Economy Energy has finished bottom of the Citizens Advice’s league table of energy suppliers for the second consecutive quarter. The company received a score of 1.8 out of 5 for its customer service for the period from June to September 2017.

Spark Energy dropped 11 places in the rankings to join Economy Energy at the bottom of the league table, coming 18th out of the 19 companies featured. It received a score of 1.85 out of five for customer service, down from a score of 3.7 for the previous quarter.

First Utility rose to the top of the table with a score of 4.4. Citizens Advice developed the star rating system to help people find the right energy supplier for their needs. Suppliers are awarded a score out of 5 stars based on a combination of 5 factors, including how complaints are dealt with, and how highly customers rate the supplier’s customer service. Economy Energy customers reported problems to Citizens Advice including billing errors when they switched supplier, and with being unable to contact the company.

One Economy Energy customer came to Citizens Advice after five months of trying to contact the company to get an accurate bill. Spark Energy customers also reported billing issues to Citizens Advice as well as problems with how the company collects debts. One person came to Citizens Advice after receiving a bill of £1,500 from Spark for a property they had moved out of.

Gillian Guy, Chief Executive of Citizens Advice, said “When it comes to customer service, some energy suppliers appear to be getting worse rather than better. It’s encouraging that some companies have made improvements in how they treat their customers, but we’re concerned that customers are still being let down through inaccurate billing or aggressive debt collection practices.

“Energy companies must do more to improve their offer to to consumers. This means dealing with complaints effectively, being easy to contact, and being clear in the bills they send customers. Anyone having problems with their energy supplier can use the Citizens Advice energy comparison tool to find the right deal for them in terms of price and customer service.”

The ratings for July to September 2017 were:

Supplier

Star rating July to September 2017

First Utility

4.4

EDF Energy

4.2

Flow Energy

4.15

Utility Warehouse

4.15

Ovo Energy

4

Ecotricity

3.9

British Gas

3.75

E.On

3.6

E (Gas and electricity)

3.5

SSE

3.4

Scottish Power

3.1

npower

3.1

Green Star Energy

3.05

Utilita

3.05

Co-operative Energy

2.85

Extra Energy

2.55

iSupply

2.25

Spark Energy

1.85

Economy Energy

1.8