Consumer champion Which? has issued a stark warning to households with high energy bills: never assume that a big energy provider gives better customer service. The advice comes after the energy price cap rose by 13% on July 1, 2026, adding £221 to the average annual bill, bringing it to £1,862, according to Ofgem.
Price Cap Rise Driven by Global Factors
The increase is largely attributed to the conflict in the Middle East, which has pushed up global oil and gas prices, and the government's decision to shift some environmental policy costs from electricity bills to gas bills. Which? notes that many households will feel the impact.
Don't Assume Bigger Means Better
Sarah Ingrams, Which? energy expert with over 10 years' experience, urges consumers not to assume that larger suppliers offer superior service. She explains that British Gas, EDF Energy, E.on Next, Octopus Energy, Ovo Energy, and Scottish Power supply gas and electricity to around 92% of households in Great Britain, according to Ofgem. Many customers have stuck with them for years or never switched.
“But our research finds big differences between the quality of their customer service, whether customers consider them to be good value for money, and the extent to which their practices are in the best interests of customers,” Ingrams writes.
Check Before You Switch
Which? advises consumers to always shop around to ensure they get the best value. Before signing up for a deal, they recommend checking:
- Exit fees – how much they cost
- Length of tariff – usually 12, 18, or 24 months
- How direct debit works – fixed monthly amount or variable based on usage
- Warm Home Discount – if eligible, will a new supplier pay it? Some smaller suppliers are not included in the scheme.
- Solar Export Payments – some providers offer preferential rates; switching could lose or gain a better rate.
- Peak and off-peak times – for 'time of use' tariffs, ensure you know the time slots and can adapt usage accordingly.
Don't Forget When Your Fixed Deal Ends
Ingrams also advises setting reminders for when a fixed deal ends. Fixed deals typically last 12, 18, or 24 months. If no action is taken, customers automatically move to the provider's out-of-contract or default tariff, which is set by the energy price cap and changes every three months. The cap rose by 13% on July 1 and is expected to remain high when adjusted in October.
Suppliers must remind customers 49 days before their fixed tariff ends. Customers can check the end date in their app, online account, or latest statement. Ingrams notes, “Seven weeks' notice might feel like a long time and it's easy to put it aside for later and end up paying more than you need to as a result. But you can actually switch, without paying any exit fees, in the last 49 days of your tariff.”
