New rankings have exposed a stark divide in customer service among Britain's biggest energy suppliers, with some firms praised for their performance while others are told they are "falling way short" of expectations.
Citizens Advice Reveals Service Champions and Laggards
The findings come from the latest Citizens Advice league table, which assesses the performance of major energy companies. The data was highlighted by BBC finance reporter Louise Minchin on BBC Morning Live on Monday, January 12, 2026.
Minchin stated the key takeaway was that while some suppliers are stepping up, others are significantly underperforming. The review follows a slight rise in energy bills from January 1, 2026, due to a 0.2% increase in the Ofgem price cap. This pushed the typical annual cost for a household on a standard variable tariff to £1,758, adding roughly 28 pence to the average monthly bill in England, Scotland, and Wales.
Top Performers and Struggling Giants
At the top of the service rankings, smaller suppliers Ecotricity and Outfox the Market were commended for consistently performing well, particularly for having low complaint numbers and being easy to contact. Utility Warehouse also scored highly.
Among the larger, more well-known suppliers, Octopus Energy was named the best performer, securing a place in the overall top five. British Gas and EDF were found to be in the middle of the pack, having made some improvements in response times but still needing to work on how they handle complaints.
The report delivered much harsher news for two other major providers. OVO Energy and SSE were placed "at the bottom end of the table," with the investigation finding their customers often face excessively long call waiting times—sometimes over 15 minutes—and more frequent problems with billing accuracy.
What This Means for Your Energy Bill
Louise Minchin urged consumers to use the data as a guide for their choices. "We always talk about switching for price, but switching for better service is just as valid," she said. "If you're constantly frustrated by long wait times or billing errors, use this league table as your guide."
The full Citizens Advice rankings for the UK's biggest energy suppliers are as follows:
- Ecotricity
- Outfox Energy
- 100Green
- Co-op Energy
- Octopus Energy
- E (Gas and Electricity)
- ScottishPower
- Good Energy
- Utility Warehouse
- E.ON Next
- British Gas
- Ovo Energy
- Utilita
- EDF Energy
- So Energy
- TruEnergy
The complete table and analysis can be found on the Citizens Advice website.
