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UTILITY WEEK | NOVEMBER 2020 | 3 Contents The Review 6 Impact Analysis 8 CMA's Wacc decision; Boris backs wind; energy retail casualties Diversity 10 Utilities lack basic data on the ethnic make-up of their employees Build back better 12 EVs can drive the green revolution; how hydrogen can decarbonise heat UtilityWeek NOVEMBER 2020 THE BUSINESS OF UTILITIES UTILITYWEEK.CO.UK CMA opens the floodgates Energy regulation reeling from verdict on water sector cost of capital DIVERSITY: Utilities lack basic data on make-up of staff ELECTRICITY: Should smart meters be DNO emergency brakes? BUILD, BACK BETTER: EVs will drive the green recovery ENERGY: Public backs climate action Publishing director, Utilities: Ellen Bennett, t: 01342 332084, e: ellenbennett@fav-house.com; Production editor: Paul Newton, t: 01342 332085, e: paulnewton@ fav-house.com; Business development: Sarah Wood, e: sarahwood@fav-house.com. t: 01342 332117 Business development manager: Helen Smith, e: helensmith@fav-house.com. t: 01342 332109 m: 07733265050 Client success manager: Liz Izard, e: lizizard@fav-house. com. t: 01342 332009 General enquiries: 01342 332000; Membership enquiries: Peter Bissell, t: 01342 332057, e: eterbissell@fav-house.com. Utility Week is published by Faversham House Ltd (registered in England & Wales no. 692570), Windsor Court, Wood Street, East Grinstead, West Sussex RH19 1UZ. Telephone: 01342 332000 Email: utilityweek@fav-house.com Copyright 2020 Faversham House Ltd. No part of this publication may be reproduced by any means without prior written permission from the publisher. Every effort is made to ensure the accuracy of material published in Utility Week. However, Faversham House Ltd is not liable for any inaccuracies. The views expressed by contributors are not necessarily those of the editor or publisher. Any personal data is processed in accordance with the publisher's Privacy Policy at www.favershamhouse.com/privacy. The text and cover paper are manufactured from certified sustainable sources and produced with reduced environmental impacts via a recognised and independently audited management scheme. Any polywrap is kerbside recyclable. © 2020 Faversham House Ltd. ISSN 1356-5532. Utility Week is registered as a newspaper at the Post Office. Printed by Buxton Press Ltd 2,500 Average circulation Jan–Dec 2018 Membership subscriptions: UK £950+VAT per year. Contact Jo Nikiforov on: 01342 332077 Utility Week is a member of the Independent Press Standards Organisation (IPSO), the regulator of the UK's magazine and newspaper industry. We abide by the Editors' Code of Practice and are committed to upholding the highest standards of journalism. If you think we have not met those standards and want to make a complaint, please contact the Editor. If we are unable to resolve your complaint, or if you want more information about IPSO or the Editors' Code, contact IPSO on 0300 123 2220 or visit www.ipso.co.uk. page 10 page 26 page 36 22 32 Customers Talking points 22 Water complaints improve; energy retail failures Expert view 23 Vocalink: payment options to support vulnerable customers Analysis 24 Operations and coping with Covid Interview 26 Philippe Commaret, managing director, EDF Customers Event 28 Customer experience and the legacy of lockdown Comment 30 Dhara Vyas, Citizens Advice Operational Excellence Analysis 32 Smart meters and DNOs Expert view 33 S&C Electric Company: reducing short interruptions Event 36 UWLO: an innovators' forum Analysis 38 Digitalising the gas grid Expert view 39 American Express: the benefits of Open Banking Events calendar 42 page 18 17 Policy & Regulation Talking points 17 Comment from Maxine Frerk; tighter energy efficiency rules Analysis 18 Climate Assembly backs action Analysis 20 The CMA ups the Wacc for water appellants