Skip to content Skip to footer

Consumer demand comparison grid

It is the aim that by 2020, every home in the UK will have a smart meter and each supplier is at different stages in relation to the rollout of smart prepayment. Some of the improvements we’re asking for depend on the technical advancements smart meters will bring. As things progress, we’ll update your supplier’s commitment so check back and see how they’re doing with delivering a smarter, fairer prepay energy offer.

The tables below show individual supplier commitment to each ask within the Consumer Demand.

Commitment to the Consumer Demand:

SupplierA better priceMore controlEasier use
Ecotricity Met  Met Met 
EDF Energy Met  Partial  Met 
British Gas Partial  Partial  Met 
E.on Met  Partial  Partial
npower Met  Partial  Partial
Scottish Power Partial  Partial  Partial
Spark Energy Met  Partial  Partial
Utilita Partial Partial  Partial
SSE Partial  Partial  Met 
Ovo Energy Partial  Partial  Partial 
Utility Warehouse Partial  Partial   Met
First Utility Partial  Partial   Met
Economy Energy Met  Partial Partial
Co-operative Energy Partial Partial Partial
Ebico Partial Partial Met
Extra Energy Partial  Partial  Partial 
Good Energy  n/a n/a n/a 

The Consumer Demand

If you pay for your energy through a prepayment meter, suppliers responded to the below commitments to improve the service and make it fairer now:

ExpandA better price

All suppliers offer at least two prepay tariffs.

SupplierDelivering?
Ecotricity n/a - one tariff available to all customers, regardless of payment method
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE No - looking into offering two prepay tariffs
Ovo Energy No - looking into offering two prepay tariffs
Utility Warehouse No
First Utility No
Economy Energy Yes
Co-operative Energy No - currently offer two prepay electricity tariffs, one prepay gas tariff
Ebico n/a - one tariff available to all customers, regardless of payment method
Extra Energy No
Good Energy n/a - one tariff available to all customers, regardless of payment method

Prepayment meter users able to manage their account online.

SupplierDelivering?
Ecotricity Yes - this will be available from autumn 2015
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita No
SSE No
Ovo Energy Yes
Utility Warehouse Yes
First Utility No
Economy Energy Yes - this will be available from autumn 2015
Co-operative Energy No
Ebico Yes
Extra Energy Yes
Good Energy n/a  

ExpandMore control

Offer online top-ups to customers (for example through a dongle).

SupplierDelivering?
Ecotricity Yes - this will be available from autumn 2015
EDF Energy No
British Gas Yes
E.on Yes
npower No
Scottish Power Yes - this is currently available to some electricity customers
Spark Energy No
Utilita Yes
SSE No
Ovo Energy Yes
Utility Warehouse No
First Utility No
Economy Energy No
Co-operative Energy No
Ebico No
Extra Energy No
Good Energy n/a  

Free meter exchanges for all.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power No - may request a security deposit if customer fails a credit check
Spark Energy No
Utilita Yes
SSE No
Ovo Energy Yes
Utility Warehouse No
First Utility Yes
Economy Energy Yes - for vulnerable customers
Co-operative Energy No - currently trialling free meter exchanges for customers deemed vulnerable
Ebico No
Extra Energy No
Good Energy n/a  

Offer consumers a range of ways to contact you by web, phone or email.

SupplierDelivering?
Ecotricity Yes - this will be available from autumn 2015
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico Yes
Extra Energy Yes
Good Energy n/a  

Mechanisms in place to ensure prepay remains safe and suitable for the most vulnerable. For example, regular contact by telephone, email and post.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico Yes
Extra Energy Yes
Good Energy n/a  

Winter debt repayment holidays for certain vulnerable households.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas No
E.on No
npower Yes
Scottish Power Yes
Spark Energy No
Utilita No
SSE No - will assess individual's debt circumstances and lower repayment rate to ensure it's affordable
Ovo Energy No - considering for winter 2015/16
Utility Warehouse No
First Utility No
Economy Energy Yes
Co-operative Energy No - considering for winter 2015/16
Ebico No
Extra Energy No
Good Energy n/a  

Enhanced monitoring to identify and support consumers who frequently self-disconnect.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on No
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy No
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy No
Ebico Yes
Extra Energy No
Good Energy n/a  

ExpandEasier use

Industry-wide endeavours to record all meter locations, with suppliers to move meters, free of charge where it is not safe for the household to top up.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy Yes
Ebico Yes
Extra Energy No
Good Energy n/a  

Free replacement keys or cards.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power No
Spark Energy Yes
Utilita Yes
SSE No
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy Yes
Ebico Yes
Extra Energy No
Good Energy n/a  

Dedicated telephone number for the prepayment meter customer service team.

SupplierDelivering?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy No
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy No
Ebico Yes
Extra Energy Yes
Good Energy n/a  

With a smart meter, suppliers responded to the below commitments to deliver the following pay as you go energy offer:

ExpandA better price

Prepayment tariffs are no more expensive than the supplier’s cheapest tariff.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas No
E.on Yes
npower Yes
Scottish Power No
Spark Energy Yes
Utilita Yes
SSE No - long term aim to support this commitment
Ovo Energy No
Utility Warehouse n/a
First Utility No
Economy Energy Yes
Co-operative Energy No
Ebico n/a
Extra Energy n/a
Good Energy n/a  

An equal amount of pay-as-you-go tariff options compared to other payment methods.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy No
Utility Warehouse No
First Utility No
Economy Energy Yes
Co-operative Energy No
Ebico n/a
Extra Energy n/a
Good Energy n/a  

Free access to near real time electricity use, account information in pounds and pence, details of standing charges and debt repayments.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes - this will be available from autumn 2015
Co-operative Energy Yes
Ebico n/a
Extra Energy n/a
Good Energy n/a  

ExpandMore control

A choice of ways to top-up such as by phone, text, or online in addition to cash top-ups over the counter at a convenient location

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico n/a
Extra Energy n/a
Good Energy n/a  

Switching meter modes is quick and convenient

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power No - for switching from prepay to credit, may request a security deposit if customer fails a credit check
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico n/a
Extra Energy n/a
Good Energy n/a  

Free low credit alerts – a text or alarm on the smart energy display to warn when credit is low

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico n/a
Extra Energy n/a
Good Energy n/a  

A ‘lifeline’ supply of electricity or gas at all times, even when a customer has been unable to top up their meter

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower No
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy No
Ebico n/a
Extra Energy n/a
Good Energy n/a  

ExpandEasier use

No more misdirected payments.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy No
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy No
Ebico Yes
Extra Energy n/a
Good Energy n/a  

No more cards or payment keys that need to be inserted in the meter which can be lost, stolen or broken at a cost and inconvenience to the customer.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on Yes
npower Yes
Scottish Power Yes
Spark Energy Yes
Utilita Yes
SSE Yes
Ovo Energy Yes
Utility Warehouse Yes
First Utility Yes
Economy Energy Yes
Co-operative Energy Yes
Ebico Yes
Extra Energy n/a
Good Energy n/a  

A free 24-hour helpline for mobiles and landlines.

SupplierHave committed to?
Ecotricity Yes
EDF Energy Yes
British Gas Yes
E.on No
npower No
Scottish Power Yes
Spark Energy Yes
Utilita No
SSE Yes
Ovo Energy No
Utility Warehouse Yes
First Utility Yes
Economy Energy No
Co-operative Energy No
Ebico Yes
Extra Energy n/a
Good Energy n/a