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Report: Ending Water Poverty by 2030 - Are current social tariffs working?

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Energy Networks Transformation

Leadership in Energy and Utilities: Deliver true competitive advantage through your people

Our Energy Networks lead, Mark Hewett, draws on his experience to share valuable leadership insights and outlines BFY’s approach to unlocking competitive advantage through people, aligning organisational culture, and driving operational performance.

Customer Service Energy

Cost of energy complaints could increase by £200m under new proposals

New government proposals to reform the energy complaints process could make it fairer and faster for customers. But without action, suppliers could also see costs rise by ~£200m. In this article, we explore how these changes could impact your bottom line, and share practical steps to stay ahead.

Transformation Customer Service Customer Debt Energy

Transforming debt collection performance with frontline excellence

With customer debt at an all-time high and pressure on contact centres rising, upskilling agents for complex conversations is crucial to drive better outcomes, for your business and customers. In the first article of our four-part series, we share proven insights from our people transformation offering, helping one supplier to unlock £1m in cash within three months.

Energy Customer Service

Ofgem Tightens Expectations on Customer Contact Ease – What Next?

From 1st August, Ofgem’s updated guidance will hold suppliers accountable for how easily customers can contact them. This blog outlines what's needed to stay compliant and improve accessibility.

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

Energy debt reaches £4.15bn, an increase of £0.84bn in 12 months

Domestic energy debt has reached a new high of £4.15bn in Q1 2025, an increase of £0.84bn compared to Q1 last year. This marks the tenth consecutive quarter of rising domestic debt, growing by ~£300m in the last quarter alone.

Pair of wellington boots left in a puddle.
Customer Debt Energy

Rethinking Fuel Poverty: Targeted Support, Tangible Impact

In March, we published a report with So Energy to better understand the true scale of fuel poverty in Great Britain, and what it’d take to meaningfully reduce it. In this article, we revisit the core insights from that report, look at what’s changed since, and explore what energy suppliers can do now to improve how they identify, engage and support customers who are struggling.

Energy Transformation Customer Service

Don't Wait for Tech to Transform - Start with Your Leaders

The utilities landscape is increasingly volatile. Regulatory shifts, customer churn rates hitting record highs, and the relentless march of digitalisation are reshaping how we compete. Add AI disruption to the mix, and it's clear that yesterday's leadership development toolkits simply won't suffice.

Customer Debt Energy

£3.85bn of reasons to address fuel poverty - and how

Fuel poverty is a bigger problem than ever before. Over 20% of households are affected, according to our research with So Energy. Historically high energy prices, inflation, distrust and wider financial challenges are confounding the issue. At a recent roundtable, we sat down with energy suppliers, consultants and debt charities to discuss the issue and potential solutions.

Energy Policy and Regulation Energy Transition

Spending Review: What £40bn green investment means for the energy sector

Chancellor Rachel Reeves has set out the government’s spending plans through to the next election. Despite early doubts, energy emerged as one of the biggest winners. See what it means for the sector here. 

Transformation Customer Service

The moments your customers never forget – And why Utilities must design them

With Utilities still trailing other sectors on satisfaction, pressure to raise service standards is growing. Customer experience is a key differentiator - but real loyalty isn’t built through process alone, it’s shaped by the moments customers remember. In this article, we share a four-phase approach to embedding customer-centric culture, plus a practical method to help you design and deliver impactful CX moments across the customer journey.

Energy Policy and Regulation Strategy and Commercial

July Price Cap to fall by £129 to £1,720 – relief for customers on default tariffs

Ofgem have announced the first reduction in the Price Cap in a year, falling by £129 (7%) in July to £1,720. While this offers some relief, typical households are set to save just £30 over 12 months, and bills remain 50% above pre-crisis levels.

Energy Customer Debt Operational Turnaround

Are we ignoring a £1.8bn debt problem in business energy?

Energy suppliers and small businesses in the UK are at risk of a hidden crisis. A crisis of up to £1.8bn in unpaid energy bills. This huge debt problem is growing silently and secretly due to gaps in visibility compared to domestic debt. And there are no industry-wide answers — yet.

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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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