Blog
Domestic energy suppliers faced £1.5bn cash coverage deficit in Q4-24
Our latest analysis indicates that domestic suppliers faced a £1.5bn cash coverage deficit at the end of Q4-24. This marks the fourth consecutive quarter in which suppliers have had to finance a shortfall in net balances - a clear departure from historical trends and a stark indication of the ongoing challenges in maintaining capital adequacy.
Why aren't complaints falling faster - even with record-high satisfaction?
Ofgem’s latest data shows a drop in complaints - but the improvement is largely down to one supplier. Across the industry, managing complaints remains a challenge, even as customer satisfaction reached an all-time high earlier this year. With annual complaints costs averaging £5m-£9m, what can suppliers do next?
Energy debt hits £3.85bn, but growth slows to lowest rate since 2022
Domestic energy debt hit a record £3.85bn in Q4 2024, rising by £0.75bn over the past year. Although a seasonal increase from Q3 to Q4 is expected due to winter consumption, the latest rise of £30m was the smallest quarterly jump since 2022, indicating a potential shift in the crisis.
How to solve a problem like fuel poverty
Following the launch of our fuel poverty report in Parliament earlier this month, David Watson explored our key findings in a recent article with Utility Week.
Is it time to change your CRM system?
For Utilities still operating on legacy customer management systems, now may be the right time to replatform. Customer expectations for seamless digital experiences are increasing, regulatory pressures continue to evolve, and managing complex data effectively has never been more critical.
What’s next for M&A in the Energy Transition?
Drawing from our recent advisory work on M&A opportunities in the energy transition, we’ve outlined key insights into the top investment opportunities and risks. As we enter a new financial year for many, we also highlight five strategic actions investors can take to maximise returns and unlock the full potential of the energy transition.
Households spent £110m more on bills this winter, despite lower Price Caps
Households spent £110m more on their energy bills this winter, despite lower Price Caps. Analysis from John de Bono shows that while energy Price Caps were ~10% lower, many households still saw higher heating costs due to colder weather and cuts to government support.
MHHS presents major opportunity to reshape customer energy engagement
As suppliers remain focused on delivering the biggest industry transformation since privatisation, there is a risk that the customer perspective may not receive the attention it deserves. Market-Wide Half-Hourly Settlement (MHHS) will reshape every part of the supplier value chain - but what does that mean for customers?
Video: What can you achieve with Leadership Excellence?
Immersive coaching has delivered transformational benefits at scale for our clients. In the video below, our team share their reflections on the impact of our Leadership Excellence programme, including the ‘secret sauce’ that has empowered operational leaders to unlock their true potential.
AI-Powered Leadership: Turning Insights into Customer-Centric Action
The utilities sector ranked lowest in the latest UK Customer Satisfaction Index (UKCSI), reinforcing the urgent need for sustained improvement. Many companies are turning to AI to bridge this gap - but with the risk of dehumanising interactions, how can leaders ensure a more balanced approach?
Kev Brown awarded Transformational Leader of the Year
We’re incredibly proud to share that Kev Brown has been named Transformational Leader of the Year at the East Midlands Leadership Awards 2025, hosted by TheBusinessDesk.
Celebrating International Women’s Day at BFY
At BFY, diversity and inclusion are central to our Great Place To Work culture, also being proud sponsors of the Women’s Utilities Network. This International Women’s Day, we’re celebrating the women in our team who help to deliver exceptional results for our clients, across Energy & Utilities and Deals.
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