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How does your energy provider stack up?

How does your energy provider stack up?

Our 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: July - September 2016

July - September 2016 Rank SupplierJuly-September 2016 RatioApril - June 2016 RankApril - June 2016 RatioMovement since April - June 2016Change in Ratio since April - June 2016
1 Places for People 19.0 --- --- ---

NEW ENTRANT

2 E (Gas and Electricity) 27.0 3 35.8 -9
3 SSE 27.2 1 22.5 +5
4 EDF 32.1 2 30.5 +2
5 British Gas 79.0 4 79.5 -1
6 E.on Energy 83.4 5 79.5 -2
7 Ovo Energy 90.3 6 90.3 -1
8 Utilita 112.9 7 95.6 +17
9 Flow Energy 120.4 10 132.9 -12
10 Utility Warehouse 133.2 8 108.5 +25
11 Ecotricity 164.5 12 176.7 -12
12 Good Energy 176.6 11 153.2 +23
13 GB Energy 198.5 9 125.4 +73
14 First Utility 228.6 15 281.0 -52
15 npower 266.9 15 383.4 -116
16 Economy Energy 420.4 13 178.3 +242
17 Spark Energy 438.6 17 371.9 ◄► +67
18 Scottish Power 446.3 19 571.5 -125
19 Green Star Energy 459.9 14 265.0 +195
20 Co-Operative Energy 679.1 20 850.3 ◄► -171
21 iSupply 818.5 16 347.2 +471
22 Extra Energy 1505.7 21 1791.2 -285

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.

To find out more about what sort of service you can expect from your energy supplier, use our new customer service tool. It allows you to compare key information about what an energy company offers, including opening hours, how often you’ll receive a new bill and the different ways you can get in touch with the company. 

Previous energy supplier performance statistics can be viewed here:

April-June 2016 [PDF 150 kb]

January-March 2016 [PDF 96 kb]

October-December 2015 [PDF 39 kb]

July-September 2015 [PDF 46 kb]

April-June 2015 [PDF 46 kb]

Methodology

Weightings

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, Ebico and Marks and Spencer

  2. British Gas data includes Scottish Gas and Sainsbury’s Energy.

  3. Ecotricity data includes Glide information.
  4. 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.

  5. Citizens Advice commenced publication of the expanded league table in September 2015. We added 13 new suppliers to our existing table, reporting on their performance between April-June 2015. E (Gas and Electricity) were added in the July-September 2015 reporting period, iSupply were added in the January-March 2016 reporting period, GB Energy were added in the April-June 2016 reporting period and Places for People were added in the July-September 2016 reporting period. Details of the consultation can be found here, and the decision document can be found here.

  6. 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.

  7. There have been concerns that the volume of energy consumer contacts to third party organisations may be affected by the quality of signposting from suppliers. Therefore Citizens Advice carried out an independent audit of domestic energy supplier’s signposting. The findings were published in May 2015. 

  8. Ofgem publishes information on its website about the complaints that the 14 largest domestic energy suppliers record every quarter. The data includes the number of complaints (total numbers, and by every 100,000 customers for each supplier), as well as information about how quickly these complaints are dealt with.
  9. Ombudsman Services: Energy publishes information on the complaints they have received about the 10 largest energy suppliers. Occasionally the Ombudsman extends their publication to include smaller suppliers that have seen an increase in complaints during the reporting period. These are complaints that the supplier has been unable to resolve to the customer’s satisfaction after eight weeks, or sooner where the complaint has reached a ‘deadlock’ situation. The Ombudsman publishes data about the number of complaints it has received and resolved, the type of complaint, and the awards made.

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.