LETTERs

The changing face of Opus

It is difficult to make an effective comeback from bad publicity. Some say that no publicity is bad publicity, but I strongly disagree.

Strenuous efforts have been made by Opus to shake off aspects that contributed to criticism of it during 2007.

I have been involved in more than 12 cases where hosts have had concerns about Opus's electricity supply. I have listened to recordings of verbal contracts that initiated Opus taking over the supply from the existing supplier. I sought evidence and information from licensees and Opus representatives.

Certain common patterns emerged as follows: most are verbal contracts; most involve licensees who are new to the establishment; most reveal dramatic increases in the monthly amount payable, in some cases up to 500%, compared to initial monthly payments; most involve agents making contact in the first few days of the new tenancy/lease; many cases involve mis-selling where the new customer is misled.

Much activity is driven by agents seeking commissions and finding new occupants are often unfamiliar with business electricity.

In many cases, acceptance of the contract comes from the belief that the monthly payment quoted is fixed. In no case has the payment been based on an estimate of annual consumption derived from meter readings.

Am I prepared to place a contract for a new tenant with Opus? The answer is "yes" because of the drive for improvement, mainly through the introduction of read-to-read billing as opposed to a payment plan, a willingness to install smart meters and the commitment to an accessible, efficient customer-care team. I have also become aware of agents being sacked.

Actions include a release of customers and negotiations to introduce revised reduced rates, including back-dating.

Opus rates are much more competitive, although not necessarily the cheapest. They come with smart metering and access to customer-care staff.

I have come across no very recent cases of mis-selling and I am pleased to see fair actions to resolve issues. Contracts more than six months old will still come to light and have aspects worth taking up on behalf of the customer.

Opus is not alone in attracting criticism. Other suppliers cause customers grief with verbal contracts. In my view, the facility should be withdrawn. Licensees are coaxed into agreeing a deal with a stranger on the telephone and releasing direct debit details. So many don't even know the identity of their existing supplier or the tariff at that early stage of tenancy. It's no wonder so many are ripped off.

Mike Higham

Pro Eco energy consultants

Let's make 2008 a success for all

Regarding the piece on industry leaders predicting a tough 2008 (MA, 10 January 2008), there was some helpful information presented, but we must not forget that what we focus on will affect other things.

There are some great opportunities out there; licensees need to stop worrying about the stuff they can't influence, and focus on the things they can. In my experience, success comes from doing simple things very well.

So decide what you want; check it from a customers' demand point of view; deliver it and then some - but make sure the basics are always excellent.

Focus on the outside appearance; the welcome; customer service; speed and quality; and the bogs!

Let's focus on 2008 being much better than all the soothsayers predict.

Guy Arnold

via morningadvertiser.co.uk