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: August 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
Q2 20197984

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 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimensions 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 regard 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 regard their electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode approach 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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Chart

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

Information correct as of: August 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
Q2 201971776172

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 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimensions 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 regard 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 regard their electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode approach 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 six, medium, and small. The figures show aggregated results for customers of the suppliers in each group.

The Q2 2019 surveys covered 64 suppliers, including licensed suppliers and white labels. The groups consist of:

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

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

Small suppliers: all other 50 suppliers.

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Chart

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

Information correct as of: August 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
Q2 2019592912

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 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimensions 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 regard 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 regard their electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode approach 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. 

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.

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Chart

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

Information correct as of: August 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
Q2 20197173

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 3,200 domestic energy consumers around Great Britain. The survey measures consumer satisfaction with their energy supplier across different dimensions 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 regard 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 regard their electricity supplier.

The survey commenced in Q4 2018. It uses a mixed mode approach 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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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: August 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 Q2 2019.

As of May 2019, the chart includes complaints for the following suppliers: six largest (British Gas, EDF energy, Eon, nPower, Scottish Power, SSE), seven medium (Co-operative Energy, Shell Energy, OVO, Utilita, Utility Warehouse, Green Star Energy, Bulb) and a selection of thirteen small suppliers (Better Energy, Breeze Energy, Bristol Energy, Ecotricity, Engie, Flow Energy, Good Energy, iSupply, PFP, Robin Hood, Tonik, 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 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 20182161121614321973
Q4 20182092144613671963
Q1 20192157141214162006
Q2 201920231,13315861835
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Chart

Source: Suppliers data.

Information correct as of: August 2019

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 Q2 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
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Chart

Source: Suppliers data.

Information correct as of: August 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 Q2 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
Q2 20191,0071,6881,3755421,0844,450320
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Chart

Source: Supplier data.

Information correct as of: August 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 Q2 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
Q2 20191216977594859
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Chart

Source: Supplier data.

Information correct as of: August 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 Q2 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 EnergyTonik
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 20186363139102711917
Q2 2018536712097371618
Q3 20185850261971031126
Q4 201879763941032032331
Q1 20199295247138891343
Q2 201974741501283301355
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Chart

Source: Suppliers data.

Information correct as of: August 2019

This graph shows the percentage of complaints resolved by the six largest energy suppliers by the end of the next day from when a complaint was reported over the period Q1 2013 to Q2 2019.

Policy Areas:

  • Domestic consumers

Data Table

Complaints resolved by the six largest 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
Q2 2019495172524180
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Chart

Source: Suppliers data.

Information correct as of: August 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 Q2 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
Q2 2019839555856692
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Chart

Source: Suppliers data.

Information correct as of: August 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 Q2 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 EnergyTonik
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 20184319862476917
Q2 201841248426507335
Q3 201855219532393026
Q4 201857409552246716
Q1 20195352925413423
Q2 201961449255375430
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Chart

Source: Suppliers data.

Information correct as of: August 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 Q2 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
Q2 201957499216556447
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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 2019.

Information correct as of: September 2019

This chart shows domestic electricity suppliers’ disconnections for debt January 2018 and December 2018 (Q1 2018 – Q4 2018). Only suppliers that disconnected customers for debt during this period are shown on the graph. There we no domestic gas disconnection for debt in 2018.

Policy Areas:

  • Domestic consumers

Data Table

Electricity suppliers: Disconnections for debt (GB)
SupplierTotal Disconnections
Green Energy5
E.ON1

More information

At–a-glance summary

Between January 2018 and December 2018 (Q1 2018 – Q4 2018), only two suppliers disconnected domestic electricity customers due to debt (6 disconnections in total). Green Energy disconnected 5 customers and E.ON disconnected 1 customer. The total number of disconnections is down from 14 in the equivalent period in 2018.

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. There we no gas disconnections for debt in 2018.

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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 2019.

Information correct as of: September 2019

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 January 2018 and December 2018 (Q1 - Q4 2018).

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 2018 - Q4 2018
Spark Energy312
Good Energy266
Bristol Energy210
Utility Warehouse200
EDF Energy192
Scottish Power169
npower160
Zog Energy150
Ovo Energy139
SSE135
E.ON123
British Gas122
Ecotricity114
Co-operative Energy88
Green Network Energy54
utilita42
Green Star Energy26
Bulb15

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 January 2018 and December 2018 (Q1 - Q4 2018).  The average number of weeks that customers were given to repay their debt ranged from 15 to 312 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 Q1 - Q4 2018. This is the latest 12 month period for which we have data available.

Methodology

 

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Chart

Source: Vulnerability Report 2019.

Information correct as of: September 2019

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 January 2018 and December 2018 (Q1 - Q4 2018).

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 2018 to Q4 2018
utilita476
isupply295
Good Energy270
Bristol Energy235
EDF Energy228
Scottish Power204
First Utility191
SSE178
npower175
Utility Warehouse157
E.ON153
Green Energy138
Ecotricity133
PFP Energy124
Spark Energy89
British Gas74
Co-operative Energy71
Green Network Energy68
Green Star Energy55
Ovo Energy47
Bulb Energy46

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 January 2018 and December 2018 (Q1 - Q4 2018).The average number of weeks that customers were given to repay their debt ranged from 46 to 476 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 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 2019.

Information correct as of: September 2019

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 2018 and December 2018 (Q1 - Q4 2018).

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 2018 to Q4 2018
Bristol Energy10.0
Co-operative Energy9.4
Ovo Energy7.0
Green Network Energy6.9
Zog Energy6.7
Scottish Power6.6
EDF Energy6.1
Spark Energy6.0
E.ON5.9
Ecotricity5.6
npower5.3
British Gas5.2
Good Energy5.2
Utility Warehouse4.8
SSE4.3
First Utility3.8
utilita3.1
Green Star Energy2.6
Bulb Energy0.6

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 2018 and December 2018 (Q1 - Q4 2018). The average weekly debt repayment rate ranged between £.06 per week and £10.0 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 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 2019.

Information correct as of: September 2019

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 2018 (Q1 - Q4 2018).

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 2018 to Q4 2018
Bristol Energy9.3
Ovo Energy8.2
Co-operative Energy8.0
Green Star Energy7.5
Green Energy7.4
Good Energy7.1
Green Network Energy6.9
Scottish Power6.6
E.ON6.4
EDF Energy6.3
Ecotricity6.2
First Utility6.0
isupply5.4
npower5.3
Spark Energy5.1
Utility Warehouse4.9
SSE4.5
British Gas4.1
utilita3.0
Bulb Energy2.5

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 2018 and December 2018 (Q1 - Q4 2018). The average weekly debt repayment rate ranged between £2.5 per week to £9.3 per week. For the majority of suppliers, the average was 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 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

Publications and updates

  • Published: 26th Sep 2019
  • Charts and data
  • 1 Associated documents
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