Energy supplier performance results


Performance results for 3rd quarter 2016. July to September

 

How to use this chart to help you choose an energy supplier

The most important piece of information is in the column marked “Complaints reported to consumer bodies per 100,000 customers” . Select a few of the suppliers with a low complaints ratio, then go to an OFGEM Accredited Comparison site to see which one of these suppliers is offering the cheapest online tariff.

Choose a supplier which has:

  • Fewer complaints
  • Been established for a reasonable period
  • Fully recorded figures
  • Offers a cheap online tariff

 

Energy Supplier Ratings and Reviews

SupplierEstablishedComplaints recorded by supplier per 100,000 customersComplaints reported to consumer bodies per 100,000 customersScore out of 100
SSE, Scottish Hydro, Southern Electric, SWALEC, Ebico, Atlantic, M&S Energy1998157727.295
EDF2002235332.190
British Gas, Sainsburys198615187985
E.ON2000235383.485
Npower20021605266.975
Scottish Power19902252446.365
Utility Warehouse20021783133.280
iSupply20121438Not recorded *20
Green Energy200134Not recorded *30
Ecotricity1996374164.585
LoCo22009419Not recorded *25
Spark Energy2007935438.660
Good Energy2002569176.680
First:Utility20081091228.675
Utilita20033368112.980
Flow Energy2013877120.475
Co-operative Energy2010840679.155
OVO Energy200979*90.355
Green Star Energy2013705459.955
Economy Energy2012649420.455
Extra Energy2014654*1505.720
Better Energy2011583Not recorded *55
Octopus Energy2015238Not recorded *40
Zog Energy2013139Not recorded *40
Places for People Energy2015Unclear. Not recorded in the same manner as other suppliers *1950
E Energy2013142 Not updated for current period2755
Avro Energy2015Not recorded *Not recorded *10
Iresa Energy2016Not recorded *Not recorded *10
GB Energy Supply2015Not recorded *Not recorded *10

 

This data has been compiled with information from Citizens Advice Bureau, Energy Ombudsman and OFGEM.

* Marked information has not satisfied our investigation into the results. These results have been made available to OFGEM

Complaints recorded by supplier per 100,000 customers

Most of the complaints in this column are not serious complaints. Some of the suppliers probably even record the fact they have a customers name with the wrong spelling. It’s a good sign when you see complaints in this column, it means the supplier is not trying to hide anything.

This column should have more complaints registered than the next column!

Complaints reported to consumer bodies per 100,000 customers

This is the important column. These are complaints the supplier has not given the customer an acceptable resolve for, so the customer has sought third party intervention.

This column should have less complaints registered than the previous column!

Play it safe

We have awarded points out of 100 to help you with your choice of supplier. A good rule of thumb would be to select a supplier which has 70 or more points.

You can see how we have awarded the points here

Some of my thoughts whilst putting this together

I really wanted to award more points to OVO Energy, but they have let themselves down by not being upfront with customer complaints reported to them. They couldn’t have possibly recorded all of their complaints. It’s just not possible to have 79 complaints per 100,000 customers and, have 90.3 complaints reported to third parties.

Also, I may be being a bit unfair to Places for People Energy. They are showing the least complaints at 19 per 100,000 customers. But I believe this to be the case because they haven’t accumulated a lot of customers yet.

Some of the newer suppliers have not recorded their complaints yet, but they should have done so. This is part of the OFGEM licence conditions.

I’m not sure what’s going on with Scottish Power. As one of the Big 6 original suppliers, they shouldn’t be going down this slippery slope.

British Gas customers really need to get to grips with what’s going on. There’s nothing wrong with their service. As the biggest supplier (They inherited all the customers at the start of privatisation), they are managing to hold onto the customers who are reluctant to switch their supplier. They are the ones paying the most with their Standard Energy Tariffs. British Gas can also capture the customers at the other end of the market. That’s the ones who like to shop around online for a cheaper energy deal. They have this end covered through the Sainsbury’s Energy brand.

Ofgem Accredited Comparison Sites

If you are going to switch to a cheaper online energy deal, then use one of the Ofgem Accredited sites. They are governed by a strict set of rules which put the consumers needs first!

 

eas logo

This is a full list of the Accredited sites

Comparison SiteOur RatingsStatusGo There
Energy Smart at Energylinxget quotes
Energy Helplineget quotes
The Energy Shopget quotes
Runpathget quotes
My Utility Geniusget quotes
Simply Switchget quotes
uSwitchget quotes
Unravel Itget quotes
Moneysupermarketget quotes
Switch Gas & Electricget quotes
Quotezoneget quotes

4 Comments

  • Steve (#)
    July 17th, 2017

    I was interested to see your comment about Ovo. I am looking to change from EDF, but have a 30 year old dial meter (we cannot upgrade to smart meter even if we wanted too – too many problems with current generation, and there’s no signal here so it wouldn’t work). I was concerned with the complaints I’ve found on the web about Ovo charging for meter replacement. The Electricity Act 1989 (amended) restricts charges for replacement of a faulty meter when it is marked as belonging to the supplier. I questioned them about this via their web page contact form and got no reply. That is not a good sign, particularly as theirs is one of the highest standing charges which is supposed to cover things like meters. Very disappointing given their rating on other issues.

    • Martin Ramsey (#)
      September 12th, 2017

      You make an interesting point, Steve. If you contact an energy supplier asking them to change your meter, they will charge you for it. Unless of course, you are requesting a new smart meter, where no charge should be made to yourself. However, as you are stating you don’t receive a mobile signal where you are, then a smart meter is of no use to you.
      Another point to note: If you contact your supplier, suggesting there is a fault with your meter, they will charge you for running a test on it. If they find a fault after testing, they will replace the meter and, refund any charges made. If they don’t find a fault, they will most likely leave the meter in place.

  • Lesley Pollacco (#)
    September 17th, 2017

    HI, we are thinking of transferring to Together Energy which is the cheapest provider from one of the OFGEM accredited price comparison sites. However, apart from TrustPilot who have given them a high customer satisfaction rating we cannot find any other feedback. I have trawled the OFGEM website but there is no mention of them in any of their customer satisfaction surveys and they are not mentioned in the table above which lists 29 suppliers. Have you any thoughts please?

    Thanks

    • Martin Ramsey (#)
      September 17th, 2017

      Hi Lesley. Many thanks for your comment. Together Energy are a new supplier.They were not active when the table was put together. It’s very difficult to get the measure of a new supplier until they have been in business long enough to have some sort of track record. I understand it is tempting to switch to a supplier showing the cheapest price.However, sometimes it can be more bother than it’s worth. I’m not saying this supplier will provide a bad service, but at this early stage, I would go with a supplier with more of a track record!

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