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Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Utilities operational resilience
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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

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Complaints

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

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

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Complaints

White Paper: Complaints Outlook 2019

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The real consequences of poor complaints handling

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Regulatory Update: Consumer Vulnerability Strategy 2025

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Vulnerable customers

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

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The quiet ones – Reaching out to non-complainants

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Vulnerable customers – Wins in 2018 and goals for 2019

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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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White paper: Vulnerable Customers (2nd edition)

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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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