Water & Wastewater Treatment

Do we s ll believe in compe ve markets in the UK? This is the unwelcome ques on that u lity retailers find themselves forced to ponder in a me of populist, interven onist government. The answer is far from clear. On the one hand, government seems increasingly convinced of the need to intervene to protect consumers from caricatured big businesses and "dysfunc onal" markets which its says are exploi ng vulnerable bill payers. On the other, this April we saw a new compe ve market for water retail blossom, introducing a new world of choice and service for English businesses. Another new arena for compe on may yet follow in the domes c arena. The lack of clarity over the future of compe ve markets – especially for essen al services – in the UK is unse ling for u lity providers who are trying to adapt and innovate in a world of changing technology and customer expecta on. It leads to inconsistent messages from regulators who are torn between government pressure to enforce measures for consumer protec on and their preferred agendas for principles-based regula on. It also makes it difficult for u li es, who want to be flexible in mee ng customer needs, to give staff in customer-facing roles the freedom they need to respond empathe cally to queries and complaints on a case-by-case basis. But despite these pressures and conflicts around the rules of compe on, u lity retailers cannot afford to stand s ll. In the new water market, where margins are ght, commercial success will be made or broken by crea vity in approaches to customer service and experience. Firms will need to ensure the processes for delivering these are slick, efficient, and compliant. And the regulator will be watching to see how service improvements can be replicated in the domes c market too. Likewise, in energy, prices are under close scru ny, but there is also rising expecta on for smart and connected services which will enable demand reduc on and system flexibility. Suppliers must bring new retail business models to life and engage customers in new energy value proposi ons which go far beyond commodity consump on. At U lity Week Live, Customer Solu ons Theatre will gather speakers and delegates to consider these challenges and opportuni es. Experts will shed light on the progress being made with key industry programmes, share examples of best prac ce and let lose opinion on trending topics for industry debate. Editor's column: Jane Gray, deputy editor, U lity Week Customers Solu ons Theatre In association with: 14 | Book your free ckets today www.u lityweeklive.co.uk

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