Customer Service

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 2017

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 gas suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between January and March 2017. From January 2017 onwards, a new methodology for the customer satisfaction survey has been used. Please see the more information tab for details.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large gas suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service68%68%67%60%65%72%
Satisfied with understandable bills69%63%67%63%65%73%
Satisfied with ease of contacting supplier69%69%69%61%67%73%
Would recommend supplier33%33%29%23%30%37%
Agree supplier values its customers36%30%31%22%31%40%

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?’

In 2017 Gfk changed their methodology in a number of ways that affect the comparability of data, wave on wave. From 2017 this data comes from an online survey, whereas prior to 2017, surveys were done online and over the phone. Also, prior to 2017, the five metrics presented were asked on a 5 point satisfaction scale. Customers were asked the extent they were satisfied with each aspect, and answered either very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.

From 2017 these answer scales have changed. Overall satisfaction, ease of contact and ease of understanding bill are now asked on 7 point scales. For these metrics we now show the data for those who said extremely satisfied, very satisfied or fairly satisfied. Recommendation is now asked on a scale of 0-10. We are showing data for customers who said that their likelihood to recommend their supplier on a scale of 0-10 was 8 or above. The question on suppliers valuing customers has remained a 5 point scale and so the data presented remains the same (those who answered very satisfied or fairly satisfied).  

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Chart

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

Source: GfK.

Information correct as of: September 2017

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 January and March 2017. From January 2017 onwards, a new methodology for the customer satisfaction survey has been used. Please see the more information tab for details.

Policy Areas:

  • Domestic consumers

Data Table

Customer satisfaction: Six large electricity suppliers

British GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service68%68%67%60%65%72%
Satisfied with understandable bills69%63%67%63%65%73%
Satisfied with ease of contacting supplier69%69%69%61%67%73%
Would recommend supplier31%30%28%19%27%34%
Agree supplier values its customers38%29%31%22%29%38%

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?’

In 2017 Gfk changed their methodology in a number of ways that affect the comparability of data, wave on wave. From 2017 this data comes from an online survey, whereas prior to 2017, surveys were done online and over the phone. Also, prior to 2017, the five metrics presented were asked on a 5 point satisfaction scale. Customers were asked the extent they were satisfied with each aspect, and answered either very satisfied, fairly satisfied, neither satisfied nor dissatisfied, fairly dissatisfied, very dissatisfied.

From 2017 these answer scales have changed. Overall satisfaction, ease of contact and ease of understanding bill are now asked on 7 point scales. For these metrics we now show the data for those who said extremely satisfied, very satisfied or fairly satisfied. Recommendation is now asked on a scale of 0-10. We are showing data for customers who said that their likelihood to recommend their supplier on a scale of 0-10 was 8 or above. The question on suppliers valuing customers has remained a 5 point scale and so the data presented remains the same (those who answered very satisfied or fairly satisfied).  

 

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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: Supplier data.

Information correct as of: August 2017

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q1 2014 and Q2 2017.

Within the small-sized supplier group, Green Star Energy began submitting data in Q3 2015 and Economy Energy began submitting data in Q2 2015. 

We now include Extra Energy in the group of small suppliers, as their gas and electricity customer account numbers have each declined below 250k since Q4 2016.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by all suppliers per 100,000 customer accounts (GB)

QuarterSix large suppliersMedium-sized suppliersSmall-sized suppliers
Q1 20143,7962,6401,241
Q2 20143,6511,143991
Q3 20143,4041,0221,111
Q4 20143,5551,2051,579
Q1 20153,5981,4161,030
Q2 20152,9051,001651
Q3 20152,6311,053669
Q4 20152,1171,095873
Q1 20161,9711,432882
Q2 20161,8691,437751
Q3 20161,7451,267754
Q4 20161,8271,4361,039
Q1 20171,9831,8681,230
Q2 20171,9591,880953
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Chart

Source: Suppliers data.

