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 show customer satisfaction with those and other fundamental points, for the overall market and across different groups of suppliers. The data comes from a new dedicated quarterly energy satisfaction survey commissioned in 2018 by Ofgem in conjunction with Citizens Advice. 

For previously published customer satisfaction indicators based on a different survey and methodology as of February 2017 please see Customer satisfaction indicators - previous updates.

Chart

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

Information correct as of: May 2019

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

More Information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with Citizens Advice Bureau. It is a quarterly survey of 3200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier together with various 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 mains electricity and mains gas in their home and uses the same supplier for both fuels, they answer about that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated which supplier to answer the survey about. If they have mains electricity only they answer about their electricity supplier.

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

All satisfaction metrics are answered on a 5 point scale ranging from very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied to very satisfied. 

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Chart

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

Information correct as of: May 2019

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

More information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with Citizens Advice Bureau. It is a quarterly survey of 3200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier together with various 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 mains electricity and mains gas in their home and uses the same supplier for both fuels, they answer about that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated which supplier to answer the survey about. If they have mains electricity only they answer about their electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode to collect data. In each wave, 300 interviews are completed face to face in consumers’ homes targeting those with low or no internet access, while the remainder of the fieldwork is conducted via an online survey.  All satisfaction metrics are answered on a 5 point scale ranging from very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied to very satisfied. Ease of contact is asked on a 5 point scale ranging from very difficult, fairly difficult, neither easy nor difficult, fairly easy to very easy. 

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

Large six suppliers: British Gas, E.ON, EDF Energy, npower, ScottishPower, SSE

Medium suppliers: Bulb, Co-operative Energy, First Utility, Green Star Energy, Octopus Energy, OVO Energy, Utility Warehouse, Utilita

Small suppliers: all other suppliers 

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Chart

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

Information correct as of: May 2019

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

More information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with Citizens Advice Bureau. It is a quarterly survey of 3200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier together with various 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 mains electricity and mains gas in their home and uses the same supplier for both fuels, they answer about that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated which supplier to answer the survey about. If they have mains electricity only they answer about their electricity supplier.

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

Ease of contact is asked on a 5 point scale ranging from very difficult, fairly difficult, neither easy nor difficult, fairly easy to very easy.

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Chart

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

Information correct as of: May 2019

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

More Information

Methodology

This data comes from a dedicated energy satisfaction survey commissioned by Ofgem in conjunction with Citizens Advice Bureau. It is a quarterly survey of 3200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier together with various 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 mains electricity and mains gas in their home and uses the same supplier for both fuels, they answer about that supplier. If they have both fuels but use a different supplier for each, they are randomly allocated which supplier to answer the survey about. If they have mains electricity only they answer about their electricity supplier.

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

All satisfaction metrics are answered on a 5 point scale ranging from very dissatisfied, dissatisfied, neither satisfied nor dissatisfied, satisfied to very 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 is provided by suppliers. As of July 2018, suppliers are required to submit complaints data to us on a monthly and quarterly basis. They also publish domestic complaints data on their websites, including their 'top 5' reasons for complaints and the measures they are taking to improve how they handle customer complaints. The six large suppliers have voluntarily published quarterly domestic complaints data since 1 October 2012, and many smaller suppliers have done so from 1 April 2013. At present, we generally cover suppliers with at least one full year of data. We expect to publish complaints data from all suppliers in the market from summer 2019. Missing data points in the complaints charts are due to suppliers not making the information available in time for our publication update. We have investigated Scottish Power and npower for breaches of the Complaint Handling Standards Regulations 2008.

Chart

Source: Supplier data.

Information correct as of: May 2019

This chart shows the total number of complaints received quarterly by each energy supplier group per 100,000 customer accounts between Q2 2014 and Q1 2019.

As of May 2019, the chart includes complaints for the following suppliers: six large, seven medium (Co-operative Energy, Shell Energy, OVO, Utilita, Utility Warehouse, Green Star Energy, Bulb) and a selection of twelve small suppliers (Better Energy, Breeze Energy, Bristol Energy, Ecotricity, Engie, Flow Energy, Good Energy, iSupply, PFP, Robin Hood, Solarplicity, Zog Energy).

In May 2018, Co-operative Energy bought Flow Energy through direct corporate acquisition and has been operating it as a fully owned, but separately licensed brand.

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

Medium and small suppliers have started submitting complaints data to us only from Q3 2018, after the introduction of our mandatory complaints reporting. We expect to start incorporating this additional information from Q3 2019, when a historic trend becomes available for these suppliers.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by suppliers per 100,000 customer accounts (GB)
Quarter/YearSix LargeMediumSmallAverage
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 20182161121614321973
Q4 20182092144613671963
Q1 20192157141214162006
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Chart

Source: Suppliers data.

Information correct as of: May 2019

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 Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by the six large 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
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Chart

Source: Suppliers data.

