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Energy customers can compare prices and customer service in one tool

30 September 2017

Citizens Advice’s comparison tool can help people looking to get a better deal on their gas and electricity bills to compare both price and customer service.

The national charity and consumer body has published its latest energy supplier customer service ratings - which give the 18 largest energy suppliers a rating out of 5 stars for customer service.

The rating is calculated from a combination of factors including how complaints are dealt with, and how highly customers rate the supplier’s customer service.

Citizens Advice’s online price comparison tool allows consumers to compare the cheapest gas and electricity tariffs available on the market alongside how well companies treat their customers.

Over 350,000 people visited the price comparison tool website in the year up to August 2017, with a record number of people using the tool in August (46,000).

Citizens Advice’s comparison tool is one of the only price comparison tools that displays all deals available across the energy market as default. Changes to regulation mean comparison websites are no longer required to show deals across the whole market meaning switching sites can display only a portion of available deals.  

Gillian Guy, Chief Executive of Citizens Advice said:

“Shopping around can help people get a better deal on their energy bills.

“The Citizens Advice comparison tool gives people a way to view tariff prices alongside an assessment of the supplier’s customer service - and has already helped thousands of people to find the right deal for them.

“Anyone looking to compare energy deals can look online at www.energycompare.citizensadvice.org.uk. Anyone looking to save money on their energy bills can also call the Citizens Advice consumer service on 03454 04 05 06 or visit their nearest Citizens Advice.”

The Citizens Advice supplier ratings for April to June 2017 were:

Rank

Supplier

Star rating April to June 2017

1

SSE

4.5

rating-45.jpg

2

Ecotricity

4.4

rating-45.jpg

3

First Utility

4.1

rating-40.jpg

4

EDF Energy

4

rating-40.jpg

5

Utility Warehouse

3.9

rating-40.jpg

6

Flow Energy

3.85

rating-40.jpg

=7

Spark Energy

3.7

rating-35.jpg

=7

British Gas

3.7

rating-35.jpg

=7

Ovo Energy

3.7

rating-35.jpg

10

E.ON

3.65

rating-35.jpg

=11

Utilita

3.25

rating-35.jpg

=11

npower

3.25

rating-35.jpg

=11

E (Gas and Electricity

3.25

rating-35.jpg

=14

Scottish Power

3.1

rating-30.jpg

=14

Green Star Energy

3.1

rating-30.jpg

16

Co-operative Energy

2.95

rating-30.jpg

17

Extra Energy

2.55

rating-25.jpg

18

Economy Energy

2.2

rating-20.jpg

Notes to editors

  1. Citizens Advice compares energy suppliers' customer service by looking at information from a number of reliable sources. Information about complaints comes from the Citizens Advice Consumer Service, the Energy Help Unit and Energy Ombudsman. Information on customer service and billing comes from the GFK market research survey. Information on switching comes from Ofgem and suppliers. Information on the Switch Guarantee comes from Energy UK. Energy suppliers are given a score out of 5 for each category. 1 is poor and 5 is excellent. Suppliers then receive an overall star rating out of 5. Not all categories are equal with some counting more towards the final score than others. Further information on the methodology can be found here.
  2. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  3. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk
  5. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  6. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  7. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.