Blog
How to Tackle the Energy Debt Crisis. Thoughts from BFY, EDF, E.ON Next and Utility Warehouse
Why does energy debt keep rising, and who’s responsible for reducing it? We gathered industry leaders from EDF, E.ON Next and Utility Warehouse in our latest webinar to talk things through. The webinar recording is available but here’s a summary of the frank and insightful discussion.
Rethinking prepayment debt: Insights from Utilita's Chief Customer Contact Officer
In the first of our big discussions with energy industry experts, Director Kevin Scott sat down with Louise Walsh, Chief Customer Contact Officer at Utilita. We addressed the proposed Debt Relief Scheme (DRS), its potential impact on the prepayment market, whether it goes far enough, and Louise shared her ideas about what good customer support looks like for this diverse customer segment.
Podcast: Preparing for the Future of Prepay with Utilita's Louise Walsh
We've launched the first episode in our Expert Interview series, where we sit down with senior leaders from across the utilities sector, starting with Louise Walsh, Chief Customer Contact Officer at Utilita.
Domestic energy suppliers faced a £1.1bn cash coverage deficit in Q3-25
Our latest analysis of Ofgem’s credit balance data indicates that domestic energy suppliers faced a £1.1bn cash coverage deficit at the end of Q3-25. This marks the seventh consecutive quarter in which suppliers have had to finance a shortfall in net balances, indicating the ongoing challenges in maintaining capital adequacy.
Record energy debt of £4.48bn reinforces need for deeper, coordinated action
Domestic energy debt has climbed to £4.48bn in Ofgem’s latest update, a ~£55m rise in the last quarter and ~£660m higher than a year ago. It's clear that more is needed to take control of the problem, with pressure set to grow over winter.
Three steps to improve collections as debt continues to rise
In this second article about reducing debt, we’re building on the short-term actions we shared in part one. We’re also featuring the stories and results from a few of our clients to help you take action, including how we delivered ~£50m benefit in 6 months. Being more proactive with your own debt will help you boost collections, improve systems and protect your organisation from future market changes, reforms and challenges.
How to protect customers and profits as household water debt reaches £2bn
Water debt now exceeds £2bn, while customer satisfaction is at an eight-year low, and regulatory pressure continues. It's making collections increasingly difficult, and placing further strain on bottom-line performance. Over the next two articles, we're looking at what it'll take to address this problem. We'll share practical steps to strengthen debt management, improve segmentation, and deliver hidden value.
How to reduce B2B energy debt today and build future resilience
B2B energy debt continues to rise, now expected to stand at £2bn, putting cashflow and capital adequacy under further strain for suppliers. Over the next two articles, we're looking at what it'll take to address this problem.
Energy debt hits record £4.43bn as doubts grow over interventions
Ofgem's latest figures show domestic energy debt has reached a record £4.43bn, increasing by £0.73bn in the past year, and £0.3bn in the past three months. It's the 11th consecutive quarterly rise, reinforcing the urgent need for targeted support.
Report: Ending Water Poverty by 2030 - Are current social tariffs working?
Our latest analysis suggests 25% of households in England and Wales could be in water poverty, yet support remains fragmented and inconsistent. In our full report, we explore the drivers of affordability pressures and present a considered case for a more consistent and effective national approach.
Using accountability and incentives to manage agents effectively
In part three of our Driving Agent Outcomes series, we look at what it takes to build a culture of ownership – from setting clearer expectations to using performance insight in a way that builds confidence. We share practical ways to embed higher standards and stronger accountability at scale.
Using data driven insight to enhance customer interactions
A lot of contact centres have the data, but not the leadership capability to turn it into action. In part two of our Driving Agent Outcomes series, we explore how simple, repeatable routines can help leaders use insight to drive behavioural change.
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