0:00:02 > 0:00:04We take electricity for granted...
0:00:04 > 0:00:06Most people just think that electricity
0:00:06 > 0:00:09comes from a cable in the ground to your house and that's it.
0:00:09 > 0:00:13..and never give a second thought to how it's made.
0:00:13 > 0:00:16The flames are nice and bright and bushy.
0:00:16 > 0:00:17But behind the scenes,
0:00:17 > 0:00:20our power companies are struggling to keep the lights on.
0:00:20 > 0:00:22MACHINERY BEEPS
0:00:22 > 0:00:24National Grid want their energy now,
0:00:24 > 0:00:26we can't afford to miss that instruction.
0:00:26 > 0:00:30This winter we could face blackouts.
0:00:30 > 0:00:33You can't say, "I'm sorry, you'll have to turn your fridge off."
0:00:33 > 0:00:36It's a fire at a coal-powered fire station.
0:00:36 > 0:00:40Power stations we've relied on for 50 years are coming down.
0:00:41 > 0:00:43But bills and profits have gone up.
0:00:45 > 0:00:47How can these profits be fair
0:00:47 > 0:00:50when the people cannot afford to pay for their energy?
0:00:50 > 0:00:53The energy giants are under fire from all sides.
0:00:53 > 0:00:57People hate you. Let's be honest, they don't like you guys, right?
0:00:57 > 0:01:01I've been told to go hang myself by a customer.
0:01:01 > 0:01:03I'm trying to help you, sir. Hello?
0:01:04 > 0:01:09Now one of country's biggest, SSE, has let the cameras in.
0:01:09 > 0:01:12Filmed over one critical year...
0:01:12 > 0:01:15Basically if we don't generate enough, the lights will go out.
0:01:15 > 0:01:19..this is a surprising story of a hidden world.
0:01:20 > 0:01:22Voila, une turbine.
0:01:22 > 0:01:26- As an army of workers... - Good morning.
0:01:26 > 0:01:29..battle to keep our power flowing.
0:01:29 > 0:01:32We need to make a saving of half a million pounds.
0:01:33 > 0:01:35Where?
0:01:35 > 0:01:37Hello, you're through to Lewis.
0:01:37 > 0:01:40- Get this bloody meter out my garden.- This time...
0:01:40 > 0:01:43Morning, we've got lots of customers waiting to speak to us.
0:01:43 > 0:01:47..the story of a company fighting to improve its image.
0:01:47 > 0:01:50We've been trying to sort of get much more proactive in trying
0:01:50 > 0:01:53to make consumers re-engage in energy.
0:01:53 > 0:01:56- From preventing power cuts... - How long do we reckon?
0:01:56 > 0:01:59- Three or four hours.- Jesus. - ..to customer service.
0:01:59 > 0:02:03I don't like being treated like an idiot and a fool.
0:02:04 > 0:02:07Our job in this company is - how can we show customers
0:02:07 > 0:02:09we want to do better?
0:02:09 > 0:02:12But can the company turn its reputation around?
0:02:12 > 0:02:16What does amazing look like? What does brilliant look like?
0:02:16 > 0:02:19Right, I'm trying to help you, sir. Hello?
0:02:29 > 0:02:31Thank you for calling SSE Swalec.
0:02:31 > 0:02:34To help us connect your call as quickly as possible,
0:02:34 > 0:02:38please press the star key on your phone twice.
0:02:38 > 0:02:40Five million of us buy our power from SSE,
0:02:40 > 0:02:44one of the big six energy companies.
0:02:44 > 0:02:47The only loose change is if your prices have gone up.
0:02:47 > 0:02:49- Yeah.- It's very poor customer service.- And I totally agree.
0:02:49 > 0:02:51The poorest I have ever seen.
0:02:51 > 0:02:55Most people that phone up, they're calling because they have a problem.
0:02:55 > 0:02:59In 2014 the company made profits of £1.5 billion.
0:03:02 > 0:03:05Hello?
0:03:05 > 0:03:06What does the invoice state?
0:03:06 > 0:03:10Notice of electricity disconnection.
0:03:10 > 0:03:14They also lost 370,000 customers.
0:03:14 > 0:03:16You can't please everyone, can you?
0:03:16 > 0:03:20We're the bad guys because our prices are too high or we're
0:03:20 > 0:03:22not doing enough and this, that and the other.
0:03:22 > 0:03:25It should go back to zero but it doesn't.
0:03:26 > 0:03:29I would never dream of speaking to somebody
0:03:29 > 0:03:31the way that we get spoken to.
0:03:31 > 0:03:33Do you know what? I've not hung up, right?
0:03:33 > 0:03:36I didn't feel like I wanted to give yous it because yous have took
0:03:36 > 0:03:39the piss out of us and I felt like you were bumping us.
0:03:39 > 0:03:41One of the biggest sources of complaint...
0:03:41 > 0:03:44I'm sorry to hear that, when did it go off?
0:03:44 > 0:03:49..is power cuts but SSE is fighting back.
0:03:49 > 0:03:53In the battle for the hearts and minds of its customers,
0:03:53 > 0:03:54this is the new front-line.
0:03:57 > 0:04:00That one can be extended straight up onto it.
0:04:00 > 0:04:04We've got some poles still on the system, 1930s, and that's
0:04:04 > 0:04:09incredible, really. You know it's an old pole when it's older than you.
0:04:09 > 0:04:12Linesmen are key to keeping the lights on this winter.
0:04:13 > 0:04:17Kevin Wade has been doing the job for 36 years.
0:04:21 > 0:04:23- INTERVIEWER:- Never have taken a shock, have you?
0:04:23 > 0:04:25Have we all had a...?
0:04:25 > 0:04:28- Yes, we've all had little shocks. - Have you?- At times, yeah.
0:04:31 > 0:04:36I mean, if you're up in the air, you can survive a 241...
0:04:36 > 0:04:38but 11,000, no, you'd be very lucky.
0:04:40 > 0:04:44You get the shock and it knocks you off the pole
0:04:44 > 0:04:46and the person could look quite fine but when you take them
0:04:46 > 0:04:49to hospital the first thing they would say to the people is,
0:04:49 > 0:04:52"Get the relatives in," because it's like a microwave.
0:04:52 > 0:04:55When you get 11,000, it cooks you from the inside out.
0:04:57 > 0:04:59A prime example is a squirrel. So they come down and they look
0:04:59 > 0:05:02all right and then you go and see them about ten, 15 minutes later
0:05:02 > 0:05:05and all the skin's starting to bubble up where the blood
0:05:05 > 0:05:08is boiling inside, yeah.
0:05:08 > 0:05:10And when they go pop, it's a horrible smell.
0:05:13 > 0:05:16While all big six energy companies sell power,
0:05:16 > 0:05:20SSE is the only one that also delivers it.
0:05:20 > 0:05:22It has a separate distribution business responsible for
0:05:22 > 0:05:26managing the power lines in Scotland and parts of southern England.
0:05:26 > 0:05:30Down here we've got the big houses, we've got the merchant bankers
0:05:30 > 0:05:33and they're not used to seeing power cuts
0:05:33 > 0:05:36and they just expect a 100% supply. Well, I'm sorry, but
0:05:36 > 0:05:39if you move into the country, you're not going to get a 100% supply.
0:05:39 > 0:05:41It doesn't matter how we do it, it's...
0:05:41 > 0:05:43Storms are always against us.
0:05:46 > 0:05:50'December was one of the stormiest periods in decades, hundreds of
0:05:50 > 0:05:52'thousands of households were without power
0:05:52 > 0:05:54'over the key festive period.'
0:05:54 > 0:05:59Christmas 2013 we had 65mph winds,
0:05:59 > 0:06:03there were hundreds of thousands of customers lost power then.
0:06:03 > 0:06:07No matter what the conditions, power cuts are bad publicity.
0:06:07 > 0:06:10'Falling trees and flying debris played havoc with
0:06:10 > 0:06:13'the electricity network.'
0:06:13 > 0:06:17When it first hit, we were getting fault after fault after fault
0:06:17 > 0:06:21literally every second. It was quite hard. And then when they stood down
0:06:21 > 0:06:24the engineers because it was too unsafe for them to work,
0:06:24 > 0:06:27having to say that to people that we weren't going to coming back
0:06:27 > 0:06:32out till the morning when it was safer, it was awful, really awful.
0:06:32 > 0:06:36'It was one of the stormiest periods in decades which left hundreds
0:06:36 > 0:06:40'of thousands of households without power over the festive season.'
0:06:40 > 0:06:45The great storm of 2013 won't be forgotten quickly by those affected.
0:06:47 > 0:06:50We'd just started to open our Christmas presents
0:06:50 > 0:06:52and the lights went out.
0:06:52 > 0:06:57So many people were off, there was a swathe of people off.
0:06:57 > 0:07:01No indication when it was going to come on, absolutely nothing,
0:07:01 > 0:07:04the communication was terrible.
0:07:04 > 0:07:08The company was heavily criticised for its handling of the crisis
0:07:08 > 0:07:11and questioned in Parliament about its response.
0:07:11 > 0:07:17£27 for customers who were without power for 48 hours,
0:07:17 > 0:07:20it's an absolute pittance.
0:07:20 > 0:07:24This year, the company is desperate to avoid more damage
0:07:24 > 0:07:25to its reputation.
0:07:25 > 0:07:28Come on, keep coming, keep coming.
0:07:28 > 0:07:31So in a bid to keep the lights on, Kevin and the linesmen
0:07:31 > 0:07:35are now replacing power lines dating back decades.
