Best and worst energy firms for customer service: British Gas bottom, Octopus top

Some well-known names, including British Gas and Ovo, scored poorly.

Best & worst energy suppliers revealed

Considering how much we spend on utilities these days – currently an average of £1,738 per household since the recent price cap hike, with two further increases expected this year – no one should have put up with bad service from energy companies.

But which are the ones currently providing the best quality customer service and which are performing below par? 

Last year Which? found that the energy sector was the second-worst industry for poor customer service levels, with Scottish Power and British Gas the worst performers.

The financial research firm undertook two surveys in May and November last year to see if energy company customer service levels had improved. Fortunately, they did. 

In an online survey of 5,246 UK adults, a third (32%) of adults contacted their energy provider in the last 12 months with an issue or query (November 2023 to November 2024). 

Of these respondents, 72% were satisfied with their overall customer service experience, while 15% were dissatisfied.

This gives the sector a net satisfaction score of +58, a seven-point improvement compared to the previous survey in May (+51) and moving it up two ranks when compared to eight other sectors. 

According to industry regulator Ofgem, overall customer satisfaction has also increased. 

Just over a third (36%) of customers contacting their energy provider reported at least one problem with the customer service, down from 42% six months before.

Scottish Power improves, British Gas worsens

Scottish Power made the biggest improvement, with customer satisfaction up 18 points between May and November 2024.

However, customer satisfaction with British Gas worsened, with a drop of four points to 39, making it the worst energy company for customer service in the survey. 

“British Gas was named the worst performing energy firm for customer service in our latest research - with half of customers saying they experienced at least one issue when they had to get in touch with their provider,” said Rocio Concha, Which? Director of Policy and Advocacy.

"It is never OK for firms to provide sub-standard customer service, but in an essential sector like energy which provides vital services millions rely on every day, it is unacceptable.

“British Gas and any other firms falling short need to up their game and give customers the service they deserve. They must focus on ensuring that calls and emails are answered promptly and that customers are being provided with helpful advice and support."

British Gas said it did not recognise the survey's conclusions, telling The Guardian that they were “at odds with the latest customer satisfaction findings published by organisations including the industry regulator Ofgem, Citizen’s Advice and Uswitch”.

“These independent studies have all confirmed that we are going in the right direction, and our customer service is improving, with the number of complaints down and call wait times cut by 60% compared to 2023," a spokesperson told the newspaper.

"Delivering the best possible service to our customers continues to be a top priority for British Gas.”

Octopus top, British Gas bottom

So which companies have come out top? This year’s best energy companies for customer service provision are Octopus Energy, Utility Warehouse and EDF Energy. 

A relative newcomer, Octopus Energy has now surpassed British Gas to become the biggest energy provider in the UK, with nearly 13 million customers.

It recently bought Shell’s energy business and also acquired collapsed Bulb Energy’s customers and Marks & Spencer's after the latter exited the market. 

Customers gave Octopus a 78% satisfaction rating, with Utility Warehouse scoring 63% and EDF Energy 59%. 

Bottom of the list with the worst scores for customer service were Ovo Energy (48%) and British Gas (39%).

See the full ratings in the table below.

(Source: Which?)

Unhappy with your supplier? Get moving

If you've been having no end of trouble with your supplier, you should seriously consider switching to a rival firm.

While the market isn't quite as competitive as before the energy crisis struck, there are still a bunch of suppliers looking to compete for your custom. 

Shop around for a cheaper energy deal now and save up to £100 (opens in new page)

Energy deals: where to start

The first thing you need to do is shop around for a more suitable energy tariff.

As a rule of thumb, opting for 'dual fuel' (both electricity and gas from the same supplier) is generally cheaper than getting your energy from different suppliers.

Companies usually give discounts to customers on dual fuel tariffs who pay by monthly Direct Debit, but it's worth doing your homework all the same.

The smartest way to find the best tariff is to use a price comparison service, which will hunt down the best deals, and tell you how much you can save compared to your current tariff.

To help you do this, you should have details of your current tariff to hand, including an up-to-date meter reading, as that will provide a more accurate comparison.

It's worth stressing that fixed-rate tariffs are looking particularly attractive at the minute as they will help shield you from some of the impending Energy Price Cap hikes. 

Sifting through the jargon

Once you've found the right deal to move to, it's time to switch. You'll be asked for your contact details, and will receive a confirmation email to let you know the switch is in progress.

If you're switching electricity supply, you'll also be asked for your Metering Point Administration Number (also known as the MPAN, your 'Supply number', or, for hardcore utilities fans, the 'S' number).

This can be found on your electricity bill with a large S in front of it, followed by a grid of 13 numbers. You'll only need to quote the numbers to your new provider.

Similarly, if you're switching your gas, you'll need to quote your Meter Point Reference Number, (MPRN or M number), which should also be printed on your gas bill.

If you can't find these numbers, contact your current energy supplier, who will be able to give these to you.

Cooling-off period

Once you've switched, you'll have a cooling-off period of between seven and ten days to change your mind without penalty.

Once this has passed, your supplier will send you a welcome pack outlining your terms and conditions, or a standard letter followed by further information as your switch progresses.

You're likely to receive a lot of correspondence from both your new and old suppliers during the switch, so it's a good idea to keep anything received in a folder you can easily get to, should any queries arise.

In addition, it's important not to be complacent when it comes to switching.

In theory, after you've given over your details and a couple of meter readings, your new supplier should take care of all the formalities.

However, relying on the supplier can delay the switch.

It's wise to give your final meter reading to both your new and old supplier. Not only will this speed things up at both ends, but you'll be able to settle any outstanding amounts owed with greater ease.

In addition, cancel any direct debit arrangements – but only after you've paid your final bill, and make sure you let your bank(s) know too.

Will I be left without gas or electricity?

Thankfully no. As all the energy suppliers use the same pipes, meters and equipment to pump gas or electricity into your home, there is never any interruption in service.

Nobody is going to suddenly turn off a tap to your gas or electricity supply, and the only thing you should notice is a cheaper bill each quarter once you've completed the switch.

In some cases, you may be required to get a smart meter which should generally be paid for by the energy company.

Getting 'green' electricity

Finally, note that it's possible to get electricity generated from renewable sources, without paying much extra.

An increasing number of new and existing providers are offering '100% green' electricity.

Energy providers should be able to tell you the exact percentage of their electricity from renewable sources.