Citizens Advice has identified EDF and Utilita as the poorest performers in customer service in its latest star rating report.
The league table, which evaluates the period from January to March, shows a notable decline in customer service standards across the energy industry, coinciding with a record number of people seeking help with energy issues.
The charity reports a 10.5% drop in average customer service ratings compared to the same period in 2021, with standards stagnating since late 2023.
Customer service levels have yet to return to those seen before the energy crisis, which led to increased issues like debt and the forced installation of prepayment meters.
Citizens Advice is advocating for a Consumer Duty to give Ofgem stronger powers to hold energy companies accountable and improve customer service standards.
In the latest ratings, EDF and Utilita are at the bottom of the table, while Ecotricity tops the list.
EDF, once one of the highest-rated suppliers, has seen a significant drop due to longer average call waiting times, which have increased from under a minute to over five minutes within a year, according to the report.
Although Utilita has improved since the last quarter, it remains among the lowest-rated suppliers.
Despite some progress in reducing call waiting times following new Ofgem guidance in December, many companies continue to struggle with resolving customer complaints, leading to an overall decline in ratings.
Citizens Advice reports an unprecedented number of people falling behind on their energy bills, with over five million UK households in debt to their suppliers.
The charity is concerned that poor service could erode consumer trust, making it harder for people to seek necessary assistance.
Dame Clare Moriarty, Chief Executive of Citizens Advice, said: “When millions are struggling to afford the essentials, it’s completely unacceptable that energy companies are failing to give their customers proper support.
“Citizens Advice has long called for Ofgem to be given stronger powers to hold suppliers to account on customer service. That must include tackling the complaints backlog before next winter.
“News that bills are dropping slightly from July will be cold comfort for the record numbers seeking help from our advisers. The next government must introduce better targeted energy bill support for those struggling to keep the lights on or cook a hot meal.”
An EDF spokesperson told Energy Live News: “We recognise our call answer times haven’t been up to the high standards we set ourselves and are committed to doing better, getting back to the market-leading service our customers expect.
“We have recruited and trained more people at our Sunderland, Brighton and Exeter offices and are nearing the end of a complex transfer of our residential customers to a new IT system, resulting in more customer’s getting in touch as we navigate this process.
“Our priority is always to provide great customer service and resolve customer queries, however they contact us and our customers rate us excellent on TrustPilot. We get as many emails, texts and WhatsApps as we do calls, but Citizens Advice places heavier weighting on call-wait times to calculate the overall score, which we’re calling on them to change.”
A Utilita spokesperson told Energy Live News: “We must not underestimate how savvy consumers are today. They will realise the Star Rating contradicts other market-wide supplier assessments – including those of Ofgem, Trustpilot and Which? – where Utilita performs consistently well.
“The latest star rating is also an anomaly when its findings are compared to those of the Energy Consumer Satisfaction Survey.
“The in-depth report, jointly commissioned by Citizens Advice and the regulator, ranked Utilita second for customer service among mid to large-sized suppliers.
“As such, we look forward to ongoing dialogue to close the gap between the perception the Citizens Advice Star Rating gives, and the reality other rankings provide.”
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