Utility Week

UTILITY WEEK | 22ND - 28TH MARCH 2019 | 29 Customers Four other DNOs, UK Power Networks (UKPN), Scottish Power Energy Networks (SPEN), Northern Powergrid and SSEN, all say they are setting up CEGs. A UKPN spokesperson says: "We're in the process of setting up a customer engagement group this year and are currently evaluating the range of skills and expertise our CEG will require to make sure it provides a strong, effective and valuable way of challenging us, as we work to develop a comprehensive plan that delivers for our customers in RIIO2." Meanwhile, SPEN says the company is "currently in the recruiting phase" for the distribution CEG chair. A spokesperson adds: "We are engaging with Ofgem and our chief executive to refine our shortlist of candidates ahead of holding any formal interviews." Outside the industry, groups such as Citizens Advice and the Energy Ombudsman welcome the move to bring CEGs into the DNO sector. Matthew Vickers, chief executive at the Energy Ombudsman, says: "DNOs are doing some great work on customer focus at the moment and this Ofgem initiative will help to amplify the voice of the consumer. It's important that we think of energy as a sys- tem with the consumer at its heart. "Whether we're talking about suppliers, networks, price comparisons websites or indeed ourselves as the ombudsman, we're all part of a system that needs to be designed around trust and confidence in our ability to meet the needs of consumers." Similarly, Gillian Guy, chief executive of Citizens Advice, says she believes Ofgem is right to introduce them for energy network companies because the groups have worked well in other sectors. "Customer engagement groups have worked well in the water indus- try for the past seven years. It's right that Ofgem is introducing them for the energy network companies. "Forums like this should give households and small businesses a louder voice in shap- ing the way the industry is run. But they are not an end in themselves. They need to deliver benefits to consumers by ensuring their needs are at the heart of multi-million pound decisions about the future of our energy networks. It is the customer's money they are spending a—er all." With experienced and enthusiastic chairs at their helm, CEGs are undoubtedly a force for good in the energy sector. Their inde- pendence should ensure they act as a plat- form for open and honest discussion about company plans for RIIO2. The industry will certainly be keeping a watchful eye when the groups eventually publish their findings. Quote unquote "I would like this to be disruptive. I have chaired a couple of groups in the past, I watched chairs and how they operate and sometimes we don't have the difficult conversations. I want to be very honest with WPD." Duncan McCombie, WPD's CEG chair It is "too soon" to say what the biggest issues are that are affecting energy customers at the moment. "It is important that we don't come with any preconceived ideas about what the key issues are." Jeff Halliwell, ENW's CEG chair "We're all part of a system that needs to be designed around trust and confidence in our ability to meet the needs of consumers." Matthew Vickers, chief executive, Energy Ombudsman "Customer Engagement Groups have worked well in the water industry for the past seven years. It's right that Ofgem is introducing them for the energy network companies." Gillian Guy, chief executive, Citizens Advice

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