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Chart

Source: Energylinx (Until May 2017) & Energyhelpline (June 2017 onwards).

Information correct as of: February 2020

This chart shows trends in domestic energy bills by tariff offered by the six largest suppliers and other suppliers. It compares their average standard variable tariffs with the cheapest tariffs available in the market (including white label tariffs). Figures are based on a typical domestic dual fuel customer paying by direct debit. 

From February 2017 the prices shown in the chart are calculated using the latest Typical Domestic Consumption Values (TDCV) that entered into effect from 1st of October 2017 (see the methodology section for more details).

In practical terms, this means that the tariffs offered after February 2017 are likely to appear slightly lower than those before February 2017.  

This information should not be used as a price comparison tool. To find out about accredited price comparison sites, see Compare gas and electricity tariffs.

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Retail price comparison by company and tariff type: Domestic (GB)
DateAverage standard variable tariff (Six largest suppliers)Average standard variable tariff (Other suppliers)Cheapest tariff (Six largest suppliers)Cheapest tariff (All suppliers)Cheapest tariff (Basket)Default tariff cap level
28/01/2012 1,020.16 1,024.33 915.27 906.56 947.56
28/02/2012 1,000.76 1,017.41 886.18 878.10 930.29
28/03/2012 997.25 1,017.41 886.18 878.10 936.54
28/04/2012 997.25 1,017.35 895.69 878.10 937.68
28/05/2012 997.25 1,017.35 895.69 878.10 929.78
28/06/2012 997.25 1,032.16 895.69 895.69 945.53
28/07/2012 997.25 1,032.16 895.69 875.93 928.99
28/08/2012 997.25 1,030.02 899.10 875.93 924.85
28/09/2012 997.25 1,017.84 901.47 875.93 931.04
28/10/2012 1,009.00 1,020.51 906.17 893.85 956.00
28/11/2012 1,030.78 1,075.12 958.21 909.59 997.71
28/12/2012 1,061.80 1,087.65 990.70 909.59 994.59
28/01/2013 1,074.42 1,087.65 957.18 909.59 990.81
28/02/2013 1,074.42 1,119.05 957.18 909.59 994.56
28/03/2013 1,074.42 1,119.05 966.54 909.59 995.50
28/04/2013 1,074.42 1,119.05 966.54 909.59 988.37
28/05/2013 1,074.43 1,119.05 966.54 962.43 997.77
28/06/2013 1,074.43 1,119.05 966.54 769.95 967.26
28/07/2013 1,074.45 1,119.05 984.68 769.95 974.82
28/08/2013 1,074.45 1,119.05 971.77 769.95 988.47
28/09/2013 1,074.45 1,119.05 971.77 769.95 979.55
28/10/2013 1,074.45 1,127.02 1,011.80 769.95 995.67
28/11/2013 1,105.94 1,123.75 993.40 769.95 992.26
28/12/2013 1,138.95 1,123.75 1,033.47 769.95 997.00
28/01/2014 1,145.84 1,125.14 1,033.47 975.21 1,013.73
28/02/2014 1,134.09 1,128.76 1,033.97 966.34 1,014.19
28/03/2014 1,128.10 1,126.61 1,024.79 964.31 1,016.25
28/04/2014 1,128.10 1,129.62 1,000.38 946.42 995.26
28/05/2014 1,128.10 1,129.62 1,000.38 944.55 995.13
28/06/2014 1,128.10 1,129.62 1,000.38 944.55 992.88
28/07/2014 1,128.10 1,134.19 1,000.38 944.95 976.39
28/08/2014 1,128.10 1,127.79 1,000.38 943.43 978.98
28/09/2014 1,128.10 1,158.39 960.90 942.27 972.34
28/10/2014 1,128.10 1,131.80 953.40 931.02 960.15
28/11/2014 1,128.10 1,131.80 921.88 914.51 947.94
28/12/2014 1,128.10 1,130.51 916.21 906.14 929.69
28/01/2015 1,124.33 1,130.51 875.40 871.26 895.39
28/02/2015 1,106.65 1,110.84 839.28 839.28 881.39
28/03/2015 1,106.65 1,088.31 836.99 836.99 892.38
28/04/2015 1,106.65 1,075.32 834.57 834.57 878.56
28/05/2015 1,102.28 1,073.26 835.19 830.56 877.12
