Our Story
Smarter Together was created to make regulation feel less daunting—and operations easier to run. Our founder, Andy, has spent 20+ years designing and delivering customer-centric strategies and operational transformations across financial services and utilities, combining hands-on delivery with a focus on practical outcomes.
After leading large-scale customer operations and complaints environments—including building centres of excellence, reducing reportable complaints, and improving customer and colleague experience—Andy saw the same challenge repeat: newly regulated consumer businesses often need clear, usable guidance that translates rules into day-to-day ways of working. That insight inspired Smarter Together: straightforward, fit-for-purpose templates, playbooks and advisory support that help businesses meet regulatory expectations while transforming customer operations.
Today, our team brings deep, real-world experience from energy suppliers, telecoms providers, and both the Energy and Communications Ombudsman services. We understand what “good” looks like from the inside—across customer service, complaints, quality, governance and performance—so we can help you move quickly from intent to execution, with confidence.
Our Story
Smarter Together was created to make regulation feel less daunting—and operations easier to run. Our founder, Andy, has spent 20+ years designing and delivering customer-centric strategies and operational transformations across financial services and utilities, combining hands-on delivery with a focus on practical outcomes.
After leading large-scale customer operations and complaints environments—including building centres of excellence, reducing reportable complaints, and improving customer and colleague experience—Andy saw the same challenge repeat: newly regulated consumer businesses often need clear, usable guidance that translates rules into day-to-day ways of working. That insight inspired Smarter Together: straightforward, fit-for-purpose templates, playbooks and advisory support that help businesses meet regulatory expectations while transforming customer operations.
Today, our team brings deep, real-world experience from energy suppliers, telecoms providers, and both the Energy and Communications Ombudsman services. We understand what “good” looks like from the inside—across customer service, complaints, quality, governance and performance—so we can help you move quickly from intent to execution, with confidence.
Our Story
Smarter Together was created to make regulation feel less daunting—and operations easier to run. Our founder, Andy, has spent 20+ years designing and delivering customer-centric strategies and operational transformations across financial services and utilities, combining hands-on delivery with a focus on practical outcomes.
After leading large-scale customer operations and complaints environments—including building centres of excellence, reducing reportable complaints, and improving customer and colleague experience—Andy saw the same challenge repeat: newly regulated consumer businesses often need clear, usable guidance that translates rules into day-to-day ways of working. That insight inspired Smarter Together: straightforward, fit-for-purpose templates, playbooks and advisory support that help businesses meet regulatory expectations while transforming customer operations.
Today, our team brings deep, real-world experience from energy suppliers, telecoms providers, and both the Energy and Communications Ombudsman services. We understand what “good” looks like from the inside—across customer service, complaints, quality, governance and performance—so we can help you move quickly from intent to execution, with confidence.
Team
Meet the Team
Experienced regulatory specialists dedicated to helping heat network operators turn complex regulations into clear, practical action.
Aggie
Hi I'm Aggie, If you need assistance with resolving complex issues, improving stakeholder relationships, or enhancing compliance and operational outcomes, I would love to lend a hand. With over 15 years of experience in financial services, ADR, and regulated environments, I bring a diverse set of skills that can tackle your most challenging problems. My approach integrates behavioural insights, regulatory knowledge, and commercial sensibility to uncover the root causes of issues, beyond what is visible in data or policy. I am eager to collaborate and help your organisation achieve outstanding results.
Core skills:
Regulatory Awareness
Data led insight
Process improvement
Andy
Founder
Hi I’m Andy, founder of Smarter Together Consulting. I've spent my career helping regulated organisations achieve compliance whilst improving customer metrics and brand reputation, regardless of the challenge faced. At Smarter Together we focus on bringing our teams skills in the most accessible way to small and medium sized businesses to improve results and regulatory performance.
We are here to help you with gaining clarity, improving customer outcomes, reducing complaints and helping to develop your systems, capabilities and team to excel in your field, whatever challenge you face.
Core skills:
Translating regulation into delivery
Customer Operations Leadership
Transformation
Andrea
Hi, I’m Andrea. With over 20 years’ experience in the energy sector and regulated environments — including extensive Ombudsman work — I’ve developed a practical understanding of what fair, effective, and compliant operations look like day to day.
I’m passionate about turning regulatory requirements into clear, workable processes that actually make sense in practice. My background in complex investigations, complaint resolution, stakeholder engagement, performance reporting, and service improvement helps organisations spot risks early, strengthen governance, and deliver consistently positive customer experiences.
I take a collaborative, down‑to‑earth approach, working alongside teams to solve problems, boost performance, and build confidence and efficiency in compliant ways of working.
Core skills:
Regulatory Compliance & Complaint Resolution
Stakeholder & Partner Relationship Management
Data‑Led Insight, Reporting & Service Improvement
Jayne
Hi, I’m Jayne. I’m a seasoned service improvement and operational leader with over 15 years’ experience in customer complaint handling across regulated sectors. I’ve led service improvement and assurance programmes within the Energy Ombudsman, with a strong focus on fairness, transparency and customer confidence. I specialise in translating complex regulatory requirements into clear, practical processes that work in real operations. My focus is on helping organisations build proportionate, compliant systems that are well-governed and deliver fair, consistent outcomes for customers.
