Blog
From Power Providers to Tech Partners: How energy companies are evolving
In a market where returns from energy supply are low and technology-enabled solutions are more dynamic, the opportunity for energy suppliers to move from commodity traders to technology partners has never been clearer.
Smart rollout targets are still achievable, but only with a shift in focus
As of March 2025, date from the Department for Energy Security and Net Zero (DESNZ) shows 39m smart and advanced meters have been installed across Great Britain, covering around 67% of ‘all meters’ (domestic and non domestic – 68% for domestic alone). Encouraging on the surface, but when you delve into the detail, it’s clear the rollout is at risk of falling just short of its target.
Are hidden sales gaps undermining your B2B energy profits?
From our experience working closely with B2B energy teams, we've identified four challenge areas that consistently hold back margin, and where targeted action can deliver measurable impact. In one case, this approach helped uncover an additional ~£16m in potential gross margin in just one year.
Build Leaders, Boost KPIs: A smarter way to improve field performance
From metering projects to asset upgrades and system migrations, field force leaders face growing complexity. Yet performance expectations continue to rise - from tighter SLAs to higher first-time fix rates and better CSAT. In this environment, process and system changes only go so far. To drive consistent, sustainable improvements in KPIs like on-time appointments, first-time resolution, and customer satisfaction, the most critical lever is leadership.
RIIO-ED3: Gearing up for the next electricity distribution price control period
RIIO-ED3 is the third round of Ofgem's performance-based price control framework, covering the 2028-2033 period. It comes at a pivotal time, as the UK pushes forward on its path to Net Zero by 2050 and targets the Government’s Clean Power 2030 ambition.
Using accountability and incentives to manage agents effectively
In part three of our Driving Agent Outcomes series, we look at what it takes to build a culture of ownership – from setting clearer expectations to using performance insight in a way that builds confidence. We share practical ways to embed higher standards and stronger accountability at scale.
Using data driven insight to enhance customer interactions
A lot of contact centres have the data, but not the leadership capability to turn it into action. In part two of our Driving Agent Outcomes series, we explore how simple, repeatable routines can help leaders use insight to drive behavioural change.
Leadership in Energy and Utilities: Deliver true competitive advantage through your people
Our Energy Networks lead, Mark Hewett, draws on his experience to share valuable leadership insights and outlines BFY’s approach to unlocking competitive advantage through people, aligning organisational culture, and driving operational performance.
Cost of energy complaints could increase by £200m under new proposals
New government proposals to reform the energy complaints process could make it fairer and faster for customers. But without action, suppliers could also see costs rise by ~£200m. In this article, we explore how these changes could impact your bottom line, and share practical steps to stay ahead.
Transforming debt collection performance with frontline excellence
With customer debt at an all-time high and pressure on contact centres rising, upskilling agents for complex conversations is crucial to drive better outcomes, for your business and customers. In the first article of our four-part series, we share proven insights from our people transformation offering, helping one supplier to unlock £1m in cash within three months.
Ofgem Tightens Expectations on Customer Contact Ease – What Next?
From 1st August, Ofgem’s updated guidance will hold suppliers accountable for how easily customers can contact them. This blog outlines what's needed to stay compliant and improve accessibility.
Energy debt reaches £4.15bn, an increase of £0.84bn in 12 months
Domestic energy debt has reached a new high of £4.15bn in Q1 2025, an increase of £0.84bn compared to Q1 last year. This marks the tenth consecutive quarter of rising domestic debt, growing by ~£300m in the last quarter alone.
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