28/06/2015 1,102.28 1,073.26 835.71 830.56 871.21
28/07/2015 1,102.28 1,066.77 863.85 830.56 867.88
28/08/2015 1,098.03 1,066.77 876.03 830.56 868.79
28/09/2015 1,098.03 1,054.98 876.03 830.56 858.62
28/10/2015 1,098.03 1,050.12 803.00 793.93 823.00
28/11/2015 1,098.03 1,040.70 805.40 787.05 810.84
28/12/2015 1,098.03 1,039.03 850.52 787.05 803.86
28/01/2016 1,098.03 1,035.48 769.69 765.00 785.04
28/02/2016 1,092.69 1,020.06 738.38 738.38 755.65
28/03/2016 1,071.44 1,013.00 727.70 727.70 756.05
28/04/2016 1,065.97 978.55 723.91 723.91 751.58
28/05/2016 1,065.97 976.04 723.23 723.23 742.71
28/06/2016 1,065.97 984.02 723.23 723.23 751.36
28/07/2016 1,065.97 988.70 779.39 758.31 779.72
28/08/2016 1,065.97 983.86 801.37 769.65 789.25
28/09/2016 1,065.97 983.89 754.64 744.30 777.00
28/10/2016 1,065.97 994.93 803.54 741.92 786.41
28/11/2016 1,065.97 1,012.84 897.18 790.02 859.23
28/12/2016 1,065.97 1,019.72 951.51 790.02 872.16
28/01/2017 1,061.06 1,020.10 951.51 833.71 881.11
28/02/2017 1,081.27 1,027.06 928.48 829.10 869.79
28/03/2017 1,109.48 1,035.47 922.23 829.10 873.38
28/04/2017 1,122.28 1,041.56 923.55 863.31 874.62
28/05/2017 1,122.28 1,039.22 923.57 826.52 861.76
28/06/2017 1,122.28 1,026.98 923.57 835.76 852.58
28/07/2017 1,122.28 1,030.63 922.82 829.91 844.94
28/08/2017 1,122.28 1,030.76 910.05 810.11 839.30
28/09/2017 1,134.95 1,026.42 904.48 826.73 837.66
28/10/2017 1,134.95 1,031.41 897.98 826.73 854.69
28/11/2017 1,134.95 1,044.84 928.59 826.73 846.77
28/12/2017 1,134.95 1,040.86 973.04 798.72 841.48
28/01/2018 1,134.95 1,036.14 907.89 809.32 840.81
28/02/2018 1,134.95 1,039.85 900.98 810.06 840.58
28/03/2018 1,134.95 1,044.29 900.98 810.11 842.91
28/04/2018 1,138.28 1,061.81 1,000.42 788.16 820.46
28/05/2018 1,138.28 1,060.56 962.53 788.16 832.69
28/06/2018 1,172.20 1,066.39 953.16 796.99 845.91
28/07/2018 1,184.79 1,075.35 965.27 826.73 861.22
28/08/2018 1,194.00 1,091.02 951.33 842.49 897.02
28/09/2018 1,205.62 1,104.91 1,043.21 920.60 982.09
28/10/2018 1,220.65 1,124.27 1,051.27 920.60 989.84
28/11/2018 1,220.65 1,140.97 1,030.12 946.13 993.80
28/12/2018 1,220.65 1,142.96 1,034.69 902.66 983.19
28/01/2019 1,136.67 1,099.49 1,035.63 941.26 992.85 1,137.47
28/02/2019 1,136.67 1,097.67 1,008.69 929.66 974.58 1,137.47
28/03/2019 1,136.67 1,094.87 1,011.22 891.94 945.99 1,137.47
28/04/2019 1,253.94 1,152.11 1,024.59 880.20 929.55 1,254.00
28/05/2019 1,253.94 1,153.58 943.25 872.57 922.45 1,254.00
28/06/2019 1,253.94 1,148.88 932.24 872.57 897.80 1,254.00
28/07/20191,253.991,142.74989.24846.34890.44 1,254.00
28/08/20191,253.991,144.20949.41846.34893.221,254.00
28/09/20191,253.991,144.19931.39863.99903.751,254.00
28/10/20191,177.791,099.89914.31863.99893.751,179.00
28/11/20191,177.791099.80890.08846.04873.391,179.00
28/12/20191,177.791099.92903.02828.77872.341,179.00
28/01/20201,177.631,094.00872.49813.70840.521,179.00

More information

At-a-glance summary

In February 2020 we published the updated Default Tariff Cap level for the six months from 1 April 2020 to 30 September 2020.  From 1 April 2020, the level of the cap will fall to £1,162, a fall of £17. This will be reflected in future updates.

As of January 2019, the average price of SVTs for the six largest suppliers for a typical dual fuel customer paying with direct debit was £1,178, unchanged from the previous month. The current default tariff cap for this winter period is set at £1,179.