Core skills:
Complaint Quality & Assurance
Customer Service/Customer vulnerability
Service Improvement
Team
Meet the Team
Experienced regulatory specialists dedicated to helping heat network operators turn complex regulations into clear, practical action.
Aggie
Hi I'm Aggie, If you need assistance with resolving complex issues, improving stakeholder relationships, or enhancing compliance and operational outcomes, I would love to lend a hand. With over 15 years of experience in financial services, ADR, and regulated environments, I bring a diverse set of skills that can tackle your most challenging problems. My approach integrates behavioural insights, regulatory knowledge, and commercial sensibility to uncover the root causes of issues, beyond what is visible in data or policy. I am eager to collaborate and help your organisation achieve outstanding results.
Core skills:
Regulatory Awareness
Data led insight
Process improvement
Andy
Founder
Hi I’m Andy, founder of Smarter Together Consulting. I've spent my career helping regulated organisations achieve compliance whilst improving customer metrics and brand reputation, regardless of the challenge faced. At Smarter Together we focus on bringing our teams skills in the most accessible way to small and medium sized businesses to improve results and regulatory performance.
We are here to help you with gaining clarity, improving customer outcomes, reducing complaints and helping to develop your systems, capabilities and team to excel in your field, whatever challenge you face.
Core skills:
Translating regulation into delivery
Customer Operations Leadership
Transformation
Andrea
Hi, I’m Andrea. With over 20 years’ experience in the energy sector and regulated environments — including extensive Ombudsman work — I’ve developed a practical understanding of what fair, effective, and compliant operations look like day to day.
I’m passionate about turning regulatory requirements into clear, workable processes that actually make sense in practice. My background in complex investigations, complaint resolution, stakeholder engagement, performance reporting, and service improvement helps organisations spot risks early, strengthen governance, and deliver consistently positive customer experiences.
I take a collaborative, down‑to‑earth approach, working alongside teams to solve problems, boost performance, and build confidence and efficiency in compliant ways of working.
Core skills:
Regulatory Compliance & Complaint Resolution
Stakeholder & Partner Relationship Management
Data‑Led Insight, Reporting & Service Improvement
Jayne
Hi, I’m Jayne. I’m a seasoned service improvement and operational leader with over 15 years’ experience in customer complaint handling across regulated sectors. I’ve led service improvement and assurance programmes within the Energy Ombudsman, with a strong focus on fairness, transparency and customer confidence. I specialise in translating complex regulatory requirements into clear, practical processes that work in real operations. My focus is on helping organisations build proportionate, compliant systems that are well-governed and deliver fair, consistent outcomes for customers.
Core skills:
Complaint Quality & Assurance
Customer Service/Customer vulnerability
Service Improvement
Team
Meet the Team
Experienced regulatory specialists dedicated to helping heat network operators turn complex regulations into clear, practical action.
Aggie
Hi I'm Aggie, If you need assistance with resolving complex issues, improving stakeholder relationships, or enhancing compliance and operational outcomes, I would love to lend a hand. With over 15 years of experience in financial services, ADR, and regulated environments, I bring a diverse set of skills that can tackle your most challenging problems. My approach integrates behavioural insights, regulatory knowledge, and commercial sensibility to uncover the root causes of issues, beyond what is visible in data or policy. I am eager to collaborate and help your organisation achieve outstanding results.
Core skills:
Regulatory Awareness
Data led insight
Process improvement
Andy
Founder
Hi I’m Andy, founder of Smarter Together Consulting. I've spent my career helping regulated organisations achieve compliance whilst improving customer metrics and brand reputation, regardless of the challenge faced. At Smarter Together we focus on bringing our teams skills in the most accessible way to small and medium sized businesses to improve results and regulatory performance.
We are here to help you with gaining clarity, improving customer outcomes, reducing complaints and helping to develop your systems, capabilities and team to excel in your field, whatever challenge you face.
Core skills:
Translating regulation into delivery
Customer Operations Leadership
Transformation
Andrea
Hi, I’m Andrea. With over 20 years’ experience in the energy sector and regulated environments — including extensive Ombudsman work — I’ve developed a practical understanding of what fair, effective, and compliant operations look like day to day.
I’m passionate about turning regulatory requirements into clear, workable processes that actually make sense in practice. My background in complex investigations, complaint resolution, stakeholder engagement, performance reporting, and service improvement helps organisations spot risks early, strengthen governance, and deliver consistently positive customer experiences.
I take a collaborative, down‑to‑earth approach, working alongside teams to solve problems, boost performance, and build confidence and efficiency in compliant ways of working.
Core skills:
Regulatory Compliance & Complaint Resolution
Stakeholder & Partner Relationship Management
Data‑Led Insight, Reporting & Service Improvement
Jayne
Hi, I’m Jayne. I’m a seasoned service improvement and operational leader with over 15 years’ experience in customer complaint handling across regulated sectors. I’ve led service improvement and assurance programmes within the Energy Ombudsman, with a strong focus on fairness, transparency and customer confidence. I specialise in translating complex regulatory requirements into clear, practical processes that work in real operations. My focus is on helping organisations build proportionate, compliant systems that are well-governed and deliver fair, consistent outcomes for customers.
Core skills:
Complaint Quality & Assurance
Customer Service/Customer vulnerability
Service Improvement