Npower's chief executive has admitted that the firm's "overcomplicated procedures" have contributed to the loss of 2,400 jobs, as it was forced to outlay extra costs to "put things right" for unhappy customers.
Paul Coffey said that the energy giant lost sight of the "fundamentals" and called the firm's losses of £100 million "extremely disappointing."
They show a business that tried to do too much, too soon, while not focusing enough on the fundamentals in a constantly changing market.
This led to over-complicated processes and procedures resulting in unhappy customers, too many complaints and extra costs to put things right.
...Energy should be simple for our customers and we have complicated it.
...I regret that, as we simplify and streamline our activities, this will mean inevitable job losses but I am convinced that these steps are critical to protect the thousands of jobs that will remain."
Today's job cuts will affect a mix of employees who work directly and indirectly for npower, over the next two years.
More top news
The Salisbury nerve agent attack has heightened tensions between Russia and the West. What is it like to be caught in the middle of the two?
The former national team boss was accused of intimidating a female official with a pole following the Lionesses' semi-final Euros defeat.
Cloudy at first in the south, with patchy rain slowly clearing and turning brighter.