Citizens Advice published its latest energy star rating results for the October to December 2017 period.

The energy star rating system ranks energy suppliers in terms of their customer service and covers 99% of the UK’s energy market. The system, which rates suppliers out of a possible five stars, uses various factors, such as how long it takes to get through on a company’s customer service hotline, to determine a supplier’s rating.

The most recent data has smaller and newer energy suppliers at both the very top and very bottom of our rankings.

Firms such as So Energy and Bulb Energy have beaten out industry leaders, such as British Gas and npower, in our rating system. Both of these small energy suppliers launched within the past few years.

However, other smaller firms such as Economy Energy and Iresa demonstrated a lack of concern for customer service, coming at the very bottom of our rankings. Iresa, which Citizens Advice previously reported to industry regulator Ofgen, made headlines earlier this week after Ofgen banned the firm from taking on new customers until existing customer service issues have been resolved.

The results of our energy star rating system demonstrate the widely varying levels of customer service provided by smaller energy providers. Citizens Advice has previously expressed its concern that it is too easy for new energy firms to establish themselves within the market and that many of these suppliers are serving customers before established systems are put into place.

We wholly advise anyone changing their energy supplier to consider the quality of a business’s customer service before switching to them. Our ratings show this is particularly important when signing with a smaller business.

Supplier

Star rating October to December 2017

So Energy

4.7

Bulb Energy

4.4

Octopus Energy

4.15

British Gas

4.05

E (Gas and Electricity)

4

SSE

3.95

Bristol Energy

3.8

Utility Warehouse

3.75

Ovo Energy

3.7

EDF Energy

3.7

npower

3.6

ScottishPower

3.45

E.ON

3.3

First Utility

3.3

Flow Energy

3.2

Co-operative Energy

2.85

PFP Energy

2.85

Ecotricity

2.55

Good Energy

2.25

iSupply

2.25

Green Star Energy

2.2

Utilita

2.2

Robin Hood Energy

2.05

Extra Energy

1.9

Spark Energy

1.9

Avro Energy

1.4

Iresa

1.3

Economy Energy

1.2