In the latest release of customer service ratings by Citizens Advice, no energy provider has been able to attain a rating higher than 3.65 out of 5 stars.
These ratings provide insight into the performance of energy companies in terms of customer service, and they come following recent directives from Ofgem, urging energy firms to enhance their customer service, with particular attention to assisting customers facing financial difficulties.
According to the report by Citizens Advice, SSE Energy Services received the lowest overall rating, securing just 1.83 stars, followed closely by Utilita with a rating of 1.9 stars.
The data is based on the most recent figures available, from April to June 2023.
SSE Energy Services had 142.7 complaints per 10,000 customers during this period, which equates to 1.4% of its customer base.
The average waiting time at their call centre was three minutes and 11 seconds and 11.1% of customers reported receiving at least one incorrect bill, according to the study.
The charity’s report also suggests Utilita exhibits a similar performance, with 170.5 complaints per 10,000 customers, a call waiting time of three minutes and 43 seconds and 6.9% of customers experiencing issues with incorrect bills.
On the contrary, Outfox The Market achieved the highest customer service rating, receiving 3.65 stars.
The company had 21.8 complaints per 10,000 customers, an average call waiting time of 51 seconds, and 0.6% of customers reported receiving incorrect bills.
In response to these ratings, a spokesperson for Utilita stated that the Citizens Advice Star Rating does not accurately represent the unique nature of their business or the service provided to their customers.
A Utilita spokesperson said: “Utilita is unlike any other UK energy supplier. As a Smart+ Pay As You Go specialist, we serve some of the UK’s hardest-pressed households, who tend to use Citizens Advice services more than your average credit customer.
“We also have issues with their approach to recording complaints which classes “contacts” made to them by our customers as “complaints”, regardless of whether we are at fault. Until the rankings recognise these important points, they will not provide a representative picture.”
Energy Live News has approached OVO for comment.
