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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Kelly Payne
Director
Kelly helps clients achieve operational excellence to improve customer outcomes, employee engagement, and optimising cost to serve.
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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.
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
Energy debt hits record £3.8bn, as Ofgem propose initiatives to raise standards
Energy debt has reached a new high of £3.8bn as of Q3-24, up £134m from the previous quarter, and £0.9bn over the past year. Alarmingly, £2.9bn (75%) of this debt remains without any repayment arrangement in place, with 2m customers in this bracket. Total debt has almost tripled since 2020, and the volume of customers without repayment arrangements is up 700k (55%) in the same period.
Price Cap at £1,738 – stable bills, but customer support remains critical
Ofgem have today (22 Nov) announced a £21 (1%) increase in the energy Price Cap, rising to £1,738 from January 2025. This increase won’t significantly impact bills, but affordability challenges continue, as Ofgem and the government consider options to address the underlying issues.
Creating a winning business readiness plan for MHHS
Ofgem’s deadline for Market-wide Half Hourly Settlement (MHHS) implementation is expected to be pushed back again, from December 2026 to May 2027. Given this is the most fundamental change to the electricity market since privatisation, the revised implementation timeline provides suppliers with a new opportunity to nail their readiness plan.