Speaking at the annual conference of Energy UK, Ofgem Chief Executive Jonathan Brearley called for regulators, government, consumer groups and the energy sector to collaborate in an effort to enhance customer care and stabilise energy prices.
Brearley said that while transitioning to clean energy was important, the priorities must also include customer satisfaction. He cited a story of single mother from Glasgow who said to him that she wanted an energy company that cared about her and an end to volatile prices, and said that was in line with Ofgem’s goals as a regulator:
“Overall, when we think about what we are trying to achieve, we need to keep that load start, a company that cares about customers and prices that are far more stable than they are today.”
While customer satisfaction has improved in the energy sector, Brearley said more needed to be done to bring it in line with sectors like retail and banking. While he acknowledged that this was ambitious, he stressed that should be the ultimate goal. He also said that during the transition to clean energy, if the various stakeholders collaborate to solve issues quickly, it will benefit consumers and position the industry well for the future.
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