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April Price Cap rises to £1,849 – tariff changes planned, and billing pressure grows
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MHHS could trigger ~£200m spike in physical meter read costs for suppliers
With just over half of meters operating in smart mode and many suppliers behind on installation targets, physical meter read costs are set to spike when MHHS goes live. The reform will empower customers to reduce bills, by aligning consumption with cheaper, greener energy - but significant progress is needed to ensure these benefits are widely accessible.
Adapting universal service agents for an evolving energy sector
The universal agent model offers huge potential - but with decarbonisation, digitalisation, and decentralisation reshaping the energy sector, making it work is more complex than ever. By upskilling agents, integrating AI, and streamlining processes, companies can future-proof their approach and gain a competitive edge.
Video: Transforming leadership capability with E.ON Next
In this video, Ramona Vlasiu (COO), Chris Shead (Director of Customer Operations), and Stefan Guy (Director of Debt) highlight how E.ON Next's partnership with BFY Group is helping to drive a high performing culture in customer operations.
A day in the life of a Consultant – On-site with a client
What does being a Consultant at BFY actually involve? While we’ve been sharing details about the exciting roles we’re hiring for, you might still be curious about what life as a Consultant looks like on a day-to-day basis. To give you a better idea, Kayleigh Gray offers a firsthand glimpse into a typical day spent on-site with one of our clients below.
Assessing leadership capability to drive excellence in customer operations
Energy and Utilities is undergoing significant change. With system migrations, large-scale restructures, and rapid growth, suppliers face a complex landscape that requires strong leadership to navigate – but how do you measure this strength?
Energy debt hits record £3.8bn, as Ofgem propose initiatives to raise standards
Energy debt has reached a new high of £3.8bn as of Q3-24, up £134m from the previous quarter, and £0.9bn over the past year. Alarmingly, £2.9bn (75%) of this debt remains without any repayment arrangement in place, with 2m customers in this bracket. Total debt has almost tripled since 2020, and the volume of customers without repayment arrangements is up 700k (55%) in the same period.
Suppliers can still hit smart targets, but installation is only half the battle
Q3-24 saw 700k smart meter installs, a ~3% rise, but this pace won’t meet the 74.5% target by Dec-25. Another 5m installs are needed, alongside addressing the 3.7m meters still operating in traditional mode. These persistent issues risk higher service costs and frustrated customers, while competitors are already capitalising on real-time data for personalised tariffs and stronger engagement. Here, we share practical steps to help address this dual challenge.
Keeping revenue leakage below 1% to stay competitive, and save ~£100m
Keeping revenue leakage below 1% is no longer just a benchmark for top performers, it’s essential for staying competitive. In this article, we explore what sets high performers apart, showing how the right mix of insight, controls and operational execution can mitigate high-value losses, and deliver significant performance gains. At BFY, we’ve worked with leading suppliers on solving their revenue leakage problems, leading to savings of over £100m per year in some cases.
Price Cap at £1,738 – stable bills, but customer support remains critical
Ofgem have today (22 Nov) announced a £21 (1%) increase in the energy Price Cap, rising to £1,738 from January 2025. This increase won’t significantly impact bills, but affordability challenges continue, as Ofgem and the government consider options to address the underlying issues.
Tailoring service for prepay is more critical than ever this winter
Demand from prepayment customers is expected to rise by 50% in winter, and with affordability challenges at unprecedented levels, bespoke service is needed more than ever. We look at what's needed to address the immediate impact here, laying the foundations for a sustainable, long-term approach.
Energy bills to rise ~£800m after Winter Fuel Payment cut
Analysis from BFY Group shows the ~10m customers losing their Winter Fuel Payment will pay an additional ~£800m in energy bills this winter vs last.
Creating a winning business readiness plan for MHHS
Ofgem’s deadline for Market-wide Half Hourly Settlement (MHHS) implementation is expected to be pushed back again, from December 2026 to May 2027. Given this is the most fundamental change to the electricity market since privatisation, the revised implementation timeline provides suppliers with a new opportunity to nail their readiness plan.
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