Meet the expert members that make up our new Customer Engagement Group (CEG).
Our regulator, Ofgem, requires all distribution network operators to set up a CEG to scrutinise our next Business Plan for the regulatory period 2023-2028 and the processes by which it is built. The CEG will have the ability to challenge us on our priorities, proposed outputs and expenditure; approach to sustainability, resilience and innovation; our transition to become a Distribution System Operator; stakeholder engagement processes; and support for vulnerable customers, for example.
Its key output is to produce an independent report for Ofgem that will sit alongside our Business Plan and outline any areas of agreement and disagreement.
Duncan is passionate about representing and achieving the very best outcomes for customers, and has spent his thirty year career in a variety of executive, customer-facing roles. In late 2016 he was appointed as Chief Executive of the multi award winning fuel poverty charity, YES Energy Solutions CIC, after he was attracted to the company's strong social purpose to address fuel poverty and reduce the impacts of climate change.
Lucy co-founded EQ Communications, a community relations and stakeholder engagement consultancy, in 2017. She specialises in the development, transport, infrastructure and energy sectors and has planned and implemented programmes of stakeholder engagement on behalf of numerous companies involved in the regulated water, gas and electricity sectors supporting the development of their Business Plans.
Martin is the Managing Director of 4D Economics who independently consult on the future of the energy sector and more broadly; regulation, innovation and infrastructure.
Martin is particularly interested in enabling digital and business model innovation and in aligning the interests of infrastructure investors with those of customers.
A former Senior Partner at Ofgem, Martin was responsible for improving regulation, overseeing Ofgem’s horizon scanning and sustainability work, its Chief Economist’s office and Innovation Link and Enforcement function.
He is an external member of Ofwat’s price review programme board, non-executive director of Heat Customer Protection Limited – which operates the Heat Trust scheme – and Principal Research Associate for energy markets at University College London.
Core expertise: Energy system transition (DSO), Ability to review outputs and associated expenditure, Price control/business planning process experience.
Matthew is an independent consultant and Chair of Energy Capital West Midlands. Energy Capital is a public-private partnership responsible to the Mayor of the West Midlands for delivering the West Midlands Regional Energy Strategy.
Matthew’s career spans energy, manufacturing and management consultancy. From 2003 to 2017 he founded and led an engineering and building physics consultancy specialising in low carbon innovation, developing and delivering collaborative projects at the leading edge of the energy system transition, particularly in housing and community contexts. He’s a Board member of the Greater Birmingham and Solihull Local Enterprise Partnership and the Sustainable Housing Action Partnership.
Matthew trained in engineering, economics and management at Oxford University. He’s a Fellow of the Institution of Engineering and Technology and an Honorary Research Fellow in Energy Policy at Exeter University.
Core expertise: Energy system transition (DSO), Innovation, Sustainability, Regional outlook/local issues, Local Government, Combined Authorities or LEPs.
Merlin is the Chief Executive of Regen whose mission is to transform the world’s energy systems for a zero carbon future.
Merlin is a passionate advocate of a smart, decentralised, low carbon energy system based on renewable energy. He is an influential figure shaping public policy, sitting on leading forums such as the BEIS (Department for Business, Energy and Industrial Strategy) and Ofgem Smart Systems Forum.
Merlin was previously director of the Environmental Industries Commission, where he worked in Whitehall and Westminster to ensure government support for British companies, enabling them to succeed in the rapidly growing worldwide market for low-carbon products and services.
Core expertise: Innovation, Distributed Generation, Community Energy and non-traditional business models, Sustainability.
Miranda is a highly experienced project manager, director and market research practitioner with a wide range of industry expertise, including; water, energy, environmental, transport, finance and construction.
During her time as a Director of the market research agency Accent, she managed and directed over 500 projects, with her main focus being upon utilities sector research. Since leaving to become an Independent Consultant in 2016, she has continued to focus on research in the utilities sector, but has also broadened her portfolio to include finance and construction, as well as increasing her knowledge of the range of new technologies and approaches to undertaking research.
