Trouble contacting your energy provider? Service standards have hit a record low (2024)
Customer service standards at energy suppliers have hit their lowest on record as consumers experience even longer call waiting times and issues contacting their providers, new research reveals.
Data from Citizens Advice shows the average score for energy suppliers has dropped to 2.8 out of five stars – the lowest on record.
The charity said standards had plummeted since June 2021 when the energy market started to collapse, with millions of customers shifted to new suppliers due to their own provider entering administration.
Citizens Advice said its own helpline had taken more than 70,000 calls between January and March this year specifically about energy issues – a 63 per cent increase on the same period the previous year.
Even the highest scoring provider now only secured 3.6 stars for their customer service, down from 4.65 at the same time the previous year.
Particular concern surrounds services for customers on prepayment meters, who are at risk of having no gas or electricity if they can’t afford to top up.
Citizens Advice said energy companies needed to “urgently improve processes and ensure staff are able to support customers who are struggling”.
One customer, Graham, told how he was struggling to afford his £50-a-month energy bills because he could not work due to ill health, and he received Universal Credit and Personal Independence Payment (PIP).
“I’ve asked my supplier to take the payment on a certain day to make sure there’s money in my account, but they take it whenever they want,” he said.
“When I try calling them it’s so hard to get through to someone. And if I do, they basically say there’s nothing they can do.”
Graham added that this often left him with no money, meaning he had to contact his bank to get the money back or go to a food bank to feed himself.
Dame Clare Moriarty, chief executive of Citizens Advice, said: “At a time when customers need all the support they can get, it’s worrying to see service performance is the worst on record. This leaves people frustrated and in the dark at the end of the phone.
“For many families on low incomes, life will get even harder when the price cap goes up again in October, despite Government support.
“We recognise call centre staff are working incredibly hard to answer as many calls as possible, but energy companies must do better.
“This should include improving support services for people struggling the most. Ofgem should make sure suppliers are following the rules, and take action where needed.”
Who are the best and worst energy suppliers?
EDF Energy has been named as the supplier with the best customer service rating for the start of this year, with 3.6 out of five stars.
This was closely followed by Outfox the Market and Bulb with 3.25 and 3.2 respectively.
At the other end of the table, challenger supplier Utilita came last with just 1.6 stars out of five. This was followed by Ovo and Ecotricity with 2.1 and 2.3 respectively.
The Big Six suppliers were spread across the ranking, with British Gas receiving 2.95 stars whilst Scottish Power was awarded 3 and Octopus Energy 3.15. SSE and Eon were lower down the table, with 2.45 and 2.4 stars respectively.
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