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UCSM Ltd submit summary of issues experenced with Elecrical DNO's during 2019 to Ofgem for consideration into next review period along with request for removal of targets in terms of time to connection and time to quote as these are creating more headaches for Customers than benefits.
England along with most of the world hit by Covid - 19 virus and all non-urgent utility works stopped as the UK face significant emergency crisis.
UCSM Ltd. approach Customer Engagement Group of one Gas Network Operator (who in our opinion needs to make many improvements in terms of Customer service) with a view of assisting with Customer service improvements - we feel their response (or lack of) will define their desire to improve.
Ironically, after our reports over last four months in regard Guaranteed Standards, Ofgem publish a report suggesting all DNO's performed well in this area.
After several months of discussions with a DNO in regard a complex matter relating to charges, the matter was referred to the Energy Ombudsman who after some going back and forth, ruled on side of the DNO. After further discussions with the DNO, the DNO has now conceded the matter and have indicated they believe on balance the view of UCSM was correct. We guess the moral to the story is to be persistant. We are now keen to work with the DNO to help avoid similar situations in the future which should benefit all Customers.
UCSM Ltd. recover largest GSoP compensation for single Guaranteed Standard failure to date of £1685 although it would be fair to say the DNO concerned did not see it our way initially - again!
UCSM Ltd. selected to represent Customers on an Ofgem working group for RIIO-ED2 in relation to Customer Service, Vulnerability and Connections. We have indicated there are still bad performance across the board and discrepancies between different DNO’s.
UCSM Ltd. Stress need for greater focus on Customer Service by DNO's to Ofgem in preparation for RIIO-ED2.
By way of an update - the scheme quoted by a DNO's for £109k back in August has now been revised to just over £24k - less than a quarter of the original quote!
UCSM Ltd. attend first Cadent Gas Customer Advisory Panel in London - an initiative we have been pressing Cadent Gas to take for many years - this should result in service improvements across the whole of Cadent Gas area.
UCSM Ltd. recover largest GSoP compensation for single Guaranteed Standard failure to date of £1105 although it would be fair to say the DNO concerned did not see it our way initially.
UCSM Ltd. take lead in breaking new ground to encourage an existing water company to discharge (via a bulk discharge agreement) into a new entrants water company waste network despite a fair degree of reluctance.
UCSM Ltd. are one of a small number of businesses invited to meet with Cadent Gas with a view to improving Customer service.
Ironically, the same electricity company (DNO) who appeared to overcharge back in June this year appears to have done it again - a proposed charge of £109K for ten new supplies to flats! Upon further investigation, they have allowed for the wrong number of units and the wrong proposed load (a load of 3 times higher than what was asked for) suggesting Customers are right to have low levels of confidence in some utility companies.
Meeting with Cadent Gas to talk specifically about Customer Service, UCSM Ltd again trying to raise bar for Customers.
After much effort, UCSM Ltd. manage to facilitate ground breaking discussions between an established water company and a new entrant so as to provide a combined solution to the benefit of an end Customer.
Just when we thought some electricity companies were improving we had a quote for a single new LV service for over £14k and when challanged, it was reduced to just under £4k - a potential overcharge of £10k on one services! Of course, our Customer only receives the quote we recommend. We wonder how many people would have paid the £14k initial quote....
Meeting with Cadent Gas at City Hall, London and as expected, Customer Services was top of agenda for UCSM Ltd to raise.
UCSM Ltd. recovers over £500 for Guaranteed Standard failures from two seperate DNO's in UK - One was only after extensive representations which only lead to payment at last stage of review. We wonder how many Customers are missing out on such payments and the important lack of incentive on levels of Customer Service to DNO's.
UCSM Ltd meet with Openreach at BT Tower, London to discuss Fibre to Premise roll out.
UCSM Ltd. continues to work with Ofwat on Customer Service issues in various water companies across UK.
UCSM Ltd. active Customer representative on all three "southern" Electrical Distribution Network Operators connections steering panels - Scottish & Southern Energy Networks, UK Power Networks and Western Power Distribution.
The Department for Business, Energy & Industrial Strategy issue consultation on Assessement & Design Fees, UCSM Ltd make strong representations to highlight fact that introduction of these without a corrisponding expectation in improvements in Customer Services is at odds with efforts by Ofgem, we await to see if such a linkage is encouraged or not.
Transpires an issue with Guaranteed Standard compliance by one of the big six suppliers, first raised by UCSM Ltd. in 2014 has resulted in compensation payments in order of £1.1m.
UCSM Ltd. assists Eon on Customer Service issues in their new connections business.
UCSM Ltd. assists National Grid on Customer Service issues in their domestic gas distribution business.
UCSM Ltd. inputs into further development of Distributed Generation market via forums in London and across UK.
UCSM Ltd.develops stronger links to various DNO's as the requirement for better stakeholder engagement takes pace.
UCSM Ltd.takes active role in developments in new connections process at UKPN and SSEPD.
Ofgem announces draft for consultation of new Statutory Instrument (SI). UCSM are pleased to note, one new paragraph in SI brought about directly after discussions between UCSM and Ofgem in relation to poor service received by one of our Customers.
For the second time in as many years, Ofgem have chosen to support the stance of industry against small Customers on minor issues after UCSM made representations to them on the issues. We remain hopeful that this is merely a short term "blip" from the regulator.
