GOOD ENERGY
Major energy suppliers ranked best to worst – as customer service ratings among ‘lowest ever’
How to make a complaint to your energy supplier
THE UK's biggest energy firms have been ranked from best to worst for customer service.
Charity Citizen's Advice's annual league table has revealed that ratings across the energy industry are among their "lowest ever".
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Fresh analysis from the consumer champion has seen EDF and Utilita named as the worst suppliers for customer service.
They were followed by British Gas and So Energy.
At the other end of the scale, smaller firms like Ecotricity and Outfox The Market claimed first and second place respectively.
They were then followed by Ovo and Utility Warehouse.
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The league table rated customer service between January to March this year when "record numbers" came to the charity for help with energy-related issues.
Average ratings have fallen by 10.5% compared to the same period in 2021, and have flatlined since the end of 2023, CA found.
EDF was one of the highest-scoring suppliers this time in 2023 and has now fallen to the bottom.
It comes after its average call waiting times jumped from just under a minute to over five minutes in under a year.
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On the other hand, Utilita has improved in the past 3 months but is still one of the lowest-rated suppliers.
Off the back of the findings, Citizens Advice says customer service standards are yet to return to levels seen before the energy crisis started.
The crisis caused many more people to need support from their suppliers with issues like debt and the force-fitting of prepayment meters.
CA is calling for the introduction of a consumer duty. This would be a new set of rules giving Ofgem stronger powers to hold companies to account and help "bring an end to years of poor customer service".
The charity says it’s helping more people than ever who have fallen behind on their energy bills.
Research by the charity found over 5million people in the UK are living in households in debt to their suppliers.
Dame Clare Moriarty, chief executive of Citizens Advice, said: "When millions are struggling to afford the essentials, it's completely unacceptable that energy companies are failing to give their customers proper support.
"Citizens Advice has long called for Ofgem to be given stronger powers to hold suppliers to account on customer service. That must include tackling the complaints backlog before next winter."
She went on to say that the news that bills are dropping slightly from July 1 will be "cold comfort" for the record numbers seeking help from our advisers.
"The next government must introduce better-targeted energy bill support for those struggling to keep the lights on or cook a hot meal," she said.
Where does your energy firm rank?
Citizens Advice has scored suppliers out of five on customer service categories including call wait times, how long it takes to get an email reply and accuracy of energy bills.
EDF Energy came 16th in the ranking with a 2.06 rating for January to March - it also only scored two stars out of five.
In 15th place is Utilita, with a rating of 2.08 and also just two stars.
The country's biggest energy firm British Gas received a 2.39 rating - putting it third in the last position. It also received two stars.
EDF, Utilita and British Gas have all been contacted for comment.
At the other end, Ecotricity secured the top spot with a 3.77 rating and 3.5 stars.
In second place came Outfox the Market with three stars and a 3.31 rating.
The third position went to Ovo Energy with a rating of 3.27 and three stars.
An EDF spokeswoman said: “We recognise our call answer times haven’t been up to the high standards we set ourselves and we’re committed to doing better, getting back to the market-leading service our customers expect.
“We’ve recruited and trained more people at our Sunderland, Brighton and Exeter offices and are nearing the end of a complex transfer of our residential customers to a new IT system, resulting in more customers getting in touch as we navigate this process.”
Utilita said: “We must not underestimate how savvy consumers are today. They will realise the Star Rating contradicts other market-wide supplier assessments – including those of Ofgem, Trustpilot and Which? – where Utilita performs consistently well.
“As such, we look forward to ongoing dialogue to close the gap between the perception the Citizens Advice Star Rating gives, and the reality other rankings provide.”
What energy bill help is available?
THERE'S a number of different ways to get help paying your energy bills if you're struggling to get by.
If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.
This involves paying off what you owe in instalments over a set period.
If your supplier offers you a repayment plan you don't think you can afford, speak to them again to see if you can negotiate a better deal.
Several energy firms have grant schemes available to customers struggling to cover their bills.
But eligibility criteria varies depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £1,500.
British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.
You don't need to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.
Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).
The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you're struggling.
Get in touch with your energy firm to see if you can apply.
How do I complain about my energy supplier?
Similar to financial services firms, energy companies have to have a complaints procedure for customers to follow.
When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.
Simply explain what the problem is and what you want your supplier to do about it.
Check your energy supplier's website for an explanation of how to launch a complaint.
Energy suppliers have eight weeks to respond and come to a decision.
If it doesn't or you're not happy with the response, you can take the firm to the Energy Ombudsman.
The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.
You can also complain if you haven't had a satisfactory solution to your problem within eight weeks.
The Energy Ombudsman then bases its decision on the evidence you and the company submit.
If you choose to accept its decision, your supplier then has 28 days to comply.
The Ombudsman's decisions are binding on the energy company.
If your supplier refuses to follow the instruction, the Ombudsman may get in touch with Ofgem to remedy the situation - but there's no set period for escalating issues to the regulator and it's not up to the customer.
If an individual chooses not to accept the Ombudsman's final decision, they lose the right to the resolution offer.
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Customers still have the right to take their complaints further through the courts.
But remember this can be a costly and lengthy exercise, so it's worth thinking carefully before taking this step.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
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