Which gas and electric supplier has the best user experience?

novelty-socks

I'm looking to switch my gas and electricity to a new supplier. I'm currently on an ancient variable tariff from Co-Op Energy that's a long way off being the cheapest option.

I'm keen to save money, but I've also had my fair share of crappy customer experiences with utility companies. The Co-Op's botched IT upgrade a while back was also a disaster. So, as well as saving some money, I'm looking for a supplier with a killer online user experience.

I want managing my account to be as quick and easy as hailing an Uber, checking my investments in Nutmeg or getting directions on Google Maps. I don't ever want to have to pick up the phone and speak to someone.

Does your supplier make it this easy to manage your account online? If so, who are they?

Eric_Disley

Ovo have consistently good CS feedback.

System

novelty-socks wrote: »

I want managing my account to be as quick and easy as hailing an Uber, checking my investments in Nutmeg or getting directions on Google Maps. I don't ever want to have to pick up the phone and speak to someone.

I have had excellent experiences with big and small suppliers, and awful experiences with both. My top pick for CS is Zog but it does not have an online account.

JJ_Egan

BG EDF Scottish Power OVO GB Energy ZOG been with them all and never had a problem .

Raxiel

I've had good CS experiences with E.ON, and I think their website is pretty good. Their Android app is good too, one nice feature being a toggle for the 'torch' on the screens for entering meter readings, only a little thing, but a thoughtful touch when taking a reading in a dark cupboard.

I don't know how much of it is 'industry standard' because I've only really dealt with them, but they have easy access to past bills, all submitted meter readings and tools to track your energy usage against the previous year and 'similar' homes.

It's just a shame their prices aren't all that competitive this year (although once the £100/yr discount for dual fuel paperless & DD is taken into account they're far from the worst either). I've just made the switch to Iresa because that was an £8/m increase rather than a £24/m increase for staying with E.ON

teddysmum

Because of the huge number of customers involved, every provider will have some who have bad experiences, so it's pot luck.


I was put off by the much recommended Ovo, after their website and a call centre person (because the computer said so) were unable to give me a quotation because of my excessive gas usage (ridiculous, as it was actually below average for a 3 bed semi ). A second call centre person did a manual check and agreed with my own estimate, but I decided not to take the risk.


On the other hand, though I have had problems with the much criticised Npower, they have been swiftly put right, with an unasked for credit added.

Robisere

EDF have great Customer Service, a really good, efficient Chatline (online chat service) and they helped me through a very difficult period when my Social landlord changed the Economy7 Night Storage heaters, to GasCH. An EDF senior admin staff member helped us through the change, when our landlord refused to deal with changing Economy7 3-phase Meters, to single phase.

I have no problems with meter readings, just record them, send them via email on the website and get a new bill within 48 hours, usually 24. Twice they raised my DD to a level I thought unacceptable. I opened the Chatline and worked out a mutually acceptable compromise, both times. 5 years of good service, actually has improved every year. And they accept the fact that I do not want a Smart Meter.

jamesperrett

I've been happy with SSE, Ebico and Eon (apart from their policy of not treating existing customers well) but less happy with British Gas, Extra Energy (very disorganised) and Ovo (using the wrong type of meter for many months).

System

So the moral of this thread is 'follow the savings'. There is no guarantee that any supplier will get things right 100% of the time. Just think of the job losses in customer services if they did.

matelodave

I've been with EoN, EDF,SP,Npower, FU, GB and SSE. all of them were Ok except SP who were a bit slow getting my final bill sorted., so if you dont have a problem then I can't see that any are significantly better or worse.

That said, you can help yourself a lot by reading your meter regularly, sending the readings in, checking your bills/statements and never accepting estimates.

Although I guess non are 100% problem free, by keeping a close eye on what's happening and making sure that billings and payments are correct should make it easier to sort out any problems before they become unmanageble.

Also, save your bills/statements either as paper or electronic copies for several years after you've swapped suppliers just in case their billing goes awry after you've left

SammenForLivet2

British Gas have invested a huge amount into there on-line website, and app is pretty good. Works very well if you have there smart meters and probably the best of all that I've experienced from a design and functionality point. E.ON is functional and never seemed to fail (yet not as graphic/designed as BG) and OVO is again very good and clear.