Data portal

Energy suppliers offer more than different prices – they also offer different levels of customer service. These indicators give a snapshot of the performance trends we monitor on supplier customer service. 

Our indicators are accessible as interactive charts which we will update regularly throughout the year. You can refine and expand chart views as well as download data and graphics based on your selections.

If you have feedback on the indicators, please contact us.

Select from the below to view the indicators and for an overview of our monitoring themes.

Service quality

We all expect certain things from our energy suppliers, like understandable bills and being able to contact them when we need to.  These indicators compare how suppliers perform on those and other fundamental points.

Chart

Javascript is required to render chart Customer satisfaction: Six large gas suppliers.

Source: GfK.

Information correct as of: September 2016

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between July and September 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service50%57%56%47%49%56%
Satisfied with understandable bills51%59%57%51%56%52%
Satisfied with ease of contacting supplier69%72%77%63%71%90%
Would recommend supplier34%43%41%29%36%42%
Agree supplier values its customers31%38%38%28%31%35%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

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Chart

Javascript is required to render chart Customer satisfaction: Six large electricity suppliers.

Source: GfK.

Information correct as of: September 2016

We expect certain things from our energy suppliers, like being able to contact them when we need to and clear utility bills we can understand. You can use this chart to compare how the six large electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between July and September 2016.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service51%53%55%44%48%56%
Satisfied with understandable bills51%56%54%52%53%55%
Satisfied with ease of contacting supplier67%77%65%64%63%86%
Would recommend supplier37%38%38%27%35%42%
Agree supplier values its customers33%34%36%26%29%35%

More information

Methodology

This data comes from the GfK Energy Research Panel. It’s a semi-continuous, nationally representative panel of 10,000 homes in Great Britain. The panel provides ongoing satisfaction and switching information. The data is not for commercial use. 

Customers were asked the question 'How satisfied are you with the service you get from your current supplier?’

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If things go wrong

No-one wants to have to complain about their energy supplier, and if you do, you want them to resolve your problem as soon as possible. Ofgem, Citizens Advice and the Ombudsman publish complaints statistics. The separate statistics show how many complaints suppliers receive, how many Citizens Advice handle, weighted by the seriousness of the complaint, and how many are accepted by the Ombudsman after failing to be resolved by the supplier. This helps to show a full picture of the customer’s complaint from start to finish. 

The complaints data has been provided by each supplier. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008. 

Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the total number of complaints received by the six large energy suppliers per 100,000 customer accounts per quarter over the period Q1 2013 to Q3 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts
QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
01/01/20132,2957,7843,1704,9181,5191,376
01/04/20131,6965,9463,3205,6261,6111,532
01/07/20131,5824,6462,9366,8671,3301,335
01/10/20132,4124,2283,2258,0131,3991,686
01/01/20143,0844,6143,7588,3031,3572,760
01/04/20142,8445,0113,9216,8901,6483,081
01/07/20142,7254,2813,4786,2582,0312,985
01/10/20142,8515,3413,3526,5682,0692,813
01/01/20153,0514,1083,6955,6352,6483,474
01/04/20152,5072,7123,2373,3382,7203,357
01/07/20152,1412,6392,5392,8982,7193,475
01/10/20151,7142,3842,0802,0952,4122,594
01/01/20161,8662,5062,0391,6742,2121,751
01/04/20161,5742,5331,7202,0562,3181,665
01/07/20161,5182,3531,6431,6052,2521,577
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Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the percentage of complaints resolved by the six large energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q3 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyE.ONnpowerScottishPowerSSE
Q1 2013799193876375
Q2 2013728993876565
Q3 2013728389896272
Q4 2013768281905073
Q1 2014808482865082
Q2 2014788480815185
Q3 2014778481855186
Q4 2014758782894985
Q1 2015758481884887
Q2 2015707678744788
Q3 2015687875695288
Q4 2015577970635584
Q1 2016577768394977
Q2 2016528063485477
Q3 2016547959585975
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Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the total number of complaints received by small and medium sized energy suppliers per 100,000 customer accounts.

Note: Some suppliers calculated this indicator for 100,000 customers as opposed 100,000 customer accounts prior to Q1 2015.

 

Extra Energy, no data submitted for Q3 2016

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small and medium sized suppliers per 100,000 customer accounts
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 20143491,1821931,3451,9351,2241,949
Q2 20149209562511538391,5443741,926
Q3 20147879493993716491,9424471,769
Q4 20144719784184896311,4521,2142,117
Q1 20155581,2275825696891,7921,2382,711
Q2 20155481,0694726186257897031,611
Q3 20151,2701,2122868655797317271,322
Q4 20151,0691,0922731,3721648061,4671,992
Q1 20161,2231,3543131,1211461,0402,3792,769
Q2 20168401,0023026541121,0524,6522,007
Q3 20166561,091370.801,0413,3681,785
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Chart

Source: Suppliers data.

