Message from Allan Asher, Chief Executive

Welcome to energywatch. Whether you are visiting our website today for information or advice, to make a complaint or simply to find out more about our work, we hope that you find your visit useful and informative.

energywatch is far more than just a helpline, a website or a complaint-handling body. We are a champion for energy consumers. We engage with consumers across England, Scotland and Wales on a daily basis and we see the devastating impact of some of the problems in the energy market today.

Consumers are being left in the dark without any explanation as to when their supplies will be restored. Consumers are being subjected to pushy, sometimes dishonest selling tactics by sales agents who are determined to switch their supplies. Consumers are being suddenly presented with massive catch-up bills they cannot pay because their companies have inaccurately estimated their previous bills. Consumers living with debt, who already struggle to afford to heat and light their homes, are being threatened with disconnection.

energywatch is addressing these issues and many more. We are working to ensure that consumers are aware of their rights and the responsibilities of their energy companies. We are here to help consumers to develop the confidence and knowledge they need to achieve the outcome they want.

We are also working with the energy industry to make sure that companies identify proper solutions to issues, improve their processes and systems and the level of service they offer to their customers. After all, it doesn’t take much to issue a bill, to arrange a meter reading, to transfer the right customer. It doesn’t take much to answer the phone, to listen, to actually hear what is being said and to act on it.

It doesn’t take much, when things go wrong, to put them right again, quickly, ensuring those affected are kept fully informed. And it really doesn’t cost anything when you are wrong to say you are sorry.

Some companies are getting it right more of the time than others. These are the companies that are investing in systems that actually work, investing in staff that know enough and care enough to help. They are the companies that are trying to solve problems themselves rather than forcing their customers to turn to energywatch.

We hope that our website is contributing towards our aim of improving company performance, by helping consumers to get the best from their energy companies. However, if there is something you feel we could do better, please let us know.

Allan Asher
Chief Executive