The voice of the energy industry

Energy UK blogs

Our blogs provide all the latest information and updates on the work we're doing, and news on energy industry issues.

Take Five to Stop Fraud Week

I am delighted that Energy UK is supporting Take Five to Stop Fraud, a national awareness campaign on financial fraud and scams, bringing together the financial sector and the UK Government. Scams are becoming more sophisticated and criminals can catch out even the savviest consumers. By working together with Take Five, energy suppliers can help consumers confidently challenge fraudsters. As an industry the energy suppliers take fraud and crime seriously and want to do what they can to help protect their customers.

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What does good communications look like?

ScottishPower believes in putting the customer at the heart of what we do. We therefore welcomed the opportunity to contribute to Energy UK’s paper on ‘Rules of Engagement: Putting Customers at the Heart of Communications’ published in September 2017, and we are supportive of Ofgem’s vision for relying on principles based regulation rather than prescriptive rules for communications.  We believe this revised approach has the potential to enable significant improvements to customer communications.

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What does good customer communication look like in the energy sector?

What should we be aiming for and what positive changes can come from innovation in communication?

I was fortunate enough to be asked to speak at the Energy UK workshop on Customer Communications last month. My starting point was to look into the future and to try and understand the trends that are shaping customers and their expectations. 

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Getting supplier communications right

Getting supplier communications right is absolutely crucial, as there’s a link between lack of engagement with supplier communications and wider engagement in the market. It’s a topic we’ve explored in detail, publishing a series of research reports with provocative titles like Missing the Mark, From Devotees to the Disengaged and the Lost Decade. Each of these reports highlighted that key communications from suppliers were not meeting the needs of consumers, in the way that was originally intended. 

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