Little-known energy supplier 'named UK's best' in customer service ratings

The latest league table from Citizens Advice has ranked the UK's biggest energy suppliers from best to worst for customer service - with a clear winner emerging

A relatively unknown energy supplier has beaten the giants to the top of a key list. In the latest league table ranking by Citizens Advice, the UK's energy firms have been lined up from best to worst according to their customer service performances.

And it wasn't British Gas or OVO at the top - it was the lesser-known Ecotricity. Ecotricity is a British energy company based in Stroud, Gloucestershire, England, specialising in selling green energy to consumers that it primarily generates from its 87.2 megawatt wind power portfolio.

Citizen's Advice noted while there's a "sluggish improvement" across the industry, the results from their fresh analysis aren't particularly shining for EDF and Utilita, which have been named as the bottom two for customer service. Rebel Energy and Octopus Energy have also been spotted lagging close behind in the less favourable end of the spectrum.

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On a more positive note, smaller companies such as Ecotricity and Utility Warehouse nabbed the top spots, with first and second place respectively. Here is the list in full:

1. Ecotricity - 3.77
2. Utility Warehouse - 3.42
3. E (Gas and Electricity) - 3.42
4. Outfox The Market - 3.29
5. ScottishPower - 3.27
6. Ovo Energy - 3.27
7. Good Energy - 3.22
8. Co-operative Energy - 3.07
9. E.on Next - 3.07
10. So Energy - 3.05

E (gas and electricity) and Outfox the Market are other firms that did well, following closely after the leaders.

This table reflects customer service data collated from April to June this year, noting an uplift in the average rating to 3.07, a nearly 13% surge since the dawn of 2024 harking back to the pre-energy crisis levels.

However, with the charity raising the alarm that a significant 60% of customers are still dealing with suppliers beneath the average mark on the table, it's evident more strides must be made.

These findings emerge hot on the heels of Ofgem's push for improved customer service within the sector, amid consumer grievances relating to billing mishaps.

Moreover, it's highlighted that the energy sector still trails other industries like banking when it comes to customer satisfaction.

As Citizens Advice asserts that "people deserve better" from their energy supplier, it ups the ante on its calls for a Consumer Duty to ensure enhanced protections.

Ofgem is set to introduce a new set of rules that will give it stronger powers to hold companies accountable and "set a higher bar" for customer service in the energy industry.

The charity has reported that it's already assisting record numbers of people who have fallen behind on their bills.

Recent studies reveal that one in four individuals are so concerned about rising energy costs that they believe they'll be forced to switch off their heating and hot water this winter.

The research also discovered that 5 million individuals are currently residing in households indebted to their energy supplier.

Energy firms are tasked with providing support, such as affordable payment plans, to those who can't afford their bills.

Citizens Advice found that energy companies have improved in resolving customer complaints and call wait times have also continued to get better.

Dame Clare Moriarty, chief executive of Citizens Advice, stated: "We're bracing ourselves for another challenging winter. Whilst suppliers' customer service improved in the spring, firms need to continue upping their game to ensure people can access support in the colder months."

"With energy debt at a record high and the removal of previous support packages, the government must also urgently introduce targeted bill support that reflects the realities of people's energy needs."

In response to Citizen Advice's report, Ofgem says it has been "working hard" with the sector.

An Ofgem spokesperson stated: "Energy consumers deserve an easy and reliable service from their supplier."

Responding to Citizen Advice's report, Ofgem says it has been "We've been working hard with the sector to drive up standards and create a more customer-centric energy future."

"This includes strengthening our procedures to take firmer action against suppliers when things go wrong and toughening up the rules around customer bills for greater accuracy."