0:07:37 > 0:07:40The span of overhead line going down through here is going to be
0:07:40 > 0:07:45removed, so what they're doing is they're attaching stay rods with
0:07:45 > 0:07:49stays, an anchor point, so that the weight of the line going that
0:07:49 > 0:07:53way can be supported whilst they drop the overhead line down.
0:07:53 > 0:07:55- Oh, I see.- Yeah.- So it's jolly good.
0:07:58 > 0:08:00Better get the candles out, then.
0:08:00 > 0:08:02No, no, you won't be going off, sir.
0:08:02 > 0:08:05We don't want this one on the full tension, do we?
0:08:05 > 0:08:08No, you don't, but you don't want... Yeah, all right,
0:08:08 > 0:08:10- as long as you're happy with that come-along...- What?
0:08:10 > 0:08:12You've got to wait, if you distance drop...
0:08:15 > 0:08:18- You're all on via backfeeds now. - Are you sure?
0:08:18 > 0:08:22Yeah, I hope so. You should be, anyway.
0:08:22 > 0:08:25But if you have any problems, there's an emergency number
0:08:25 > 0:08:26on the side of the van.
0:08:26 > 0:08:29Well, they won't answer, anyway. Thanks for your information.
0:08:29 > 0:08:31That's all right, have a good day sir.
0:08:36 > 0:08:39Right, stop traffic while we cut just in case. Stop.
0:08:46 > 0:08:47Right, coming down.
0:08:54 > 0:08:58All right, you on? That's all the new stays on. Yeah, that's good.
0:09:03 > 0:09:05You can open it now, mate, yeah.
0:09:10 > 0:09:12Down we go for dinner. Phew!
0:09:12 > 0:09:16Preventing power cuts would go some way to restoring public confidence
0:09:16 > 0:09:20in the company but, in the battle to
0:09:20 > 0:09:23rebuild its reputation, there's a lot of ground to make up.
0:09:25 > 0:09:28'Energy companies were today hauled before MPs
0:09:28 > 0:09:31'and one was immediately in the firing line.'
0:09:31 > 0:09:34Can you tell us exactly when SSE stopped mis-selling?
0:09:36 > 0:09:39'Earlier this month, SSE was fined over £10 million
0:09:39 > 0:09:42'for mis-selling, including using misleading language to
0:09:42 > 0:09:44'customers on their doorstep.'
0:09:44 > 0:09:47It was ultimately decided that there were inappropriate elements
0:09:47 > 0:09:49within that script, we changed that script.
0:09:49 > 0:09:53Illegal elements, not inappropriate.
0:09:53 > 0:09:55Illegal and misleading.
0:09:57 > 0:10:01The mis-selling scandal of 2013 was hugely damaging for the company.
0:10:06 > 0:10:09The man in the firing line was its chief executive,
0:10:09 > 0:10:11Alistair Phillips-Davies.
0:10:11 > 0:10:13Because I've got a double-barrelled name,
0:10:13 > 0:10:16people just think I'm posh but I went to a comprehensive in Derby,
0:10:16 > 0:10:18so I don't know how posh that is, really.
0:10:20 > 0:10:24Alistair has a plan to rebuild the company's image
0:10:24 > 0:10:26and he needs his troops onside.
0:10:26 > 0:10:29- These guys have been desperate to meet you.- Really? Crikey Moses.
0:10:29 > 0:10:31Yes, you're a celebrity.
0:10:31 > 0:10:34Last year, Alistair earned £2.3 million.
0:10:34 > 0:10:37We want to know what you do in your spare time when you're not working.
0:10:37 > 0:10:39- I'm never not working. - THEY CHUCKLE
0:10:39 > 0:10:41No, bit boring. I like playing golf but
0:10:41 > 0:10:46I quite like cooking as well, you know, monk fish and stuff like that.
0:10:46 > 0:10:48I don't know, last night I did lemon chicken with spinach.
0:10:48 > 0:10:52- Sounds lovely.- Tania will be down your house, looking for an invite.
0:10:54 > 0:10:58He's hoping that a glimpse into the boss's world will give
0:10:58 > 0:11:00staff morale a much needed boost.
0:11:00 > 0:11:02Whereabouts are you based?
0:11:02 > 0:11:06I'll be in London, Cardiff, Havant, you know, all the various places.
0:11:06 > 0:11:09Go to America, you know, something like that. Bill Gates has invited
0:11:09 > 0:11:13me to something in May, so I'll go to Microsoft and see Bill Gates.
0:11:13 > 0:11:16I had dinner at his house last year, which was quite interesting.
0:11:16 > 0:11:18What's that like?
0:11:18 > 0:11:22It's big, his house is probably about the size of this office,
0:11:22 > 0:11:27actually, it's 66,000 square feet but he's quite a modest, shy guy,
0:11:27 > 0:11:31actually. They're just normal people a lot of them, just like anybody.
0:11:31 > 0:11:34The thing is, I'm just a normal person. I went to school,
0:11:34 > 0:11:38did my exams, grew up, all of you should aspire to do the same thing.
0:11:41 > 0:11:44Over the last year, Alistair has seen the company lose
0:11:44 > 0:11:47hundreds of thousands of customers amid now-familiar
0:11:47 > 0:11:51accusations of fast practices and fat-cat profits.
0:11:54 > 0:11:57He's entrusted a makeover of the company to
0:11:57 > 0:11:59one of his loyal lieutenants.
0:12:02 > 0:12:07So now I'm going to have a sneaky piece of chocolate.
0:12:09 > 0:12:12And the man in charge of giving the business a new image is
0:12:12 > 0:12:16head of retail, Will Morris.
0:12:16 > 0:12:18- INTERVIEWER:- Why do you think it's the energy sector
0:12:18 > 0:12:19that people sort of pick on?
0:12:19 > 0:12:24There is a requirement within our...political system, I think.
0:12:24 > 0:12:28To an extent, for the bad guy, I think the energy companies
0:12:28 > 0:12:33are, you know... The rhetoric... To be fair to consumers, if you hear,
0:12:33 > 0:12:36"MultiGen's talking about rip-off energy companies,"
0:12:36 > 0:12:38and this and that, I mean, it's not surprising
0:12:38 > 0:12:39people have that perception.
0:12:44 > 0:12:47All right, cheers.
0:12:47 > 0:12:50As a former marketing manager at Disneyworld, Will's brief is
0:12:50 > 0:12:54to sprinkle a little fairy dust over the company's public image.
0:12:55 > 0:12:59I remember when I took the job, one concern - it might be a bit
0:12:59 > 0:13:03quiet and dull compared to the fun and games of the hotels of Disney
0:13:03 > 0:13:06and, of course, little did I know that I would find myself in front
0:13:06 > 0:13:10of a select committee and all of their sort of abuse and stuff
0:13:10 > 0:13:13less than a year later. So one thing it has not been is dull.
0:13:15 > 0:13:17A key part of Will's job is defending
0:13:17 > 0:13:20the company against its many critics.
0:13:20 > 0:13:22How can these profits be fair
0:13:22 > 0:13:26when the people cannot afford to pay for their energy?
0:13:26 > 0:13:28The reason it's fair is because, if I don't make
0:13:28 > 0:13:32a 5% profit in my business, I can't afford to continue
0:13:32 > 0:13:36employing my 20,000 people, which are equally members of our society
0:13:36 > 0:13:38in Britain, and I can't actually afford to operate the company.
0:13:38 > 0:13:41It's less than supermarkets make, it's a fraction
0:13:41 > 0:13:43of what mobile-phone companies make.
0:13:43 > 0:13:46Now Will's decided to go on the offensive.
0:13:47 > 0:13:51He's going to discuss the launch of his big new idea to make us
0:13:51 > 0:13:54think differently about energy and his employers.
0:13:55 > 0:13:59We are a utility but, for years and years and years, we've communicated
0:13:59 > 0:14:02gas hob burning and a fire and, actually,
0:14:02 > 0:14:03it's pretty dull, right?
0:14:06 > 0:14:10# When I fall in love
0:14:12 > 0:14:15# It will be forever... #
0:14:16 > 0:14:19The problem for Will is that energy companies all have
0:14:19 > 0:14:24an identical product, so he needs to find an ingenious way
0:14:24 > 0:14:26to help his stand out from the crowd.
0:14:26 > 0:14:30The campaign which broke on Saturday on X Factor is principally
0:14:30 > 0:14:33designed to engage with customers for the very first time.
0:14:33 > 0:14:35We could have done that a number of different ways.
0:14:35 > 0:14:38We could have done it through a child, we could have done it through
0:14:38 > 0:14:41some sort of alien but we chose to do it through an orang-utan
0:14:41 > 0:14:43and the reason we did that was because
0:14:43 > 0:14:46they are incredibly human, incredible wisdom
0:14:46 > 0:14:50and beauty and we felt that, actually, our lead, our character,
0:14:50 > 0:14:54Maya, could actually convey, through her eyes and through her fascination
0:14:54 > 0:14:57and discovery of energy for the very first time, the story of energy.
0:14:57 > 0:15:00We've been trying to sort of get much more proactive through
0:15:00 > 0:15:05the orang-utan and Maya, which are trying to make consumers
0:15:05 > 0:15:06re-engage in energy, make them
0:15:06 > 0:15:10much more sort of aware, I suppose, of the fun it brings to our lives.
0:15:13 > 0:15:17With a recent poll showing energy companies less popular than
0:15:17 > 0:15:21bankers and estate agents, it's a bold strategy for Will.
0:15:24 > 0:15:27The way most of us think about energy
0:15:27 > 0:15:29is a little more down to earth.
0:15:29 > 0:15:32Hello, you're speaking to Kerry, how can I help?
0:15:32 > 0:15:36This is the company's customer service call centre in Havant.
0:15:38 > 0:15:41OK, have you got a new tenant in now?