Information correct as of: November 2016

This graph shows the percentage of complaints resolved by small and medium sized energy suppliers by the end of the next working day from when a complaint was reported.

 

Extra Energy, no data submitted for Q3 2016

Utilita data relates to the period for Q3 2016 up to 07 September 2016 only

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small and medium sized suppliers by end of next working day (%)
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 201465159370888291
Q2 20145142882180826588
Q3 20144125923875888392
Q4 20143550811971838695
Q1 20154948851773828995
Q2 20155152842183599582
Q3 20153450852769709569
Q4 20153348863058789281
Q1 20163545684134768286
Q2 20162747472330778579
Q3 2016306445.30718482
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Chart

Source: Ombudsman Services: Energy.

Information correct as of: May 2016

Ombudsman Services: Energy can investigate if your complaint hasn’t been resolved to your satisfaction after eight weeks, or if the supplier tells you they can't do any more to resolve it. Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

Policy Areas:

  • Domestic consumers

Data Table

Complaints accepted by the Energy Ombudsman per 100,000 customers
Complaints per 100,000 customersQ1 2015Q2 2015Q3 2015Q4 2015Q1 2016
British Gas89978
EDF97755
E.ON1314151215
npower6557716672
ScottishPower173122897262
SSE44433
Co-op205813610375
First Utility3938413330
Ovo14101076
Utility Warehouse65645
Extra Energy139192

More information

Complaints accepted by the Energy Ombudsman: At-a-glance summary

Compared per 100,000 customers, the Ombudsman received between 3 and 192 complaints about individual suppliers between January 2015 and March 2016.

Data is provided by Ombudsman Services: Energy and these figures include complaints from micro-businesses.

You can find out more about the Ombudsman’s powers to investigate complaints in their Terms of Reference.

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Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows domestic gas suppliers’ disconnections for debt per 1 million customers during 2015. Only suppliers that disconnected customers for debt during this period are shown on the graph.

Note – many suppliers do not have over 1 million customers, so these numbers are only to compare the performance of suppliers. For the number of customers disconnected see the ‘more information’ tab.

Policy Areas:

  • Domestic consumers

Data Table

Gas suppliers: Disconnections for debt per million customers (GB)
SupplierDisconnections per 1 million customers
Utility Warehouse47
Ecotricity31
npower10
SSE2
Ovo Energy2

More information

At–a-glance summary

During 2015, five suppliers disconnected domestic gas customers due to debt (49 disconnections in total). Utility Warehouse disconnected the largest number of customers, with 20 customers disconnected. It was also the worst performer relative to the number of customers – this was equivalent to disconnecting 47 customers if it had 1 million customers. Only suppliers that disconnected customers for debt during 2015 are shown.

The number of customers disconnected at each supplier during 2015 was:

  • Utility Warehouse - 20
  • npower - 19
  • SSE - 7
  • Ecotricity - 2
  • Ovo Energy - 1

Relevance and further information

Suppliers must only use disconnection as a last resort. They must not disconnect customers in debt unless they have offered a range of repayment options and have exhausted all available means to recover a debt.

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Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows electricity suppliers’ disconnections for debt per 1 million domestic customers during 2015. Only suppliers that disconnected customers for debt during this period are shown on the graph.

Note – many suppliers do not have over 1 million customers, so these numbers are only to compare the performance of suppliers. For the number of customers disconnected see the ‘more information’ tab.

Policy Areas:

  • Domestic consumers

Data Table

Electricity suppliers: Disconnections for debt per million customers (GB)
SupplierDisconnections per 1 million customers
Green Energy367
Utility Warehouse75
npower49
Ecotricity42
Good Energy15
Extraenergy10
SSE4
Ovo Energy2

More information

At–a-glance summary

During 2015, eight suppliers disconnected domestic electricity customers due to debt (204 disconnections in total). Npower disconnected the largest number of customers, with 138 customers disconnected. The worst performer relative to the number of customers was Green Energy, who disconnected five customers – equivalent to disconnecting 367 if it had 1 million customers. Only suppliers that disconnected customers for debt during 2015 are shown.

The number of customers disconnected at each supplier during 2015 was:

  • npower - 138
  • Utility Warehouse - 37
  • SSE - 16
  • Green Energy - 5
  • Ecotricity - 4
  • Extra Energy - 2
  • Ovo Energy – 1

Relevance and further information

Suppliers must only use disconnection as a last resort. They must not disconnect customers in debt unless they have offered a range of repayment options and have exhausted all available means to recover a debt.

