long-term approach. 

Broken umbrella blown over onto the sand on a beach.
Customer Debt Energy

Energy bills to rise ~£800m after Winter Fuel Payment cut

Analysis from BFY Group shows the ~10m customers losing their Winter Fuel Payment will pay an additional ~£800m in energy bills this winter vs last.

MHHS Transformation Energy

Creating a winning business readiness plan for MHHS

Ofgem’s deadline for Market-wide Half Hourly Settlement (MHHS) implementation is expected to be pushed back again, from December 2026 to May 2027. Given this is the most fundamental change to the electricity market since privatisation, the revised implementation timeline provides suppliers with a new opportunity to nail their readiness plan.

Transformation Customer Service Energy

Building a customer-centric leadership culture to transform service

The Energy and Utilities sector is evolving significantly - many are delivering system migrations, large scale restructures, and experiencing rapid growth. Universal in the success of navigating this, is the ability for operational leaders to translate these strategic changes, and land them successfully with those people closest to the customer.

Transformation

E.ON Next wins award for leadership development programme with BFY

We're proud to share that E.ON Next were winners at the Northern Contact Centre Forum Awards, receiving recognition for their leadership development programme, in partnership with BFY Group.

Energy Strategy and Commercial

Domestic customer switching jumps to highest level since energy crisis

290k domestic customers switched energy supplier in September - the most since before the energy crisis.

MHHS Energy Strategy and Commercial

Dynamic tariffs saved £150 on electricity for typical customers in last 12 months

‘Typical’ customers would have saved £150 in the last 12 months on a dynamic time-of-use electricity tariff – but will need to be able to shift their consumption to achieve the same in 2025.

Customer Service Transformation Energy

Realising Ofgem's vision for a leading customer-centric Energy sector

Ofgem's customer service ambition makes it clear that today's service standards aren't deemed acceptable, with rising bills and record debt levels only amplifying these calls for change. It represents a new opportunity for suppliers to build a leading culture for customer-centricity, as we show here. 

Customer Service Operational Turnaround Energy

Closing the gap between complaint volumes and service ratings to save £m’s

There's generally little correlation between customer service ratings and complaint volumes for energy suppliers. A good Trustpilot score doesn't typically mean less complaints, but as we show here, suppliers can save £m's by closing this gap.

Customer Debt Energy

Typical DD customers are ~1.7x monthly payments in credit

As we head into winter, typical Direct Debit (DD) customers are in credit by ~1.7x their monthly payment. With c.70% domestic energy customers choosing to pay by DD, payment adequacy is critical for supplier health. 

Customer Debt Energy

Domestic energy suppliers faced £1.6 billon cash coverage deficit in June 2024

By combining Ofgem's latest data on customer credit with their recent market debt figures, BFY Group analysis shows domestic suppliers faced a £1.6bn shortfall to the target cash reserve in June 2024 - an increase of £1.4bn from 12 months before.

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Kelly Payne, Director at BFY Group. Jonathan Paton, Senior Manager at BFY Group. Jon Vincent, Senior Manager at BFY Group.

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