Raising Standards: The Evolution of Energy Supplier Star Rating at Citizens Advice

As the official watchdog for energy consumers, Citizens Advice has an important role to play in shining a spotlight on the problems consumers encounter, providing solutions and ensuring their voices are heard. As an important part of this role, since 2016 we’ve published our energy supplier star rating — providing consumers with accessible information about energy supplier performance. The Star Rating will be reaching far more people from today, with new rules meaning energy suppliers need to publish it on their websites. We’ve also seen new rules introduced to ensure a safety net is established for people who need to repay debts and make it easier for everyone to contact their energy supplier. These sit alongside the significant new protections announced earlier in the year for people being forced onto a prepayment meter. As a package, there are now far more rules protecting those at the highest risk of the harms of living in a cold, dark home.

Our star rating measures the areas of service consumers value most

We know that to truly meet the needs of their customers, energy firms need to be able to communicate well when things are running smoothly, and swiftly fix things when they go wrong. That’s why we’ve refreshed the methodology for our star rating to focus on supplier performance on customer service and complaints, as well as acknowledging energy firms that go above and beyond regulations by signing up to voluntary standards.

Looking at the most recent data from July to September, it’s welcome to see email response rates rising. But we know that digitally disadvantaged consumers need to use the phone. And in many cases where people are struggling to pay their bills, they need to speak to their supplier on the phone to plan a way forward. We’re concerned to see call waiting times increasing, particularly as we head into the colder part of the year. We will continue to work closely with the energy regulator, Ofgem, to monitor this area.

Our star rating should now be more accessible to more people

Taking the opportunity to lead by example, we reviewed our own website to ensure it is even easier for consumers to understand how energy companies are performing. We tested a new design with users, and used their feedback to clarify the way we present the information and the language we use. We made the data more accessible for people who use assistive technology such as screen readers, when they use their mobile or computer. And we made the information easier to find for everyone, using search engines.

The new rule for suppliers to publish the rating on their own websites is an important reputational tool and helps to keep suppliers accountable to their customers. At a time when switching between suppliers has decreased it should further increase the incentives to improve their customer service offering and help ensure that customers receive the service and support they deserve.

This is just part of wider improvements in protections this winter

This change is part of a significant huge shift in energy regulation in response to rising energy prices and the failure by some suppliers to properly support their customers last winter. The energy regulator, Ofgem, is to provide new protections, particularly for those struggling to pay their bills. This includes clearer expectations for helping get credit onto people’s prepayment meters when they can’t afford to top up. Ofgem now also requires energy companies to provide more consistent support, particularly for people managing debt. The rules mean more clarity on the need to offer affordable repayment plans and payment holidays, so their customers can navigate financial difficulties and confidently use the without risking access to the energy they need.

Of course, improvements in the way that suppliers chase debt isn’t going to be enough as the cost of living crisis continues for so many. People will continue to face significant challenges in paying their bills. That’s why we will continue to work closely with Ofgem to ensure the new rules are making a difference, and swiftly enforced where needed.

You can read more about the Energy Supplier Star Rating on our website.