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How does your non-domestic supplier stack up?

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: October to December 2017 

October to December 2017 rankSupplierOctober-December 2017 ratioJuly-September 2017 ratio
1 Contract Natrual Gas Ltd 11.54 15.61
2 E.ON 26.06 23.5
3 SSE 28.7 15.56
4 EDF 53.0 41.7
5 Opus Energy 77.4 70.0
6 Utility Warehouse 111.9 130.8
7 Scotish Power 127.1 173.4
8 British Gas 133.9 142.7
9 Dual Energy 184.9 220.9
10 NPower 205.7 235.3
11 Haven Power 208.6 155.9
12 Total Gas and Power 246.9 438.8
13 Gazprom 402.6 284.0
14 Business Energy Solution 522.5 440.1
15 Extra Energy 1398.3 1487.0

Published on 11 April 2018

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.

Previous energy supplier performance statistics can be viewed here:

April-June 2016 [ 150 kb]

January-March 2016 [ 96 kb]

October-December 2015 [ 39 kb]

July-September 2015 [ 46 kb]

April-June 2015 [ 46 kb]

July - September 2016 [ 46 kb]

Methodology

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 typeDefinitionWeighting
Citizens Advice Consumer Service advice cases 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.

10

Citizens Advice Consumer Service cases referred to energy companies These are more serious cases received which are referred to the supplier’s dedicated complaint handling team. These include cases where after an initial contact with Citizens Advice Consumer Service the consumer has followed the advice provided and the supplier has not resolved their issue in a reasonable time period. It also includes cases where consumers who have already progressed through or part-way through the company’s complaint procedures and are not getting reasonable resolution.

25

Complaints received by Extra Help Unit* 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.

25

Cases received by Ombudsman Services: Energy 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.

30

Calculation of ratios

The number of 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 domestic customers.(Customer numbers provided to Ofgem by suppliers as per their social obligations)

The figure is then multiplied by 100,000 to give a ratio per 100,000 customers.

The total measures for each company are then combined to produce an overall ratio. The ratios are produced on a quarterly basis.

Notes

  1. SSE data includes Atlantic, Scottish Hydro Electric, Southern Electric, SWALEC, and Unicom

  2. 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.

  3. Details of the consultation can be here and the decision document is here.

  4. 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.