Does better service mean better prices?

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 However, this included a one-off investment to improve out-of-date IT systems and does not reflect ongoing investment in customer services.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

What is the Feed in Tariff?

Consumers shopping for cheaper business electricity rates should ensure that they compare like-for-like tariffs following changes in the way some suppliers itemise their bills, according to the Energy Advice Line.

Some customers could be signing up to deals unaware that a Feed-in Tariff (FiT) charge was payable on top.

Network charges make up 25% of bills

The Energy Advice Line has urged Ofgem to investigate network costs as a matter of priority in a bid to improve competition in the UK energy market and deliver lower prices to consumers.

Julian Morgan, managing director of the price comparison, switching and advice service for energy customers, said the costs were a significant factor in domestic and business energy bills and needed to be tackled.

The energy watchdog, Ofgem, has come under fire from MPs for failing to crack down on the energy distribution and transmission costs charged by network companies and passed on to consumers by suppliers.

MPs said the price caps intended to keep the costs down were too generous, and network costs were now a significant and overlooked factor in high bills.

Mr Morgan said the average dual fuel bill now cost more than £1300 per year, with network charges making up almost a quarter of the total. Ofgem needed to do everything in its power to reduce the effective monopoly enjoyed by network companies such as National Grid, Scottish and Southern Energy and Northern Power Grid, he said.

“Ofgem claims it will take eight years to see whether value for money is being delivered to the UK energy market as a result of its regulatory reforms but this is too long for hard-pressed consumers to wait,” Mr Morgan said.

“It needs to put pressure on both network companies and suppliers to reduce these network costs and pass the savings on. There is ample room for customers to enjoy much better value for money.

“The system is also too complex and confusing for consumers, with prices varying around the country and many people very unsure about what these charges are actually for.

“It’s time Ofgem used its regulatory muscle to force energy companies to bring these charges down and it make this aspect of energy bills simpler.”

MPs have asked Ofgem to investigate the feasibility of a national tariff to simplify charging and make prices less volatile, and called on the government to do more to encourage smaller generators to enter the market to increase competition.

“While there are some things that consumers have no control over, like network charges, they can do what they can to keep their bills down by shopping around and switching supplier to make sure they’re on the lowest possible tariff,” 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

Go Independent for Better Service

 SMEs right to consider independent energy suppliers, says Energy Advice Line

The Energy Advice Line has urged SMEs to consider switching to independent energy suppliers following a report showing they enjoy higher customer satisfaction ratings than the Big Six.

Julian Morgan, managing director of the price comparison, switching and advice service, said Datamonitor’s B2B Energy Buyer Customer Satisfaction survey showed small firms continued to be unhappy with the major suppliers.

Are Smart Meters All That They're Cracked Up To Be?

According to a new report by Smart Energy GB, the recent roll out of smart meters has helped around three quarters of customers understand their energy bills better. But are the meters as efficient and as useful as the energy suppliers claim they are?

Nearly 80% of domestic energy customers have now begun taking steps to minimise their energy usage, for example turning off lights, not having the heating turned up as high, or even changing the way in which their household appliances are used. A simple display illustrating the use of energy is really helping people to further understand the way in which their energy spend is calculated.

Consider Service As Well As Price

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.

New Mobile Access Makes Switching Supplier Easier Than Ever

A new quote engine designed specifically for mobile telephones will make it easier and quicker than ever for businesses to switch energy suppliers.

The mobile switching service, launched by The Energy Advice Line, will enable business leaders and decision makers to obtain energy quotes and switch suppliers while on the move.

Julian Morgan, managing director of the price comparison, switching and advice service, said the new technology reflected increasing demand for quick, easy and seamless switching.

“It also reflects the fact that a significant proportion of our customers are working on the go, and are submitting information from their mobile phones, “ Mr Morgan said.

Ofgem Urged to Investigate Network Costs

The Energy Advice Line has urged Ofgem to investigate network costs as a matter of priority in a bid to improve competition in the UK energy market and deliver lower prices to consumers.

Julian Morgan, managing director of the price comparison, switching and advice service for energy customers, said the costs were a significant factor in domestic and business energy bills and needed to be tackled.

The energy watchdog, Ofgem, has come under fire from MPs for failing to crack down on the energy distribution and transmission costs charged by network companies and passed on to consumers by suppliers.

