Jonathan Brearley, Chief Executive of Ofgem, spoke at Energy UK’s Annual Conference, urging cooperation between government, the energy sector, regulators, and consumer groups to stabilise energy prices and improve customer care.
During his speech, Mr Brearley highlighted the importance of completing the clean energy transition and emphasised that customer satisfaction must be a priority.
Reflecting on a recent conversation with a single mother in Glasgow, he said, “She said, I want an end to these prices that are constantly changing all the time.
“And I want a company that cares about me and cares about my circumstances.”
The boss of Ofgem stressed that this reflects the broader goals of the energy regulator, adding, “Overall, when we think about what we are trying to achieve, we need to keep that load start, a company that cares about customers and prices that are far more stable than they are today.”
Mr Brearley noted that while there has been some progress in customer satisfaction, more work is needed to bring the energy sector in line with other industries.
“When I look at how we look compared to banking or retail… it’s clear there is still a long way to go. But I think we should have that ambition.”
He also discussed the ongoing challenge of transitioning to clean energy, stating, “If we have a government, a sector, a regulator, and consumer groups working hard together to make sure we lift up problems and solve them quickly… we will have done not only a good job for customers, but I believe a great place for the industry to be.”