Her extensive research skills - in particular willingness to pay, prioritisation, new product development, attitudinal and satisfaction research – encompasses the full range of research methodologies.
She is a member of the Market Research Society.
Core expertise: Stakeholder engagement, Research (incl. digital inclusion), Needs of current and future generations.
Pamela is a Non-Executive Director and Executive Coach with 15 years’ experience in the energy sector.
A former Director at FTI Consulting and Ofgem, she understands the context and challenges facing leaders, organisations and regulated sectors and helps transform thinking and ways of working to deliver results for both individuals and organisations.
Pamela works with leaders and boards to develop business strategies, manage risk and compliance, influence policy and regulation and promote organisations externally. She runs an executive coaching practice to support leaders in the next step of their careers. She chairs the Energy Switch Guarantee and the Green Gas Certification Scheme’s Compliance Committee.
As such, Pamela is widely recognised for her knowledge and experience in the energy sector and brings significant experience in challenging proposals to the group.
Core expertise: Energy system transition (DSO), Innovation, Distributed Generation, Price control/business planning process experience, Technical understanding of energy distribution and the regulatory framework.
Simon is the Chief Executive of the national charity the Centre for Sustainable Energy (CSE). He has been helping people; organisations and policy-makers develop effective responses to the threat of climate change and the misery of cold homes for more than 30 years.
He is a specialist advisor to government, academic and industry bodies - including Ofgem and the Department of Business, Energy and Industrial Strategy (BEIS).
Simon’s expertise includes: policy design, the social impacts of energy policy, smart meters and smart energy systems, community and public engagement with energy issues, fuel poverty policy and practice, social initiatives in the energy industry, low carbon network regulatory policy, financing of sustainable energy and local authority energy strategy and practice.
Simon is the chair of the board of renewable energy company Thrive Renewables Plc (formerly known as Triodos Renewables) and a Non-executive Director of Bristol Green Capital Partnership CIC.
Core expertise: Environment (including decarbonisation), Vulnerable customers, Fuel poverty, Stakeholder engagement.
Caroline works at Citizens Advice in the Energy Networks and Systems team as the lead liaison with the six monopoly Electricity Distribution Network Operators (DNOs). She has a wide range of expertise including consumer vulnerability, strategy, finance and risk management and has a particular interest in the transition of DNOs to Distribution System Operators (DSOs).
She started work at Citizens Advice in North & West Kent (CANWK) in 2006 as a volunteer adviser and later became a staff member in a number of roles including benefits and debt adviser, trainer, and Development Manager.
Prior to her Citizens Advice career, Caroline worked for a decade as a Credit Manager in the investment banking industry.
Core expertise: Ability to review outputs and associated expenditure, Price control/business planning process experience, customer service/consumer representation.
Building on 25 plus years’ experience in energy markets and regulation, David now provides independent advice, insight and knowledge into global and domestic energy markets and energy change policies. As the Senior Energy and Climate Change Executive at the Chemical Industries Association, David seeks to ensure a fair and internationally competitive energy market with proactive regulatory policy that meets decarbonisation and clean air targets for future generations.
David has wide-ranging experience of customer and stakeholder engagement and his areas of expertise include; energy and climate change policy, regulatory network funding and licensing arrangements, power generation, transmission and distribution arrangements and asset health investment strategies.
Core expertise: Resilience, Major users, Electricity transmission.
Felicity is a Partner at Everoze, where she set up the energy storage service line, providing strategy, technical due diligence and procurement support to the stationary battery sector.
She takes particular interest in new energy business models and revenue-stacking for distributed asset portfolios.
Felicity was previously Strategy Manager for international engineering consultancy DNV GL, and has served as chair of the World Energy Council storage knowledge network.
She is a Trustee of the Centre for Sustainable Energy (CSE) and an Advisory Group member for the University of Exeter’s iGov2 programme on energy system change.