The cheapest tariff in the market decreased by £15 from £829 in December 2019 to £814 in January 2020. The cheapest tariff basket decreased by £31.82, from £872.34 in December 2019 to £840.52 in January 2020. See the methodology for information on how the cheapest tariff basket is calculated.

As a result, the differential between the average price of SVTs for the six largest suppliers and the market cheapest tariff was £364, an increase of £15 compared to the previous month. The differential between the average price of SVTs for the six largest suppliers and the cheapest tariff basket also slightly increased, from £305 in December 2019 to £337 in January 2020.

In January 2020, OVO completed the purchase of SSE, while keeping SSE as a separate brand, with different tariff offers. From January, OVO’s SVTs are included in the calculation of the average price of SVTs for the six largest suppliers.

Relevance and further information

Tariff differentials reflect pricing in different market segments, as well as how much other suppliers are able to compete on price with the six large suppliers.

Methodology

We calculate the bill values associated with the different tariff types using a ‘typical medium domestic consumer’. As of October 2017, typical domestic consumption values (TDCV) for a medium consumer are 12,000kWh/year for gas and 3,100kWh/year for electricity (profile class 1). The chart includes collective switching tariffs from Q1 2016. All tariffs shown in the chart are for a dual fuel, direct debit customer. Dual fuel refers to a situation where a customer takes gas and electricity from the same supplier.

A standard variable tariff refers to a supply contract which is for a period of an indefinite length and which does not contain a fixed term period that applies to any of the terms and conditions. It’s an energy supplier’s basic offer. If a customer does not choose a specific energy plan, for example after their fixed tariff ends, they will be moved on a standard variable tariff until they have chosen a new one. A customer can also make an active choice to select a standard variable tariff.

Tariffs with limited availability depending on customer features (for example, tariffs which are only available to new customers, also known as ‘acquisition’ tariffs, or tariffs restricted to certain regions) are excluded from the calculation to make sure that all tariffs considered are generally available to all customers across GB.

Tariffs available with white label suppliers are included in the calculation of the cheapest tariffs. White label suppliers are organisations without supply licences that partner with an active licensed supplier to offer gas and electricity using their own brand.

To calculate the average of the cheapest tariffs from the 10 cheapest suppliers we took the cheapest tariff offered by each supplier in the market (i.e. one tariff per supplier) and then ranked the tariffs in order of price. We then took the simple average of the 10 cheapest tariffs in this list. This method is to ensure a cross section of suppliers is included in the calculation.

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Chart

Source: Energylinx (Until May 2017) & Energyhelpline (June 2017 onwards).

Information correct as of: February 2020

This chart compares the cheapest available tariffs offered by the six largest suppliers with the cheapest tariff available in the market by payment method (direct debit, standard credit and prepayment). Figures are based on a typical domestic dual fuel customer.

From February 2017 the prices shown in the chart are calculated using the latest Typical Domestic Consumption Values (TDCV) that entered into effect from 1st of October 2017 (see the methodology section for more details).

In practical terms, this means that the tariffs offered after February 2017 are likely to appear slightly lower than those before February 2017.  

