The UK energy industry has been hit by an epidemic of poor customer service, with energy suppliers coming under fire for failing to meet basic customer service standards. According to consumer groups such as Citizens Advice, energy companies are falling short when it comes to customer service standards, with long call waiting times, poor service performance, and slow response times to emails and queries. In 2022, EDF Energy was named the worst on record for customer service, closely followed by British Gas and Ovo Energy. This is particularly worrying for customers struggling to pay their bills during the ongoing energy crisis, and those in a vulnerable situation, such as those on prepayment meters.
Energy regulator Ofgem has introduced a price cap to protect customers from being overcharged for their energy usage. However, the price cap has also put pressure on energy suppliers to improve their service and support customers struggling to pay their bills. Suppliers are obliged to help people afford their bills and identify and support customers in need, particularly those on the priority services register and protection of vulnerable customers list.
In response to the poor customer service, the Energy Ombudsman has seen a surge in cases related to energy issues, with many customers struggling to get hold of their supplier or resolve issues with their energy bills. Energy companies must do better to improve their service and ensure customers are getting the support they need. With new suppliers entering the market and the energy crisis ongoing, it’s important for companies to step up and improve their customer service standards. In this article, we’ll explore the issues facing customers, what energy companies are doing to improve their service, and how customers can make a complaint if they experience poor customer service.
What issues do businesses have with energy suppliers?
As a business owner, dealing with energy suppliers can be a frustrating experience. Poor customer service, long waiting times, and rising energy bills are just a few of the many challenges that businesses face when dealing with energy companies.
The energy regulator Ofgem has set customer service standards that energy suppliers must follow. However, according to the Citizens Advice customer service scorecard, the average call waiting time for the biggest domestic energy suppliers was six and a half minutes in the previous quarter, with some companies taking even longer to answer calls. Furthermore, the scorecard showed that the customer service standards have fallen, with four minutes being the highest score in the previous quarter, down from 4.65 in the period the previous year.
Customers struggling to pay their bills are also facing an energy crisis. The price cap, which is the maximum amount suppliers can charge customers, goes up every year, making it harder for businesses to afford their bills. Energy suppliers are obliged to help people in a vulnerable situation, such as those on prepayment meters, but companies are also getting slower at responding to customer inquiries and emails within two working days.
The energy ombudsman is there to help resolve cases related to energy issues, but businesses are finding it increasingly difficult to get hold of their supplier. Companies must do better, and Ofgem is particularly worried about people who are at risk of having no gas or electricity. New suppliers are entering the market, but they need to improve their service if they want to compete with the bigger players.
In conclusion, businesses have many issues with energy suppliers, from poor customer service to struggling to pay bills. Energy companies must improve their service performance, make sure suppliers are obliged to help people, and identify and support customers in a vulnerable situation. The protection of vulnerable customers should be a priority for all energy suppliers, and they must comply with Ofgem’s customer service standards. It is time for energy companies to step up and provide their customers with the service they need and deserve.
Common questions about complaining to your energy supplier.
Complaining to your energy supplier can be a frustrating and time-consuming experience, but it’s important to know your rights as a customer and to stand up for yourself if you feel that you have been treated unfairly. Here are some common questions about complaining to your energy supplier:
- What should I do if I have a complaint about my energy supplier? If you have a complaint about your energy supplier, the first thing you should do is contact them directly. You can usually do this by phone, email, or through their website. Most energy suppliers have a complaints procedure in place, which they must follow to resolve your complaint.
- What if my energy supplier doesn’t resolve my complaint? If your energy supplier doesn’t resolve your complaint to your satisfaction, you can escalate your complaint to the Energy Ombudsman. The Energy Ombudsman is an independent organization that can investigate your complaint and help you to reach a resolution with your energy supplier.
- What are my rights as an energy customer? As an energy customer, you have a number of rights, including the right to switch energy suppliers, the right to be treated fairly, and the right to receive accurate bills. Energy companies are also required to comply with customer service standards set by Ofgem, the energy regulator.
- How long should I expect to wait on hold when calling my energy supplier? The average call waiting time for energy suppliers is around four minutes, but this can vary depending on the time of day and the supplier you are calling. Some suppliers, such as Ovo Energy and Outfox the Market, have been praised for their short call waiting times, while others, such as British Gas and EDF Energy, have been criticized for their long waiting times.
- What support is available for customers struggling to pay their energy bills? If you are struggling to pay your energy bills, you should contact your energy supplier as soon as possible to discuss your options. Energy suppliers are obliged to help customers in vulnerable situations and to identify and support customers who may need extra help, such as those on prepayment meters. You may also be eligible for government support, such as the Warm Home Discount or the Winter Fuel Payment.
In summary, complaining to your energy supplier can be a frustrating experience, but it’s important to know your rights as a customer and to stand up for yourself if you feel that you have been treated unfairly. By contacting your energy supplier directly, escalating your complaint to the Energy Ombudsman if necessary, and seeking support if you are struggling to pay your bills, you can ensure that your concerns are heard and addressed.
The Energy Crisis and how it relates to customer service
The energy crisis in the UK has put immense pressure on energy suppliers and their customer service teams. With many customers struggling to pay their bills and facing the risk of having no gas or electricity, it is imperative that energy companies step up their game and provide the necessary support and assistance to their customers.
