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How does your non-domestic supplier stack up?

How does your business energy provider 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: 

April-June 2017 RatioSupplierApril-June 2017 RatioJanuary-March 2017 Ratio

1

Contract Natural Gas Ltd

20.2

52.7

2

SSE

25.1

23.7

3

E.ON

28.6

18.1

4

EDF Energy

66.4

95.9

5

British Gas

135.3

124.8

6

Opus Energy

141.5

103.9

7

Scottish Power

184.8

108.5

8

Npower

198.6

203.4

9

Dual Energy

199.4

234.5

10

Utility Warehouse

218.8

185.9

11

Gazprom

228.3

167.3

12

Haven Power

258.8

281.8

13

Business Energy Solutions

460.6

488.4

14

Total Gas and Power

463.5

277.3

15

Extra Energy

1970.5

1596.6

Published on 9 October 2017


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:

January - March 2017 [ 54 kb]

October - December 2016 [ 48 kb] 

July - September 2016 [ 46 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 typeDefinitionWeighting
Citizens Advice Consumer Service advice only / company referral cases

These are cases where a consumer has

  1. 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

  2. Been referred to the supplier via the company referral process

10

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 non domestic cases received about each company in each of the categories are multiplied by the weighting factor and then the total weighted complaints for the quarter is divided by each company’s number of micro-business 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.