Utility Week

10 | 15TH - 21ST FEBRUARY 2019 | UTILITY WEEK A UtilityWeek c ampaign Analysis U tilities provide a vital public service but as Utility Week's New Deal for Utilities campaign has been high- lighting since it launched at the beginning of the year, rightly or wrongly utilities are not always held in high regard by the people they serve. Simply keeping the lights on and the gas and water owing is no longer enough. Water and energy companies need to go beyond delivering a "largely invisible" pub- lic service. For instance, speaking at Utility Week's Water Customer Conference in Birming- ham last month, Claire Forbes, Ofwat's sen- ior director of corporate communications, advised delegates that "customers want to feel they know their water company". She suggested that in future the visibility of companies, relationship building and per- ceived relevance will be "drivers of customer satisfaction". The same is likely for energy companies. Abbie Sampson, director of external a„ airs at Energy UK points out in the column, le‡ , that any discussion on how to build trust in the energy sector comes back to the "impor- tance of customers". But as utilities do silently go about deliv- ering energy and water to the millions of homes and businesses all over the UK, the hard work going on in the background can easily be taken for granted. Flick a switch and the light comes on, turn the tap and water pours out – quite rightly that's what customers expect and most of the time what companies deliver. It's not until people are forced to go without water or heating that they realise how much they depend on it. Highlighting the extreme weather events of last year (the Beast from the East followed by the rapid thaw and the extended heat- Share rewards and shout about it In our latest New Deal for Utilities report, Katey Pigden hears why it is now vital for utilities' legitimacy that people see they are getting a fair deal – and that the industry shows it. continued overleaf JOIN THE DEBATE Follow our campaign online: www. utilityweek.co.uk on our Twitter @Utility Week and on LinkedIn, #NewDealForUtilities. To share your thoughts or for more details, con- tact our acting editor: suzanneheneghan@ fav-house.com A ny discussion on how to rebuild trust in the energy sector quickly – and rightly – comes back to the importance of customers. But as a sector, how much do we look like the customers and the communities we serve? Rarely a day goes by without seeing a press release or statement containing the stated aspiration of "putting customers at the heart" but to under- stand fully rising customer expectations, we must also escape "group think" by embracing a diversity of views and experiences if we are to deliver a truly customer-focused sector. I am pleased to say the energy industry has taken huge strides forward in improving customer service, which is now set to be revolutionised as data and smart services transform the relationship between consumers and their provider. But we are also – rmly focused on improving the diversity of the sector. I chair Energy UK's Equal- ity and Diversity Forum, which holds events and workshops to share best practice across the sector and support our members and other stakeholders, to work towards becoming truly representative and inclusive employers. This week at Energy UK we – lmed over 50 women from across the energy sector from a range of back- grounds, encompassing roles from – eld engineers to policy managers and communications directors to legal experts. By doing so, we hope not only to share their valuable insights and advice but also highlight the increasing number of women already working in the sector. Diversity is not a "nice to do" or merely altruistic. More and more companies are realising that a more diverse workforce brings economic bene– ts in terms of the return on investment but also means they are reaching the widest possible pool of talent if they are to help the sector deliver a smart, low carbon future. But even more than that, better representing the customers and communities we serve will be key if we are to restore trust in our industry. Diversity is key to rebuilding trust Communities Abbie Sampson Director of external aff airs, Energy UK We must better refl ect the communities we serve. "We'd like to see companies dip into their own pocket to ensure more low-income customers get fi nancial support." TONY SMITH, CHIEF EXECUTIVE CCWATER

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