Information correct as of: August 2017

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 Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large suppliers per 100,000 customer accounts

QuarterBritish GasEDF energyE.ONnpowerScottishPowerSSE
Q1 20132,2957,7843,1704,9181,5191,376
Q2 20131,6965,9463,3205,6261,6111,532
Q3 20131,5824,6462,9366,8671,3301,335
Q4 20132,4124,2283,2258,0131,3991,686
Q1 20143,0844,6143,7588,3031,3572,760
Q2 20142,8445,0113,9216,8901,6483,081
Q3 20142,7254,2763,4826,2582,0312,985
Q4 20142,8515,3413,3526,5682,0692,813
Q1 20153,0514,1083,6955,6352,6483,474
Q2 20152,5072,7123,2373,3382,7203,357
Q3 20152,1412,6392,5392,8982,7193,475
Q4 20151,7142,3842,0802,0952,4122,594
Q1 20161,8662,5062,0391,6742,2121,751
Q2 20161,5742,5331,7202,0562,3181,665
Q3 20161,5182,3531,6431,6052,2521,577
Q4 20161,5552,2231,8391,8742,4421,598
Q1 20171,4632,4382,2502,2002,4931,929
Q2 20171,3932,3562,2111,9862,6232,079
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Chart

Source: Suppliers data.

Information correct as of: August 2017

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 Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by medium-sized suppliers per 100,000 customer accounts

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20143491,1821,3451,2241,949
Q2 20144869568393601,845
Q3 20144179496494471,772
Q4 20142479786311,2142,117
Q1 20152841,2276891,2382,711
Q2 20155481,0696257031,611
Q3 20151,2701,2125797271,322
Q4 20151,0691,0921641,4671,992
Q1 20161,2231,3541462,3792,769
Q2 20168401,0021124,6522,007
Q3 20166561,091803,3681,785
Q4 20165631,479783,8401,385
Q1 20176912,052795,6851,073
Q2 20177861,882796,005742
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Chart

Source: Supplier data.

Information correct as of: August 2017

This graph shows the total number of complaints received by the small-sized energy suppliers per 10,000 customer accounts per quarter over the period Q1 2014 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by small-sized suppliers per 10,000 customer accounts

Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 20141919320021
Q2 201425156198131
Q3 201437195204195
Q4 2014423782272819
Q1 2015541791993457
Q2 20154779110563162
Q3 2015297311454863476
Q4 201527811277510143119
Q1 201631104135867638112
Q2 201630105103116436865
Q3 2016379457140474682
Q4 20163086421195149240
Q1 20173210581895943371
Q2 201730108101436458271
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Chart

Source: Suppliers data.

Information correct as of: August 2017

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 Q2 2017.

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
Q4 2016517364505874
Q1 2017507467495876
Q2 2017507168465776
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Chart

Source: Suppliers data.

Information correct as of: August 2017

This graph shows the percentage of complaints resolved by small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by small-sized suppliers by end of next working day (%)

Quarter/YearEcotricity Spark EnergyGood EnergyGreen Star EnergyEconomy EnergyFlow EnergyExtra Energy
Q1 201493886437
Q2 20148882642321
Q3 20149288592438
Q4 20148183633119
Q1 20158582592017
Q2 2015845963341021
Q3 20158570603727828
Q4 201586785319272330
Q1 201668765117262143
Q2 201647774227432424
Q3 201645712932541827
Q4 201657614728451650
Q1 201765645928111539
Q2 201772704328253044
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Chart

Source: Suppliers data.

Information correct as of: August 2017

This graph shows the percentage of complaints resolved by medium-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q2 2017.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by medium-sized suppliers by end of next working day (%)

Quarter/YearCo-OperativeFirst UtilityOvoUtilitaUtility Warehouse
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 20153450699569
Q4 20153348589281
Q1 20163545348286
Q2 20162747308679
Q3 20163064308482
Q4 20162456368979
Q1 20174364519075
Q2 20174460459465
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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: Vulnerability report 2017.

Information correct as of: October 2017

This chart shows electricity suppliers’ disconnections for debt per ten thousand customers in debt from Q3 2016 to Q2 2017. Only suppliers that disconnected customers for debt during this period are shown on the graph.

For the number of customers disconnected see the ‘more information’ tab.

Policy Areas:

  • Domestic consumers

Data Table

Electricity suppliers: Disconnections for debt per 10,000 customers (GB)

SupplierDisconnections per 10,000 customers in debt
Green Energy60
Utility Warehouse22
Ecotricity12
npower7
SSE2

More information

At–a-glance summary

Between Q3 2016 and Q2 2017, six suppliers disconnected domestic electricity customers due to debt (100 disconnections in total).  Only suppliers that disconnected customers for debt during this period are shown.