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Cheapest tariffs by payment method: Typical domestic dual fuel customer (GB)
DateSix largest suppliers (direct debit)Six largest suppliers (standard credit)Six largest suppliers (prepayment)Market (direct debit)Market (standard credit)Market (prepayment)
28/01/2012 915.27 976.70 1,021.54 906.56 971.04 969.61
28/02/2012 886.18 976.70 1,021.54 878.10 971.04 969.61
28/03/2012 886.18 976.70 1,021.54 878.10 971.04 969.61
28/04/2012 895.69 953.40 1,021.54 878.10 953.40 969.24
28/05/2012 895.69 953.40 1,021.54 878.10 890.12 969.24
28/06/2012 895.69 953.40 1,021.54 895.69 953.40 1,017.42
28/07/2012 895.69 953.40 1,021.54 875.93 953.40 1,017.42
28/08/2012 899.10 957.03 1,021.54 875.93 957.03 1,017.42
28/09/2012 901.47 1,020.71 1,021.54 875.93 988.14 1,017.42
28/10/2012 906.17 1,020.71 1,069.39 893.85 988.14 1,019.30
28/11/2012 958.21 1,020.71 1,069.39 909.59 979.35 1,045.64
28/12/2012 990.70 1,071.38 1,133.19 909.59 979.35 1,045.64
28/01/2013 957.18 1,037.20 1,133.19 909.59 979.35 1,045.64
28/02/2013 957.18 1,037.20 1,133.19 909.59 1,037.20 1,045.64
28/03/2013 966.54 1,046.57 1,133.19 909.59 1,046.57 1,045.64
28/04/2013 966.54 1,046.57 1,133.19 909.59 1,046.57 1,045.64
28/05/2013 966.54 1,046.57 1,133.19 962.43 996.90 1,045.64
28/06/2013 966.54 1,046.57 1,133.19 769.95 996.90 1,045.64
28/07/2013 984.68 1,075.51 1,133.19 769.95 996.90 1,045.64
28/08/2013 971.77 1,051.79 1,133.19 769.95 1,051.79 1,045.64
28/09/2013 971.77 1,051.79 1,133.19 769.95 1,051.79 1,045.64
28/10/2013 1,011.80 1,079.91 1,133.19 769.95 1,070.99 1,093.35
28/11/2013 993.40 1,058.15 1,150.97 769.95 1,058.15 1,093.35
28/12/2013 1,033.47 1,101.65 1,178.61 769.95 1,101.65 1,093.35
28/01/2014 1,033.47 1,101.65 1,178.61 975.21 1,101.65 1,172.77
28/02/2014 1,033.97 1,108.10 1,178.61 966.34 1,108.10 1,172.77
28/03/2014 1,024.79 1,117.27 1,178.61 964.31 1,117.27 1,171.39
28/04/2014 1,000.38 1,069.95 1,178.61 946.42 1,069.95 1,171.39
28/05/2014 1,000.38 1,069.95 1,178.61 944.55 1,069.95 1,171.39
28/06/2014 1,000.38 1,069.95 1,170.86 944.55 1,069.95 1,162.40
28/07/2014 1,000.38 1,069.95 1,170.86 944.95 1,029.05 1,162.40
28/08/2014 1,000.38 1,069.95 1,170.86 943.43 1,038.88 1,154.43
28/09/2014 960.90 1,030.95 1,170.86 942.27 1,030.95 1,154.43
28/10/2014 953.40 1,046.45 1,170.86 931.02 1,024.45 1,154.43
28/11/2014 921.88 1,003.79 1,170.86 914.51 1,003.79 1,154.43
28/12/2014 916.21 1,003.79 1,170.86 906.14 1,003.79 1,151.22
28/01/2015 875.40 945.46 1,148.99 871.26 945.46 1,148.99
28/02/2015 839.28 955.07 1,148.90 839.28 950.35 1,148.90
28/03/2015 836.99 907.24 1,148.99 836.99 907.24 1,116.99
28/04/2015 834.57 977.56 1,141.64 834.57 950.63 1,116.99
28/05/2015 835.19 905.44 1,141.64 830.56 905.44 1,116.99
28/06/2015 835.71 981.78 1,122.97 830.56 940.90 1,116.99
28/07/2015 863.85 981.78 1,122.97 830.56 939.85 1,116.99
28/08/2015 876.03 977.32 1,128.54 830.56 940.27 1,116.99
28/09/2015 876.03 963.77 1,128.54 830.56 907.26 1,100.94
28/10/2015 803.00 873.25 1,128.54 793.93 844.04 1,100.94
28/11/2015 805.40 950.75 1,128.54 787.05 844.04 1,055.61
28/12/2015 850.52 950.75 1,102.20 787.05 844.04 1,055.61
28/01/2016 769.69 839.94 1,102.20 765.00 839.94 1,055.61
28/02/2016 738.38 808.63 1,092.26 738.38 808.63 1,054.20
28/03/2016 727.70 797.76 1,070.37 727.70 797.76 1,051.22
28/04/2016 723.91 793.48 1,070.37 723.91 793.48 1,030.27
28/05/2016 723.23 877.12 1,037.31 723.23 877.12 1,017.61
28/06/2016 723.23 847.45 1,037.31 723.23 847.45 985.97
28/07/2016 779.39 904.97 1,037.31 758.31 871.54 985.97
28/08/2016 801.37 941.42 1,043.54 769.65 871.54 985.97
28/09/2016 754.64 839.15 1,043.54 744.30 839.15 985.97
28/10/2016 803.54 967.13 1,043.54 741.92 829.42 985.97
28/11/2016 897.18 1,002.63 1,035.64 790.02 907.75 985.97
28/12/2016 951.51 1,031.57 1,035.64 790.02 923.48 985.97
28/01/2017 951.51 1,031.57 1,035.64 833.71 951.58 985.97
28/02/2017 928.48 1,033.40 1,015.43 829.10 935.19 970.67
28/03/2017 922.23 1,016.74 1,019.21 829.10 949.48 970.67
28/04/2017 923.55 1,018.06 994.53 863.31 946.43 970.67
28/05/2017 923.57 1,018.08 994.53 826.52 923.47 979.27
28/06/2017 923.57 1,018.08 994.53 835.76 923.23 979.27
28/07/2017 922.82 1,017.33 994.53 829.91 923.23 979.27
28/08/2017 910.05 1,004.56 988.90 810.11 923.47 979.27
28/09/2017 904.48 1,051.43 988.90 826.73 923.47 979.27
28/10/2017 897.98 1,012.47 988.90 826.73 943.35 978.04
28/11/2017 928.59 1,100.89 988.90 826.73 958.08 978.04
28/12/2017 973.04 1,051.43 988.90 798.72 958.08 957.12
28/01/2018 907.89 1,051.43 988.90 809.32 958.08 960.06
28/02/2018 900.98 1,050.87 1,028.21 810.06 958.08 945.76
28/03/2018 900.98 1,074.65 1,028.21 810.11 958.08 945.76
28/04/2018 1,000.42 1,143.14 1,030.55 788.16 958.08 946.63
28/05/2018 962.53 1,057.04 1,030.93 788.16 958.08 946.63
28/06/2018 953.16 1,033.19 1,070.34 796.99 958.08 946.63
28/07/2018 965.27 1,045.29 1,070.34 826.73 990.66 946.63
28/08/2018 951.33 1,198.37 1,070.50 842.49 990.68 946.54
28/09/2018 1,043.21 1,138.84 1,070.50 920.60 1,067.64 983.86
28/10/2018 1,051.27 1,164.58 1,070.50 920.60 1,107.76 983.86
28/11/2018 1,030.12 1,055.76 1,115.66 946.13 1,055.76 983.86
28/12/2018 1,034.69 1,134.34 1,115.66 902.66 1,109.27 983.86
28/01/2019 1,035.63 1,125.84 1,115.66 941.26 941.26 1,016.48
28/02/2019 1,008.69 1,040.00 1,115.66 929.66 1,040.00 1,023.39
28/03/2019 1,011.22 1,040.00 1,115.66 891.94 1,040.00 1,023.39
28/04/2019 1,024.59 1,228.88 1,115.66 880.20 1,098.83 1,023.39
28/05/2019 943.25 1,089.67 1,224.01 872.57 1,087.91 1,052.46
28/06/2019 932.24 1,015.84 1,224.01 872.57 1,015.84 1,052.46
28/07/2019989.241079.451,224.01846.341,070.101,052.46
28/08/2019949.411053.051215.59846.341053.051052.46
28/09/2019931.391042.701215.59863.991042.701052.46
28/10/2019914.31995.611,198.83863.99994.921,044.49
28/11/2019890.08971.381,165.94846.04971.381,044.49
28/12/2019903.021,110.291,165.94828.77988.461,044.49
28/01/2020872.491,110.291,152.95813.70988.461,006.82

