‘Water companies must act to improve fairness and value for money’

The Consumer Council for Water says the industry must boost underwhelming levels of customer satisfaction

Octopus Energy hav-ink success with customer ratings

Octopus Energy has been voted uSwitch’s ‘Supplier of the Year’ in terms of customer satisfaction. Beating the Big Six, the small supplier hit a 96% overall customer satisfaction score in a survey of more than 17,000 UK consumers. It also came top in four other categories including Best Customer Service and Most Likely to be […]

New energy supplier complaint tool launches

Citizens Advice has launched a new tool to help small businesses choose an energy supplier. The new league table, to be released quarterly, allows millions of small firms to compare how well suppliers are managing their complaints so they can make informed decisions on how best to avoid delays and extra expenses. E.ON takes first place in its handling […]

Customers want personalised energy experience, survey finds

Consumers are interested in having energy management technologies in their homes, with a majority wanting a personalised experience. That’s according to a survey by Accenture, which asked around 10,000 people from 17 countries, including the UK, about this topic. It revealed 92% would be more satisfied if their energy provider could personalise their overall customer […]

Energy suppliers ‘not excited about customer engagement’, says Ofgem

Energy suppliers are not keen on implementing measures to engage customers with the market. That’s according to Rachel Fletcher, Senior Partner at Ofgem, who was speaking at an event in London last week. Her comments come as the regulator is working towards implementing the recommendations from the Competition and Markets Authority (CMA) following a two-year investigation. […]

Customers in debt fall but amount owed increases

The number of customers in debt to their energy supplier fell in 2015. It dropped from more than 1.19 million in 2014 to 1.05 million last year for gas customers. The number of electricity customers in debt fell from more than 1.38 million to 1.22 million, according to a report from Ofgem. However, it added the […]

npower and ScottishPower among worst firms to handle complaints

ScottishPower, npower and First Utility are the worst firms to handle customer complaints. That’s according to Ofgem which surveyed more than 3,000 Big Six and Utility Warehouse, First Utility and Ovo Energy customers as well as more than 460 micro-businesses that complained at the end of last year. A majority of npower and ScottishPower’s domestic […]

Energy suppliers told to refund customers after gas meter error

Ofgem has told energy suppliers to refund gas customers affected by a meter reading mistake. In a letter sent to energy firms, the regulator stated the error was caused by a mismatch between the unit the meter is measuring gas consumption in and the unit recorded in suppliers’ back office systems. The mistake led to […]

What if your energy supplier goes out of business?

Ofgem has published proposals to protect consumers’ money in case their supplier goes out of business. The regulator plans to appoint a replacement supplier to ensure customers continue to be supplied with energy as some of their accounts may be in credit. As part of the process for selecting a replacement supplier, Ofgem said it […]

npower apologises and pays £1m after complaints rocket

npower has issued an apology and agreed to pay £1 million to schemes helping vulnerable ‘fuel poor’ customers in response to what a senior partner at Ofgem described as “a serious deterioration in service levels over the last year”. It also pledged that customers would not be left out of pocket by problems with its […]