UK Energy Customer Service Ratings Revealed
Approximately 14 million households in the UK are experiencing "below average" customer service from their energy providers, according to a consumer advocacy group.
Citizens Advice reported that energy suppliers must enhance their service quality after a survey of 16 companies revealed that half of gas and electricity consumers are with suppliers rated less than three out of five stars for customer service.
The survey, conducted between October and December, found the average customer service score to be 3.09 out of five.
With over nine million households facing difficulties affording their energy bills, Citizens Advice emphasized the importance of consumers having confidence in receiving strong customer service support when issues arise. The group also stressed that suppliers must treat customers fairly and provide dependable assistance during financial hardship, including offering affordable payment plans.
Top and Bottom Ranked Energy Suppliers
Ecotricity was ranked highest, achieving a customer service rating of 3.93 based on criteria such as billing accuracy and fully functioning smart meters, and an overall rating of 3.5 stars out of five.
Following Ecotricity were Outfox Energy, Octopus Energy, and Co-operative Energy. At the bottom of the rankings was TruEnergy, with a rating of 1.9 and one-and-a-half stars.
Among the big six suppliers, Octopus and E.ON Next performed best, placing third and fifth respectively. However, three of the six largest suppliers received below-average ratings, with British Gas performing the worst and EDF Energy slightly above.
EDF ranked 13th with a rating of 2.6, British Gas scored 2.28, and Utilita received 2.24.
ScottishPower was ninth with a rating of 3.11 and three stars, while Ovo Energy placed tenth with a score of 2.76 and two-and-a-half stars.
The difference between the two largest suppliers, Octopus and British Gas, was 1.5 stars, highlighting a significant disparity in service quality even among the most widely used providers.
Calls for Improved Customer Support
Citizens Advice stated that more efforts are necessary to ensure customers can easily contact their energy suppliers and have issues resolved promptly, as poor customer service exacerbates already stressful situations.
The charity urged companies to prioritize customer needs, especially for vulnerable groups such as those struggling to pay bills, parents with young children, and individuals using prepayment meters. Previous research by Ofgem and Citizens Advice indicated that vulnerable consumers are more likely to experience inadequate customer service.
The survey evaluated suppliers on bill accuracy, smart meter functionality, and availability of multiple contact channels.
Clare Moriarty, the chief executive of Citizens Advice, said: "Half of households are served by suppliers who need to up their game on some of the basics of customer service, like fast response time to calls and emails, or ensuring that billing and complaints are handled properly.
Suppliers that are falling short need to look at what the best performers are doing and close that gap. With more than nine million households increasingly worried about paying their bills and heating their homes, it’s vital that people can rely on getting helpful service from their energy supplier when they need it."
Energy Industry and Government Response
Amid growing concern over the escalating conflict in the Middle East, the trade association Energy UK has urged the government to intensify efforts to ensure any support interventions are targeted at those most in need.
Supplier projections indicate that customers could face an increase of up to £250 on their annual energy bills. Although this is below the record highs following Russia’s invasion of Ukraine, a prolonged Iran war could elevate costs to levels that previously compelled government subsidies for domestic and business customers in 2022.
Energy UK has called for the government to establish a "vaccine-style taskforce" comprising ministers, senior officials, and energy industry data experts to urgently evaluate available options.
