Approximately 14 million households across the United Kingdom are currently receiving "below average" customer service from their energy suppliers, according to a stark warning from the consumer advocacy group Citizens Advice. This alarming revelation comes from a comprehensive survey of 16 major energy companies, which indicates that half of all gas and electricity consumers are served by suppliers scoring less than three out of five stars for their customer service performance.
Survey Highlights Widespread Service Deficiencies
The study, conducted between October and December, found that the average customer service score among the surveyed suppliers was a modest 3.09 out of five. With over 9 million households struggling to afford their energy bills, Citizens Advice emphasised that consumers urgently need confidence in receiving robust support when issues arise. The charity stressed that suppliers must treat customers fairly and provide reliable assistance during financial hardship, including offering affordable payment plans to alleviate the burden.
Top and Bottom Performers Revealed
Ecotricity emerged as the top-ranked supplier, achieving a customer service rating of 3.93 out of five, based on critical factors such as billing accuracy and fully functional smart meters. Its overall rating stood at 3.5 stars. Following closely were Outfox Energy, Octopus Energy, and Co-operative Energy, all demonstrating commendable service standards. In stark contrast, TruEnergy languished at the bottom of the table with a dismal rating of 1.9 and only one-and-a-half stars, highlighting significant room for improvement.
Big Six Suppliers Show Mixed Results
Among the so-called "big six" energy suppliers, Octopus Energy and E.ON Next performed relatively well, securing third and fifth places respectively. However, three of these major suppliers received below-average ratings, with British Gas faring the worst and EDF Energy only marginally better. EDF ranked 13th with a rating of 2.6, followed by British Gas at 2.28 and Utilita at 2.24. ScottishPower and Ovo Energy placed ninth and tenth, with ratings of 3.11 and 2.76 respectively, underscoring the variability in service quality even among the largest providers.
The disparity between the two largest suppliers in the survey—Octopus and British Gas—was a substantial 1.5 stars, illustrating a vast range in service standards that affects millions of households. Citizens Advice called for urgent action to ensure customers can easily contact their suppliers and resolve problems swiftly, noting that poor customer service only exacerbates an already stressful situation for many.
Vulnerable Consumers at Greater Risk
The charity urged energy companies to prioritise the needs of vulnerable customers, including those struggling to pay bills, parents with young children, and individuals on prepayment meters. Previous research by Ofgem and Citizens Advice has shown that vulnerable consumers are disproportionately likely to experience substandard customer service, making this a critical area for intervention.
Key Metrics and Industry Response
The survey evaluated suppliers based on several key metrics: bill accuracy, smart meter functionality, and accessibility through various communication channels. Clare Moriarty, Chief Executive of Citizens Advice, commented: "Half of households are served by suppliers who need to up their game on some of the basics of customer service, like fast response times to calls and emails, or ensuring that billing and complaints are handled properly. Suppliers that are falling short must learn from the best performers and close that gap. With millions increasingly worried about paying bills and heating their homes, reliable service is essential."
Broader Context and Future Concerns
Amid growing concerns that escalating conflict in the Middle East could further inflate household energy bills, the trade association Energy UK has urged the government to intensify efforts to ensure any support measures are precisely targeted at those most in need. Projections from suppliers suggest customers might face an annual bill increase of up to £250. While this would still fall short of the record highs seen after Russia's invasion of Ukraine, prolonged instability in regions like Iran raises the risk of costs reaching levels that previously compelled government subsidies in 2022.
In response, Energy UK has advocated for the establishment of a "vaccine-style taskforce," comprising ministers, senior officials, and energy industry data experts, to urgently assess and implement effective support options. This call to action underscores the pressing need for coordinated efforts to safeguard consumers during these challenging times.
