Three major energy providers—EDF, Utilita, and British Gas—have been identified as delivering the worst customer service experiences in the UK, signaling a sharp decline in industry standards.
According to research from Citizens Advice, customer service ratings across the energy sector dropped significantly in the first quarter of this year, decreasing by 10.5% compared to the same period in 2021. The charity reported a record number of inquiries related to energy issues last month, highlighting widespread dissatisfaction among consumers.
EDF Energy received the lowest rating among 16 household suppliers, scoring just 2.06 out of 5 stars. The French state-owned company, known for its previous efficiency, saw its average call waiting times increase from under a minute to over five minutes within a year.
Utilita followed closely with a rating of 2.08, showing a slight improvement from the previous quarter. Meanwhile, British Gas, the UK’s largest energy supplier, received a rating of 2.39. Ecotricity, a green energy supplier, topped the ratings at 3.77, outperforming competitors like Outfox the Market and Ovo Energy.
The ratings were based on metrics such as complaint resolution, call wait times, and responsiveness on email and social media platforms.
Citizens Advice noted a slight improvement in average call wait times following regulatory guidance issued by Ofgem in December. The guidance requires suppliers to proactively engage with customers who miss payments, offering support and discussing repayment options.
However, the charity criticized energy companies for their poor handling of customer complaints, which it identified as a significant factor contributing to the overall decline in customer satisfaction.
The energy sector has faced increased scrutiny since wholesale gas prices began rising in 2021, resulting in the collapse of some suppliers and increased financial pressure on households. Despite a partial easing of cost pressures from the peak of the crisis, consumer support needs remain high.
Clare Moriarty, CEO of Citizens Advice, emphasized the urgency of strengthening Ofgem’s regulatory powers to enforce higher customer service standards. “When millions are struggling to afford essentials, it’s unacceptable that energy companies fail to provide adequate support,” Moriarty stated, calling for action to address the backlog of complaints before the next winter season.
In response to the findings, an EDF spokesperson acknowledged the company’s service shortcomings and pledged to improve, aiming to restore market-leading service levels for their customers.
A spokesperson for Utilita defended their performance, pointing to positive assessments from other industry benchmarks like Ofgem, Trustpilot, and Which?, where Utilita reportedly fares well.
British Gas declined to comment on the report.
Looking ahead, Ofgem is set to lower its quarterly price cap next week by £122, bringing it down to £1,568 per year. Despite this reduction, Moriarty stressed the need for targeted energy bill support to assist households facing ongoing financial strain.
As consumer expectations continue to evolve, the spotlight remains on energy suppliers to deliver reliable and responsive service amidst challenging market conditions.
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