Switching your energy supplier

Mae’r dudalen yma ar gael yn Gymraeg.

We’ve created an easy online guide to help you compare tariffs and get a better deal on your gas and electricity bills: Be An Energy Shopper.

 

Be An Energy Shopper

The Be An Energy Shopper website includes:

  • New tools to help people compare the different tariffs
  • A glossary explaining the language used on bills
  • Links to other useful sites
  • A downloadable guide which you can print off and read at leisure, or pass on to family members who don’t have internet access
Go to Be An Energy Shopper >

Shop with confidence

We have also approved a number of online comparison services that are a good place to look when comparing deals. These websites operate in accordance with our Confidence Code and can be trusted as a source of information when you are looking at different deals and tariffs.

View accredited comparison websites >                                                                                                                                 

Where can I find more information?

You can find a list of suppliers and their telephone numbers in our Energy Best Deal booklet.

We are changing the way suppliers put together and explain their tariffs in order to make it simpler to choose which is best for you. You can read more about these changes in our section Simpler, Clearer, Fairer.

The Citizen's Advice website has information on how to move your gas or electricity meter.

Customer service indicators

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

Source: GfK.

Information correct as of: December 2015

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 largest electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between July and September 2015.

Data Table

Customer satisfaction: Six large gas suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service50%55%56%45%50%52%
Satisfied with understandable bills52%55%56%47%53%54%
Satisfied with ease of contacting supplier70%70%59%58%54%78%
Would recommend supplier34%37%41%29%35%41%
Agree supplier values its customers30%33%37%28%26%31%

More information

Customer satisfaction: At-a-glance summary

Among the six largest gas suppliers, between July and September 2015:

  • 45-56% of consumers were quite or very satisfied with the service they received from their gas supplier
  • 47-56% of consumers were quite or very satisfied that their gas bills are easy to understand
  • 54-78% of consumers were quite or very satisfied with the ease of contacting their gas supplier
  • 29-41% of consumers would strongly recommend or recommend their gas supplier
  • 28-37% of consumers strongly agree or agree that their gas supplier values its customers.
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. 

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Chart

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

Source: GfK.

Information correct as of: December 2015

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 largest electricity suppliers perform on these, alongside other customer satisfaction measures. The data comes from the GfK Energy Research Panel and covers the period between July and September 2015.

Data Table

Customer satisfaction: Six large electricity suppliers
CategoryBritish GasEDFE.ONnpowerScottishPowerSSE
Satisfied with supplier service52%52%52%44%47%52%
Satisfied with understandable bills53%55%54%50%52%56%
Satisfied with ease of contacting supplier78%73%62%64%48%78%
Would recommend supplier35%36%37%28%32%41%
Agree supplier values its customers32%32%35%28%25%32%

More information

Customer satisfaction: At-a-glance summary

Among the six largest electricity suppliers, between July and September 2015:

  • 44-52% of consumers were quite or very satisfied with the service they received from their electricity supplier
  • 50-56% of consumers were quite or very satisfied that their electricity bills are easy to understand
  • 48-78% of consumers were quite or very satisfied with the ease of contacting their electricity supplier
  • 28-41% of consumers would strongly recommend or recommend their electricity supplier
  • 25-35% of consumers strongly agree or agree that their electricity supplier values its customers.
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.

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Javascript is required to render chart Complaints accepted by the Energy Ombudsman per 100,000 customers.

Source: Ombudsman Services: Energy.

Information correct as of: December 2015

Ombudsman Services: Energy can investigate if your complaint hasn’t been resolved to your satisfaction after 8 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.

Data Table

Complaints accepted by the Energy Ombudsman per 100,000 customers
Complaints per 100,000 customersQ1 2015Q2 2015Q3 2015
British Gas899
EDF977
E.ON131415
npower655771
Scottish Power17312289
SSE444
Co-op2058136
First Utility393841
Ovo141010
Utility Warehouse656

More information

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

Compared per 100,000 customers, the Ombudsman received between 4 and 173 complaints about individual suppliers between January 2015 and September 2015. 

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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Javascript is required to render chart Six large suppliers: Complaints resolved by energy company by the end of the next working day (%).

Information correct as of: 17 November 2015

This graph shows the percentage of complaints resolved by energy company by the end of the next day from when a complaint was reported.

Data Table

Six large suppliers: Complaints resolved by energy company by the end of the 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
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Chart

Javascript is required to render chart Six large suppliers: Complaints received by energy company per 100,000 customer accounts.

Information correct as of: 17 November 2015

This graph shows the total number of complaints received by energy company per 100,000 customer accounts per quarter.

Data Table

Six large suppliers: Complaints received by energy company per 100,000 customer accounts
Quarter/YearBritish GasEDF energyEonnpowerScottish PowerSSE
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 20142,7254,2813,4786,2582,0312,985
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
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Chart

Javascript is required to render chart Independent suppliers: Complaints resolved by energy company by the end of the next working day (%).

Information correct as of: 11 December 2015

This graph shows the percentage of complaints resolved by energy company by the end of the next working day from when a complaint was reported.

Data Table

Independent suppliers: Complaints resolved by energy company by the end of the next working day (%)
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 201465159370888291
Q2 201451428880826588
Q3 201441259275888392
Q4 201435508171838695
Q1 20154948851773828995
Q2 20155152842183599582
Q3 20153450852769709569
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Chart

Javascript is required to render chart Independent suppliers: Complaints received by energy company per 100,000 customer accounts.

Information correct as of: 11 December 2015

This graph shows the total number of complaints received by energy company per 100,000 customer accounts.

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

Data Table

Independent suppliers: Complaints received by energy company per 100,000 customer accounts
Quarter/YearCo-opFirst UtilityEcotricityExtra EnergyOvoSpark EnergyUtilitaUtility Warehouse
Q1 20143491,1821931,3451,9351,2241,949
Q2 20149209562518391,5443741,926
Q3 20147879493996491,9424471,769
Q4 20144719784186311,4521,2142,117
Q1 20155581,2275825696891,7921,2382,711
Q2 20155481,0694726186257897031,611
Q3 20151,2701,2122868655797317271,322
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Publications and updates

  • Published: 21st Aug 2014
  • Factsheets
  • 1 Associated documents
Changing supplier could save you money. This guide will help you through the switching process. It explains the information you'll need, where you can go to find out more about getting a better energy deal and some useful tips on things you may also need...

  • Published: 12th Sep 2013
  • Guidance
  • 0 Associated documents
This quick guide lists five key points to remember about your rights as a tenant when it comes to choosing an energy supplier, and what to do if you are having difficulty with your landlord or letting agent.

  • Published: 1st Jan 2000
  • Factsheets
  • 1 Associated documents