The latest energy star rating table from Citizens Advice, the official consumer watchdog for energy, shows a big gap between the best and worst firms. Among the common problems faced by customers of suppliers at the bottom of the rankings were:

  • Billing issues – incorrect and late final bills, not receiving any bills, inaccurate bills
  • Debt and disconnection issues, including aggressive debt collection practices
  • Problems with prepayment meters, including credit refunds
  • Metering issues – faulty meters, incorrect numbers registered to the property

Citizens Advice is urging people to shop around carefully when looking for an energy supplier. The charity recommends comparing companies’ customer service performance as well as prices.

Thirteen domestic energy supply companies have gone out of business since November 2018. Six suppliers have failed so far this year – affecting more than 300,000 people.

The Citizens Advice star rating table assesses a wide range of customer service indicators, including accuracy of bills, call waiting times, and complaint handling.

Gillian Guy, Chief Executive of Citizens Advice, said “There is still a big gap between those firms who provide an excellent service to consumers, and those who are letting people down. Attention-grabbing low tariffs can be a good deal, but we recommend looking deeper than just the headline price when shopping around for the best energy deals.”

“We’ve seen six energy suppliers go bust this year. In our experience, when a company is struggling, customer service is often the first thing to suffer.“

The results (for the period April to June 2019) include 39 suppliers with 99% market coverage.

Supplier

Star rating April to June 2019

Stars

Breeze Energy

4.80

SSE

4.60

Igloo Energy

4.40

So Energy

4.40

Engie

4.25

EDF Energy

4.15

E (Gas and Electricity)

4.00

Green Network Energy

3.95

British Gas

3.85

Octopus Energy

3.75

Bulb Energy

3.75

npower

3.65

Yorkshire Energy

3.60

ESB Energy

3.55

Affect Energy

3.50

Avro

3.50

Utility Warehouse

3.40

People’s Energy Company

3.40

Shell Energy

3.40

Utility Point

3.35

E.ON

3.35

Co-Operative Energy

3.35

Pure Planet

3.25

ScottishPower

3.20

Good Energy

3.05

Bristol Energy

3.00

Ovo Energy

3.00

Together Energy

2.90

iSupply

2.85

Tonik Energy

2.85

Flow Energy

2.85

PFP Energy

2.65

Robin Hood Energy

2.55

Outfox The Market

2.50

Ecotricity

2.20

Green Star Energy

2.15

TOTO Energy

2.10

Utilita

1.95

Nabuh Energy

1.90