More information

At-a-glance summary

Direct debit customers have traditionally been offered the cheapest tariffs, followed by standard credit customers and those using prepayment meter.

The overall cheapest tariffs have continued to be those for direct debit customers. However, the ranking between standard credit and prepayment cheapest tariffs has fluctuated over time. Among the six largest suppliers, the cheapest standard credit tariff remained unchanged from the previous month at £1,110 in January 2020, and was less expensive than the cheapest prepayment tariff at £1,153.

At the end of January 2020, the cheapest direct debit tariff in the market was £175 less expensive than the cheapest standard credit tariff and £193 less than the cheapest prepayment tariff. The cheapest direct debit tariff has historically been at least £100 less expensive than the cheapest standard credit tariff.

In January 2020, OVO completed the purchase of SSE, while keeping SSE as a separate brand, with different tariff offers. From January, OVO’s prices are included in the calculation of the cheapest tariff for the six largest suppliers.

A prepayment price cap was introduced on 1 April 2017, limiting the amount that suppliers can charge their prepayment customers. The default tariff price cap also came into effect on 1 January 2019, limiting the amount that suppliers can charge customers on default tariffs.

Relevance and further information

This indicator helps us understand pricing by payment methods, as well as how much other suppliers are able to compete with the six large suppliers for each method.

Methodology

We calculate the bill values associated with the different tariff types using a ‘typical medium domestic consumer’. As of October 2017, typical domestic consumption values (TDCV) for a medium consumer are 12,000kWh/year for gas and 3,100kWh/year for electricity (profile class 1). The chart includes collective switching tariffs from Q1 2016.

All tariffs shown in the chart are for a dual fuel customer. Dual fuel refers to a situation where a customer takes gas and electricity from the same supplier.

Tariffs with limited availability depending on customer features (for example, tariffs which are only available to new customers, also known as ‘acquisition’ tariffs, or tariffs restricted to certain regions) are excluded from the calculation to make sure that all tariffs considered are generally available to all customers across GB.