Information correct as of: May 2019

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 Q1 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 WarehouseGreen Star EnergyBulb
Q1 20143491182134512251949
Q2 20144869568393601845
Q3 20144179496494471772
Q4 201424797863112142117
Q1 2015284122768912382711
Q2 201554810696257031611
Q3 2015127012125797271322540
Q4 201510691092526146719927520
Q1 201612231354668237927698620
Q2 201684010029194652200711570
Q3 20166561091156333681783140010
Q4 2016563147925603840138511914
Q1 201769120522419568510738882
Q2 201778618821187600574243064
Q3 2017112118371236414660165726
Q4 201710661742908429461566639
Q1 201812012122687301863185970
Q2 2018129226889141389565154063
Q3 2018179426398039397812779110
Q4 20181629303991910409154444283
Q1 201911882951101688411015544251
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Chart

Source: Supplier data.

Information correct as of: May 2019

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 Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngieBreeze Energy
Q1 20141921
Q2 20141192513
Q3 20141443719
Q4 2014604228
Q1 2015565434
Q2 2015974731
Q3 2015942934
Q4 2015412743
Q1 201661103138
Q2 201658813068
Q3 201657663746
Q4 201650119304978
Q1 201724138324334
Q2 201710115305852
Q3 201710110398010079
Q4 201720104491185423
Q1 2018141344782479
Q2 201862074253576
Q3 20181321039102796
Q4 20181521047200631
Q1 20192822687277764
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Chart

Source: Supplier data.

Information correct as of: May 2019

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 Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints received by a selection of small-sized suppliers per 10,000 customer accounts (G-Z)
Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicityZog Energy
Q1 201420064
Q2 201419834
Q3 201420426
Q4 201422729
Q1 201519940
Q2 201511037
Q3 20151142425
Q4 20151271672623
Q1 2016135188733177
Q2 2016103159533473
Q3 20165713678354214
Q4 201642888139443
Q1 2017818338523820
Q2 2017101683864544
Q3 2017696133833522
Q4 20177260561085027
Q1 201863631391027119
Q2 20185367120973716
Q3 201858502619710311
Q4 2018797639410320323
Q1 201992952471388913
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Chart

Source: Suppliers data.

Information correct as of: May 2019

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 Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six large suppliers by end of next working day (%)
Quarter/YearBritish GasEDF energyEonnPowerScottish PowerSSE
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
Q3 2017516971455976
Q4 2017486269405774
Q1 2018515969406274
Q2 2018535869425976
Q3 2018605878495477
Q4 2018585276494478
Q1 2019555276513981
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Chart

Source: Suppliers data.

Information correct as of: May 2019

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (A-F)
Quarter/YearBetter EnergyBristol EnergyEcotricityFlow EnergyEngieBreeze Energy
Q1 20149337
Q2 2014858823
Q3 2014839224
Q4 2014938131
Q1 20151008520
Q2 2015928410
Q3 2015100858
Q4 20151008623
Q1 2016100876821
Q2 201696654724
Q3 2016100464518
Q4 2016966357160
Q1 20177175651524
Q2 201710073723019
Q3 2017100855364495
Q4 2017938653303197
Q1 201873895883781
Q2 2018759050155281
Q3 2018649149535683
Q4 2018369359457067
Q1 2019739456586792
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Chart

Source: Suppliers data.

Information correct as of: May 2019

This graph shows the percentage of complaints resolved by a selection of small-sized energy suppliers by the end of the next working day from when a complaint was reported over the period Q1 2014 to Q1 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by a selection of small-sized suppliers by end of next working day (%) (G-Z)
Quarter/YearGood EnergyiSupplyPFPRobin HoodSolarplicityZog Energy
Q1 20146453
Q2 20146425
Q3 20145926
Q4 20146319
Q1 20155935
Q2 20156336
Q3 2015607519
Q4 20155318365
Q1 201651217321160
Q2 20164216821850
Q3 2016291182145922
Q4 2016475817760
Q1 20175936338033
Q2 20174337039333
Q3 201734468155233
Q4 2017421370221665
Q1 201843198624769
Q2 2018412484265073
Q3 2018552195323930
Q4 2018574095522467
Q1 201953529254134
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Chart

Source: Suppliers data.

Information correct as of: May 2019

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 Q1 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 resolved by medium-sized suppliers by end of next working day (%)
Quarter/YearCo-OperativeShell EnergyOvoUtilitaUtility WarehouseGreen Star EnergyBulb
Q1 20146515708291
Q2 20145142806588
Q3 20144125758392
Q4 20143550718695
Q1 20154948738995
Q2 20155152839582
Q3 2015345069956937
Q4 20153348879281190
Q1 20163545858286170
Q2 20162747918679270
Q3 20163064968482320
Q4 20162456988979280
Q1 20174364989075280
Q2 201744609694652868
Q3 201758499794502886
Q4 201756459693502187
Q1 201857549186484378
Q2 201857599173453776
Q3 201869639053555585
Q4 201870669130536079
Q1 201960669027545280
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Chart

Javascript is required to render chart Gas suppliers: Disconnections for debt (GB).

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows domestic gas suppliers’ disconnections for debt January 2017 and December 2017 (Q1 2017 – Q4 2017). Only suppliers that disconnected customers for debt during this period are shown on the graph.

