The power of accountability in the energy sector.
We are in the middle of a green industrial revolution - and the energy sector is leading the charge.
In 2019, the UK enshrined within law its target to reach net zero by 2050, holding the government and industry accountable for achieving the new energy transition. With over 80% of emissions¹ still resulting from burning fossil fuels for energy use in 2023, the energy transition remains a vital step for the UK. And the benefits extend far beyond tackling climate change.
The government expects clean power to “unlock £40 billion of investment a year and reindustrialise Britain with thousands of skilled jobs across the country.” Implementing the new energy transition will boost economies locally and nationally, creating jobs as the UK reduces its reliance on energy imports by investing in more homegrown power. This will also protect energy consumers from international market disruptions, improving national energy security to give the UK greater control over its energy prices.
Why accountability matters.
Accountability is a key mechanism for effective collaboration. It provides the framework for all parties to leverage their expertise and work towards their common interests. At its most basic level, accountability is ensuring that actions have consequences by holding commitments to account. This protects individual interests to build a reliable foundation for co-operation between different groups.
To achieve the new energy transition and meet the UK’s net zero commitments, we need to take action at pace. This is only possible with a co-ordinated collaboration between industry and policy.
The private sector is projected to supply around 70% of the total investment required to meet net zero². So, it’s vital that the right policy framework is in place, holding industry to account and empowering them to invest in change.
Accountability in the energy sector.
UK energy is a regulated industry, demonstrating accountability in action. Ofgem, the independent energy regulator, works with government, industry, and consumer groups to maintain accountability for delivering the energy transition at the lowest cost to consumers. This accountability creates transparency within the industry that drives competitive excellence, while enabling energy companies, like E.ON Next, to act within a stable policy framework that benefits our customers.
Accountability is also a two-way street. Being a regulated industry means we have a close relationship to UK energy and climate policy. This empowers us to use our insight and expertise to lobby the government for policy changes that will benefit our customers and help accelerate the energy transition.
Building a culture of accountability.
At E.ON Next, we’re taking things a step further and building a culture of accountability. As playmakers of the energy industry, it’s on us to make new energy work for everyone. That means every Nextie - from our Energy Specialists to our CEO - is responsible for doing their bit to make the energy transition accessible to our customers. How we operate as a business is vitally important for helping to bring our customers along with us and leave nobody behind in the energy transition.
Collaboration doesn’t end at the industry level. With so many incredible teams working hard across the business, effective collaboration is vital to delivering our goals. That’s why we’re empowering Nextie’s across the business with specialist training through our Expert pathways, and leadership programmes like Women in Leadership, to equip them with the skills to lead by example.
Accountability shouldn’t be a culture of blame. It’s about stepping up to meet challenges and delivering our best efforts on behalf of our customers. It’s a fact of life, that things don’t always go to plan, but by holding ourselves accountable we are always looking for opportunities to improve, or finding solutions fast when we don’t quite get it right.
And we have the results to show it.
Today over 80% of interactions result in a happy customer, an uplift of 17% over the last two years.
Our complaints volume levels continue to fall³.
Our Winter Affordability Scheme won Best Vulnerable Customer Support Initiative at the 2024 Collections & Vulnerability Awards.
93.7% of our customers' smart meters are operating in smart mode, leading among most suppliers.
As of 2025 our customers now rate us an Excellent 4.5 on Trustpilot - an all time high.
Our customers are at the heart of everything we do at E.ON Next, which is why we believe the new energy transition should be accessible for all. And when you believe in what you’re doing - accountability comes easily.
1 https://www.deloitte.com/uk/en/Industries/energy/analysis/uk-energy-transition.html
2 https://www.energy-uk.org.uk/publications/energy-matters-in-politics/