Throughout my working life I have focussed on how to ensure that critical systems and services really delivers for the customer at the end of the network. With a background stemming offshore gas storage, energy distribution and retail, I have led commercial, policy and operational delivery functions and in all roles have advocated for and championed change that makes a difference, removing detriment, and improving outcomes. Sometimes well intended but fundamentally flawed decisions are made because customer impacts and behaviours aren’t properly understood, and this is something that I have always tried to address. I set up and lead the Fuel Bank Foundation – a food bank but for crisis energy rather than emergency food. Though this we have helped over a 2m people since launch nine years ago across a network of over 850 ‘Fuel Banks’, providing crisis help to get the lights and heating back on again, and to then use this as an enabler for the advice and guidance we give to land and be followed through. As a non-exec consumer advocate, I provide guidance, counsel and challenge across the sector, driving for enhanced outcomes and the removal of detriment across both water and energy, providing consumer advice and wider commentary across the media. I chair the Energy Switch Guarantee, and am a member of SP Energy Networks Independent Net Zero Advisory Council. I also independently chair the Scottish Government’s Fuel Poverty Advisory Panel, providing advice to ministers around the delivery of their poverty plans and targets.