0:15:41 > 0:15:45Last year it dealt with almost 160,000 complaints
0:15:45 > 0:15:47about customer service and bills.
0:15:47 > 0:15:50What would you like me to do for you today as a resolution, then?
0:15:50 > 0:15:53Get this bloody meter out of my garden, right?
0:15:53 > 0:15:55Because it's absolutely taking the piss out of us, like.
0:15:55 > 0:16:00- OK, right. - This is just time wasted for me.
0:16:00 > 0:16:03Despite freezing its prices in March 2014,
0:16:03 > 0:16:08an SSE customer's average household bill is £1,260 a year.
0:16:08 > 0:16:10It's just ridiculous, absolutely ridiculous.
0:16:10 > 0:16:14Staff here have the unenviable job of explaining to customers
0:16:14 > 0:16:16why their bills are so high.
0:16:16 > 0:16:18I'm actually not going to pay Southern Energy
0:16:18 > 0:16:21for Southern Electric not doing what they're supposed to do.
0:16:21 > 0:16:23I can hear that you're very unhappy with the service
0:16:23 > 0:16:25and I am really sorry about that.
0:16:25 > 0:16:27I had to get a really awkward one, didn't I?
0:16:28 > 0:16:30Right.
0:16:32 > 0:16:36Hello, all. If you're worried, straight to me, is that all right?
0:16:36 > 0:16:38Lovely.
0:16:38 > 0:16:41As head of call centres, it's Tracey Costley's job to ensure
0:16:41 > 0:16:45disgruntled customers don't decide to leave the company.
0:16:46 > 0:16:52To do that, she has to make sure her call operators stick to the script.
0:16:52 > 0:16:54I'm here to make sure they've got everything
0:16:54 > 0:16:56they need to look after a customer.
0:16:58 > 0:16:59On the February tariff,
0:16:59 > 0:17:03you get that lower gas price as of the day that you sign up for it.
0:17:03 > 0:17:06The energy companies say their bills are high
0:17:06 > 0:17:09because, over the past decade, wholesale fuel prices have
0:17:09 > 0:17:13risen and they have to pay levies to Government.
0:17:13 > 0:17:15- Morning all.- Morning.
0:17:15 > 0:17:18But many staff still struggle to deliver the company line.
0:17:18 > 0:17:22What can we do in terms of communication, then,
0:17:22 > 0:17:25to help you help customers more?
0:17:25 > 0:17:27There's loads and loads of stuff in the media,
0:17:27 > 0:17:30- do you need more around that? - Yeah, I mean, when we get
0:17:30 > 0:17:33asked about why we aren't cheaper, we're just kind of like,
0:17:33 > 0:17:37"Well, that's just how it is." I think maybe if we had a better
0:17:37 > 0:17:40idea of where it came from, then we could explain it better to
0:17:40 > 0:17:42the customers because, at the moment, like,
0:17:42 > 0:17:45I explain it as, "Well we do a lot of renewable energy
0:17:45 > 0:17:47"and that's why the price is slightly different to
0:17:47 > 0:17:50"other companies, because of the green levies."
0:17:50 > 0:17:52But if we had a better idea behind it then maybe that would....
0:17:52 > 0:17:57- So more, more...?- More information to give to the customers.
0:17:57 > 0:17:59They ask, "Why is it that the gas wholesale price is down,
0:17:59 > 0:18:01"why aren't our prices down?"
0:18:01 > 0:18:03But I have no idea what the gas wholesale price is
0:18:03 > 0:18:06and then they'll say "Your company's made XX amount of money this year,
0:18:06 > 0:18:10"don't you think that's too much money you've made?" Asking my opinion on it
0:18:10 > 0:18:12and I don't really want to give my opinion because I have no idea
0:18:12 > 0:18:14if that is a lot of money for a company to make or not.
0:18:14 > 0:18:17Thank you very much, I'll be taking some of this away.
0:18:17 > 0:18:19It's been very helpful, guys, thank you very much indeed.
0:18:19 > 0:18:23Thank you, have a good day, go enjoy, thank you.
0:18:23 > 0:18:25For Tracey, it's all about customer service...
0:18:26 > 0:18:29..to make consumers feel they're being well looked after
0:18:29 > 0:18:32and that the prices they're paying are fair.
0:18:32 > 0:18:35It's really hard when you read the media when they go,
0:18:35 > 0:18:40"These companies are villains."
0:18:40 > 0:18:44We're villains, right? Big fat cats and our job
0:18:44 > 0:18:49in this company is - how can we show customers we want to do better?
0:18:49 > 0:18:50We're on that mission.
0:18:51 > 0:18:54But Tracey isn't the only one who believes it's not prices
0:18:54 > 0:18:57that are the problem, it's how they're explained.
0:19:01 > 0:19:03Shall we take our seats, ladies and gentlemen?
0:19:03 > 0:19:06Back in London, Will has convened a meeting of gurus
0:19:06 > 0:19:10from across the sector to discuss his latest idea - redesigning
0:19:10 > 0:19:15the hated energy bill to make it more palatable for customers.
0:19:15 > 0:19:17If you open a document and you have a six-page document
0:19:17 > 0:19:20and it's important, it's a lot of money you're spending
0:19:20 > 0:19:23and you don't understand it, then that lack of comprehension
0:19:23 > 0:19:27very quickly translates to mistrust, no-one likes to feel stupid.
0:19:27 > 0:19:29Jason Wakeford from uSwitch,
0:19:29 > 0:19:32the people I was speaking to are really struggling themselves to find
0:19:32 > 0:19:35various bits that were needed for the comparison on bills
0:19:35 > 0:19:37and, you know, these are guys and girls
0:19:37 > 0:19:39who are dealing with this on a daily basis.
0:19:39 > 0:19:41If people don't understand their bill,
0:19:41 > 0:19:45it's a major turn-off to the whole engagement in energy, so that's
0:19:45 > 0:19:48everything from paying less, using less, to wasting less. So cracking
0:19:48 > 0:19:52this one is, I think, going to be a real big win on all three fronts.
0:19:52 > 0:19:57Redesigning your bill is...has got some amazing opportunities.
0:19:57 > 0:20:02I was involved with Vodafone a few years ago. When Vodafone completely
0:20:02 > 0:20:07redesigned its bill, it saved them £5 million worth of paper
0:20:07 > 0:20:10every year because they discovered that they were communicating
0:20:10 > 0:20:14far too much in far too voluminous a way
0:20:14 > 0:20:17but, most importantly, it saved
0:20:17 > 0:20:23them something like 90% of calls to the call centre post bill going out.
0:20:23 > 0:20:26I think, really, the question I want to ask out of this entire
0:20:26 > 0:20:28exercise is - what does amazing look like?
0:20:28 > 0:20:31You know, what does brilliant look like? Because, actually,
0:20:31 > 0:20:33that, for me, would be right back to the beginning
0:20:33 > 0:20:36of my point, you know, to build trust and confidence.
0:20:41 > 0:20:43- INTERVIEWER:- How was this morning for you, then?
0:20:43 > 0:20:46I thought it was really good, actually. It was quite... It is
0:20:46 > 0:20:48to do with the challenges. When you do get everyone together,
0:20:48 > 0:20:51which is quite challenging in itself, you get a very high quality
0:20:51 > 0:20:55conversation. I felt they gave us a good mandate to go ahead and do
0:20:55 > 0:21:00the work on getting those bills much simpler and clearer for customers.
0:21:00 > 0:21:03But do you think that's because they don't like the way it's designed...
0:21:03 > 0:21:04I think a lot of things.
0:21:04 > 0:21:07..or they just simply don't like those figures down the bottom?
0:21:07 > 0:21:12I think... No, I think it is... I mean, people aren't stupid,
0:21:12 > 0:21:14they understand that, obviously,
0:21:14 > 0:21:17there's a cost to consuming their utilities.
0:21:17 > 0:21:20But no matter how amazing a bill might look,
0:21:20 > 0:21:23it doesn't mean the customer can afford to pay it.
0:21:24 > 0:21:29Good afternoon, you're through to Charlotte, how can I help?
0:21:29 > 0:21:32So we've got the income support, the housing benefit,
0:21:32 > 0:21:36council-tax benefit, DLA for your son and the carer's allowance,
0:21:36 > 0:21:38child benefit, child tax.
0:21:38 > 0:21:41If you are struggling to make those payments, just contact us.
0:21:41 > 0:21:43I haven't asked you what kind of job you do, sir.
0:21:43 > 0:21:45I'm only trying to help you. Obviously, to try
0:21:45 > 0:21:48and arrange something to prevent the thing going further.
0:21:48 > 0:21:53In 2014 with austerity biting, SSE was owed more than £100 million
0:21:53 > 0:21:56in overdue bills by its customers.
0:21:57 > 0:22:01The excuses that people come out with to pay their bills is...
0:22:01 > 0:22:03SHE LAUGHS
0:22:03 > 0:22:04There's so many.
0:22:06 > 0:22:08- INTERVIEWER:- What sort of thing?
0:22:08 > 0:22:11Erm...some of them can be, "I'm saving for a holiday."
0:22:13 > 0:22:16Some of them are vet bills.
0:22:16 > 0:22:18That's not...that's not the payment plan, sir, that's you saying
0:22:18 > 0:22:22you'll pay £20 a week, OK? That's not a payment plan.
0:22:22 > 0:22:24I deal with elderly people that come through
0:22:24 > 0:22:27and can't even afford to put their heating on because they don't
0:22:27 > 0:22:31get enough, they're not entitled to pension credit, they only get
0:22:31 > 0:22:35their state pension and it's heartbreaking for me to sit here
0:22:35 > 0:22:37and demand that, "You need to pay this,"
0:22:37 > 0:22:39and I can't do anything for them.