Core expertise: Energy system transition (DSO), Community Energy and non-traditional business models, Energy storage, Low carbon technologies e.g. electric vehicles.
James Heappey MP
James is the Member of Parliament (MP) for the Wells Constituency in Somerset and has held this position since May 2015.
He was elected as Chairman of the Parliamentary Renewable and Sustainable Energy Group (PRASEG) - a cross-party group for MP's businesses, think tanks and NGO's who are keen to promote and discuss sustainable energy issues in Parliament - in 2018, following his extensive work on clean energy in Westminster where he is now regarded as one of the leading contributors to future energy policy.
He is also the Chair of the All Party Parliamentary (APPG) for the UK Events Industry and has served on the House of Commons' Energy and Climate Change Select Committee.
Core expertise: Regional outlook/local issues Resilience, Future energy scenarios, Sustainability, Environment (incl. decarbonisation).
Ian is a dynamic and successful executive with over 25 years’ experience in the energy and utility industry. He has a strong track record of transforming corporate strategies and driving business performance and cultural change.
He has experience of working with national governments, global industry, local governments, non-governmental organisations and the general public.
Ian has expert knowledge of power generation, transmission, distribution and renewables and is a significant contributor to future energy scenarios.
Ian sits on the Advisory Board of the Energy and Utility Forum and is an elected member of the Executive Council for Parliamentary Group for Energy Studies.
Core expertise: Community Energy and non-traditional business models, Future energy scenarios, Major users, Wider utilities sector (e.g. gas/water).
Jocelyn is a highly experienced customer experience transformation leader and Board level Commercial Director.
She has successfully delivered customer-centric strategic change and led commercial operations and corporate affairs in private companies, publicly funded organisations and multi-nationals, including E.ON and National Grid.
As Customer Experience Director at National Grid, she established and developed the customer experience transformation (organization, strategy, process, culture) fundamental to National Grid’s strategic goals.
Jocelyn has a proven record in effectively challenging on behalf of energy customers and strives to ensure customer and stakeholder voices are always represented.
Core expertise: Resilience, Vulnerable customers, Regional outlook/local issues, Local Government, Combined Authorities or LEPs, Electricity transmission, Customer service/consumer representation.
Lesley is a strong customer advocate and has proven experience of influencing decisions and outcomes for customers.
A senior regulatory leader and former Head of Commercial Regulation at E.ON, she has helped shape government and regulatory policy and has implemented complex regulatory change across the energy market in both Great Britain and the EU.
Lesley has over 20 years’ experience in the energy sector and throughout her career has built a strong reputation for fairness and integrity.
Her areas of expertise include; regulatory policy, change and governance, stakeholder management, customer advocacy, due diligence and business integration.
Core expertise: Energy supply, Price control/business planning process experience, Technical understanding of energy distribution and the regulatory framework.
Lewis Shand Smith
Lewis Shand Smith is leading a number of projects designed to raise standards and provide access to justice through alternative dispute resolution in several key areas. An expert in the worlds of regulation and ombudsman schemes, he is also a qualified mediator. From 2009 until 2018 he was Chief Executive and Chief Ombudsman of Ombudsman Services (OS). He was founding President of NEON, the European National Energy Ombudsman Network, and is a past Chair of the Ombudsman Association.
He was Deputy Ombudsman and a member of the Executive Board at the Scottish Public Services Ombudsman (SPSO) 2002-2007.
He is a priest in the Scottish Episcopal Church, has served congregations in Motherwell, Shetland and Dumfries and was a Canon of St Andrew’s Cathedral in Aberdeen.
From 1990 to 1999 Lewis was a member of Shetland Islands Council, becoming Convener/Leader in 1994. He has served as a non-executive director or trustee with a number of companies and charities. He is a former Vice President of the Convention of Scottish Local Authorities, was a member of the Executive of the Scottish Constitutional Convention, and represented the UK on the European Committee of the Regions.
Core expertise: Stakeholder engagement, Regional outlook/local issues, Ability to review outputs and associated expenditure, Customer service/consumer representation.