Are you getting the service you deserve?

Business energy users and households should consider customer service as well as price when choosing a supplier, according to the Energy Advice Line.

The call follows a newspaper survey that showed a huge disparity between suppliers when it came to total spending on customer service.

“Instances of very poor customer service and bungling by energy suppliers still abound and this comparison of spending sheds interesting light on possible reasons why,” Mr Morgan said.

“The difference between the highest and lowest spenders on customer service is significant, so it seems sensible to consider factors in addition to price when making a decision on which supplier to go with.”

The Telegraph newspaper defined customer service to including complaints handling as well as simple requests such as a change of address, and any technology that customers can use to communicate with their supplier.

Of those suppliers who responded to the request for information about spending on customer services, Scottish Power rated the highest at £42 per head per year. However, this included a one-off investment to improve out-of-date IT systems and does not reflect ongoing investment in customer services. Ofgem banned the firm from recruiting new customers last month until it had fixed its customer services problems.

First Utility was ranked second highest spender at £26 per customer each year, followed by British Gas (£16), E.On (£14) and npower (at least £6.67). EDF and SSE refused to disclose their customer services spending.

“We help countless customers each year who contact us in desperation and frustration at the terrible standards of customer service offered by their supplier,” Mr Morgan said.

“Resolving a problem with a bill, or even changing something as simple as an address, can prove to be a time-consuming and infuriating exercise. If you are a business this can be an expensive waste of time.

“We would urge all customers not to make price the only factor when choosing supplier, although value-for-money is obviously crucial.

“Our expert advisers, who know the energy industry well, can help you make the right informed choice.”

The Energy Advice Line is one of the UK's leading price comparison and switching services for business and domestic energy customers. It is also an advocate for energy market reform and has campaigned for a better deal for energy users, including calling for a ban on cold calling and changes to regulations to make it easier for all consumers to switch suppliers.

The service is completely independent and free. Consumers can quickly and simply search the market for the best available energy deals from an extensive panel of small and large energy suppliers. The service also offers a free advice line for business energy customers.

For further information visit www.energyadviceline.org.uk

Trouble getting the cheapest deals?

News has come out this week that some of the Big Six energy suppliers are barring their existing customers from being able to find the cheapest tariffs that they have on offer.

Having been uncovered by Radio 4's 'Moneybox' programme - researchers have found that E.ON, EDF, SSE, and British Gas have ensured that their existing customers are unable to make the most of the cheapest prices they offer to new customers.

These tariffs for existing customers can end up costing hundreds of pounds a year more than if they were to switch onto a more competitive tariffs designed to attract new customers.

Previously, this type of practice was ruled as unfair and banned by the industry regulator Ofgem in April 2014. Earlier this year Ofgem announced that they would no longer be reinforcing this rule after a recommendation from the Competition and Markets Authority (CMA).

Comparison agencies have compared the prices by either renewing as an existing member of the supplier, or registering as a new one, and with E.ON this price difference came in at £260. But E.ON is not the only one to employ this tactic.

Research by the BBC has found the following results from British Gas:

• 'Home Energy Exclusive June 17' tariff as a new customer - £735
• 'Home Energy Exclusive June 17' tariff as an existing British Gas customer - £972

These tariffs have also been shown to be hidden from other services such as the Energy Helpline because the information provided will rule them out of being a new customer with the existing supplier.

However, currently the consensus is that the other Big Six suppliers will not follow in the direction of their competitors. Scottish Power released a statement to say that they will not be offering these sorts of tariffs, stating that their customers can switch freely between the different tariffs on offer.

The best way to ensure that the price you are paying is competitive is to take on the advice of an unbiased and neutral help line, such as the Energy Advice Line. The leading price comparison and switching service provides free advice, and if you wish to change your supplier they will do all the hardwork for you from initial sign up through to completion.

To find out more visit energyadviceline.org.uk

More grants for SMEs, says Energy Advice Line

The Energy Advice Line has called for the government to provide more grants to cover the installation costs of energy efficiency measures.