The number of customers disconnected at each supplier between July 2016 and June 2017 was:

  • npower – 70
  • SSE – 15
  • Utility Warehouse – 12
  • Green Energy – 1
  • E.ON -1
  • Ecotricity - 1

Relevance and further information

Disconnecting a customer’s energy supply should always be a last resort and avoided wherever possible. SLC 27 prohibits suppliers from disconnecting pensioners during winter, and requires suppliers to take all reasonable steps to avoid disconnecting premises that include any pensioners, disabled or chronically sick customers in winter. Suppliers must not disconnect anyone whose debt they have not taken all reasonable steps to recover first by using a PPM.

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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: Vulnerability report 2017.

Information correct as of: October 2017

This chart shows the average number of weeks customers were given to repay their debt if they had a domestic gas PPM installed to repay debt between July 2016 and June 2017 (Q3 2016 – Q2 2017).

Policy Areas:

  • Domestic consumers

Data Table

Gas prepayment (PPM) customers: Average length of debt repayment plans agreed (GB)

SupplierAverage length of debt repayment arrangements agreed for PPM customers (gas), Q3 2016 - Q2 2017
Better Energy199
EDF Energy167
Utility Warehouse164
npower154
First Utility151
Scottish Power144
Spark Energy144
SSE122
E.ON116
Co-operative Energy106
British Gas97
Zog Energy79
Ecotricity73

More information

At–a-glance summary

This chart shows the average number of weeks customers were given to repay their debt if they had a domestic gas PPM installed to repay debt between July 2016 and June 2017 (Q3 2016 – Q2 2017). The average number of weeks that customers were given to repay their debt ranged from 73 to 199 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 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.

This data covers the period Q3 2016 to Q2 2017. This is the latest 12 month period for which we have data available.

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Chart

Source: Vulnerability report 2017.

Information correct as of: October 2017

This chart shows the average number of weeks customers were given to repay their debt if they had a domestic electricity PPM installed to repay debt between July 2016 and June 2017 (Q3 2016 – Q2 2017).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment (PPM) customers: Average length of debt repayment plans agreed (GB)

Average length of debt repayment arrangements agreed for PPM customers (electricity), Q3 2016 to Q2 2017
Spark Energy391
LoCO2 Energy257
Utility Warehouse213
First Utility202
Good Energy197
EDF Energy195
npower164
Scottish Power152
SSE152
E.ON131
Green Energy115
Co-operative Energy107
Ecotricity86
British Gas84
Bristol Energy61
utilita48
Ovo Energy45
Robin Hood Energy1

More information

At-a-glance summary

This chart shows the average number of weeks customers were given to repay their debt if they had a domestic electricity PPM installed to repay debt between July 2016 and June 2017 (Q3 2016 – Q2 2017). The average number of weeks that customers were given to repay their debt ranged from 1 to 391 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.

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Chart

Source: Vulnerability report 2017.

Information correct as of: October 2017

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 July 2016 and June 2017 (Q3 2016 – Q2 2017).

Policy Areas:

  • Domestic consumers

Data Table

Gas prepayment meter customers: Average weekly debt repayment rates (GB)

Average weekly debt repayment rates for PPM customers (gas), Q3 2016 to Q2 2017
Co-operative Energy14.73
Spark Energy10.00
Ovo Energy6.95
Scottish Power6.77
Zog Energy6.76
E.ON6.37
npower6.13
First Utility5.93
EDF Energy5.78
British Gas5.58
Utility Warehouse5.01
Better Energy5.00
Good Energy5.00
SSE4.96
utilita3.16
Robin Hood Energy1.00

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 between July 2016 and June 2017 (Q3 2016 – Q2 2017). The average weekly debt repayment rate ranged between £1.00 per week and £14.73 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.

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Chart

Source: Vulnerability report 2017.

Information correct as of: October 2017

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 July 2016 and June 2017 (Q3 2016 – Q2 2017).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment meter customers: Average weekly debt repayment rates (GB)

Average weekly debt repayment rates for PPM customers (electricity), Q3 2016 to Q2 2017
Co-operative Energy14.60
Ovo Energy7.94
E.ON7.07
Spark Energy6.82
npower6.34
Scottish Power6.17
First Utility5.94
British Gas5.69
Utility Warehouse5.64
EDF Energy5.59
SSE5.02
Bristol Energy5.00
Utilita3.13

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 between July 2016 and June 2017 (Q3 2016 – Q2 2017). The average weekly debt repayment rate ranged between £3.13 per week to £14.60 per week. For the majority of suppliers, the average was between £5 and £8.

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.

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Publications and updates

  • Published: 28th Sep 2017
  • Charts and data
  • 1 Associated documents
Upcoming release dates for our market indicators and data on the Ofgem Data Portal.