- Independent Customer Engagement Group formed to represent Cadent’s customers
- Group members get a first-hand insight into the company’s operations at its Hinckley site
- Group to ‘hold the company to account for how it spends customers' money and meets the needs of customers and society’
The members of an independent group, who will be making sure Cadent puts customers at the heart of its business, have got their first introduction to the company.
The 12-strong Customer Engagement Group (CEG), chaired by leading customer advocate Zoe McLeod, visited Cadent’s Hinckley Operations Centre in Leicestershire.
The two-day visit was designed to give the Group a thorough grounding in the company’s operations and an understanding of the targets and expectations set for the company by energy consumer watchdog Ofgem. Also where consumer views and challenge by the Group might most make a difference.
Group members met and spoke to staff in Cadent’s customer centre, including those dealing with enquiries and complaints, and met the technicians who keep the gas flowing to the 11 million homes and businesses across the company’s patch.
The Group includes independent experts with backgrounds in fuel poverty and affordability, future of gas and innovation, safety, finance and efficiency, infrastructure and customer service among other areas. It comprises gas users, members from the energy industry, consumer groups and a former Ofgem official.
Representing the interests of Cadent’s customers, the Group's first job will be to put Cadent’s plans for the future under the microscope. The panel will be scrutinising the company’s 2021 business plan, being developed over the next year, to make sure it meets the needs and priorities of gas consumers and their families in a rapidly-changing world.
Chair of the independent Customer Engagement Group Zoe McCleod said “It’s great to get started on this important role. Front of mind for us is how we can best hold the company to account for how it spends customers' money and meets the needs of customers and society both today and in the future."
Richard Court, Head of Regulation and External Affairs, said: “We were delighted to welcome the panel to Hinckley, to show them how our business operates and share the many challenges and opportunities we face.
“As we develop our business plan over the next year we’ve got to balance affordability for the customer, with the reliability and security of gas supplies and reducing carbon emissions. It isn’t easy but we’re fortunate to have a hugely experienced and knowledgeable group of people on the Group.
“Their expertise and insight will enable them to robustly challenge our business plan and ensure that we deliver what our customers need.”
The group is made up of the following members:
- Zoe McLeod (Chair), leading consumer advocate with a background working for Consumer Focus, Citizens Advice, National Energy Action and Friends of the Earth. She is chair of South East Water’s independent consumer challenge group
- Tony Dicicco, 25 years’ experience in the energy industry. Currently works with Energy Systems Catapult, supporting the Smart Systems and Heat programme
- Helen Fleming, Director of Corporate Affairs at the Data and Communications company, with 20 years’ experience in policy-making roles with key government departments
- Mike Foster, Chief Executive of Energy Utilities Alliance
- Simon Griew, independent consultant with more than 30 years’ experience in the energy industry
- John Kolm-Murray, fuel poverty lead at the Greater London Authority
- Dr Kerry Mashford, Director of Interfacing Ltd, engineering consultancy and product development company
- Victoria Pelka, Senior Policy Researcher in the Energy Networks and Systems team for Citizen’s Advice
- Ian Rowson, Chartered Accountant and practising economist with 25 years’ experience in utility regulation. Formerly Associate Partner, RIIO Finance and Investor Relations, for Ofgem
- Martin Silcock, independent consultant specialising in regulation, strategy and utilities. Currently working with water industry regulator, Ofwat
- Leslie Sopp, Chief of Market Research at the Financial Conduct Authority
- Janet Wood, Editor of New Power magazine