Tariffs available with white label suppliers are included in the calculation of the cheapest tariff. White label suppliers are organisations without supply licences that partner with an active licensed supplier to offer gas and electricity using their own brand.

close

Chart

Javascript is required to render chart Customer satisfaction: Ease of contacting supplier (GB).

Information correct as of: February 2020

This chart shows the proportion of domestic energy consumers who found it easy or difficult to contact their supplier as consumers who found it neither easy nor difficult. This chart is updated quarterly.

The data comes from a survey conducted for Ofgem by Accent Research. This survey started in 2018 and is conducted every quarter. We use feedback from this survey to inform compliance engagement with individual suppliers, where appropriate.

The question asked in the survey which relates to this chart is:

Thinking about the last time you tried to contact [supplier name] how easy or difficult did you find it to contact them by your preferred method? 

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Customer satisfaction: Ease of contacting supplier (GB)
QuarterFind it very or fairly easy to contact supplierAre neutral about contacting supplierFind it difficult to contact supplier
Q4 2018612811
Q1 2019612910
Q2 2019592912
Q3 2019602910
Q4 2019583012

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Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with the Citizens Advice Bureau. It is a quarterly survey of 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimension of satisfaction, such as customer service, billing, contacting suppliers, and switching processes.

Some consumers use different suppliers for electricity and gas. If a consumer has electricity and gas in their home and uses the same supplier for both fuels, then their answers relate to that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated to one of the suppliers and they then answer the survey about that supplier. If they have electricity only, then their answers relate to the electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode methodology to collect data. In each wave, 300 interviews are completed face to face for those consumers with low or no internet access, while the remainder of the work is conducted via an online survey. 

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Javascript is required to render chart Customer satisfaction: Switching process (GB).

Information correct as of: February 2020

This chart shows the proportion of domestic energy consumers who have ever switched suppliers who are satisfied or very satisfied with the ease of the switching process. This chart is updated quarterly.

The data comes from a survey conducted for Ofgem by Accent Research. This survey started in 2018 and is conducted every quarter. We use feedback from this survey to inform compliance engagement with individual suppliers, where appropriate.

The questions asked in the survey which relates to this chart are:

Please can you tell me how dissatisfied or satisfied you were with the following aspects of your switch to another supplier:  

Ease of comparing suppliers and their prices

The switching process overall 

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Customer satisfaction: Switching process (GB)
QuarterEase of comparing suppliers (among those who have ever switched supplier)Overall switching process (among those who have ever switched supplier)
Q4 20188185
Q1 20198185
Q2 20197984
Q3 20198185
Q4 20198186

More Information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with the Citizens Advice Bureau. It is a quarterly survey of 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimension of satisfaction, such as customer service, billing, contacting suppliers, and switching processes.

Some consumers use different suppliers for electricity and gas. If a consumer has electricity and gas in their home and uses the same supplier for both fuels, then their answers relate to that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated to one of the suppliers and they then answer the survey about that supplier. If they have electricity only, then their answers relate to the electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode methodology to collect data. In each wave, 300 interviews are completed face to face for those consumers with low or no internet access, while the remainder of the work is conducted via an online survey. 

All satisfaction metrics are answered on a five point scale: very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied, and very satisfied.

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Javascript is required to render chart Customer satisfaction: Billing (GB).

Information correct as of: February 2020

This chart shows the proportion of domestic energy consumers who are satisfied or very satisfied with the ease of understanding their energy bill and the accuracy of the bill from their energy supplier. This chart is updated quarterly.

The data comes from a survey conducted for Ofgem by Accent Research. This survey started in 2018 and is conducted every quarter. We use feedback from this survey to inform compliance engagement with individual suppliers, where appropriate.

The questions asked in the survey which relates to this chart are:

Please can you tell me how dissatisfied or satisfied you are with the following aspects of [supplier name]’s bills: 

Ease of understanding the bill

The accuracy of your bill 

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Customer satisfaction: Billing (GB)
QuarterEase of Understanding billAccuracy of bill
Q4 20187273
Q1 20197575
Q2 20197173
Q3 20197374
Q4 20197274

More Information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with the Citizens Advice Bureau. It is a quarterly survey of 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimension of satisfaction, such as customer service, billing, contacting suppliers, and switching processes.

Some consumers use different suppliers for electricity and gas. If a consumer has electricity and gas in their home and uses the same supplier for both fuels, then their answers relate to that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated to one of the suppliers and they then answer the survey about that supplier. If they have electricity only, then their answers relate to the electricity supplier.

