How does your non-domestic supplier stack up?
This content applies to England and Wales. See content for Northern Ireland, Scotland.
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: January to June 2023
Table showing rankings for energy supplier performance, published September 2023.
| Rank | Supplier | April to June 2023 | January to March 2023 |
|---|---|---|---|
| Rank 1 | Supplier Crown Gas and Power | April to June 2023 29.3 | January to March 2023 19.0 |
| Rank 2 | Supplier British Gas | April to June 2023 83.6 | January to March 2023 70.7 |
| Rank 3 | Supplier Octopus Energy | April to June 2023 95.6 | January to March 2023 123.0 |
| Rank 4 | Supplier Drax Energy Solution | April to June 2023 98.9 | January to March 2023 140.9 |
| Rank 5 | Supplier SEFE Energy | April to June 2023 110.5 | January to March 2023 125.0 |
| Rank 6 | Supplier Corona Energy | April to June 2023 118.1 | January to March 2023 129.4 |
| Rank 7 | Supplier E.on | April to June 2023 124.3 | January to March 2023 111.7 |
| Rank 8 | Supplier SSE | April to June 2023 140.2 | January to March 2023 109.8 |
| Rank 9 | Supplier EDF | April to June 2023 156.7 | January to March 2023 135.7 |
| Rank 10 | Supplier Total Gas and Power | April to June 2023 165.9 | January to March 2023 169.0 |
| Rank 11 | Supplier Opus Energy | April to June 2023 200.2 | January to March 2023 171.5 |
| Rank 12 | Supplier Utilita | April to June 2023 326.6 | January to March 2023 585.1 |
| Rank 13 | Supplier Scottish Power | April to June 2023 369.2 | January to March 2023 271.6 |
| Rank 14 | Supplier Bulb Energy | April to June 2023 463.3 | January to March 2023 409.5 |
| Rank 15 | Supplier Smartest Energy Business | April to June 2023 510.2 | January to March 2023 262.3 |
| Rank 16 | Supplier Utility Warehouse | April to June 2023 631.7 | January to March 2023 309.6 |
| Rank 17 | Supplier Business Energy Solutions | April to June 2023 878.9 | January to March 2023 1065.8 |
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. 103 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.
Details of the consultation can be here and the decision document is here .
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.