MPs said the price caps intended to keep the costs down were too generous, and network costs were now a significant and overlooked factor in high bills.

Mr Morgan said the average dual fuel bill now cost more than £1300 per year, with network charges making up almost a quarter of the total. Ofgem needed to do everything in its power to reduce the effective monopoly enjoyed by network companies such as National Grid, Scottish and Southern Energy and Northern Power Grid, he said.

“Ofgem claims it will take eight years to see whether value for money is being delivered to the UK energy market as a result of its regulatory reforms but this is too long for hard-pressed consumers to wait,” Mr Morgan said.

“It needs to put pressure on both network companies and suppliers to reduce these network costs and pass the savings on. There is ample room for customers to enjoy much better value for money.

“The system is also too complex and confusing for consumers, with prices varying around the country and many people very unsure about what these charges are actually for.

“It’s time Ofgem used its regulatory muscle to force energy companies to bring these charges down and it make this aspect of energy bills simpler.”

MPs have asked Ofgem to investigate the feasibility of a national tariff to simplify charging and make prices less volatile, and called on the government to do more to encourage smaller generators to enter the market to increase competition.

“While there are some things that consumers have no control over, like network charges, they can do what they can to keep their bills down by shopping around and switching supplier to make sure they’re on the lowest possible tariff,” 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 www.energyadviceline.org.uk

Energy Profit Margins Higher Than Ofgem Estimated

The Energy Advice Line has welcomed calls by Ofgem for consumers to switch energy suppliers now in order to save up to £250 a year on their gas and electricity bills.

The call followed confirmation by the regulator that energy companies were failing to fully pass on the fall in wholesale gas prices they had enjoyed in the past year.

Quizzed by MPs this week about why suppliers had failed to deliver bigger price cuts to consumers, Ofgem chiefs agreed this was a “cause for concern”.

But they said they were focusing on encouraging consumers to change suppliers to make savings, adding, “generally it is a good time to switch”.

Business Energy Reimbursement Schemes Should Be Simpler

The Energy Advice Line has urged the Big Six suppliers to extend their My Energy Credit reimbursement scheme to business gas and electricity users.

Julian Morgan, managing director of the price comparison, switching and advice service, said the scheme, which helps consumers access money they are owed by previous suppliers, should also apply to non-domestic energy users.

The campaign launched last September and extended this month, helps customers around the UK find out about money that might be owed to them.

According to suppliers, millions of pounds have already been reunited with their owners. Experts estimate an average 3 million householders are owed an average of £50 each after closing an account that was in credit.

Have You Seen What The Independents Can Save You?

The UK’s most highly rated price comparison and switching service for energy users has urged consumers in search of the best deals to seek out smaller independent suppliers.

Julian Morgan, managing director of the service ranked number one on consumer feedback site Trustpilot, said more independent suppliers were entering the energy market than ever and challenging the monopoly of the Big Six.

“The clear message for consumers in 2015 is that there are highly competitive alternatives to the major players now and it makes sound financial sense to take a look at what the independents are offering,” Mr Morgan said.

“Consumers have made it clear that they have lost faith in the Big Six after years of high prices and lack of competition in the market. I am pleased to report that that situation has started to change.

Angry Customers Lodge 3,500 Complaints a Month

Tens of thousands of angry consumers who have lodged complaints with the Energy Ombudsman should vote with their feet and switch suppliers, according to the Energy Advice Line.

Julian Morgan, managing director of the price comparison, switching and advice service, said even though vast numbers of consumers were angry at their treatment by suppliers, too few of them took their business elsewhere.

According to new figures, the Energy Ombudsman received at least 3,500 complaints each month in 2014 from consumers with the main gripes involving bills, disputed charges and inaccurate meter readings.

Have You Considered An Independent Energy Supplier

SMEs right to consider independent energy suppliers, says Energy Advice Line

The Energy Advice Line has urged SMEs to consider switching to independent energy suppliers following a report showing they enjoy higher customer satisfaction ratings than the Big Six.

Julian Morgan, managing director of the price comparison, switching and advice service, said Datamonitor’s new B2B Energy Buyer Customer Satisfaction survey showed small firms continued to be unhappy with the major suppliers.

“The findings reflect what many of our customers are telling us: switching to a smaller, independent supplier can be a sound business decision,” Mr Morgan said.

“Small suppliers won’t necessarily suit every business, but these findings should encourage firms that haven’t considered switching to them should do so.