Utilities Articles

Utilities operational resilience
Operational Resilience

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

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Future 2 insight version
Culture

Guest Article: Is your business ready for the future of work?

Managing digital conduct risk blog 308 176
Complaints

Building a ‘smart’ complaints function – The role of technology in complaint handling

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

Ofgem challenges businesses to do more for vulnerable customers

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

Phased approach sca payments world prepared
Payments

A phased approach to implementing SCA – Is the Payments world prepared?

Data driving right performance
Culture

Is your data driving the right performance?

Emotional intelligence in complaints
Complaints

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

Make it easy to be a customer
Customer Servicing

Guest Article: “Make it easy to be a customer” – The key to good customer experience

First point contact complaints resolution
Complaints

“Get it right the first time” – Aiming for 'first point of contact' complaints resolution

Microbusinesses Insight 308 176
General regulation

Microbusinesses and the energy market - The potential impacts of Ofgem's strategic review

PPI 7 weeks Insight 308 176
PPI

The end of the PPI era – Staying on target through the last seven weeks

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Utilities SMCR Insight 308 176
Senior Managers and Certification Regime

Could we soon see an SM&CR for the Utilities sector?

WHERE THE UTILITIES INDUSTRY IS HEADING IN 2019
General regulation

The principles of regulation – Where the utilities industry is heading in 2019

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

Brexit blog no contingency 308 176
Operational Resilience

Contingency planning for Brexit

Water works 308 176
Operational Resilience

Avoid, cope, recover - Keeping the water flowing after extreme weather

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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