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Extra support

Sometimes you might need your supplier to go the extra mile, for example by helping you to repay an energy debt. These indicators compare how well suppliers support their customers.

Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows the average number of weeks repay by customers who had a domestic gas prepayment meter (PPM) installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016).

Policy Areas:

  • Domestic consumers

Data Table

Gas PPM customers: Average length of debt repayment plans agreed (GB)
SupplierAverage length of debt repayment arrangements agreed for PPM customers (gas), Q2 2015 - Q1 2016
Spark Energy439
EDF Energy186
Good Energy146
SSE130
Ovo Energy123
First Utility120
Co-operative Energy119
Utility Warehouse119
Ecotricity118
ScottishPower118
npower110
E.ON106
British Gas95
Zog Energy65
Utilita36

More information

At–a-glance summary

This chart shows the average number of weeks repay by customers who had a domestic gas PPM installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016). The average number of weeks that customers were given to repay their debt ranged from 36 to 439 weeks.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPMs installed for debt for each supplier in the four quarters.

Relevance

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

close

Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows the average number of weeks repay by customers who had a domestic electricity prepayment meter (PPM) installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016).

Policy Areas:

  • Domestic consumers

Data Table

Electricity PPM customers: Average length of debt repayment plans agreed (GB)
SupplierAverage length of debt repayment arrangements agreed for PPM customers (electricity), Q2 2015 to Q1 2016
LoCO2 Energy 361
Spark Energy 310
Good Energy 287
EDF Energy 197
Green Energy 192
SSE 147
Ecotricity 129
npower 123
First Utility 117
ScottishPower 114
E.ON 113
Utility Warehouse 97
Ovo Energy 96
Co-operative Energy 94
British Gas 81
Utilita 60

More information

At-a-glance summary

This chart shows the average number of weeks repay by customers who had a domestic electricity PPM installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016), the average number of weeks that customers were given to repay their debt ranged from 60 to 361 weeks.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installs for debt for each supplier in the four quarters.

Relevance

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

close

Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows the average weekly debt repayment rates for customers who had a domestic gas prepayment meter (PPM) installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016).

Policy Areas:

  • Domestic consumers

Data Table

Gas prepayment meter customers: Average weekly debt repayment rates (GB)
SupplierAverage weekly debt repayment rates for PPM customers (gas), Q2 2015 to Q1 2016
Co-operative Energy 14.35
First Utility 10.59
Zog Energy 10.00
Utility Warehouse 9.37
Ovo Energy 8.07
Good Energy 7.95
ScottishPower 7.74
npower 6.97
E.ON 6.44
British Gas 5.83
EDF Energy 5.57
Spark Energy 5.45
SSE 5.02
Ecotricity 4.92
Utilita 3.35

More information

At-a-glance summary

This chart shows the average weekly debt repayment rates for customers who had a domestic gas PPM installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016). The average weekly debt repayment rate ranged between £3.35 per week and £14.35 per week, with the majority being between £5 and £7.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installs for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

close

Chart

Source: Social Obligations Report.

Information correct as of: September 2016

This chart shows the average weekly debt repayment rates for customers who had a domestic electricity prepayment meter (PPM) installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment meter customers: Average weekly debt repayment rates (GB)
SupplierAverage weekly debt repayment rates for PPM customers (electricity), Q2 2015 to Q1 2016
Good Energy 43.79
Co-operative Energy 15.23
First Utility 11.06
Utility Warehouse 9.49
Ovo Energy 9.25
ScottishPower 7.51
npower 7.22
Green Energy 7.17
E.ON 7.07
British Gas 5.82
Spark Energy 5.49
Ecotricity 5.20
EDF Energy 5.11
SSE 5.07
LoCO2 Energy 5.00
Utilita 3.22

More information

At-a-glance summary

This chart shows the average weekly debt repayment rates for customers who had a domestic electricity PPM installed to repay debt during the period between April 2015 and March 2016 (Q2 2015 – Q1 2016). The average weekly debt repayment rate ranged between £3.22 per week to £43.79 per week. The latter figure is an outlier: Good Energy had only two new PPM installs to pay off debt in the last quarter. £15.23 is the next highest figure. For the majority of suppliers the average was between £5 and £10.

Note: Only suppliers who had PPM customers repaying a debt during at least one of the four quarters are shown on the graph. For each supplier shown on the graph, we have calculated a weighted average of the last four quarters based on the total number of new PPM installs for debt for each supplier in the four quarters.

Relevance and further information

Suppliers must offer the customer an option to pay for their electricity and gas through a PPM to recover debt where it is safe and reasonably practicable in all circumstances for the customer to do so.

close