Call for energy suppliers to improve customer service

Citizens Advice has warned that while energy supplier customer service is slowly improving, suppliers must go further to support households ahead of a challenging winter.

The charity’s latest Star Rating, covering April to June 2026, shows a small improvement across the board. The median score sits at 3.4 out of 5 – up from 3.26 in the first quarter of the year. Meanwhile, median call wait times dropped from 77 to 68 seconds.

Outfox Energy took the top spot with a score of 4.03, followed by 100Green (3.90) and E.ON Next (3.71) – which was the highest-ranking of the ‘Big Six’ suppliers. At the other end of the table, TruEnergy performed particularly poorly, coming in last with a score of just 1.38, followed by Utilita at 2.53.

The latest research from Citizens Advice suggests over 10 million households (37% of Brits) are worried about how they’ll afford their energy bills this winter. The charity also found 3.5 million households are currently in energy debt – either behind on their bills or without gas or electricity because they can’t afford to top up their prepayment meter.

Gillian Cooper, Director of Energy at Citizens Advice, said “It’s positive to see higher levels of customer service in the energy sector, but companies can’t afford to be complacent. These latest ratings cover a quieter period for energy suppliers, when lower costs mean people are less likely to need support.

“As we face another difficult winter of rising prices, suppliers must ramp up their efforts. For people in debt, unable to afford a meter top-up, or worrying about whether they can afford to heat their homes, customer service isn’t just helpful –  it can be a vital lifeline when the temperature drops.”