Vulnerable customers

Energy service

Ofgem complaints warning is an opportunity to reduce cost to serve

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Blog ofgem challenges businesses to do more for vulnerable customers
Vulnerable customers

Ofgem challenges businesses to do more for vulnerable customers

Complaints outlook

Complaints Outlook 2019 – A video round-up from the launch event

Emotional intelligence in complaints

‘Emotional Intelligence’ and why it’s vital for your complaints team

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White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176

The real consequences of poor complaints handling

2025 Insight 308 176
Vulnerable customers

Regulatory Update: Consumer Vulnerability Strategy 2025

Vulnerable customers

Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

Quiet ones Insight 308 176

The quiet ones – Reaching out to non-complainants

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

Vulnerable 308 176

Customer support should be targeted at the most vulnerable customer groups

Standing still 308 176

A penalty for loyalty? – Reactions to the citizens advice super-complaint

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Compliance monitoring

Regulatory response: Energy UK Call For Evidence

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Vulnerable customers

‘Consumer Vulnerability’ - What will 2018 bring?

Vulnerable customers advice 308 176
Vulnerable customers

White paper: Vulnerable Customers (2nd edition)

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Vulnerable customers

Regulatory update: Occasional Paper 31 - Ageing Population and Financial Services

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Vulnerable customers

The commercial benefits of treating customers fairly within the utilities sector

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Customer Servicing

Customer outcomes are just as important as satisfaction in the utilities market

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Vulnerable customers

White Paper: Customers in vulnerable circumstances

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The Complaints Outlook 2021

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