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July 2025 - Utilities

Traditional energy providers fare poorly on new Which? ‘Best Energy Suppliers 2025’ report: British Gas and Scottish Power are amongst the lowest scoring providers in a new report by independent consumer body Which? which highlights the best and worst performing energy suppliers in the UK. The results were calculated by combining data from their most recent customer satisfaction research with findings from a thorough review of provider practices.

The latest wave of energy customer satisfaction research, published in January 2025, polled 11,984 consumers between September and October 2024. It identified suppliers rated most favourably by customers, based on their overall satisfaction and likelihood to recommend.  In addition, the consumer centric practices of 17 energy providers were evaluated separately by Which? across September and November 2024. Firms were given an assessment score based on their performance across the following measures; complaints (30%), contacting your energy suppler (25%) support for customers in need (25%), performance against 2023 smart meter targets (10%), and switching (10%). The results of the satisfaction survey and provider assessments were then combined to provide a ‘Total’ score for each supplier which was published June .

The data reveals that, despite being two of the largest energy suppliers in the UK, British Gas and Scottish Power (with 8 million and 5 million domestic and business customers, respectively) scored poorly in both their customer ratings and assessment scores. British Gas had the lowest total score (58%) - alongside Ovo Energy and So Energy - and they also achieved the third lowest Which? Assessment Score, managing just 55%. British Gas customers were particularly unhappy with the company's overall customer service and value for money, giving them 2 stars apiece. Although Scottish Power fared slightly better than British Gas with ‘Total’ and Which? Assessment Scores of 59% and 60% respectively, they received just 1 star for value for money and 2 stars for overall customer service.

The top three Which? Recommended Providers (WRP) for 2025, Octopus Energy, Utility Warehouse and 100Green received total scores of 74%, 73% and 70% respectively. Octopus Energy, which has achieved WRP status eight years in a row, received the highest customer score (78%) and also received 5-star ratings for its customer service, ease of contacting, communications, accuracy of payments and clarity of its statements.

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