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 from October to December 2023

Table showing rankings for energy supplier performance, published March 2024.

Table showing rankings for energy supplier performance, published March 2024.
Rank Supplier Oct- Dec 2023 Jul- Sept 2023
Rank

1

Supplier

Crown Gas and Power

Oct- Dec 2023

0.0

Jul- Sept 2023

18.5

Rank

2

Supplier

Corona Energy

Oct- Dec 2023

88.8

Jul- Sept 2023

172.6

Rank

3

Supplier

British Gas

Oct- Dec 2023

164.2

Jul- Sept 2023

98.9

Rank

4

Supplier

E.on

Oct- Dec 2023

184.9

Jul- Sept 2023

103.8

Rank

5

Supplier

Total Gas and Power

Oct- Dec 2023

200.2

Jul- Sept 2023

132.2

Rank

6

Supplier

EDF

Oct- Dec 2023

209.3

Jul- Sept 2023

174.5

Rank

7

Supplier

SSE

Oct- Dec 2023

257.9

Jul- Sept 2023

144.7

Rank

8

Supplier

Opus Energy

Oct- Dec 2023

258.8

Jul- Sept 2023

212.1

Rank

9

Supplier

Octopus Energy

Oct- Dec 2023

278.8

Jul- Sept 2023

175.9

Rank

10

Supplier

Scottish Power

Oct- Dec 2023

509.3

Jul- Sept 2023

377.2

Rank

11

Supplier

Pozitive Energy

Oct- Dec 2023

581.4

Jul- Sept 2023

513.8

Rank

12

Supplier

Business Energy Solutions

Oct- Dec 2023

611.9

Jul- Sept 2023

662.5

Rank

13

Supplier

SmartestEnergy Business

Oct- Dec 2023

714.4

Jul- Sept 2023

552.4

Rank

14

Supplier

Yu Energy

Oct- Dec 2023

830.1

Jul- Sept 2023

-

Rank

15

Supplier

Engie

Oct- Dec 2023

854.9

Jul- Sept 2023

-

Rank

16

Supplier

Utility Warehouse

Oct- Dec 2023

1229.7

Jul- Sept 2023

648.2

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. 175 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.

Table showing methodology and weighting when assessing complaints for energy supplier performance
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. You can check details of the consultation and check the decision document.

  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.