EDF and Utilita Slammed as Worst Energy Suppliers for Customer Service
Energy giants EDF and Utilita have been branded the worst in customer service, according to a damning new report from Citizens Advice. Overall, the industry’s customer satisfaction scores have plummeted to a record low, marking a shocking decline from just last year.
EDF’s Fall from Grace
Just a year ago, EDF was among the top-rated energy firms. Now, it’s rock bottom. The main gripe? Customers face excruciating waits, with call times soaring from under a minute to more than five. Furious consumers have voiced their frustration, dragging EDF’s ratings down.
Dame Clare Moriarty, CEO of Citizens Advice, said: “Tackling the complaints backlog before next winter is crucial.” She stressed the urgent need for tougher rules to hold energy suppliers accountable for their poor service.
Utilita Also Struggles
Utilita shares EDF’s dismal 2.1 out of five stars, trailing well behind rivals. British Gas isn’t far behind with 2.4. On the bright side, Ecotricity snagged first place with an impressive 3.8 score. Outfox the Market and Ovo Energy followed with a solid 3.3 each.
Mixed Fortunes for Other Suppliers
- E.ON Next scored 3.0
- Scottish Power earned 2.9
- Octopus landed 2.5
These ratings reveal the wide gulf in customer satisfaction across the sector.
EDF and Utilita Respond
An EDF spokeswoman admitted the firm missed the mark on call waiting times. “We recognize that we haven’t met our high standards,” she said. EDF is hiring and training more staff at its sunderland/" title="Sunderland" data-wpil-keyword-link="linked">Sunderland, Brighton, and Exeter offices. The company also blamed a complex IT system upgrade for a surge in customer inquiries.
Meanwhile, Utilita disputes Citizens Advice’s scoring. The firm points to positive results from Ofgem, Trustpilot, and Which?, where it fares much better. A spokesperson said they aim to close the “gap between perception and reality” through better communication.
With energy firms under the microscope, customers want top-tier service – and suppliers face mounting pressure to deliver while juggling tech upgrades and operational challenges.