0:22:39 > 0:22:42And if my nan was in that position,
0:22:42 > 0:22:45you know, I don't think I would appreciate it.
0:22:45 > 0:22:47Right, I'm trying to help you, sir.
0:22:47 > 0:22:49Hello?
0:22:51 > 0:22:53Hello, sir?
0:22:55 > 0:22:57If customers persistently fall behind with bills
0:22:57 > 0:23:01and don't answer letters, they could get a visit.
0:23:01 > 0:23:05Sometimes, when you go into somebody's house, maybe
0:23:05 > 0:23:08they haven't seen anybody for days and some of these people,
0:23:08 > 0:23:10especially older people, they're glad to see me.
0:23:10 > 0:23:14John Samuels is a collections officer in Newport.
0:23:14 > 0:23:17It's not like it was in the old days whereby, straight in,
0:23:17 > 0:23:19cut them off and bye-bye.
0:23:19 > 0:23:22I'm not like a thug or anything, I say, "We are here to help you,"
0:23:22 > 0:23:24and then, once they know that we're there to help them,
0:23:24 > 0:23:27they seem to sort of calm right down. They sometimes ask me
0:23:27 > 0:23:29for a cup of tea. Sometimes I'll have a quick one
0:23:29 > 0:23:31but if not I'll just say, "I'm sorry I haven't got any time for tea,
0:23:31 > 0:23:34"I just want to sort your bill out for you."
0:23:34 > 0:23:37He's calling on customers who've fallen behind on their bills
0:23:37 > 0:23:39to work out a payment plan.
0:23:39 > 0:23:43Always best to turn your van around for the exit out
0:23:43 > 0:23:45in case anything happens.
0:23:45 > 0:23:49You never know, there could be a dog lurking behind the door.
0:23:49 > 0:23:53I keep my hand on my dog spray.
0:23:53 > 0:23:57Give it a quick spray.
0:23:57 > 0:23:58- INTERVIEWER:- Does it work?
0:23:58 > 0:24:01It does work, the dog is being sick, he's going to the toilet,
0:24:01 > 0:24:08he's doing a... Any orifice, it just comes out everywhere, everywhere.
0:24:08 > 0:24:12- CHILD:- Hello?- Hello, Swalec. - My mum's just in the bath.
0:24:12 > 0:24:15Can you open this main door, so I can leave your mother a letter
0:24:15 > 0:24:16if she's busy at the moment?
0:24:19 > 0:24:21If customers don't answer the door,
0:24:21 > 0:24:24they're advised by letter to get in touch.
0:24:24 > 0:24:27- There we are.- Thank you.- OK.
0:24:31 > 0:24:32See how that goes now.
0:24:35 > 0:24:36And we're off.
0:24:39 > 0:24:42My name is John, I'm calling from SSE Swalec.
0:24:42 > 0:24:43Erm...
0:24:45 > 0:24:49Well, I don't know what they've done here, it's like Fort Knox.
0:24:49 > 0:24:52People are more reluctant to pay,
0:24:52 > 0:24:55I suspect they want to keep up with the Joneses.
0:24:57 > 0:24:59- Is it Lyndsey?- It is, yes.
0:24:59 > 0:25:02Yeah, I'm here to talk about your outstanding electricity account.
0:25:02 > 0:25:03Right, OK.
0:25:03 > 0:25:09- 649.- Ooh... I thought I had it coming out on direct debit.
0:25:09 > 0:25:12Lyndsey Jones has accidentally let her direct debit lapse.
0:25:14 > 0:25:18The last payment we received was back in February
0:25:18 > 0:25:22Lyndsey has been on the company's standard variable tariff
0:25:22 > 0:25:23for three years.
0:25:24 > 0:25:27- £100, can you pay that?- I have cash.
0:25:27 > 0:25:30That should be OK, £100 cash. If I can also read the meter,
0:25:30 > 0:25:32if you don't mind?
0:25:32 > 0:25:3570% of all energy customers could get cheaper deals
0:25:35 > 0:25:38by switching suppliers.
0:25:38 > 0:25:40Perhaps they should do a bit more advertising,
0:25:40 > 0:25:43actually make it more widely known to their customers that there
0:25:43 > 0:25:48are more affordable ways to pay for it rather than putting them on
0:25:48 > 0:25:52a tariff that makes them more money rather than benefit their customers.
0:25:55 > 0:25:58- INTERVIEWER:- 70% of customers are on the highest rate, aren't they?
0:25:58 > 0:26:00What do you put that down to?
0:26:00 > 0:26:03They can't be bothered to be on the phone because it takes
0:26:03 > 0:26:05a long time to get through to a supplier and this is what
0:26:05 > 0:26:09they don't want, so they'd rather pay more and stay where they are.
0:26:12 > 0:26:16I think I can go home. You've had a good day's work out of me today.
0:26:31 > 0:26:35A quarter of our bill goes on paying for and maintaining the lines
0:26:35 > 0:26:37and wires bringing power to our homes.
0:26:39 > 0:26:43When they fail, as in the storms of 2013, it can be
0:26:43 > 0:26:44a public-relations disaster.
0:26:50 > 0:26:52Good morning, you're through to Alex
0:26:52 > 0:26:54at Southern Electric Power Distribution,
0:26:54 > 0:26:56how can I help?
0:26:56 > 0:26:59It's a problem the company must take seriously.
0:27:00 > 0:27:03We did have their network, about 15 minutes ago,
0:27:03 > 0:27:04switch off and then back on again.
0:27:04 > 0:27:08Do you know how long this is going to be? Because we've got teenage
0:27:08 > 0:27:11daughters and we're all going off in different directions
0:27:11 > 0:27:15but, obviously, if somebody's... I can make sure somebody will be here.
0:27:15 > 0:27:17OK, well, we will call you within the hour.
0:27:17 > 0:27:20There are two entire call centres dedicated to
0:27:20 > 0:27:22people who've lost power.
0:27:22 > 0:27:26- OK.- All right, then, thank you. - Bye-bye.- Bye-bye.
0:27:26 > 0:27:28They'll be having a meltdown because they can't use their...
0:27:28 > 0:27:30all their technology.
0:27:36 > 0:27:38Have I gone down the right one?
0:27:38 > 0:27:40I think so.
0:27:40 > 0:27:42As well as the call centres,
0:27:42 > 0:27:45customer-liaison managers like Andy Griffiths are sent out
0:27:45 > 0:27:48to those worst affected to smooth ruffled feathers.
0:27:51 > 0:27:53They're not... They're definitely not in yet.
0:27:53 > 0:27:57These are the customers who are affected by the outage today?
0:27:57 > 0:27:59Yeah, they've had so... Yeah, they're affected by the outage today
0:27:59 > 0:28:04and they've had, historically, so many issues...
0:28:04 > 0:28:08and whenever there is an outage, I do like to pop in and check.
0:28:11 > 0:28:14We had one after another after another
0:28:14 > 0:28:18after another power cut and no-one's telling you when it's coming back
0:28:18 > 0:28:22on again and we've got all the men working and all these stories but...
0:28:22 > 0:28:25But they seem to be addressing it now, to be fair,
0:28:25 > 0:28:27and I think they seem to be on top of it or...
0:28:27 > 0:28:29Well, they had to, didn't they?
0:28:29 > 0:28:32Keeping you in the loop when things go wrong, at least.
0:28:32 > 0:28:35Although residents can't choose who manages their network,
0:28:35 > 0:28:39keeping customers happy here is part of a wider public-relations battle.
0:28:39 > 0:28:41I'm not allowed to speak the truth, I don't think.
0:28:41 > 0:28:43Oh, no, you are, Jane. Oh, you absolutely are,
0:28:43 > 0:28:47this isn't...propaganda.
0:28:47 > 0:28:51I mean, if you go back to... I mean...
0:28:51 > 0:28:54Oh, the Christmas... Not this Christmas gone, the one before.
0:28:54 > 0:28:58- ..was horrendous, I can't... - All the time.- That was horrendous.
0:28:58 > 0:29:02The whole... I think we were off for five days, over... The day
0:29:02 > 0:29:05before Christmas Eve, so I've got all my shopping in,
0:29:05 > 0:29:06it was horrendous.
0:29:06 > 0:29:09And this is cos trees were going down in the wind, is that right?
0:29:09 > 0:29:10Yes, we had a very bad storm, there was
0:29:10 > 0:29:12one across the road, wasn't there?
0:29:12 > 0:29:15- But, in fairness...in fairness to Jane...- We were off five days.
0:29:15 > 0:29:17..the sort of comment that I've had thrown at me
0:29:17 > 0:29:22is, in many ways, people like Jane forgave us Christmas because it
0:29:22 > 0:29:26was a storm of the century, a storm-storm-storm,
0:29:26 > 0:29:27it's the 16 other offences
0:29:27 > 0:29:31they'd like taken into consideration, is that fair?
0:29:31 > 0:29:32It was that.
0:29:32 > 0:29:35It was just one after another after another after another.
0:29:35 > 0:29:37All caused by the same thing?
0:29:37 > 0:29:39Yeah, trees, trees coming down here.
0:29:39 > 0:29:42The solution, to fell trees near the power lines,
0:29:42 > 0:29:46is almost as unpopular with the locals as the cuts themselves.
0:29:46 > 0:29:50Have you seen where they've cut the...? Or, rather, butchered.
0:29:50 > 0:29:52I have...well, show me what you mean.
0:29:52 > 0:29:55I'd like to see quite what you mean, yeah.
0:29:55 > 0:29:57- I'll show you.- Yeah.
0:29:59 > 0:30:00I mean, I can see...
