Blog
New smart GSOP rules will cost suppliers over £100m per year
Smart meter performance has always mattered, but from early 2026, it will matter in an entirely different way. The introduction of new Guaranteed Standards of Performance rules for smart meters will turn what were previously frustrating customer experiences into immediate, automatic financial liabilities.
Reverse migration is a threat to customer experience and MHHS success
The first tranche of suppliers entering Market-Wide Half-Hourly Settlement (MHHS) go-live represents a significant milestone. This blog focuses on why reverse migrations carry real operational and customer-experience risks, what early adopters are already seeing, and what suppliers can do now to reduce disruption.
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.
Budget 2025: What it means for energy and utilities
The Budget delivers a £150 reduction in household energy bills from April 2026 through temporary Exchequer funding of the Renewables Obligation (RO) and the end of the Energy Company Obligation (ECO). The RO relief is temporary however, and expected increases in other non-commodity costs will continue to pressure bills in the medium term. Today’s announcement should therefore be seen as short-term relief.
Get out of wrap: Leadership for the contact centre of today and tomorrow
Contact centres are evolving fast, but has leadership capability kept pace? This article explores how AI-driven insight and structured leadership development help close critical gaps, strengthen performance and build confident, future-ready leaders for today’s contact centre landscape.
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.
How great service drives commercial success in B2B energy
In B2B energy, great service builds trust and removes friction, allowing customers to focus on their business instead of their supplier. Building on the insights from earlier articles in this series, this third part looks at how leading suppliers use service as a strategic lever to unlock tangible commercial benefits.
MHHS Webinar Recap: Can 100% settlement be achieved at four months?
As MHHS migration begins, the focus is shifting from planning to daily operational delivery. In our recent webinar, the panel discussed what this means in practice, including smart performance, data quality and operating model changes. Key takeaways are summarised here.
How integrated offshore teams can drive service excellence in B2B energy
Delivering consistent service quality at scale in B2B energy takes more than strong frontline capability. In this second article on Service Excellence, we look at the role of integrated offshore teams and how effective management can drive consistency, customer satisfaction, and commercial outcomes.
Why data quality will define your MHHS settlement success
As Market-wide Half-Hourly Settlement (MHHS) reshapes the UK energy market, data quality will determine whether suppliers achieve 100% settlement at four months. Strong meter data, proactive exception management, and effective processes are essential to minimising settlement risk and unlocking long-term efficiency.
Delivering exceptional customer service in today's B2B energy market
In today’s B2B energy market, exceptional service is a key differentiator. This article explores how empowering frontline agents with the right tools, authority, and coaching can improve customer experiences, reduce complaints, and deliver measurable business results.
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