Utility Week

Customers UTILITY WEEK | 25TH - 31ST JANUARY 2019 | 23 Last year was a "record" one for switching, with more than 5.8 million customers, one in five, making a change. This represents a six per cent increase on the previous year's record figures, when 5.5 million customers switched. On average, nearly half a million customers switched supplier every month in 2018. In December, nearly half a million ENERGY Energy switching figures hit new record in 2018 customers (464,378) switched, up 10 per cent on December 2017. Nearly 100,000 customers (98,962) switched to small and mid-tier suppliers – 21 per cent of all switches in December. A net 1.7 million customers moved to a small or mid-tier supplier during 2018 – about 30 per cent of all switches. According to the latest research from industry initiative the Energy Switch Guarantee, consumers continue to have confidence in switching. Lawrence Slade, chief execu- tive of Energy UK, said: "It is positive to see such high levels of energy switching – particu- larly when compared to other sectors – with one in five cus- tomers switching supplier. "My hope remains that, with the recent introduction of This week Bristol Water is first to launch social contract Supplier says contract will ensure that board- level decisions focus on wider societal impacts Bristol Water has become the first water company to publish a social contract, through which it aims to help resolve some of the big issues in society. The contract follows more than a year of discussion and countless conversations with people in the West Country. It is part of the company's PR19 business plan – Bristol Water For All – submitted to Ofwat back in September. The company said the social contract will help it con- tinue delivering societal benefits, but also be a way local people can hold it to account for its actions. It goes "way beyond" the basic requirement of com- petitive markets, regulation, legislation and corporate social responsibility. "If local people believe we haven't delivered societal benefits then there are financial con- sequences for us," the company said in a statement. "We believe that is unique to the industry." Bristol Water is the oldest water company in the country. It was founded in 1846 to help resolve the pub- lic health issues of the day. The new social contract will ensure that board-level decisions focus on wider societal impacts. The company has also introduced a framework that allows local com- munities to participate in the big decisions. Bristol Water chief executive Mel Karam said: "We'll be working with our regional leaders to support the regional strategy. We're talking to people in Keynsham, Whitywood, Axbridge and from all over the region to see what we can do in their community. The Social Contract means the people of the West Country can input into what we do, track what we do, and hold us to account for what we do, and how we deliver it." LV ENERGY Eversmart drops pay-up-front tariff Eversmart Energy has dropped its controversial tariff that required customers to pay for a year's worth of energy up front. Following feedback from industry stakeholders, the company has decided temporar- ily to stop offering the Family Saver Club tariff, launched last October. Existing customers will be le on the tariff unless they choose to switch. Eversmart chief executive Barney Cook said the company is working with Ofgem to update the product, but still "whole- heartedly" believes it helps customers better manage their outgoings while rewarding them for their loyalty with low prices. Ofgem said it "routinely monitors" suppliers' compliance with energy market rules. "We typically liaise directly with sup- pliers where there is evidence of potentially widespread or serious problems." The Family Saver Club tariff costs £973 per year for a typical household. Eversmart also gives customers 1 per cent interest on their credit balance each month – about £60 a year on average. ENERGY Big six at bottom of satisfaction survey All big six energy suppliers have finished in the bottom third of the annual Which? satisfaction survey. In total 8,000 people across the UK were surveyed about their provider. Topping the list with a satis- faction rating of 80 per cent was Octopus Energy. British Gas, EDF, Eon, Npower, Scottish Power and SSE all failed to receive an overall customer score higher than 58 per cent, more than 20 percent- age points lower than Octopus. SSE was the highest-ranked big six supplier – and the only one to receive four-star ratings for its customer service online and on the phone. Npower and Scottish Power were joint lowest ranked of the big six and were the only two of the largest suppliers to receive two-star ratings for their com- plaints handling. British Gas, which was ranked 26th, would have been in joint position with Extra Energy – a supplier that ceased trading last year. Which? found fewer than one in five (18 per cent) big six customers are very satisfied with their supplier, compared with a third (33 per cent) of those with medium and small suppliers. Alex Neill, Which? manag- ing director of home products and services, said: "Our survey shows the importance of value for money and good customer service – energy suppliers delivering both to their custom- ers tend to be thriving, while the big six and other poorly-ranked firms are paying the price for not giving customers what they want." Contract is part of Bristol Water's business plan the price cap, we don't see this element of competition under- mined and switching levels fall, as is predicted in Ofgem's impact assessment." Richard Neudegg, head of regulation at Uswitch, said: "More and more households have taken advantage of strong competition to beat energy price rises and save hundreds of pounds by switching.

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