Utility Week

Customers UTILITY WEEK | 11TH - 17TH JANUARY 2019 | 27 Green energy supplier So Energy has announced a partnership with home assistance and repairs service HomeServe. The partnership will offer the supplier's 85,000 customers boiler cover, with a free boiler service in the first year, as well as electrics cover. HomeServe provides services including plumbing and drain- age, boiler cover and installa- ENERGY So Energy to partner with home assistance and repair service tions and electrics protection. So Energy co-founder Simon Oscro said: "We're always looking for ways we can help our customers manage their home energy needs and we're excited we can now offer these additional services. "HomeServe is the ideal part- ner for us to provide boiler and electrics cover, with the level of service our customers have grown to expect over the years." Steve Ashton, HomeServe's partnerships director, added: "We've built an incredible busi- ness in the UK over the last 25 years through new and exciting collaborations with great partners. "We're delighted to be able to offer these fantastic prod- ucts and services to So Energy customers and look forward This week Ofgem in talks with Outfox the Market Regulator is aware of customer service issues at parent company Foxglove and its associated labels Ofgem has said it is in "active discussion" with Outfox the Market regarding customer ser- vice issues with parent company Foxglove and associated labels. Responding to a comment on Twitter regarding the supplier, the industry regulator said it works with a number of organi- sations, including the Energy Ombudsman and Citizens Advice, to resolve issues. Ofgem said: "We're aware of customer service issues at Foxglove and their associated labels, and are cur- rently in active discussion with the supplier regarding their customer service issues. "We're advising Foxglove customers to register a complaint as this ensures the issue is resolved sooner by those with appropriate powers (eg the Ombudsman Services). "We also work closely with Citizens Advice to ensure your issue is heard and action is taken." The Energy Ombudsman has confirmed it received a peak of 43 complaints regarding the supplier last month. It added it saw an increase in complaints about Outfox over 2018, with common issues including pay- ments, debt and billing. A spokesperson for the Energy Ombudsman said: "We are in regular contact with Foxglove/Outfox the Market. We are keen to work with the company to help it make improvements to the way it handles complaints, so that fewer complaints reach us." Outfox has been under fire recently for changing its direct debit policy so that customers would be charged significantly more in winter than in summer. However, having listened to customer feedback, the company has decided to reintroduce a fixed direct debit policy. Outfox the Market has been contacted for comment. AJ ENERGY Customers 'in the dark' over price cap Most households are "in the dark" about the government's energy price cap, according to energy auto-switching service Weflip. Weflip found many people are completely unaware of the price cap, with nearly a quarter (23 per cent) saying they had never heard of it. Its research revealed 37 per cent said they were aware of the measure but did not understand how it might affect them, while 14 per cent said they had "no idea" how the cap would work. In total, 24 per cent said they knew about the price cap and 5 per cent said they knew how much the cap will save them. Just under one-fih (19 per cent) of people were happy with the amount they currently pay for their energy and 81 per cent were looking to cut their bills. Of those surveyed, 16 per cent said they thought the cap "represented a fair price" for gas and electricity. Sally Jaques, head of energy at Weflip, said: "It's clear from our research that cutting energy bills is going to be a top priority for many households in 2019, with most people looking for savings of almost twice the amount that the new energy price cap is predicted to bring. "It's also clear that most peo- ple are either unaware of the cap or uncertain about how much it will benefit them. "We already know that the level of the cap is set to rise in April, to reflect wholesale price rises over the last six months, and now Centrica plans to apply for a judicial review against the regulator Ofgem, saying it has set the threshold too low. "As a result, customers are likely to be even more confused about the cap and whether or not they are getting a good deal." WATER Business Stream wins Lloyds contract Edinburgh-based water retailer Business Stream has won a new three-year contract to supply water retail services to Lloyds Banking Group. Business Stream has been working in partnership with Lloyds in Scotland since the Scottish non-domestic water market opened in 2008. Under the new agreement, it will serve all of Lloyds Banking Group's sites in England as well. In addition to providing a single consolidated bill covering its sites, Business Stream will provide access to its dedicated account management service, which includes day-to-day support and 24/7 emergency assistance, if required. Business Stream chief executive Jo Dow said: "We are delighted to be building on our partnership with Lloyds Banking Group and pride ourselves on the strong relationship we have built with them over the years." Complaints: customer service issue to giving many of them the peace of mind when it comes to protecting their homes." HomeServe was formed as part of a joint venture with South Staffordshire Water in 1993. It currently has 2.2 million customers and has existing part- nerships with several UK utili- ties including Anglian Water, Southern Water, Scottish Water and South West Water.

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