Blog
Video: Achieve 5-10x ROI with Leadership Excellence
In our latest video, Kev Brown and the team explore how immersive coaching has transformed service culture for our clients, delivering 5-10x ROI. We also explore what our Leadership Excellence programme involves day-to-day, with hands-on coaching from experienced operational leaders, and psychometric testing in our Diagnostic and Design phases.
The Leadership Advantage: How psychometrics drive differentiation for utility providers
Utility providers have real opportunities to differentiate through stronger, human-led service - with operational leadership a key lever. As we explore in this article, psychometric tools can be used to enhance day-to-day leadership, frontline performance, and customer outcomes.
Reclaiming Lost Efficiency: How Utilities can revitalise back office automation
Many suppliers have seen early automation gains fade, but significant opportunities remain. We've explored why automation value drops over time, and how suppliers can reclaim lost efficiency to future-proof operations.
Using customer insights to drive loyalty, efficiency, and growth in Utilities
With many suppliers running similar systems, CX is becoming a key battleground in Utilities. This article explores how turning feedback into action can improve service, reduce costs, and build loyalty.
Heat Network Regulation: The compliance countdown that will define future players
In January 2026, the UK heat network sector faces a huge transformation. As Ofgem takes regulatory control, suppliers face a stark choice: adapt quickly to thrive in a growing market or risk business failure under unprecedented scrutiny. With less than nine months to prepare, the clock is ticking - and many suppliers remain dangerously unprepared.
Domestic heat pump installs have trebled since 2022
Our analysis shows Air Source Heat Pump (ASHP) installations have seen a 3x increase in monthly installs since 2022. After a significant peak and drop when the Renewable Heat Incentive (RHI) scheme closed in 2022, demand has recovered strongly and continued to grow.
Solar installs are up ~400% since the SEG Scheme began
At 15k installs per month, demand for domestic solar has grown by ~418% since 2020 - an annual growth rate of ~60%. The biggest incentive for installing solar panels is currently due to avoided import costs; but attractive SEG export tariffs now offered by suppliers increase the overall economic benefit to consumers.
SMEs hold the key to significant margin growth for energy suppliers
SMEs make up 99.9% of UK businesses and account for a significant share of energy consumption - yet they remain one of the most underserved customer segments. As margins tighten and the Net Zero transition gathers pace, SMEs represent a major commercial and strategic opportunity for suppliers ready to act. So how can you engage them - at the right time, with the right offer?
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.
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