Average call wait times for energy customers rise by 75%

Average call waiting times for energy customers in the three months to end of March were 75% longer than during the same period last year, according to the latest quarterly supplier ratings from Citizens Advice, which were the worst on record for the sector.

The charity found the average wait time for a customer to speak to their retailer was more than six and a half minutes (391 seconds), up from less than four minutes (224 seconds) during the first quarter of 2021.

For one supplier, Utility Warehouse, the average call wait time was more than 16 minutes.

Citizens Advice said the average overall supplier score in its latest batch of ratings was 2.8 stars, which is the lowest on record. It warned that suppliers have been struggling to cope with the increased demand placed on them over the past year.

Spiralling energy prices have resulted in the collapse of almost 30 retailers. As such, the charity said standards in customer service have “plummeted” since June 2021. This includes suppliers at the top of the table.

While EDF Energy was the highest ranked supplier with a score of 3.6, this is lower than the previous quarter in which EDF came second with a score of 3.85. For comparison, the highest score in Q1 2021 was 4.65.

Responding to the results, an EDF spokesperson said the company was pleased to have achieved the top spot during a time of “extreme upheaval in the industry”.

“This is testament to the hard work of all our customer service advisors who are doing their very best to help and the investments we are making in our workforce, increasing it by 500 since October last year and creating a new customer support framework,” they added.

Pre-payment meter (PPM) specialist Utilita came bottom again, with a score of 1.6. Meanwhile, So Energy fell nine place to 14^th with a score of 2.6. So has previously been commended on its level of customer service and at one time was ranked in the top five for 10 straight quarters.

Ovo Energy was the lowest ranked large supplier and came second from bottom with a score of 2.1.

Citizens Advice is calling on energy companies to urgently improve processes and ensure staff are able to support customers who are struggling.

Furthermore, it is particularly worried about PPM customers who are at risk of being disconnected if they cannot afford to top up.

Gillian Cooper, the charity’s head of energy policy, was asked by Utility Week about the potential for levels of customer service to deteriorate further.

She responded: “With the price cap likely to go up again in the autumn, we’re expecting demand to rise even further. That’s why it’s so important that energy suppliers improve their support services for people struggling the most.”

Meanwhile, Clare Moriarty, chief executive of Citizens Advice, said: “At a time when customers need all the support they can get, it’s worrying to see service performance is the worst on record. This leaves people frustrated and in the dark at the end of the phone.”

“We recognise call centre staff are working incredibly hard to answer as many calls as possible, but energy companies must do better.  This should include improving support services for people struggling the most. Ofgem should make sure suppliers are following the rules, and take action where needed,” she added.