Energy companies’ customer support ratings plummet as millions are hit with soaring bills

April 8, 2022, 00:33

Energy company customer support ratings are plummeting.

Photo: Aliyah


According to figures from Citizens Advice, households are facing falling customer service standards from their energy providers – including increased call waiting times – as their bills soar .

Customer service has been at its worst since 2017, despite bills rising by nearly £700 a year, according to the latest ratings from the charity and energy watchdog Ofgem.

The highest score out of five is only 3.85 – compared to 3.95 out of five in the previous quarter – from June to September 2021 – and 4.40 from October to December 2020, with suppliers at the top of the table including M&S Energy, EDF Energy, Octopus Energy, affect energy and therefore energy.

The worst performing providers are Utilita, Boost Power, Ecotricity, Good Energy and Ovo.

The lowest score among these was 1.70 compared to 2.10 in the previous quarter, a drop of 19%.

As call wait times increase, service declines.

Average call wait time is now over five minutes (340 seconds), up from around four minutes (246 seconds) in the same period a year earlier.

Customers of the worst-performing providers face wait times of around 15 minutes.

Citizens Advice chief executive Dame Clare Moriarty said: “With millions struggling to make ends meet as the cost of living soars, it’s more important than ever that people can turn to their energy company for help.The drop in customer service standards comes at the worst possible time.

“It’s Ofgem’s job to make sure businesses provide a good service. But the current system isn’t working.

“A consumer duty focused on ensuring customers get good results is what’s needed. With bills set to skyrocket again in October, there’s no time to waste.”

A Good Energy spokesperson said: “We are disappointed with our drop in Citizens Advice customer service rankings. The last quarter of 2021 was challenging for our team and resources as the energy crisis took hold and we saw many suppliers go bankrupt.

“We are committed to providing excellent service and that is more important than ever.”

Joseph P. Harris