0:30:00 > 0:30:02Would you like to get your camera in?
0:30:02 > 0:30:04There's a slight cut in the back of the trees.
0:30:04 > 0:30:06Let me get out of the way.
0:30:06 > 0:30:11That was a totally overgrown full wood.
0:30:11 > 0:30:13Why is it being cut to this extent?
0:30:13 > 0:30:17Because of the 11,000 volt lines above - you see the lines?
0:30:17 > 0:30:19And they don't want any fall on that.
0:30:19 > 0:30:22Now, they've done it when there's no birds nesting, you see.
0:30:22 > 0:30:25Yes, but the fox and the deer are not happy,
0:30:25 > 0:30:28they're leaping back over where are our trees...
0:30:28 > 0:30:30The fox was confused.
0:30:30 > 0:30:34I can imagine. An overtired, confused fox...
0:30:34 > 0:30:37- Whatever, whatever.- OK.
0:30:38 > 0:30:41He doesn't like fluorescent yellow.
0:30:41 > 0:30:46The goal is to avoid a repeat of the problems of 2013,
0:30:46 > 0:30:49so it's a race against time to get trees felled
0:30:49 > 0:30:51before the bad weather hits.
0:30:51 > 0:30:54If Andy is to succeed, he must persuade landowners
0:30:54 > 0:30:57to give him access to their properties.
0:30:57 > 0:31:00- INTERVIEWER:- But this bit doesn't need cutting, where we are now?
0:31:00 > 0:31:02Yeah, no, they are cutting beyond there,
0:31:02 > 0:31:04but we'll let them know as we approach.
0:31:04 > 0:31:07One local farmer has been particularly reluctant
0:31:07 > 0:31:09to lose his trees.
0:31:09 > 0:31:11You know, we need to get on his land
0:31:11 > 0:31:14and it can all get very fraught, very tense.
0:31:14 > 0:31:17How's you? Good to see you. Are you all right?
0:31:17 > 0:31:21But today, Andy's charm offensive has been successful.
0:31:21 > 0:31:24A bit of timber for you.
0:31:24 > 0:31:27Yeah, well, thanks for that, a little bit of extra firewood.
0:31:27 > 0:31:31First, the energy supply must be switched off.
0:31:31 > 0:31:33It's 11,000 volts we're dealing with up there.
0:31:33 > 0:31:36There's a safety locking device you'll see him operate first,
0:31:36 > 0:31:39which comes down then the switch handle will be operated safely
0:31:39 > 0:31:41from the ground with insulated rods.
0:31:41 > 0:31:47Every switch on our network is uniquely numbered.
0:31:47 > 0:31:49Just check the number again, 9831.
0:31:49 > 0:31:519831.
0:31:51 > 0:31:56OK and your instruction is to open and apply isolation.
0:31:56 > 0:31:58I'm the last farmer here, apart from one very nice fella up there.
0:31:58 > 0:32:01- INTERVIEWER:- Everybody else is from London, are they?
0:32:01 > 0:32:04Well, they've got horses and drive around in large Range Rovers
0:32:04 > 0:32:08with giant shades and do lunch and knock you over on your bike.
0:32:09 > 0:32:12- INTERVIEWER:- What happens when the power goes down?
0:32:12 > 0:32:15Well, they just do lunch for slightly longer.
0:32:15 > 0:32:18Hopefully, finally, we're getting to where we need to be.
0:32:18 > 0:32:20A nice day for it, isn't it?
0:32:22 > 0:32:25To be seeing this getting done is fantastic.
0:32:27 > 0:32:30I'd like to have gonads the size of the guy up there, I tell you.
0:32:30 > 0:32:33ANDY CHUCKLES
0:32:33 > 0:32:35They're right monkeys, these guys, aren't they?
0:32:35 > 0:32:38Yeah, it's probably one of the most skilled jobs that we've got,
0:32:38 > 0:32:41you know, and the physics involved on those trees are...
0:32:41 > 0:32:43Particularly in a fork condition
0:32:43 > 0:32:45where a tree is brought down, equipment...
0:32:45 > 0:32:48SAW REVS
0:32:51 > 0:32:53MAN YELLS WARNING
0:32:58 > 0:33:01I'm sort of quite emotional about it, cos it's...
0:33:01 > 0:33:05Yeah, no, I can imagine, you know, I can imagine.
0:33:05 > 0:33:08Can never say too much for your cooperation with this today,
0:33:08 > 0:33:09- brilliant.- No worries.
0:33:12 > 0:33:16To see him today, really quite humbled by the work going on here,
0:33:16 > 0:33:19it's been, yeah, quite remarkable and to walk with him just then,
0:33:19 > 0:33:22you know, it's something he's been...
0:33:22 > 0:33:26Almost never thought I'd see the day that we'd get the trees cleared
0:33:26 > 0:33:29through here and to see him walking back up there now, it's...
0:33:29 > 0:33:31Yeah, God bless him.
0:33:44 > 0:33:48It's January 2015 and the dreaded winter weather has arrived.
0:33:50 > 0:33:54The main concern is that intense rain and those really quite
0:33:54 > 0:33:56powerful winds, which are likely to be disruptive.
0:33:56 > 0:34:00Thank you for joining the session. This is the safety brief
0:34:00 > 0:34:03to talk about the overnight arrangements for tonight.
0:34:03 > 0:34:05A cyclone is predicted to strike Britain
0:34:05 > 0:34:09in the early hours of January 14th.
0:34:09 > 0:34:10Bindi, generation?
0:34:10 > 0:34:13It's in place, the additional you requested,
0:34:13 > 0:34:14so it's all there, ready to go.
0:34:14 > 0:34:17The company needs to avoid the public relations disaster
0:34:17 > 0:34:19of last winter.
0:34:19 > 0:34:23I think there's a couple of things we're going to do quite different.
0:34:23 > 0:34:26If we are dealing of wind speeds of around 65-70mph,
0:34:26 > 0:34:30then that will dictate what actually physically happens
0:34:30 > 0:34:33out on the network overnight, in terms of safety.
0:34:33 > 0:34:38As Head of Operations, customers' welfare is Bev Keogh's top priority.
0:34:38 > 0:34:41I know the majority of customers are sleeping,
0:34:41 > 0:34:45but there still will be customers up and about that will need to
0:34:45 > 0:34:47understand when that power is going to get restored.
0:34:47 > 0:34:49It's just important that, tomorrow morning,
0:34:49 > 0:34:52restoration is focused on the biggest number of customers
0:34:52 > 0:34:54and we get those on as quickly as possible.
0:34:54 > 0:34:57So thank you all very much and have a good...
0:34:57 > 0:34:59Try and get a good rest tonight.
0:34:59 > 0:35:01- INTERVIEWER:- 'What are you doing tonight?'
0:35:01 > 0:35:05Well, what time is it now? So it's 7:40pm, so I'll go home
0:35:05 > 0:35:12and I will try, on my Dryathalon January, to switch off.
0:35:12 > 0:35:15Right, bring it on, we're all ready.
0:35:17 > 0:35:18OK, night, night.
0:35:28 > 0:35:32Early next morning, Bev and her team reassemble at HQ,
0:35:32 > 0:35:34prepared for a busy day.
0:35:34 > 0:35:36I mean, it was windy last night, though, wasn't it?
0:35:36 > 0:35:39It blew my... I've got a problem with my bedroom window,
0:35:39 > 0:35:41cos it's not catching.
0:35:41 > 0:35:45Twice it goes, doosh! I was like, "Oh, my God!"
0:35:45 > 0:35:47PHONE DIALS
0:35:47 > 0:35:49- RECORDED VOICE:- 'You are entering the meeting.'
0:35:49 > 0:35:52It's time to find out what the damage is across the network.
0:35:52 > 0:35:54All right, now what I'd like to do is,
0:35:54 > 0:35:57I want to do a region-by-region update.
0:35:57 > 0:36:01Most worrying are the collapse of high voltage lines, or HVs,
0:36:01 > 0:36:04which can cut off power to whole communities.
0:36:04 > 0:36:06And Matt.
0:36:06 > 0:36:10In Feltham, we've got four HVs with 400 customers off.
0:36:10 > 0:36:13In Oxford, we've got no outstanding HVs.
0:36:13 > 0:36:17OK, that's great. Thanks, Matt. Steve?
0:36:17 > 0:36:23As we sit, we've got nine HVs currently with customers off supply.
0:36:23 > 0:36:27- And numbers of customers? - 694 customers.
0:36:27 > 0:36:30OK, thank you. OK, so it's a little bit different from what
0:36:30 > 0:36:32we've done before, but this is...
0:36:32 > 0:36:37If you remember, the feedback from customers from Christmas 2013 was,
0:36:37 > 0:36:40"We don't want updates every three hours."
0:36:40 > 0:36:43If a customer is going to be off for the majority of the day,
0:36:43 > 0:36:46I want to really be brave and tell them that, so they can make
0:36:46 > 0:36:49alternative arrangements and we can get the welfare out.
0:36:49 > 0:36:52The focus is on restore and then repair.
0:36:52 > 0:36:55Let's get these 2,300 customers back on as quickly as possible
0:36:55 > 0:36:58and let's keep them informed about what's going on.
0:36:58 > 0:37:00Good morning, you're through to Caroline
0:37:00 > 0:37:03at Southern Electric Power Distribution, how can I help you?
0:37:03 > 0:37:04It's a fault on our main network,
0:37:04 > 0:37:06so it will be affecting you as well there.
0:37:06 > 0:37:08I'm so sorry to cause an inconvenience
0:37:08 > 0:37:09to your work day, Martin.
0:37:09 > 0:37:13Officially, a loss of power becomes a power cut after three minutes...