Policy Areas:

  • Domestic consumers

Data Table

Gas suppliers: Disconnections for debt (GB)
SupplierTotal Disconnections
E.ON2
Ecotricity1

More information

At–a-glance summary

Between January 2017 and December 2017 (Q1 2017 – Q4 2017), only two suppliers disconnected domestic gas customers due to debt (3 disconnections in total). E.ON disconnected 2 customers and  Ecotricity 1. The total number of disconnections is down from 53 in the equivalent period in 2016.

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

Javascript is required to render chart Electricity suppliers: Disconnections for debt (GB) .

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows domestic electricity suppliers’ disconnections for debt January 2017 and December 2017 (Q1 2017 – Q4 2017). Only suppliers that disconnected customers for debt during this period are shown on the graph.

Policy Areas:

  • Domestic consumers

Data Table

Electricity suppliers: Disconnections for debt (GB)
SupplierTotal Disconnections
SSE9
E.ON3
Ecotricity1
Green Energy1

More information

At–a-glance summary

Between January 2017 and December 2017 (Q1 2017 – Q4 2017), four suppliers disconnected domestic electricity customers due to debt (14 disconnections in total). SSE disconnected 9 customers, E.ON disconnected 3 customers and Ecotricity and Green Energy disconnected 1 each. The total number of disconnections is down from 157 in the equivalent period in 2016.

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: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic gas PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 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), Q1 2017 - Q4 2017
PFP Energy308
First Utility295
Good Energy270
Green Star Energy220
EDF Energy168
npower158
Utility Warehouse147
Scottish Power147
SSE125
E.ON120
Spark Energy120
Zog Energy108
Ecotricity108
British Gas102
Better Energy94
Co-operative Energy91
utilita41
Ovo Energy40
Robin Hood Energy9

More information

At-a-glance summary

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic gas PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).  The average number of weeks that customers were given to repay their debt ranged from 9 to 308 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. Suppliers are expected to set a level of debt repayment that is affordable for the customer, this can mean customers with high level of debts will be making repayments for a considerable period of time.

This data covers the period Q1 - Q4 2017. This is the latest 12 month period for which we have data available.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic electricity PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).

Policy Areas:

  • Domestic consumers

Data Table

Electricity prepayment (PPM) customers: Average length of debt repayment plans agreed (GB)
SupplierAverage length of debt repayment arrangements agreed for PPM customers (electricity), Q1 2017 to Q4 2017
isupply429
Spark Energy354
First Utility327
Good Energy273
Green Star Energy236
EDF Energy202
Scottish Power181
npower173
SSE164
LoCO2 Energy159
Utility Warehouse150
E.ON142
Green Energy121
Ecotricity105
Co-operative Energy97
British Gas83
Bristol Energy61
utilita56
Ovo Energy43
Robin Hood Energy9

More information

At-a-glance summary

This chart shows the average number of weeks customers are expected to take to repay their debt if they had a domestic electricity PPM installed to repay debt between January 2017 and December 2017 (Q1 - Q4 2017).The average number of weeks that customers are expected to take to repay their debt ranged from 9 to 429 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 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. Suppliers are expected to set a level of debt repayment that is affordable for the customer, this can mean customers with high level of debts will be making repayments for a considerable period of time.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

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 January 2017 and December 2017 (Q1 - Q4 2017).

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), Q1 2017 to Q4 2017
Co-operative Energy14.26
Spark Energy10.92
Zog Energy7.76
Ecotricity7.18
Robin Hood Energy7.00
PFP Energy6.85
E.ON6.33
Ovo Energy6.17
Scottish Power6.08
First Utility5.99
EDF Energy5.93
npower5.72
British Gas5.37
Better Energy5.00
Green Star Energy5.00
Utility Warehouse4.91
SSE4.71
Good Energy4.50
utilita3.08

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 January 2017 and December 2017 (Q1 - Q4 2017). The average weekly debt repayment rate ranged between £3.08 per week and £14.26 per week, with the majority being between £4 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 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.

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Chart

Source: Vulnerability Report 2018.

Information correct as of: June 2018

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 January 2017 and December 2017 (Q1 - Q4 2017).

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), Q1 2017 to Q4 2017
Co-operative Energy14.11
Green Energy7.61
Ovo Energy7.01
Robin Hood Energy7.00
Spark Energy6.97
Ecotricity6.93
E.ON6.89
EDF Energy6.09
First Utility5.99
npower5.89
isupply5.56
Scottish Power5.52
Utility Warehouse5.34
British Gas5.22
Bristol Energy5.00
Green Star Energy5.00
LoCO2 Energy5.00
SSE4.87
Good Energy4.33
utilita3.03

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 January 2017 and December 2017 (Q1 - Q4 2017). The average weekly debt repayment rate ranged between £3.03 per week to £14.11 per week. For the majority of suppliers, the average was 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 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.

close

Publications and updates

  • Published: 25th Jul 2019
  • Charts and data
  • 1 Associated documents
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