THE UK’s biggest energy firms have been ranked from best to worst for customer service.
Charity Citizens Advice’s latest league table has revealed that ratings across the energy industry are showing “sluggish improvement”.
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Fresh analysis from the consumer champion has seen EDF and Utilita named as the two worst suppliers for customer service.
They were followed by Rebel Energy and Octopus Energy.
At the other end of the scale, smaller firms like Ecotricity and Utility Warehouse claimed first and second place respectively.
They were then followed by E (gas and electricity) and Outfox the Market.
The league table rated customer service between April to June this year.
The average rating is now 3.07, which is a rise of almost 13% since the start of 2024 and a return to levels seen before the energy crisis.
However, the charity has warned more needs to be done as three in five customers are served by suppliers which score below average in the league table.
The news today comes after energy regulator Ofgem recently challenged suppliers to improve customer service, amid complaints about billing problems.
It also said the sector was found to be lagging behind others with higher customer satisfaction, such as banking.
Citizens Advice says “people deserve better” from their energy supplier and is renewing its call for a Consumer Duty.
This involves a new set of rules to give Ofgem stronger powers to hold companies to account and “set a higher bar” for customer service in the energy industry.
The charity says it’s already helping record numbers who have fallen behind on bills.
Recent research shows one in four people are so worried about increases in energy costs that they say they’ll be forced to turn off their heating and hot water this winter.
It also found that 5million people are currently living in households in debt to their supplier.
Energy companies are responsible for providing support, like affordable payment plans, to people who can’t afford their bills.
The charity is encouraging people to get in touch with their supplier if they need help.
It is also urging firms to continue upping their game so people can access the support they need this winter.
The report comes ahead of the October price cap rise which kicks in on the 1st.
The new price cap will see the average bill rise for around 28million households to £1,717 from £1,568 a year – an increase of 10%, or £149.
Overall, Citizens Advice found energy companies performed better in their ability to resolve customer complaints and call wait times have also continued to improve.
Dame Clare Moriarty, chief executive of Citizens Advice, said: “We’re bracing ourselves for another challenging winter. Whilst suppliers’ customer service improved in the spring, firms need to continue upping their game to ensure people can access support in the colder months.
“With energy debt at a record high and the removal of previous support packages, the government must also urgently introduce targeted bill support that reflects the realities of people’s energy needs.”
Responding to Citizen Advice’s report, Ofgem says it has been “working hard” with the sector.
An Ofgem spokesperson said: “Energy consumers deserve an easy and reliable service from their supplier.
“We’ve been working hard with the sector to drive up standards and create a more customer-centric energy future.
“This includes strengthening our procedures to take firmer action against suppliers when things go wrong and toughening up the rules around customer bills for greater accuracy.”
The regulator added that it’s clear the work of the government, regulator, consumer groups and firm is starting to make a difference.
Adding: “But there is lots more work to be done to ensure exceptional customer service is the norm across the board and the energy sector is among the best sectors for how customers are treated.
“We will use all the powers at our disposal to get there.”
Where does your energy firm rank?
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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.
Utilita came 15th in the ranking with a 1.86 rating for April to June – it also only scored 1.5 stars out of five.
In 14th place is EDF, with a rating of 2.41 and just two stars.
Rebel Energy received a 2.68 rating – putting it in third to last position. It received 2.5 stars.
Utilita, EDF, and Rebel Energy have all been contacted for comment.
At the other end, Ecotricity secured the top spot with a 3.77 rating and 3.5 stars.
This is the same rating it received in the months between January to March.
In second place came Utility Warehouse with three stars and a 3.42 rating.
The third position went to E (Gas and Electricity) also with a rating of 3.42 and three stars.
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 £2,000.
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.
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.
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