Energy Retail
We’ve benefited from BFY's hands-on approach, rigour and structure in managing the project and the broad range of skills they have contributed to make this work a success. Their deep experience in energy has really added value to us throughout.
Head of Transformation
Large Energy Company
Energy Retail
Leading expertise, direct from the Energy Retail sector
Energy retail is increasingly complex and dynamic. Whether adapting to ongoing changes to the price cap, engaging customers with innovative offerings, or addressing service challenges – the demands on suppliers are as varied as they are significant. Throw in the long-term goals of sustainability and affordability, and the overriding theme of change becomes impossible to ignore.
At BFY, we work with 75% of the UK’s energy retail market, partnering with boards and management teams to tackle their toughest challenges, realise opportunities, and achieve lasting results. We understand the complexities you face, bringing empathy and a commitment to drive transformative change in every project we deliver.
Our deep expertise is what sets us apart. We hire leading talent directly from the energy retail sector, equipping them with the consulting skills they need to be trusted advisors to our clients.
How can we help?
Strategy & Commercial
We provide actionable insights to help you make strategic decisions that drive profit growth and long-term value.
Transformation
We partner with your teams to drive change effectively, delivering the outcomes you need while enhancing customer and employee experiences.
Operations & Service Recovery
When facing service challenges, we help you address root causes to restore performance and improve customer outcomes.
Customer Debt
Enhance your approach to managing debt, building a high performing, risk-focussed collections process.
Leadership & People Excellence
Create a service culture your customers will shout about, with our ILM-accredited programme.
Customer Experience
Build empowered, engaged teams that can resolve issues at first contact, reducing unnecessary costs and ensuring a seamless customer experience.
Energy Retail
Meet the Team
Ian Barker
Managing Partner
Ian shapes the BFY vision and inspires our team to bring it to life, while remaining central to complex client engagements in Strategy, Commercial, and Operations.
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Rachel Littlewood
Director
Rachel leads our operational and financial turnaround engagements, helping to solve complex operational challenges while maximising commercial performance and customer outcomes.
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Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
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Kelly Payne
Director
Kelly helps clients achieve operational excellence to improve customer outcomes, employee engagement, and optimising cost to serve.
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Mark Hewett
Director
Mark leads transformational change for UK energy and utility companies. His mission is to accelerate their journey to Net Zero, delivering on the promise of the energy transition and creating value for their customers, shareholders, and society across the energy value chain.
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Hannah Sword
Director
Hannah leads client engagements, striving to ensure clients gain significant value and benefits and from the work we deliver.
View ProfileEnergy Retail
Our Impact
Strategic analysis identifies ~£103m in opportunities for energy retailer
We delivered strategic analysis for a large energy retailer, identifying up to ~£103m in incremental revenue opportunities, through a comprehensive Market Scan Analysis and Sales Channel Maturity Assessment.
Cash recovery initiatives deliver ~£275m benefit for large Energy supplier
Our debt team supported a large Energy supplier with recovering their cash position, achieving a total benefit of ~£275m through collaborative initiatives.
Large energy supplier avoids ~£7.5m in complaints costs
We supported a large energy supplier with a transformation programme, looking at how they can manage their complaints inflow and address the growing backlog. The programme transformed their complaints capability and resulted in ~£7.5m in cost avoidance.
FT Leading Management Consultants
Exceptional Results in Energy Retail
Receiving five awards from the Financial Times, in their Leading Management Consultants list, is testament to the breadth of brilliant work our team are doing. A big thank you is also due to our fantastic clients for partnering with us to deliver exceptional results. Rachel Littlewood Director
Energy Retail
Our Insights
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.
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.
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.