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Ombudsman Services ‘should prepare for more analysis’

Ombudsman Services: Energy (OSE) received a mixed scorecard in a report by Lucerna for regulator Ofgem.
The report noted that OSE had to manage a 71% hike in cases between 2012/13 and 2013/14 and that caused a dip in performance. The watchdog had restored its own performance level but Lucerna was concerned that it had not prepared for a change to “fewer, harder cases” over the coming years, as particular issues causing the spike in relatively simple  cases were resolved.

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