Friday 05 October 2018
Our quarterly energy star rating – which ranks energy companies on the quality of their customer service – continues to get picked up by national media.
Elsewhere, our energy team’s victory in the Campaign of the Year category at the Charity Times Awards – for its work on energy networks – was announced.
Smaller and newer energy companies are worst for customer service
Mail Online, 04/10/2018, Angelique Ruzicka
The energy star rating story was picked up by the Mail Online, which revealed Toto Energy was the worst performing firm for customer service, scoring just 1.45 out of 5.
Gillian Guy said: “Too many customers are being let down by firms which aren’t ready or capable of providing a decent level of service. These aren’t small problems.”
Smaller and newer energy companies worst for customer service – Citizens Advice
Our star rating is also covered on the ITV news website. The piece includes examples of poor service including our figure that TOTO Energy’s customers spent an average of 23 minutes on hold. Gillian Guy said that these problems “can cost customers money and make people’s lives a misery.”
How workplace sexual harassment is linked to women’s physical health
Stylist Magazine, 04/10/2018, Moya Crockett
Our advice on what to do if you are being sexually harassed at work was featured in an article on Stylist magazine.
The article reported on research that showed a link between women being sexually harassed at work and physical health problems.
Our four-point advice says you should first tell your manager in writing then the HR team or trade union. Keep a diary record of your harassment and, if you think you’ve been the victim of a crime, call the police.
DWP calls in Citizens Advice to aid rollout of Universal Credit to claimants
Independent, 01/10/2018, Ashley Cowburn
The Independent reports on the government’s announcement of £39m in funding for Citizens Advice to provide help to Universal Credit claimants, which references our warnings last year that the benefit was pushing people further into debt. Gillian Guy said that we “welcome the opportunity to provide even more people with the help they need with Universal Credit, and deliver consistent service through the Citizens Advice network.”
McVey hands £39m to Citizens Advice to help Universal Credit claimants
Daily Mail, 02/10/2018, John Steve, p3
The Mail also covers the funding announcement from Esther McVey. GIllian Guy is quoted in the piece saying: “Delivering this service will give us even greater insight into the Universal Credit system. We’ll continue to share our evidence with the Government to help make sure Universal Credit works for everyone.”
Companies targeted for using big data to exploit customers
Financial Times, 0/10/2018, George Parker, p1
Our research is mentioned in the FT this morning as Greg Clarke, the Business Secretary, warns of companies using big data to rip off customers. The minister cited our research, which found that people are overpaying by £4bn a year because of their loyalty, as an example of bad practice.
In other news
Theresa May’s claim of the “end of austerity” has been criticised as “lacking credibility”.
Amazon has announced it will raise wages of its employees to the Living Wage in November.
Low-cost airline Primera Air has collapsed leaving passengers stranded.