Using Good Practice To Improve Consumer Outcomes

In our latest podcast, Associate Director for Training Ed Reed, Analysts Tom Faulkner and Emma Bill come together from different locations to discuss the importance of energy supplier good practice in ensuring compliance and delivering good consumer outcomes.

With Ofgem having moved towards more principles-based regulation, the trio discuss best practice examples from the regulator’s vulnerability reports as well as lessons learned from Ofgem’s compliance and enforcement work. The podcast follows the latest update to the Energy Supplier Compliance Portal which covers proposed and incoming supplier obligations and, from November, also includes new sections on good practice as indicated by the regulator and recommendations from Citizens Advice and others.

Looking at recent compliance engagement by Ofgem, they consider how suppliers can draw on lessons learned to meet the regulator’s expectations in areas such as customer communications, an area of compliance that comes up often.

With winter fast approaching, they also consider new protections for customers self-disconnecting and self-rationing their energy use. They also discuss how COVID-19 has prompted suppliers to offer support above and beyond what is deemed ‘normal’. Examples include identifying and proactively contacting customers facing, or are likely to face, difficulties paying for the energy they need in the coming months.

Our experts focus on three themes:

  1. Good practice doesn’t necessarily require great resource.
  2. Principles-based regulation enables suppliers an opportunity to differentiate themselves .
  3. How, over time, good practice can sometimes become the norm.

Below is a 60-second extract from our full podcast.

To listen to the full podcast, please log in to your account

Alternatively, please sign up for a free account

Related thinking

Commercial and market outlook

Talking to Ofgem about the Future of System Operation

In this podcast Tom Corcut, Deputy Director for wholesale markets in Ofgem joins Emma Burns, Senior Consultant Cornwall Insight to discuss the recommendations that Ofgem made in its publication on the future of system operation in January 2021. Tom and Emma talk about Ofgem’s findings and why it has made...

Energy storage and flexibility

Crystal Balling – future power prices and the impacts of Net Zero

In our latest podcast, Wholesale Manager James Brabben, Head of Modelling Tom Musker and Senior Modeller Tom Edwards discuss our latest views long-term power prices. Part of a series covering our assessments of the future wholesale power market, the trio discuss the latest results from our 'Benchmark power curve' service and...

Energy storage and flexibility

The Impact of COVID-19 on System Balancing

In our latest podcast, Senior Modeller Tom Edwards and Senior Consultant Emma Burns discuss the impact that changing system conditions are driven by the COVID-19 pandemic has had on how the system is balanced. They discuss the new tools that National Grid Electricity System Operator (ESO) has developed, how the market...

Low carbon generation

COVID-19 lessons on the path to net zero 2050

In our latest podcast, Senior Consultant Craig Lowrey and Senior Writer Nick Palmer discuss Craig’s Energy Spectrum piece on the lessons from the current lockdown for the path to net zero. They look at the current low demand-high renewables situation and what we can learn for the future of the...

Low carbon generation

The impact of COVID-19 on financing low-carbon infrastructure

Our latest podcast features Cornwall Insight’s Research Partner, Daniel Atzori, and Key Account Leader, Bertie Bagge. In the podcast, they interview Dan Wells, partner at Foresight, and Gareth Baker, partner at Gowling WLG. The group discuss the likely impact of the COVID-19 crisis on financing low-carbon infrastructure. Our experts look...

Regulation and Policy

The Retail Energy Code: The future of switching and the future of code governance

In this podcast, Cornwall Insight’s Steven Britton, Ken McRae and Robert Buckley discuss what the programme means for the future of switching, as well as how the Retail Energy Code (REC) represents the next step in the development of code governance. Ofgem’s Switching Programme focuses on the future of switching,...