14 Million UK Households Receive Subpar Energy Customer Service, Study Reveals
A staggering 14 million households across the United Kingdom are currently receiving "below average" customer service from their energy suppliers, according to a stark warning issued by the consumer advocacy group Citizens Advice. This concerning revelation underscores widespread issues in the energy sector that affect millions of consumers daily.
Survey Highlights Critical Service Shortfalls
Citizens Advice conducted an extensive survey of 16 major energy companies, revealing that half of all gas and electricity consumers are with suppliers that scored less than three out of five stars for their customer service performance. The study, which analyzed data from October to December, found the average customer service score was a modest 3.09 out of five, indicating significant room for improvement across the industry.
Clare Moriarty, the chief executive of Citizens Advice, emphasized the urgency of the situation, stating: "Half of households are served by suppliers who need to up their game on some of the basics of customer service, like fast response time to calls and emails, or ensuring that billing and complaints are handled properly."
Supplier Rankings and Performance Disparities
The survey ranked energy suppliers based on their customer service scores, with notable disparities between companies:
- Ecotricity secured the top position, demonstrating exemplary service standards.
- Outfox Energy, Octopus Energy, and Co-operative Energy followed closely behind, rounding out the top performers.
- TruEnergy was placed at the bottom of the table, indicating severe service deficiencies.
- Among the so-called Big Six suppliers, British Gas performed the worst, landing in 14th place, just one spot below EDF.
Moriarty further urged underperforming suppliers to learn from industry leaders, saying: "Suppliers that are falling short need to look at what the best performers are doing and close that gap."
Growing Consumer Anxiety Amid Economic Pressures
The findings come at a critical time, with more than nine million households increasingly worried about paying their energy bills and heating their homes. Moriarty stressed: "With more than nine million households increasingly worried about paying their bills and heating their homes, it’s vital that people can rely on getting helpful service from their energy supplier when they need it."
This situation highlights the intersection of customer service quality with broader economic challenges, where reliable support from energy providers is essential for household stability.
Accessing Support and Advice
Citizens Advice offers practical assistance for consumers facing energy-related issues. Households can reach out through multiple channels:
- Phone Support: Call the helpline for direct advice.
- Online Chat: Available from 9am to 5pm, Monday to Friday, excluding public holidays, for gas and electricity issues (not for heat network problems).
- Online Forms: Submit queries via digital forms for tailored guidance.
The organization emphasizes that trained advisers are ready to help with problems related to energy bills or supply, ensuring consumers have accessible resources to navigate these challenges effectively.
