Nabuh Energy ranks bottom of Citizens Advice star ratings table

The full table is listed below this article

Challenger energy supplier Nabuh Energy has come bottom of Citizens Advice’s star ratings table for Q2 2019, with a score of 1.9.

Fellow challenger brand Breeze Energy topped the list, with a score of 4.8.

The table ranks suppliers’ level of customer service out of five on issues such as accuracy of bills, call waiting times, and complaint handling.

In response to the rating, a spokesperson for Nabuh Energy said the supplier welcomed the Citizens Advice ratings but it did not reflect its performance overall.

They said: “We have invested and implemented numerous measures to ensure customers are receiving the quality they expect and will continue to do so.  It is important to note that our performance in areas such as billing, switching and call wait-times has vastly improved but have much less of an effect on the current supplier ratings matrix.

“Our commitment to our customers has always been our primary focus, ensuring that they receive the best possible service and we are confident that the measures we have put into place will have a positive real time effect on our customers.

“We continue to  work with our regulator, Ofgem and consumer organisations including Citizens Advice to ensure that we are delivering on our customer commitments.”

SSE took second place and is the best-rated out of the big six energy suppliers with 4.6, Scottish Power meanwhile was the worst ranked big six provider with a rating of 3.2.

Tony Keeling, managing director of SSE Energy Services, said: “We are pleased with our continued strong performance in the Citizens Advice service league table and continue to work hard every day to deliver for our customers.”

Citizens Advice has warned that there is a big gap in the standards of customer service.

Among the common problems faced by customers of suppliers at the bottom of the rankings were:

• Billing issues – incorrect and late final bills, not receiving any bills, inaccurate bills
• Debt and disconnection issues, including aggressive debt collection practices
• Problems with prepayment meters, including credit refunds
• Metering issues – faulty meters, incorrect numbers registered to property

Gillian Guy, chief executive of Citizens Advice, said: “There is still a big gap between those firms who provide an excellent service to consumers, and those who are letting people down.

“Attention-grabbing low tariffs can be a good deal, but we recommend looking deeper than just the headline price when shopping around for the best energy deals.

“We’ve seen six energy suppliers go bust this year. In our experience, when a company is struggling, customer service is often the first thing to suffer.“

The six suppliers that have ceased trading this year are: Economy Energy, Our Power, Brilliant Energy, Cardiff Energy Supply, Solarplicity and Eversmart Energy.

Citizens Advice says Manchester-based Eversmart would have come third from bottom had it not already exited the market.

Solarplicity meanwhile scored 2.9 and would have come joint 27th if they had not gone out of business in August.