UCSM

Utility Customer Service Management Ltd.

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History page
July 2017
Transpires an issue with Guaranteed Standard compliance by one of the big six suppliers, first raised by UCSM Ltd. in 2014 has resulted in compensation payments in order of 1.1m.

March 2017
UCSM Ltd. assists Eon on Customer Service issues in their new connections business.

November 2016
UCSM Ltd. assists National Grid on Customer Service issues in their domestic gas distribution business.

September 2016
UCSM Ltd. inputs into further development of Distributed Generation market via forums in London and across UK.

February 2016
UCSM Ltd.develops stronger links to various DNO's as the requirement for better stakeholder engagement takes pace.

November 2015
UCSM Ltd.takes active role in developments in new connections process at UKPN and SSEPD.

August 2015
Ofgem announces draft for consultation of new Statutory Instrument (SI). UCSM are pleased to note, one new paragraph in SI brought about directly after discussions between UCSM and Ofgem in relation to poor service received by one of our Customers.

May 2015
For the second time in as many years, Ofgem have chosen to support the stance of industry against small Customers on minor issues after UCSM made representations to them on the issues. We remain hopeful that this is merely a short term "blip" from the regulator.

March 2015
UCSM due to have three way conversation with Ofgem and DNO to review interpretation of Electricity regulations where it appears the regulation are interpreted to the detriment of Customers. Ironically, same DNO appears to have policies which continue to be ignored by its own staff.

February 2015
When considering Speed/tineliness of connection, Price/cost of connection and Customer service and communications; Big Sofa in their report to Ofgem detailed: "Specialist connection consultancies will look at all three factors and are likely to be most active in the market to secure the best deal for their client."

January 2015
UCSM reviews a single grid connection for a Customers and gets a 86% reduction in the price amounting to over 73k. We also commence discussions with both the ENA and Ofgem about Building Network Operator (BNO) schemes which are causing difficulties for Customers in the London area.

November 2014
Ofgem confirms, UCSM Ltd. uncovers "gap in the industry procedures". which is being worked on for the benefit of all Customers in UK.

September 2014
Utility companies reported to be "At rock bottom" in terms of Customer Service according to Which. Many UCSM Customers are seeing this first hand and we continue to make representations to both the Regulator and the Ombudsman on these matters.

June 2014
UCSM assist Distribution Network Operator to revise policy for wayleaves and easements to streamline process and reduce cost for builders and developers.

April 2014
After some minor input from Ofgem, Utility Company concedes to arguments put forward by UCSM that they have breached regulations and agrees to an enhanced payment to the Customer.

March 2014
As the UK Customer Satisfaction Index as issued by the Institute of Customer Service reports utilities continue to be poor in terms of Customer Service, Ofgem annouce investigations into the market nationally and UCSM commence two separate determinations with Ofgen regarding performance of two separate utility companies.

November 2013
UK Customer Satisfaction Index as issued by the Institute of Customer Service reports "Utilities rank 13th, the lowest of all sectors. Its score is down 1.4 since January 2013".

July 2013
UK Customer Satisfaction Index as issued by the Institute of Customer Service reports "Utilities have dropped further at the bottom of the pack, and is now at its lowest level since 2010".

May 2013
UCSM discusses Customer Service issues with Chairman and Senior staff of Centrica.

April 2013
UCSM makes representations to Ofgem regarding Guaranteed Standards in the energy industry.

April 2013
Institute of Customer Service announce utility companies remain worst performers in terms of Customer Service and complaint resolution.

February 2013
Two Distribution Network Operators (DNO's) in UK invite comments from UCSM on their Customer Service performance.

December 2012
UCSM responds to demand from construction industry to provide simple, clear and accurate feasability studies for potential development sites.

August 2012
UK Customer Satisfaction Index (UKCSI) issued by the Institute of Customer Service confirmed Utilities to still be the worse performing sector.

May 2012
Noted on a national website forum, the following comments by anonymous individual when responding the the charges from a DNO: "You should speak to www.ucsm-ltd.co.uk. I've a couple of self-build customers very happy with their service."

April 2012
DNO (Distribution Network Operator) famous across UK for high levels of Customer Services changes it's stance on Guaranteed Standards following a challenge by Utility Customer Service Management Ltd. - this change should result in benefits to many Customers seeking new connections.

February 2012
Company makes submissions to Consumer Council for Water about how a Water Company views Guaranteed Standards and gains their support, causing the Water Company to change their approach.

December 2011
Company makes submissions to Ofgem with view to improved Customer service in industry and extending contestability.

September 2011
Company takes part in debate with Ofgem on developments with Distributed Generation in the UK.

August 2011
Company starts discussions between Scottish Power and Western Power Distribution in regard a possible 11kV interconnector to bring about benefits to hundreds of Customers.

July 2011
Company launches new web site

April 2011
Company Managing director joins Ofgems MCSG (Metered Connections Steering Group)

February 2011
Company Managing Director re-elected President of the local Chamber of Trade & Commerce after first year results show an increase in membership of 23% and the transition of a financial loss in the previous 3 years to a healthy surplus as well as raising 1400 for Charity .

January 2011
Company commences support by way of free service to Gloucester Rowing Club and the construction of their new Club House in Gloucester.

December 2010
Company presents embedded generation options to Herefordshire farmers.

August 2010
Company prepares for introduction of new standards for electricity connections being introduced in October.

July 2010
Company introduces Excellent Customer Service award scheme.

February 2010
Company Managing Director becomes President of the local Chamber of Trade & Commerce.

January 2010
UCSM takes part in consultation process with Ofgem with view to revising disputes procedures.

December 2009
Links established with new Lloyds accredited Independent Connections Provider (ICP).

October 2009
UCSM takes part in National Customer Service Week.

August 2009
UK expert in Regulatory affairs (Energy Market) joins team at UCSM.

April 2009
Company Managing Director becomes member of Institute of Customer service.

March 2009
Links established with Anaerobic Digester expertise to help develop aspect across UK.

February 2009
Company Managing Director becomes Vice President of the local Chamber of Trade & Commerce.

November 2008
Company Managing Director helps The Institution of Engineering and Technology in its registration process.

October 2008
Company commences load monitoring checks for Customers.

September 2008
Further submissions made to Ofgem with view to improved Customer service in industry.

August 2008
Company commences work with Birmingham City Council (largest Local Authority in Europe).

March 2008
Company enters into agreement with utility consultant so that Customers can benifit from this extended service.

November 2007
Company commences work in London area.

October 2007
Company completes work on house featured in "Grand Designs".

September 2007
Company submits data to Ofgem with view to improved Customer service across industry.

July 2007
Business hit by problems associated with the Great Gloucestershire Flood.

October 2006
Formal submission made to Ofgem on development of industry and in particular, Customer service..

Formal link with supplier npower established with view to improved service to Customers.

June 2006
Feature in national publication "Construction News".

February 2006
Meeting with Ofgem with view to increased competition in industry.

January 2006
UCSM commences first charitable donation of service to local community group.

October 2005
First amount of compensation recovered for a Customer as a result of poor Customer service from a utility company.

July 2005
Company launch and commencement of trading.

March 2005
Company formed.

© 2011 Utility Customer Service Management Ltd.
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