The customer service standards for energy suppliers have fallen to record lows – with large energy supplier Utilita and OVO Energy among the worst offenders.
Customers have had to wait longer for calls to be answered but have largely not been able to get a hold of their supplier. The new research from Citizens Advice comes against the backdrop of an uncertain market that has sent almost 30 energy suppliers into administration and caused bills to skyrocket.
Why has customer service dropped?
The annual energy price cap has been raised to just shy of £2000 in April and is projected to hit almost £3000 in October. Before this happens, Citizens Advice has called for major improvements in services.
The average rating for suppliers had slipped from 3.2 stars in the summer of 2021 to 2.8 in the first three months of 2022. This is the lowest on record.
Citizens Advice have awarded Utilita a rating of 1.6 and OVO 2.1 – with other poorly performing companies being Ecotricity, E.ON Energy, and Boost Power. EDF Energy has been ranked as the best performer with a measly 3.6 rating, only just ahead of Outfox the Market and Bulb Energy (which is now bust and operating under a special administration status).
The Citizens Advice’s consumer service helpline has handled over 70,000 cases related to energy issues – a 63% increase on the same period from the previous year. The study has revealed that the average waiting time to speak to an energy supplier on the phone is now six and a half minutes, compared to just under four minutes last year.
Energy suppliers will respond to 62% of emails within two working days, compared to 66% the previous year.
The chief executive of Citizens Advice, Dame Clare Moriarty, said this –
“At a time when customers need all the support they can get, it’s worrying to see service performance is the worst on record. This leaves people frustrated and in the dark at the end of the phone.”
She went on to say that energy companies must do better, and called on the energy regulator Ofgem to step in and take action.
Energy supplier response
British Gas has announced an additional 500 staff being hired to deal with the rise in the number of customers struggling to cope with rocketing bills.
A Utilita Spokesperson has said –
“We acknowledge that we can do better, but we strongly believe Citizens Advice employs a methodology that is unfairly weighted against us as a smart prepay specialist.”
What is your supplier doing wrong?
At Energy Solutions, we are just as frustrated with the current state of the energy markets as you are.
The energy crisis is no excuse for energy suppliers to mistreat, ignore, or mislead their customers.
It is a time where many do not know who to trust.
So, we have taken the time to research the other energy suppliers and conduct a deep-dive into their online reviews. We have compiled these into ‘Pain Points’ to reveal some worrying trends.
You can read them here: INSERT LINKS TO PAIN POINTS
Customer Billing – Will I Be Affected?
As already mentioned, energy costs are spiralling – and the price rises are affecting all of us. For UK energy customers it is difficult to say how your bills will be affected due to the serious volatility in the energy markets. It is important to remember that energy prices as a whole are rising, and this will be passed onto consumers through energy bills, making it something to keep a close eye on.
Different suppliers will feel the pinch in different ways so it is crucial to be aware of the current situation your energy supplier finds themselves in. It is possible to view up to date supplier profiles with any recent changes for all of the energy suppliers in the UK, here.
At a time where bills look set to rise due to market volatility, it is also a good idea to ensure that you are not being overcharged for any of your utilities. It can be a tricky task to navigate but there are free online tools to remove the hassle available.
You can find a free online Gas Bill Calculator to see if you are being overcharged, here.
You can find a free online Electricity Bill Calculator to see if you are being overcharged, here.
Energy Solutions by Us, for You
At a time of great uncertainty in global energy markets, it is easy to feel lost in it all.
Keeping up to date with developing situations and the associated ramifications is a tricky and time-consuming job. It is also one that is not likely a priority for you and your business.
So, what do you do?
You partner with energy procurement experts to take the load off of your desk.
Energy Solutions have been trusted brokers for countless businesses for over twenty years, which means we know how to navigate the energy markets during a time of uncertainty.
Contact us today to find out how we can help you and your business
Website: https://www.energybrokers.co.uk/
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