How does your non-domestic supplier stack up?
Our new non-domestic energy supplier performance league table compares how energy companies rank on handling complaints from best to worst.
This should help you understand how your current provider performs and make decisions about switching.
Energy supplier performance from October to December 2023
Table showing rankings for energy supplier performance, published March 2024.
Rank | Supplier | Oct- Dec 2023 | Jul- Sept 2023 |
---|---|---|---|
Rank
1 |
Supplier
Crown Gas and Power |
Oct- Dec 2023
0.0 |
Jul- Sept 2023
18.5 |
Rank
2 |
Supplier
Corona Energy |
Oct- Dec 2023
88.8 |
Jul- Sept 2023
172.6 |
Rank
3 |
Supplier
British Gas |
Oct- Dec 2023
164.2 |
Jul- Sept 2023
98.9 |
Rank
4 |
Supplier
E.on |
Oct- Dec 2023
184.9 |
Jul- Sept 2023
103.8 |
Rank
5 |
Supplier
Total Gas and Power |
Oct- Dec 2023
200.2 |
Jul- Sept 2023
132.2 |
Rank
6 |
Supplier
EDF |
Oct- Dec 2023
209.3 |
Jul- Sept 2023
174.5 |
Rank
7 |
Supplier
SSE |
Oct- Dec 2023
257.9 |
Jul- Sept 2023
144.7 |
Rank
8 |
Supplier
Opus Energy |
Oct- Dec 2023
258.8 |
Jul- Sept 2023
212.1 |
Rank
9 |
Supplier
Octopus Energy |
Oct- Dec 2023
278.8 |
Jul- Sept 2023
175.9 |
Rank
10 |
Supplier
Scottish Power |
Oct- Dec 2023
509.3 |
Jul- Sept 2023
377.2 |
Rank
11 |
Supplier
Pozitive Energy |
Oct- Dec 2023
581.4 |
Jul- Sept 2023
513.8 |
Rank
12 |
Supplier
Business Energy Solutions |
Oct- Dec 2023
611.9 |
Jul- Sept 2023
662.5 |
Rank
13 |
Supplier
SmartestEnergy Business |
Oct- Dec 2023
714.4 |
Jul- Sept 2023
552.4 |
Rank
14 |
Supplier
Yu Energy |
Oct- Dec 2023
830.1 |
Jul- Sept 2023
- |
Rank
15 |
Supplier
Engie |
Oct- Dec 2023
854.9 |
Jul- Sept 2023
- |
Rank
16 |
Supplier
Utility Warehouse |
Oct- Dec 2023
1229.7 |
Jul- Sept 2023
648.2 |
Citizens Advice has a statutory remit to publish the energy supplier performance data. Citizens Advice took over this role on 1 April 2014 when Consumer Futures became part of Citizens Advice and Citizens Advice Scotland. In May 2015 we consulted with suppliers regarding a similar process for the non domestic market and following some testing, we published the first comparison in January 2017.
You can download a copy of past energy supplier performance statistics. 175 KB
Weightings
Methodology
Citizens Advice has a statutory remit to publish the energy supplier performance data. Citizens Advice took over this role on 1 April 2014 when Consumer Futures became part of Citizens Advice and Citizens Advice Scotland. In May 2015 we consulted with suppliers regarding a similar process for the non domestic market and following some testing, we published the first comparison in January 2017.
The performance model represents weighted complaints made to the independent bodies, who are Citizens Advice Consumer Service, The Extra Help Unit, and Ombudsman Services:Energy
Weightings have been allocated to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. The weightings in the model place greater emphasis on situations where the consumer has had to repeatedly contact their supplier, or another agency, because the company had failed to deal with their problem. The measures used in the model are outlined below along with their weightings.
Case type | Definition | Weighting |
---|---|---|
Case type
Citizens Advice Consumer Service advice only / company referral cases |
Definition
These are cases where a consumer has: sought independent advice or help (not information) from Citizens Advice Consumer Service. (Please note that due to data protection issues it is not possible for suppliers to have full visibility of these cases.) Or Been referred to the supplier via the company referral process. |
Weighting
10 |
Case type
Complaints received by Extra Help Unit* |
Definition
These are complaints from vulnerable consumers that have been referred from Citizens Advice consumer service to the Extra Help Unit (EHU) where a consumer who is vulnerable, has been disconnected or is at risk of disconnection or needs support due to the complexity of the case and has previously tried to resolve their complaint with their supplier and has been unable to do so. |
Weighting
25 |
Case type
Cases received by Ombudsman Services: Energy |
Definition
These are cases accepted by Ombudsman Services: Energy, the industry alternative dispute resolution scheme, because the consumer has been unable to get their complaint resolved for more than eight weeks. |
Weighting
30 |
Calculation of ratios
The number of non-domestic cases received about each company in each of the categories are multiplied by the weighting factor and then divided by each company’s number of non-domestic customers. (Customer numbers provided by suppliers as part of a recurring request for information)
The figure is then multiplied by 10,000 to give a ratio per 10,000 customers.
The total measures for each company are then combined to produce an overall ratio. The ratios are produced on a quarterly basis.
Notes
SSE data includes Atlantic, Scottish Hydro Electric, Southern Electric, SWALEC, and Unicom
Consumer Futures created a proxy for performance based on the number of consumers that have contacted an independent organisation for advice or support with an energy problem. The companies have been ranked on the number of customer contacts to Citizens Advice consumer service, The Extra Help Unit and the Energy Ombudsman in relation to their market share during the last quarter.
You can check details of the consultation and check the decision document.
The different types of complaint have been weighted to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. See the methodology section for full details of the model.
Footnotes
*On 1 April 2014, the Extra Help Unit became part of Citizens Advice Scotland. The team is based in Glasgow but provides a GB wide service.