0:37:13 > 0:37:15It's obviously quite annoying.
0:37:15 > 0:37:17Worst case, you're looking at four to six hours.
0:37:17 > 0:37:21..at which point, Ofgem penalties start to kick in.
0:37:21 > 0:37:25At the call centres, the lines are starting to buzz
0:37:25 > 0:37:27and the clock is ticking.
0:37:29 > 0:37:32We'll send out engineers to points on the network.
0:37:32 > 0:37:35What I'll do is try and reset the network section by section.
0:37:35 > 0:37:39Across the affected areas, engineers are mobilised.
0:37:39 > 0:37:42Most people just think that electricity comes through a cable
0:37:42 > 0:37:44in the ground to your house and that's it.
0:37:44 > 0:37:47John Ivy is the linesmen team manager
0:37:47 > 0:37:50covering this part of Hampshire and Sussex.
0:37:50 > 0:37:53- INTERVIEWER:- This is sort of badlands for electricity, isn't it?
0:37:53 > 0:37:55Those 60mph gusts inland will cause us a problem,
0:37:55 > 0:37:58but it's brought some lines down, so the guys have got to
0:37:58 > 0:37:59put the lines back up.
0:37:59 > 0:38:02There could be a lot of surface water where they're working,
0:38:02 > 0:38:04this could prove difficult.
0:38:07 > 0:38:11In most areas, electricity lines are looped so that power can be
0:38:11 > 0:38:15delivered from other directions when a cable is down, but for these
0:38:15 > 0:38:20rural customers on individual lines, there is simply no backup.
0:38:20 > 0:38:24- SATNAV:- 'You have reached your destination on your right.'
0:38:24 > 0:38:26There must be a padlock one there.
0:38:26 > 0:38:31Midhurst in Sussex has already been off for nine hours.
0:38:31 > 0:38:33Look, there's a tree on the line down there.
0:38:33 > 0:38:36This will snap that there.
0:38:36 > 0:38:40So once they've cut that, how long do we reckon?
0:38:40 > 0:38:42- Three, four hours, probably.- Jesus.
0:38:45 > 0:38:50After the storms of 2013, the company paid £2.3 million
0:38:50 > 0:38:53in compensation to customers who lost power.
0:38:53 > 0:38:55- MOBILE RINGS - They're going to be a few hours yet.
0:38:55 > 0:38:57- Hello, John Ivy. - 'Hi, John, it's Peter.'
0:38:57 > 0:39:00- Hi, Pete.- 'How you doing, you all right, mate?'- Very well.
0:39:00 > 0:39:04We've got a massive span here that dips down into like a valley.
0:39:04 > 0:39:07One of the wires has snapped out of the joint, but it's...
0:39:07 > 0:39:10You know the cross arms? It's twisted them on both poles
0:39:10 > 0:39:13so that's the line free now.
0:39:13 > 0:39:16John has to decide if it's worth the cost of a generator
0:39:16 > 0:39:19to get customers power back on more quickly.
0:39:19 > 0:39:23- In terms of the customer numbers off...- '43 customers. yeah.'
0:39:23 > 0:39:2643, so not all off of the same transformer?
0:39:26 > 0:39:29- 'No.'- Oh, so how many trans...
0:39:29 > 0:39:31Nine?
0:39:31 > 0:39:36Oh, God, quite a few, then. OK, cheers, bye.
0:39:36 > 0:39:40What you've got are 47 customers that are still off,
0:39:40 > 0:39:42but they're fed from nine different transformers...
0:39:42 > 0:39:45- MOBILE RINGS - ..so what you would have to do
0:39:45 > 0:39:48is connect a generator to each nine...
0:39:48 > 0:39:50Hi, Ross.
0:39:50 > 0:39:52If Pete goes with the wire, he'll be able to see, won't he?
0:39:52 > 0:39:54If Pete goes that way...
0:39:57 > 0:39:59Do you need a bit more?
0:39:59 > 0:40:01Leave it there.
0:40:01 > 0:40:02Three, two, one.
0:40:04 > 0:40:05Three, two, one.
0:40:07 > 0:40:09Three, two, one.
0:40:09 > 0:40:11He's got to do the same to that one down there, then, hasn't he?
0:40:11 > 0:40:14Cos the cross arms... Cross arm on that one?
0:40:18 > 0:40:20This one's not damaged, I'll change that one.
0:40:20 > 0:40:23- Yeah.- Ideally, I'd change all four, but...
0:40:23 > 0:40:25This is the pressures that you're under, you're under pressure
0:40:25 > 0:40:27with the time, you got to do the repair right,
0:40:27 > 0:40:30otherwise it's just... You're going to have a problem later on.
0:40:30 > 0:40:32The guys are up on the second pole now,
0:40:32 > 0:40:36so this one's connected in and the cross arm's back, so they're
0:40:36 > 0:40:40just going down to the second one now, so it'll be about two hours.
0:40:40 > 0:40:42People just think it's just putting a wire back up.
0:40:42 > 0:40:45You got to change the dishes, you got to put the cable back in,
0:40:45 > 0:40:48you got to do... You know, it's not a five-minute job.
0:40:49 > 0:40:52You'll come to one part and you'll say, "Oh, there's the damage,"
0:40:52 > 0:40:56and you'll think you found it but you must continue walking the line
0:40:56 > 0:40:59because there might be another one further down.
0:40:59 > 0:41:04What we've done, we've climbed the hill there, see that switch,
0:41:04 > 0:41:06that's where the emus are on guard.
0:41:06 > 0:41:08Two, they've left on guard,
0:41:08 > 0:41:11and they've just gone out for the day, it's quite amusing.
0:41:11 > 0:41:13Ponies, emus... See, we get it all!
0:41:13 > 0:41:17- Don't get that in west London, do you?- No, no.
0:41:19 > 0:41:20Good.
0:41:22 > 0:41:25Well done, mate, superb. Well done, guys.
0:41:25 > 0:41:29It's 2:00pm and Midhurst has got its power back.
0:41:30 > 0:41:33John is keen to give the good news in person.
0:41:36 > 0:41:38There's nobody in, but if you look through there,
0:41:38 > 0:41:41the lights have come on, so they've got power.
0:41:41 > 0:41:45Hi, Ross, John Ivy. That's all the customers back on now for Midhurst.
0:41:45 > 0:41:48We've knocked on a couple of doors and spoke to the customers.
0:41:48 > 0:41:51It's all back on. Thank you.
0:41:51 > 0:41:52Across the region,
0:41:52 > 0:41:55the linesmen have got the power back on in record time.
0:41:57 > 0:42:01- OK, so, not bad. - I know, it's good.- Not bad.
0:42:01 > 0:42:03I bet you were like me at home, keeping track of it.
0:42:03 > 0:42:07Honestly, I'm hopeless, I can't sleep through it at all.
0:42:07 > 0:42:12Although the company has still had to pay compensation to some customers,
0:42:12 > 0:42:14it's far less than the previous year
0:42:14 > 0:42:17and the fiasco of 2013 has been avoided.
0:42:23 > 0:42:26The storm may have been weathered, but two weeks later,
0:42:26 > 0:42:30dark clouds are gathering again for the energy company.
0:42:33 > 0:42:36The wholesale gas price has plummeted to a five-year low
0:42:36 > 0:42:40and the big six are under fire once again for not passing on
0:42:40 > 0:42:42the cuts to their customers.
0:42:42 > 0:42:45Today, E.ON became the first of the big six energy firms
0:42:45 > 0:42:48to cut its gas prices by 3.5%.
0:42:48 > 0:42:51OK, the phone lines are closed between 8:00 and 8:45.
0:42:51 > 0:42:54Four of the big six have cut their gas prices
0:42:54 > 0:42:58and SSE has little choice but to follow suit.
0:42:58 > 0:43:01Guys, you don't need to worry about getting yourselves logged on,
0:43:01 > 0:43:04etc, we've got loads of time this morning.
0:43:04 > 0:43:07The phones won't be touched till staff have been properly briefed.
0:43:07 > 0:43:10You're probably going to need a little seat, guys,
0:43:10 > 0:43:12cos we're going to be around half an hour.
0:43:12 > 0:43:16The media are saying that the cuts are too little, too late,
0:43:16 > 0:43:19and the team needs to have a consistent company line.
0:43:19 > 0:43:22We have announced a cut to our gas prices this morning,
0:43:22 > 0:43:24which is a really, really good news story, isn't it,
0:43:24 > 0:43:26- when you think about it, guys? - ALL:- Yes.
0:43:26 > 0:43:30Absolutely. So what that means is there's going to be £28 per year
0:43:30 > 0:43:32reduction on a typical gas bill.
0:43:32 > 0:43:35We are delighted to be cutting our bills for the second time in
0:43:35 > 0:43:3813 months, so that's a really good positive message to be giving
0:43:38 > 0:43:40to our customers, isn't it, when you think about it?
0:43:40 > 0:43:45And we're also guaranteeing these low prices until July 2016 at least
0:43:45 > 0:43:48and if we can cut again, we absolutely will, yeah?
0:43:48 > 0:43:51- Is everyone keeping up so far? - ALL:- Yeah.
0:43:51 > 0:43:53Yeah? Oh, fabulous, OK.
0:43:53 > 0:43:57We're also the only supplier to offer customers this additional
0:43:57 > 0:44:00peace of mind and it very much fits in with our model
0:44:00 > 0:44:03of treating our customers fairly.
0:44:03 > 0:44:05So what's your thoughts on that, then, guys?
0:44:05 > 0:44:07It's great. It's positive.
0:44:07 > 0:44:09Yeah?
0:44:09 > 0:44:12Isn't that amazing, when you think about it?
0:44:12 > 0:44:15Though prices are coming down, there's a catch.
