Energy specialist, OneSelect has come bottom in the latest Citizens Advice’s star rating table, which ranks the customer service levels of energy suppliers. The ratings look at a range of measures including complaints levels, call waiting times, the timeliness and accuracy of billing and whether switches take place on time. It includes 34 firms (serving around 99% of the market).

The results, which cover the period July to September 2018, show OneSelect has underperformed in all categories.

OneSelect came to the market in 2017, advertising itself as a ‘low cost’ supplier, providing gas and electricity to around 35,000 households across England and Wales. Customers have reported problems contacting the company by phone and only around two-thirds of their customers received a bill based on a meter reading over the past year.

The results also show:

  • So Energy has managed to hold its place at the top of the table for the fourth successive quarter, with a score of 4.7.

  • SSE ranked second with 4.4 stars and is the highest placed of the ‘Big 6 suppliers

  • Octopus Energy performed well, maintaining a score of 4.3, despite taking on 95,000 customers from failed supplier Iresa during the quarter.

  • E.ON has the lowest ranking of the Big 6 energy suppliers. The company has slipped from 18th to 20th place, with a current score of 2.9 out of 5.

Gillian Guy, Chief Executive of Citizens Advice, said “The forthcoming price cap is going to make a real difference to consumers but it is certainly not the end of the story. It is still important to shop around for the best deals, but also to think about where you’ll get good customer service. These ratings show that consumers can’t afford to make assumptions about the quality of service from an energy supplier based on their size or the strength of their brand.”

Citizens Advice has developed the star rating system to help people make a more informed choice of supplier. The ratings appear as part of Citizens Advice energy price comparison tool, to enable people to take customer service into account when choosing their energy supplier.

Supplier

Star rating July to September 2018

So Energy

4.7

SSE

4.4

Octopus Energy

4.3

Bulb Energy

4.2

British Gas

4.15

E (Gas and Electricity)

4.1

Bristol Energy

4.05

EDF Energy

3.95

Utility Warehouse

3.95

OVO Energy

3.7

ScottishPower

3.65

First Utility

3.6

Green Network Energy

3.55

Engie

3.5

Tonik Energy

3.45

Ecotricity

3.4

npower

3.15

Good Energy

3.1

Co-operative Energy

3.05

E.ON

2.9

Flow Energy

2.85

Avro Energy

2.75

PFP Energy

2.75

Together Energy

2.7

Economy Energy

2.4

Robin Hood Energy

2.35

Green Star Energy

2.3

Utilita

2.25

Outfox the Market

2.25

TOTO Energy

2.2

iSupply

2.15

Spark Energy

2.1

Solarplicity

2.0

OneSelect

1.3