However, poor customer service has been a recurring issue in the energy industry, with companies consistently falling short of customer service standards. The energy price cap, introduced by Ofgem to protect consumers from overpriced energy bills, has put further strain on energy suppliers and their customer service teams.
According to Citizens Advice, customer service standards have fallen to their worst on record, with the average call waiting time for the biggest domestic energy suppliers reaching six and a half minutes in the previous quarter. This is a significant increase from four minutes in the same period the previous year.
Energy suppliers are obliged to help people struggling to afford their bills, and the regulator Ofgem has urged companies to identify and support customers who may be in a vulnerable situation. This includes providing support on the priority services register, which offers protection for vulnerable customers such as those on prepayment meters.
To cope with increased demand, energy companies must improve their service performance and make sure their customer service teams are adequately staffed. Companies are also getting slower in responding to customer queries, with some taking up to two working days to respond to emails.
In March 2022, the Energy Ombudsman reported a significant increase in cases related to energy issues, highlighting the need for energy suppliers to improve their service and support their customers during this difficult time.
It is essential that energy companies prioritize good customer service and support their customers to the best of their ability. As Clare Moriarty, the Chief Executive of Citizens Advice, stated: “Companies must do better, and the regulator Ofgem should use its powers to ensure that they do.”
In summary, the energy crisis has highlighted the need for energy suppliers to prioritize good customer service and support their customers in every way possible. The industry must improve its service performance, reduce call waiting times, and respond promptly to customer queries. The protection of vulnerable customers must be a top priority, and energy companies should be obliged to help people struggling to pay their bills. The price cap will continue to be a significant factor, and energy suppliers must ensure that they comply with the regulator’s rules and regulations.
How to identify a supplier with good customer service
Good customer service is key when it comes to choosing an energy supplier. Poor customer service can be frustrating, time-consuming, and can have a big impact on your experience with your energy provider. Here are some tips on how to identify a supplier with good customer service.
Firstly, check customer service standards. All energy companies are regulated by Ofgem, the energy regulator, and are obliged to meet certain customer service standards. You can find out about these standards on the Ofgem website or by contacting the energy company directly. You can also check the Citizens Advice customer service ratings for energy suppliers, which rate companies on factors such as call waiting times, service performance, and response to customer complaints.
Another way to identify a supplier with good customer service is to look at their reviews. Check out online reviews from other customers to see what their experiences have been like. This will give you a good idea of what to expect from a supplier.
Price is important when choosing an energy supplier, but it should not be the only factor. Look for a supplier that offers good value for money but also has a good reputation for customer service. Companies like Ovo Energy, EDF, British Gas, Octopus Energy, Good Energy, and Outfox the Market have all received high customer service ratings in recent years.
If you are struggling to pay your energy bills or are in a vulnerable situation, it is important to find a supplier that can support you. All energy suppliers are obliged to help people who are struggling to afford their bills, and you can get support on the priority services register. You can also speak to your energy supplier or contact the Energy Ombudsman for help with any cases related to energy issues.
In conclusion, identifying a supplier with good customer service is important to ensure a positive experience with your energy provider. Check customer service standards, read reviews, and look for a supplier that offers good value for money and can support you if you are struggling to pay your bills. Remember, companies must do better when it comes to customer service, and you should not settle for poor service.
Have you suffered poor customer service from your energy firm? How to complain about your provider
Have you experienced poor customer service from your energy supplier? If so, you are not alone. The energy industry has been repeatedly criticized for its poor customer service, with Citizens Advice labeling it the worst on record. However, there are steps you can take to make a complaint and improve your experience with your energy supplier.
The first step is to speak to your energy supplier directly. Most companies have a customer service helpline that you can call. However, be prepared for potentially long call waiting times, as the average wait time in the previous quarter was six and a half minutes. Companies are also getting slower in responding to emails within two working days, according to recent reports by the regulator Ofgem. If you are struggling to pay your bills, suppliers are obliged to help people in vulnerable situations and those on prepayment meters.
If you are not satisfied with the response from your energy supplier, you can take your complaint to the Energy Ombudsman, an independent service set up to resolve disputes between customers and energy companies. The Ombudsman can help with cases related to energy issues, including billing, payments, metering, and switching energy suppliers. You can also get advice and support from Citizens Advice, who have a consumer helpline to guide you through the complaint process.
In March 2022, Ofgem announced that energy suppliers must do better in terms of customer service standards. They published new rules that suppliers are obliged to help people afford their bills and identify and support customers in vulnerable situations. Suppliers must also provide support on the priority services register and the protection of vulnerable customers. The regulator is particularly worried about people struggling to pay their energy bills during the current energy crisis.
To improve customer service, some energy companies such as Octopus Energy and OVO Energy have implemented measures to reduce call waiting times and improve service performance. Outfox the Market and Utility Warehouse have achieved the highest score for customer service according to the Citizens Advice customer service ratings. However, EDF Energy and British Gas have received poor ratings.
In conclusion, if you have suffered from poor customer service from your energy supplier, there are steps you can take to complain and seek a resolution. Speak to your supplier first, and if you are not satisfied with their response, escalate your complaint to the Energy Ombudsman or Citizens Advice. Remember, energy suppliers are obliged to help people struggling to pay their bills, and the regulator Ofgem is taking steps to improve customer service standards in the energy industry.