0:44:15 > 0:44:18Some of the mechanics behind it is
0:44:18 > 0:44:23we're obviously cutting the customers in from the 30th of April.
0:44:23 > 0:44:27The cut won't come into effect until the spring...
0:44:27 > 0:44:29after the cold weather.
0:44:30 > 0:44:33If we can, I think what would be a great idea is
0:44:33 > 0:44:36putting escalation vests on this morning as well,
0:44:36 > 0:44:39so that we can make sure we're being consistent with our approach back.
0:44:39 > 0:44:41Fab, thanks, guys.
0:44:41 > 0:44:44The escalation team are there to help if telephone staff
0:44:44 > 0:44:46get asked awkward questions.
0:44:48 > 0:44:52Social media is already buzzing with the new price cuts.
0:44:53 > 0:44:55The first one is saying, "Yahoo!"
0:44:55 > 0:44:58Yahoo. So I'm just going to what...
0:44:58 > 0:45:02We do what we call tagging, so tagging this person and I'm clicking
0:45:02 > 0:45:06it as a positive sentiment, that's brilliant, that's great.
0:45:06 > 0:45:10But the next one is negative, so I'll go back to them.
0:45:10 > 0:45:11- INTERVIEWER:- What it's saying?
0:45:11 > 0:45:13"Saving £20 a year, whooo,
0:45:13 > 0:45:17"looking after themselves, not their customers."
0:45:17 > 0:45:21Morning, NC, just a reminder, if you've had your brief,
0:45:21 > 0:45:24if you can get online and available, that would be brilliant.
0:45:24 > 0:45:27We've got lots of customers waiting to speak to us, the phone lines
0:45:27 > 0:45:29are going to go live again in a wee minute, OK?
0:45:29 > 0:45:32All ready?
0:45:32 > 0:45:34Yay, thanks, guys.
0:45:34 > 0:45:39Good morning, you're through to Daniel at SSE, how can I help?
0:45:39 > 0:45:43Our prices have dropped and they will be dropped on 30th April.
0:45:43 > 0:45:46Saving 4.1% on a typical gas bill.
0:45:46 > 0:45:49- 'That's all right, that, isn't it?' - Yeah!
0:45:49 > 0:45:52And we've also agreed to keep that gas price and electric prices
0:45:52 > 0:45:54the same until July 2016 for you.
0:45:54 > 0:45:56Was there anything else that I could do for you today?
0:45:56 > 0:45:59'You've done everything you can for me, my love, thank you very much.'
0:45:59 > 0:46:01Lovely.
0:46:02 > 0:46:07Call centre staff are getting a positive response from customers.
0:46:07 > 0:46:09- INTERVIEWER:- So are you a happy bunny?
0:46:09 > 0:46:12Yes, I am, yeah.
0:46:12 > 0:46:15I'm away to put a wee high five on for my team for how well they've
0:46:15 > 0:46:19done this morning, so it seems to have pulled together well so far.
0:46:19 > 0:46:22And a big high five to you guys as well for organising it this morning.
0:46:22 > 0:46:26Woo, high five! OK, thanks very much, guys.
0:46:28 > 0:46:32It's been a hectic day for call centre staff
0:46:32 > 0:46:36and Chief Executive Alistair Phillips-Davies
0:46:36 > 0:46:38is on hand to show his appreciation.
0:46:38 > 0:46:40Hi, nice to meet you.
0:46:40 > 0:46:42Put your high five on, we're going to get a photograph taken,
0:46:42 > 0:46:45- Jess has come in with the photograph.- There you go.
0:46:45 > 0:46:48This is mainly because Dawn has been voted this month...
0:46:48 > 0:46:50Brilliant. Are you going to get a new reward for this,
0:46:50 > 0:46:52like a box of chocolates or something?
0:46:52 > 0:46:54- Yeah, hopefully.- Hopefully.
0:46:54 > 0:46:57But no matter how well the price cuts have been handled,
0:46:57 > 0:47:00they'll put an unexpected dent in Alistair's profits.
0:47:00 > 0:47:03- There you go, excellent.- Yay.
0:47:03 > 0:47:06Our issue is that, you know, we've bought a load of gas
0:47:06 > 0:47:09and other fuels now that are looking expensive and we, you know,
0:47:09 > 0:47:11we've got to weigh that loss for our customers.
0:47:11 > 0:47:13- INTERVIEWER:- And you say it's going to cost you 60 million,
0:47:13 > 0:47:15- is that right?- Yeah, it'll take a bit over 60 million
0:47:15 > 0:47:17off our income for next year.
0:47:17 > 0:47:19Presumably people would throw at you, if you could live without
0:47:19 > 0:47:22that 60 million, why weren't you living without that 60 million?
0:47:22 > 0:47:25Well, it's about the long-term health of our business,
0:47:25 > 0:47:29so how do we invest in the long-term health of our business, basically?
0:47:29 > 0:47:32We have to run a profitable business cos many people's pension funds
0:47:32 > 0:47:36are invested in it and, you know, again, you know, we're there
0:47:36 > 0:47:40paying wages for 20,000 people up and down the UK.
0:47:40 > 0:47:42We need to be able to do that,
0:47:42 > 0:47:46but sometimes you have to take a little bit of pain in that.
0:47:46 > 0:47:50Alistair's bottom line will take the hit, but he won't be alone.
0:47:52 > 0:47:56For all the big six, profits are under pressure across the board
0:47:56 > 0:47:59and not just from fluctuating prices.
0:47:59 > 0:48:03Government efforts to make us use less energy have been successful -
0:48:03 > 0:48:06it's down nearly 20% since 2000.
0:48:08 > 0:48:11This may be good news for the country as a whole, but if selling power
0:48:11 > 0:48:13is your business, it poses a problem.
0:48:16 > 0:48:18Thank you.
0:48:18 > 0:48:21As head of the company's retail business,
0:48:21 > 0:48:23it's a problem Will needs to address.
0:48:24 > 0:48:27I need to make sure I'm making the right profits to deliver
0:48:27 > 0:48:29the targets so I can actually invest in the business.
0:48:29 > 0:48:34I can try, as I have been trying, to be more engaging in our advertising
0:48:34 > 0:48:37and show the more emotionally attractive sides of energy,
0:48:37 > 0:48:39but that only goes so far.
0:48:39 > 0:48:40Thank you very much.
0:48:40 > 0:48:45The plan is to diversify and find alternative ways of generating income
0:48:45 > 0:48:49by selling us other products as well as energy.
0:48:49 > 0:48:52One of the challenges we have with having our new character is that
0:48:52 > 0:48:55she's very compelling, I'm talking about Maya here, our orang-utan,
0:48:55 > 0:48:58and therefore people basically look in wonderment at her,
0:48:58 > 0:49:01to the point actually sometimes they may not necessarily hear
0:49:01 > 0:49:03what we're saying.
0:49:03 > 0:49:07In her second appearance, Maya is going to be selling broadband.
0:49:08 > 0:49:11The central theme for the campaign will be lower, longer, more.
0:49:11 > 0:49:12And the voiceover says,
0:49:12 > 0:49:15"Are you searching for an energy company that offers great value,
0:49:15 > 0:49:19"one that keeps its prices lower...
0:49:19 > 0:49:21"freezes them for longer
0:49:21 > 0:49:25"and gives you more, with two years' free unlimited broadband?"
0:49:25 > 0:49:28When was the last time somebody gave two years' free broadband?
0:49:28 > 0:49:31It's market leading. On the back wall, we project our theme,
0:49:31 > 0:49:33"Lower, longer, more."
0:49:33 > 0:49:36The new Maya commercial won't come cheap
0:49:36 > 0:49:39and Will must make every penny count.
0:49:39 > 0:49:42I can't even see it from here and I'm staring at it.
0:49:42 > 0:49:44- They are bigger than that.- I don't think you could read the logo,
0:49:44 > 0:49:47you certainly can't read the website. A bit black and white,
0:49:47 > 0:49:50even though it's supposed to be in colour. I don't want to art direct
0:49:50 > 0:49:53the advertising, but I don't think it's particularly visually,
0:49:53 > 0:49:58you know, compelling in terms of the creative. It's dark...
0:49:58 > 0:50:01The copy should sort of talk about it's for all our customers,
0:50:01 > 0:50:03"If you'd like to be part of our family," or something,
0:50:03 > 0:50:07it's obviously where an invitation to join comes in.
0:50:07 > 0:50:10It's worth playing around with it, Steven. I just don't think
0:50:10 > 0:50:13the execution is nice, I think it doesn't feel sufficiently...
0:50:13 > 0:50:16I don't want, if you like... The brand launch was quite sort of
0:50:16 > 0:50:20beautifully done, it was very glossy, it was very emotional,
0:50:20 > 0:50:21which is good.
0:50:21 > 0:50:24This, I think, needs to be much more...
0:50:24 > 0:50:27I see like a giant "2" all over the place, you know, something much
0:50:27 > 0:50:30more, sort of... I think you both said it sounds a bit tacky,
0:50:30 > 0:50:33but something much more sort of sales promotional,
0:50:33 > 0:50:35- rather than just brandy.- OK.
0:50:35 > 0:50:37I would suggest.
0:50:37 > 0:50:39Thank you, Steven.
0:50:39 > 0:50:46If Will is to hit his targets, Maya needs to deliver...
0:50:46 > 0:50:48Did anyone make you aware, whoever it was going through
0:50:48 > 0:50:51the process with you, of our telephone and broadband packages?
0:50:51 > 0:50:53..and with less energy being used,
0:50:53 > 0:50:58call centre staff are also expected to sell, sell, sell.
0:50:58 > 0:51:01Are you aware that we do telephone and broadband?