UCSM due to have three way conversation with Ofgem and DNO to review interpretation of Electricity regulations where it appears the regulation are interpreted to the detriment of Customers. Ironically, same DNO appears to have policies which continue to be ignored by its own staff.
When considering Speed/tineliness of connection, Price/cost of connection and Customer service and communications; Big Sofa in their report to Ofgem detailed: "Specialist connection consultancies will look at all three factors and are likely to be most active in the market to secure the best deal for their client."
UCSM reviews a single grid connection for a Customers and gets a 86% reduction in the price amounting to over £73k. We also commence discussions with both the ENA and Ofgem about Building Network Operator (BNO) schemes which are causing difficulties for Customers in the London area.
Ofgem confirms, UCSM Ltd. uncovers "gap in the industry procedures". which is being worked on for the benefit of all Customers in UK.
Utility companies reported to be "At rock bottom" in terms of Customer Service according to Which. Many UCSM Customers are seeing this first hand and we continue to make representations to both the Regulator and the Ombudsman on these matters.
UCSM assist Distribution Network Operator to revise policy for wayleaves and easements to streamline process and reduce cost for builders and developers.
After some minor input from Ofgem, Utility Company concedes to arguments put forward by UCSM that they have breached regulations and agrees to an enhanced payment to the Customer.
As the UK Customer Satisfaction Index as issued by the Institute of Customer Service reports utilities continue to be poor in terms of Customer Service, Ofgem annouce investigations into the market nationally and UCSM commence two separate determinations with Ofgen regarding performance of two separate utility companies.
UK Customer Satisfaction Index as issued by the Institute of Customer Service reports "Utilities rank 13th, the lowest of all sectors. Its score is down 1.4 since January 2013".
UK Customer Satisfaction Index as issued by the Institute of Customer Service reports "Utilities have dropped further at the bottom of the pack, and is now at its lowest level since 2010".
UCSM discusses Customer Service issues with Chairman and Senior staff of Centrica.
UCSM makes representations to Ofgem regarding Guaranteed Standards in the energy industry.
Institute of Customer Service announce utility companies remain worst performers in terms of Customer Service and complaint resolution.
Two Distribution Network Operators (DNO's) in UK invite comments from UCSM on their Customer Service performance.
UCSM responds to demand from construction industry to provide simple, clear and accurate feasability studies for potential development sites.
UK Customer Satisfaction Index (UKCSI) issued by the Institute of Customer Service confirmed Utilities to still be the worse performing sector.
Noted on a national website forum, the following comments by anonymous individual when responding the the charges from a DNO: "You should speak to www.ucsm-ltd.co.uk. I've a couple of self-build customers very happy with their service."
DNO (Distribution Network Operator) famous across UK for high levels of Customer Services changes it's stance on Guaranteed Standards following a challenge by Utility Customer Service Management Ltd. - this change should result in benefits to many Customers seeking new connections.
Company makes submissions to Consumer Council for Water about how a Water Company views Guaranteed Standards and gains their support, causing the Water Company to change their approach.
Company makes submissions to Ofgem with view to improved Customer service in industry and extending contestability.
Company takes part in debate with Ofgem on developments with Distributed Generation in the UK.
Company starts discussions between Scottish Power and Western Power Distribution in regard a possible 11kV interconnector to bring about benefits to hundreds of Customers.
Company launches new web site
Company Managing director joins Ofgems MCSG (Metered Connections Steering Group)
Company Managing Director re-elected President of the local Chamber of Trade & Commerce after first year results show an increase in membership of 23% and the transition of a financial loss in the previous 3 years to a healthy surplus as well as raising £1400 for Charity .
Company commences support by way of free service to Gloucester Rowing Club and the construction of their new Club House in Gloucester.
Company presents embedded generation options to Herefordshire farmers.
Company prepares for introduction of new standards for electricity connections being introduced in October.
Company introduces Excellent Customer Service award scheme.
Company Managing Director becomes President of the local Chamber of Trade & Commerce.
UCSM takes part in consultation process with Ofgem with view to revising disputes procedures.
Links established with new Lloyds accredited Independent Connections Provider (ICP).
UCSM takes part in National Customer Service Week.
UK expert in Regulatory affairs (Energy Market) joins team at UCSM.
Company Managing Director becomes member of Institute of Customer service.
Links established with Anaerobic Digester expertise to help develop aspect across UK.
Company Managing Director becomes Vice President of the local Chamber of Trade & Commerce.
Company Managing Director helps The Institution of Engineering and Technology in its registration process.
Company commences load monitoring checks for Customers.
Further submissions made to Ofgem with view to improved Customer service in industry.
Company commences work with Birmingham City Council (largest Local Authority in Europe).
Company enters into agreement with utility consultant so that Customers can benifit from this extended service.
Company commences work in London area.
Company completes work on house featured in "Grand Designs".
Company submits data to Ofgem with view to improved Customer service across industry.
Business hit by problems associated with the Great Gloucestershire Flood.
Formal submission made to Ofgem on development of industry and in particular, Customer service..
Formal link with supplier npower established with view to improved service to Customers.
Feature in national publication "Construction News".
Meeting with Ofgem with view to increased competition in industry.
UCSM commences first charitable donation of service to local community group.
First amount of compensation recovered for a Customer as a result of poor Customer service from a utility company.
Company launch and commencement of trading.
Utility Customer Service Management Ltd.
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