Mr Morgan's calls are in line with a survey by the British Chamber of Commerce (BCC), which found that 36% of small and medium sized firms believe the "most important thing" the government can do is incentivize energy efficiency installations through grants.

"Most SMEs know what energy saving measures they could and should put in place, but the upfront costs are a massive disincentive," Mr Morgan said. "In face, 15% of those businesses surveyed felt the energy savings would not prove beneficial to the installation costs.

"The government provides financial incentives to big energy suppliers to implement low-carbon policies; SMEs deserve similar financial support so they can put in place the equipment they need to reduce their energy consumption.

"This equipment would obviously benefit from their bottom line, as well as the planet, but the up-front costs are prohibitive for many small firms, who already struggle with their  cash flow and profitability.

"It would make sound financial and environmental sense for the government to help firms with the initial costs of doing something that would benefit all stakeholders."

The BCC survey, carried out in partnership woth Big Six supplier British Gas, involved more than 2,100 British businesses - 91% of them SMEs. The survey revealed that businesses are already aware of what energy measures could be put in place, with only 8% requesting more information. In total, 15% of those surveyed felt that the energy savings would not be worth the investment.

More than a quarter of businesses that currently rent their facilities and premises revealed they have no influence on energy efficiency improvements. In light of the finding, the BCC called on landlords to do more for leaseholders that were 'looking to save money and make their energy work for them'.

Mr Morgan added that SMEs keen on cutting their energy costs should regularly chase the best deals and switch suppliers. "There's no expensive upfront investment required, and it's quick and simple - there aren't many ways to save significant amounts of money that are this easy," Mr Morgan said.

The Energy Advice Line is one of the UK's leading price comparison and switching services for business and domestic energy customers. It is also an advocate for energy market reform and has campaigned for a better deal for energy users, including calling for a ban on cold calling and changes to regulations to make it easier for all consumers to switch suppliers.

The service is completely independent and free. Consumers can quickly and simply search the market for the best available energy deals from an extensive panel of small and large energy suppliers. The service also offers a free advice line for business energy customers.

For further information visit energyadviceline.org.uk

Energy Consumers Facing September Price Hikes

Large numbers of British housegolds are facing the threat of unexpected hikes in their energy bills this month, despite falling wholesale energy prices, according to The Energy Advice Line.

Eight fixed-rate energy tariffs, including popular deals with British Gas, EDF Energy, Npower, and Sainsbury's Energy, are scheduled to expire at the end of August.

Julian Morgan, managing director of the price comparison, switching, and advice service for energy users said customers who failed to switch beforehand would automatically be bumped to their suppliers' standard rate - generally the most expensive.

What Happened at the Weekend

A great weekend of news for renewable energy this weekend with great results from various projects, access to funding, and finding out how renewables can affect poverty. The main downside this weekend was the news about British Gas and their profits - further encouraging consumers to make sure they swith their supplier and get the best deal for their money.

Falling Bills Doesn't Mean It's Time To Be Complacent

The Energy Advice Line has urged caution following the release of new consumer data showing falling energy bills have caused consumers to feel “their richest in four years”.

Julian Morgan, managing director of the price comparison, switching and advice service, said bills were down but many fixed-term contracts were about to expire and consumers could be flipped to more expensive standard tariffs.

Energy Advice Line welcomes British Gas penalties

The Energy Advice Line has applauded a decision by OFGEM to make British Gas pay £5.6m in penalties for unfairly blocking business energy users from switching suppliers.

In welcoming the move, Julian Morgan, managing director of the price comparison and switching service for energy users, said business energy customers had long struggled with problems associated with switching.

Earlier this month the energy regulator ruled that Britain's biggest energy supplier had unfairly blocked business customers from switching to competitors. Nearly 6% of British Gas business account holders who had tried to switch suppliers between 2007 and 2012 had been queried because of outstanding debt or contractual issues.