The new Chief Executive of MOSL, Chris Scoggins, told delegates during his first public speech at the Consumer Council for Water’s Customer Matters meeting in 2017 that one of his priorities was to put customers more plainly at the centre of the market operator’s reporting.

He explained that around 53,000 SPIDS had switched since 1st April 2017, but observed: “We need to talk about customers more than supply points”. Translating SPID switch reporting into “precise numbers of customers” to make market performance more transparent and accessible is a priority on his to-do list. Scoggins estimated the current number of 53,000 SPIDs translates to approximately 12,000 organisations having changed supplier.

Along with “transparency” as a theme, Scoggins touched on “teamwork”, focusing on wholesalers, retailers and MOSL communicating and working together well for the good of the market, and “trust” which included customer trust in the market, and market trust in MOSL.