I've been struck over the last few weeks how in responding to the Covid-19 crisis neither Ofgem nor Ofwat has either consulted or proactively communicated their approach to the Customer Engagement Groups (CEGs), User Groups or Customer Challenge Groups (CCGs) that they required companies to set up. For example, Rachel Fletcher's letter to water com...

How do we know what good vulnerability innovation looks like? Francesca Moll and Zoe McLeod share some thoughts from our Project Inspire report Sustainability First's Project Inspire was set up with the aim of improving service delivery and quality of life for customers in vulnerable situations, and to make sure that the benefits of innovation...