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Javascript is required to render chart Customer satisfaction: Overall customer service (GB).

Information correct as of: February 2020

This chart shows the proportion of domestic energy consumers who are satisfied or very satisfied with the level of customer service from their energy supplier. This chart is updated quarterly and is split by large, medium and small suppliers and also shows overall market satisfaction. 

The data comes from a survey conducted for Ofgem by Accent Research. This survey started in 2018 and is conducted every quarter. We use feedback from this survey to inform compliance engagement with individual suppliers, where appropriate.

The question asked in the survey which relates to this chart is:

Overall, how dissatisfied or satisfied are you with the customer service you have received from [supplier name].

Our customer satisfaction indicators – previous updates page contains charts previously featured in this section

Policy Areas:

  • Electricity - retail markets
  • Gas - retail markets

Data Table

Customer satisfaction: Overall customer service (GB)
QuarterLarge six suppliersMedium suppliersSmall suppliersOverall market
Q4 201872797474
Q1 201972757173
Q2 201971776172
Q3 201972776772
Q4 201971786972

More information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with the Citizens Advice Bureau. It is a quarterly survey of 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimension of satisfaction, such as customer service, billing, contacting suppliers, and switching processes.

Some consumers use different suppliers for electricity and gas. If a consumer has electricity and gas in their home and uses the same supplier for both fuels, then their answers relate to that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated to one of the suppliers, and they then answer the survey about that supplier. If they have electricity only, then their answers relate to the electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode methodology to collect data. In each wave, 300 interviews are completed face to face for those consumers with low or no internet access, while the remainder of the work is conducted via an online survey.  All satisfaction metrics are answered on a five point scale: very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied, and very satisfied. Ease of contact is answered on a different five point scale, as follows: very difficult, fairly difficult, neither easy nor difficult, fairly easy, and very easy.

The figures in the chart are split by supplier size groups – Large, medium, and small. The figures show aggregated results for customers of the suppliers in each group.

The Q4 2019 surveys covered 64 suppliers, including licensed suppliers and white labels. The group consisted of:

Six largest suppliers: British Gas, E.ON, EDF Energy, npower, ScottishPower, and SSE.

Medium suppliers: Avro, Bulb, Co-operative Energy, Octopus Energy, OVO Energy, Shell, Utility Warehouse, Green Network Energy and Utilita.

Small suppliers: all other 50 suppliers. 

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Source: Supplier data.

Information correct as of: February 2020

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q2 2014 and Q4 2019.

In each quarter, we update the suppliers included in each group, reflecting new entries and exits from the domestic market during the same period. We also add those existing suppliers for which a historic trend of complaints data has become available.  

As of February 2020, the chart includes complaints for the following suppliers: six largest, nine medium (Avro Energy, Bulb, Co-operative Energy, Green Network Energy, OVO, Octopus Energy, Shell Energy, Utilita, Utility Warehouse) and a selection of twenty nine small suppliers (Bristol Energy, Daligas, Ecotricity, Engie, Enstroga, E, Entice Energy, ESB Energy, Foxglove, GnERGY, Good Energy, Go Effortless Energy, Green Star Energy, Green Energy UK, Gulf Gas & Power UK, Igloo Energy, iSupply, Nabuh Energy, Orbit Energy, PFP Energy, Pure Planet, Robin Hood Energy, So Energy, Together Energy, Tonik, Utility Point, Yorkshire Energy, Zebra Power, Zog Energy).

A number of trade sales happened between October 2019 and January 2020, which are not reflected in the above groups and will be included in future complaint updates.

In October 2019, Shell Energy acquired Green Star Energy. Customer migration is still in process and complaints data for Green Star Energy is shown separately for Q4 2019.

In December 2019, E.ON completed the acquisition of npower’s domestic business. In Q4 2019, complaints data for the two companies is shown separately.

In January 2020, OVO completed the acquisition of SSE’s domestic business. In Q4 2019, OVO appears as a separate company and is included in the group of medium suppliers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)
Quarter/YearSix LargestMediumSmallAverage
Q2 2014365111439923520
Q3 20143404102211133270
Q4 20143556120515753415
Q1 20153598141610293444
Q2 2015290510016522702
Q3 2015263110376892448
Q4 2015211711648911997
Q1 2016197115338841897
Q2 2016186916156851808
Q3 2016174516186591697
Q4 20161827199310151819
Q1 20171983231012861999
Q2 20171959198911031933
Q3 20172016171910231943
Q4 20171902166111321843
Q1 20181963150111321872
Q2 20182046145212521938
Q3 2018216112167921945
Q4 20182092144612001940
Q1 20192157140912921981
Q2 20192023112910941797
Q3 2019197485720051718
Q4 2019171895114871519
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Source: Suppliers data.