0:51:01 > 0:51:05But since the mis-selling scandal of 2013,
0:51:05 > 0:51:08they no longer cold-call customers.
0:51:08 > 0:51:10Good morning, you're through to Hannah at SSE,
0:51:10 > 0:51:13thank you for holding, how can I help you today?
0:51:13 > 0:51:16They wait for customers to call in with a problem.
0:51:16 > 0:51:19Just to mention to yourself a few things that we do have to offer
0:51:19 > 0:51:22and hopefully save you a bit of money, but did you know that
0:51:22 > 0:51:25we do provide boiler cover as well?
0:51:25 > 0:51:28The customer service and marketing departments are now
0:51:28 > 0:51:30effectively one and the same.
0:51:30 > 0:51:33Did you want to get some prices and so forth to see what we can do
0:51:33 > 0:51:35for your boiler cover?
0:51:35 > 0:51:38We have a system called Sat-Nav, which pretty much just...
0:51:38 > 0:51:40When you put their account number in, it gives you options
0:51:40 > 0:51:43that you can ask the customer about, things to offer.
0:51:43 > 0:51:46Is there anything else that I can help you with at all?
0:51:46 > 0:51:47No?
0:51:47 > 0:51:49That does help you out to go back,
0:51:49 > 0:51:52"Oh, yeah, did you know that we do this, did you know that we do that?"
0:51:52 > 0:51:54When was the last time it was serviced?
0:51:54 > 0:51:57'I wouldn't know, cos I've only been in here since October.'
0:51:57 > 0:51:59Oh, right, since October.
0:51:59 > 0:52:01We're not salespeople, we're just giving them an option to say that
0:52:01 > 0:52:03there is other things that we do do.
0:52:03 > 0:52:05And why not grow the business?
0:52:05 > 0:52:08I mean, we are a business, we're here to make money, aren't we?
0:52:08 > 0:52:10So it's one of them things.
0:52:10 > 0:52:13When you've sorted it all out and everything, just keep us in mind
0:52:13 > 0:52:15because, you know, I mean, we might sort you out with a good deal.
0:52:15 > 0:52:19I'm just going to work out for you roughly how much your bill will be
0:52:19 > 0:52:22and, if you like, I can see if there's any other ways at all
0:52:22 > 0:52:25we can save you any money on your account while I've got you.
0:52:25 > 0:52:27- Do you have access to the internet at all?- 'No, love.'
0:52:27 > 0:52:30You don't. OK, no, that's absolutely fine.
0:52:30 > 0:52:32Talk of broadband, shield,
0:52:32 > 0:52:36anything that you have to, like, kind of sign yourself into,
0:52:36 > 0:52:39they're all scripted, it's an actual script that you have to
0:52:39 > 0:52:41run through bit by bit.
0:52:41 > 0:52:44So you get £100 worth of shopping vouchers in with the tariff as well.
0:52:44 > 0:52:46'I'll stick as I am, love.'
0:52:46 > 0:52:49I find it really difficult to bring it across without sounding
0:52:49 > 0:52:53really sales-y, like, "Oh, by the way, did you hear about this?"
0:52:56 > 0:53:00For Head of Call Centres Tracey Costley and her teams,
0:53:00 > 0:53:04integrating sales and customer service is a challenge.
0:53:04 > 0:53:07I hate being tagged onto the back of a normal call,
0:53:07 > 0:53:10someone trying to do something more with me, so we're really careful
0:53:10 > 0:53:13the way it doesn't... We don't want it to sound like that,
0:53:13 > 0:53:17cos it's awful, so if at the right time, right in the middle
0:53:17 > 0:53:20of the call, not at the end of the call, they'll say, "We might have
0:53:20 > 0:53:22"something to talk about later with you, is that OK?
0:53:22 > 0:53:24"We might be able to save you some money?"
0:53:24 > 0:53:26So they sort of ask for the customer's permission,
0:53:26 > 0:53:30cos if you don't ask for permission, it's really irritating.
0:53:30 > 0:53:32I don't feel like we've got many here today,
0:53:32 > 0:53:35it doesn't feel like we've got many here today.
0:53:35 > 0:53:39Today Tracey's hosting a "Lunch and Learn" for her troops.
0:53:39 > 0:53:41Good morning, good morning, everyone.
0:53:41 > 0:53:44Good afternoon, actually, how are we all?
0:53:44 > 0:53:46All right, good, we're a bit short today...
0:53:46 > 0:53:49And while they're lunching, the teams will be learning
0:53:49 > 0:53:52whether their hard work on customer service has paid off.
0:53:53 > 0:53:58Results of the latest external satisfaction survey are in.
0:53:58 > 0:54:01How do you feel that we've done as a customer service
0:54:01 > 0:54:03and sales organisation?
0:54:03 > 0:54:08If you feel that we've done better than last year, put your hand up.
0:54:11 > 0:54:13OK, thanks, Andy.
0:54:13 > 0:54:18Who thinks we've done better on complaints this year than last year?
0:54:18 > 0:54:20OK, yeah.
0:54:20 > 0:54:22You're right, OK.
0:54:22 > 0:54:25Who thinks we've done better around telephones this year,
0:54:25 > 0:54:27answering phones, than last year?
0:54:29 > 0:54:32It's really interesting, there's a few, you're right, OK.
0:54:32 > 0:54:36I'm going to show you how we've done externally for the last 12 months
0:54:36 > 0:54:40and you might be surprised, apart from one of you, all right?
0:54:42 > 0:54:44Five out of six consumer groups
0:54:44 > 0:54:48have put SSE number one for customer services.
0:54:48 > 0:54:52I just need to make sure everyone knows how we've done.
0:54:52 > 0:54:55Brilliant, bloody brilliant, right? This is really good stuff.
0:54:55 > 0:54:58So, my lovely service team, you've done better
0:54:58 > 0:55:00and that's really bloody good.
0:55:00 > 0:55:05After a tough year, it's a result for Tracey and her teams.
0:55:05 > 0:55:07Right, we're going to love and leave you.
0:55:07 > 0:55:10Thank you very much, guys, thank you.
0:55:12 > 0:55:14If we can make a customer go, "Do you know what?
0:55:14 > 0:55:19"I'd rather be with a company that looks after us for £2 a month more
0:55:19 > 0:55:23"than be with a company that doesn't," then maybe that's us.
0:55:23 > 0:55:25Maybe that's us.
0:55:25 > 0:55:27I'd like to think it is.
0:55:32 > 0:55:36It's 7:00am on the day the company's yearly profits are announced.
0:55:38 > 0:55:42It's a big story and Chief Executive Alistair Phillips-Davies
0:55:42 > 0:55:44is doing the rounds of news studios.
0:55:44 > 0:55:47What time does the BBC breakfast go out, 7:50?
0:55:47 > 0:55:50Yeah, 7:50.
0:55:50 > 0:55:53Right, OK, that's cool.
0:55:53 > 0:55:56Higher profits are a double-edged sword for Alistair.
0:55:56 > 0:55:58Shareholders will be pleased,
0:55:58 > 0:56:01but he's likely to get a roasting in the media.
0:56:01 > 0:56:04- INTERVIEWER:- What do you expect from the media this morning?
0:56:04 > 0:56:07What do I expect? Er...
0:56:07 > 0:56:11Well, I'm sure they'll be interested in results and profits,
0:56:11 > 0:56:13they always are.
0:56:13 > 0:56:15I'm not sure I'm going to make people love the energy sector,
0:56:15 > 0:56:19I'm not really... I'm not like the rock star getting on stage here
0:56:19 > 0:56:23and, you know, hitting the first chord of a great song.
0:56:23 > 0:56:27One, two, three, four, five.
0:56:27 > 0:56:29It's Alistair Phillips-Davies, yes.
0:56:29 > 0:56:33End-of-year figures show that Will's Maya ad campaign
0:56:33 > 0:56:35and the hard work of the sales teams have paid off.
0:56:37 > 0:56:42Profits in the all-important retail sector are up 40%.
0:56:42 > 0:56:44I think it's been a mixed bag
0:56:44 > 0:56:46in what's been a pretty challenging year.
0:56:46 > 0:56:51'Let me ask you then, retail operating profits up by almost 40%,
0:56:51 > 0:56:54'wholesale gas prices down 17% year on year,
0:56:54 > 0:56:57'these numbers are going to surprise people, aren't they?'
0:56:57 > 0:57:01Well, for us, retail profits are up on last year,
0:57:01 > 0:57:05but actually, they've just got back to the level they were in '12-13.
0:57:05 > 0:57:08- INTERVIEWER:- So, come on, give us the post-match analysis.
0:57:08 > 0:57:09Well, it's for somebody else to say,
0:57:09 > 0:57:13I don't like marking my own homework generally, so... But I'm not sure
0:57:13 > 0:57:17we're wildly doing different things that we were never doing before,
0:57:17 > 0:57:19but I think we spend a bit more time communicating it now,
0:57:19 > 0:57:22or worrying about how we put that message across.
0:57:22 > 0:57:27People were definitely more sceptical and aggressive a year,
0:57:27 > 0:57:2918 months ago and maybe they had a right to do that,
0:57:29 > 0:57:32but hopefully we've earned the right to have a better hearing.
0:57:32 > 0:57:36By the time I get home at 8:30 tonight, I'll...
0:57:36 > 0:57:39I'll crack open a pint...
0:57:39 > 0:57:42In reality, it'll probably be a glass of wine.
0:58:16 > 0:58:18Try putting together your own power grid
0:58:18 > 0:58:22with the Open University's "Power My Postcode" interactive tool.
0:58:22 > 0:58:26Go to bbc.co.uk/powertothepeople and follow the links.