BFY Group

Another quarter, another increase in the energy industry debt position. We're up £55m, a smaller rise than we may have expected on last quarter, but this is £660m higher than 12 months ago. We will release the full analysis in due course. On 22 January, a panel of senior industry leaders will discuss the root causes of today’s debt landscape, how much sits within suppliers’ control, and where regulatory or government intervention is needed. We’ll also examine how the sector can build a more sustainable, prevention-focused approach to debt management and collection. Our last webinar saw more than 250 industry colleagues join us. For this upcoming session, we’re pleased to have Rachel Littlewood (BFY Group) and Stefan Guy (E.ON Next) on the panel so far, with more senior leaders being added next week. 👉 Secure your place here: https://bit.ly/3Ku31sQ BFY Group Ofgem #energy #debt

With energy debt at record levels and Ofgem’s interventions likely to only scratch the surface, our upcoming webinar will explore what the sector can collectively do to drive accountability and meaningful progress. On 22 January, a panel of senior industry leaders will discuss the root causes of today’s debt landscape, how much sits within suppliers’ control, and where regulatory or government intervention is needed. We’ll also examine how the sector can build a more sustainable, prevention-focused approach to debt management and collection. Our last webinar saw more than 250 industry colleagues join us. For this upcoming session, we’re pleased to have Rachel Littlewood (BFY Group) and Stefan Guy (E.ON Next) on the panel so far, with more senior leaders being added next week. 👉 Secure your place here: https://bit.ly/3Ku31sQ If you’re unable to attend live, register anyway and we’ll share the full recording afterward. #EnergyDebt #Energy #Utilities

If aborted metering jobs are increasing, process change alone won’t solve it. Real improvement usually comes from the people leading your field teams every day. When frontline leaders have the right skills, tools, and confidence, the impact is clear: ⬆️ More jobs completed first time ⬆️ More appointments attended ⬆️ Higher customer satisfaction KPI issues are often treated as operational problems, but the real gap is usually leadership capability. Strong field leaders set clear expectations, hold consistent standards, and build accountability across teams and partners. Our recent article explores practical ways to assess and develop field leaders, and how to build a ‘one team’ culture across blended workforces. Read more: https://bit.ly/4oukBfh #Leadership #FieldPerformance #Metering #Utilities #Energy

Through Billing Excellence, we recently helped a supplier prevent £25m in unbilled revenue and reduce operating costs by £12m, lifting them into top-quartile billing performance. With Ofgem unveiling plans for an overhaul of customer service standards, and uncertainty still looming over potential back bill changes, strengthening billing capability is a key area where suppliers can get ahead of increased scrutiny. In our article below, we outline practical ways to assess your current approach, with proactive actions to boost performance, protect margins, and strengthen customer confidence. If you’d like to understand where the opportunities lie in your organisation, drop me a message. Read the full article here: https://bit.ly/49ihUZc #BillingExcellence #Utilities #Energy #ConsumerConfidence

In today's B2B energy market, service excellence is one of the few differentiators that customers genuinely notice and value. Some suppliers are already gaining significant market share based on service excellence alone, without having to resort to heavy price discounts. In our latest article, we share our experience with B2B suppliers in a new series on Service Excellence in B2B Energy, starting with what it takes to truly empower your teams and the results that follow when you do. 👇 Read the full article here: https://bit.ly/4h0ncKM If you're interested in the opportunities to further strengthen service, drop me a message. #Energy #Utilities #B2B #CustomerService #Leadership #Retention

Ofgem’s ambition to make energy the UK’s leading sector for customer service sets a high bar, and a clear challenge, for suppliers. The organisations that come out ahead will be those investing early in the capabilities that truly put customers at the centre. We’ve previously explored what this shift really demands of the industry. It’s clear that the path to five-star service relies on more than meeting today’s expectations, requiring a rethink of how customers are supported, engaged, and understood. Key themes from our article below: 1️⃣ Integrated, real-time support should become the norm 2️⃣ Personalisation is no longer optional 3️⃣ Feedback loops need to drive continuous improvement 4️⃣ AI should enable proactive, not reactive, service 5️⃣ Culture and leadership make the difference If you’re looking to build a customer-centric approach that meets Ofgem’s expectations and creates commercial value, the full article is worth a read. Full article: https://bit.ly/4hrPg9G #Energy #Utilities #ConsumerConfidence