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: July - September 2021

Published on 9 December 2021

Rank Supplier July - September 2021 April - June 2021
Rank 1 Supplier Gazprom July - September 2021 14.7 April - June 2021 21.0
Rank 2 Supplier Crown Gas and Power July - September 2021 18.1 April - June 2021 58.8
Rank 3 Supplier E.on July - September 2021 26.2 April - June 2021 32.2
Rank 4 Supplier Octopus Energy July - September 2021 27.5 April - June 2021 121.6
Rank 5 Supplier EDF July - September 2021 34.3 April - June 2021 51.2
Rank 6 Supplier SSE July - September 2021 52.6 April - June 2021 48.1
Rank 7 Supplier Total Gas and Power July - September 2021 59.5 April - June 2021 70.6
Rank 8 Supplier British Gas July - September 2021 61.3 April - June 2021 69.6
Rank 9 Supplier Utility Warehouse July - September 2021 98.9 April - June 2021 40.6
Rank 10 Supplier Drax Energy Solutions July - September 2021 110.1 April - June 2021 0.0
Rank 11 Supplier Utilita July - September 2021 134.8 April - June 2021 427.0
Rank 12 Supplier Opus Energy July - September 2021 144.5 April - June 2021 231.3
Rank 13 Supplier Smartest Energy Business July - September 2021 146.2 April - June 2021 769.4
Rank 14 Supplier Scottish Power July - September 2021 182.2 April - June 2021 216.5
Rank 15 Supplier Bulb Energy July - September 2021 221.3 April - June 2021 175.2
Rank 16 Supplier Business Energy Solutions July - September 2021 362.4 April - June 2021 769.4

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 90.8 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

  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.