UTILITY WEEK | 20TH - 26TH APRIL 2018 |
27
Customers
Speakers'
views:
1. The first year of the
English open water
market has, broadly,
been a success.
However, issues
such as poor-quality
data and a lack of
communication
between wholesalers
and retailers need to
be resolved.
2. The market in
England has taken
off faster than in
Scotland, where
customers now
benefit from water
efficiency offerings
and innovations. It
is vital the English
market follows suit.
3. Arguably the
biggest threat to
the success of the
market is inaccurate
or incomplete data.
4. Customer
complaints have
risen at a worrying
rate, with 80 per cent
relating to the three
largest retailers in
the market.
5. The market is
still finding its feet
and must focus on
ironing out issues
that threaten its
success.
Key points
Josh Gill, chief executive, Everflow
"How do you
define success? We
would define it as a
marketplace where
there is genuine
choice for customers,
a safe marketplace
where customers
aren't afraid to switch
or renegotiate, and
one that they can
trust."
Steve Arthur, market performance
director, MOSL
"Customers need
to see the market
as accessible. That
accessibility is going
to be key."
Andrea Mancini, head of
competition, Water Industry
Commission for Scotland
"The irony of a
successful market
is that it requires
all parties to work
collaboratively
together."
Brought to you in
association with
Johanna Dow, chief executive,
Business Stream
"If you look at the
prices that exist in
the market and at
the retail margin,
there is no doubt that
there are elements of
those costs that are
not reflected in the
margins allowed."
Stuart Brand, sector lead water
and central markets, CGI UK
"I think the
opportunities
offered by the digital
revolution are huge,
and they will impact
utility providers
probably more quickly
than any of us."
Water.Retail
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Phil Marshall, deputy chief
executive, Consumer Council for
Water
"Complaints have
gone up quite
significantly more
than we might have
anticipated."