Information correct as of: February 2020

This graph shows the total number of complaints received by the six largest energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six largest suppliers per 100,000 customer accounts
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
Q1 2013229577843170491815191376
Q2 2013169659463320562616111532
Q3 2013158246462936686713301335
Q4 2013241242283225801313991686
Q1 2014308446143758830313572760
Q2 2014284450113921689016483081
Q3 2014272542763482625820312985
Q4 2014282553413352656820692813
Q1 2015305141083695563526483474
Q2 2015250727123237333827203357
Q3 2015214126392539289827193475
Q4 2015171423842080209524122594
Q1 2016186625062039167422121751
Q2 2016157425331720205623181665
Q3 2016151823531643160522521577
Q4 2016155522231839187424421598
Q1 2017146324382250220024931929
Q2 2017139323562211198626232079
Q3 2017130424062553199628132070
Q4 2017105021782573179431611875
Q1 201888322592607212435811942
Q2 2018122122352415207034792117
Q3 2018148622912517220827992546
Q4 2018156019622720239521162427
Q1 2019152420133079246420152558
Q2 20191,3662,2612,7782,1881,9922,351
Q3 20191,2282,2872,7112,1601,8942,470
Q4 20191,0922,3411,7202,0661,7932239
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Chart

Source: Suppliers data.

Information correct as of: February 2020

This graph shows the total number of complaints received by the medium-sized energy suppliers per 100,000 customer accounts per quarter over the period Q1 2014 to Q4 2019.

The chart includes estimated data for OVO for the period Q4 2015 - Q1 2018. OVO has provided actual information from Q2 2018 onwards.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseOctopus EnergyBulbAvro EnergyGreen Network Energy
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322
Q4 201510691092526146719920
Q1 201612231354668237927690
Q2 20168401002919465220070
Q3 2016656109115633368178310
Q4 201656314792560384013854
Q1 201769120522419568510732
Q2 201778618821187600574264
Q3 2017112118371236414660126
Q4 201710661742908429461539
Q1 201812012122687301863170
Q2 201812922688914138956522963
Q3 20181794263980393978113211048721
Q4 201816293039919104091516828372169
Q1 20191188295110168781,09023925186517
Q2 20191,0071,6881,3755361,06323332076722
Q3 20191,0861,8711,4675411,147266383105692
Q4 20193421,6932,2116151,352334407160851
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Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2016 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (S-Z)
Quarter/YearSo EnergyTogether EnergyTonik EnergyUtility Point Yorkshire EnergyZog Energy Zebra Energy
Q1 20167
Q2 20163
Q3 201614
Q4 20163
Q1 201720
Q2 20174
Q3 201722
Q4 201727
Q1 201819
Q2 201816
Q3 20187702621114
Q4 2018561314299238
Q1 201961924330130135
Q2 201993275511233135
Q3 201910396621917165
Q4 201924284904140055
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Source: Supplier data.

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q3 2015 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (I-R)
Quarter/YeariSupply EnergyIgloo EnergyNabuh Energy Orbit EnergyPFP Energy Pure Planet Robin Hood Energy
Q1 2014
Q2 2014
Q3 2014
Q4 2014
Q1 2015
Q2 2015
Q3 201524
Q4 201516726
Q1 2016188533
Q2 20161595334
Q3 20161367535
Q4 2016888539
Q1 2017833952
Q2 2017684064
Q3 2017613783
Q4 20176055108
Q1 201863138102
Q2 20186711997
Q3 2018502412143926197
Q4 2018769729264839492103
Q1 2019956227323324776138
Q2 2019744020333015050128
Q3 2019733013624517186119
Q4 20195364115553103107148
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Chart

Source: Supplier data.

Information correct as of: February 2020

This graph shows the total number of complaints received by a selection of small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q4 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (F-H)
Quarter/YearFoxglove EnergyGreen Star Energy Good Energy GnERGYGreen Energy UK Gulf Gas & Power UKGo Effortless Energy
Q1 2014200
Q2 2014198
Q3 2014204
Q4 2014227
Q1 2015199
Q2 2015110
Q3 201554114
Q4 201575127
Q1 201686135
Q2 2016116103
Q3 201614057
Q4 201611942
Q1 20178981
Q2 201743101
Q3 20176669
Q4 20176772
Q1 20188663
Q2 201815453
Q3 201871278586513332
Q4 201818844479267666
Q1 2019249554922965113
Q2 20196744574146455
Q3 201964495801166610
Q4 2019454669785708
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