30th July 2021
The accolade of Which? Recommended Provider for energy is only awarded to the companies that we’re confident meet the highest standards, are loved by those who use them and don’t overcharge customers.
It’s not easy to achieve. If no companies live up to our high standards, we’re not afraid to leave the industry empty-handed. In 2017 we did just that.
Read on to find out which two suppliers are Which? Recommended Providers for energy in 2021, how we assess companies for the award, and which companies narrowly missed out this year.
Two companies achieved the coveted Which? Recommended Provider status this time. They are Octopus Energy and Pure Planet.
Both passed our tough assessments (we've got more detail on these below), which include analysis of pricing, complaints, and what customers really think of them.
Octopus Energy has been a WRP an impressive three times before. This is the second year that Pure Planet has achieved the award; it was included in our energy companies' satisfaction survey for the first time last year and has impressed Which? energy experts on both occasions.
Octopus Energy received the higher customer score of our two WRPs, but both achieved the highest rating for providing accurate bills and had similarly high proportions of customers who'd had no problems in the last 12 months.
Find out more about our WRPs in our dedicated reviews for:
To help you pick which is the best for you, we’ve compared both Which? Recommended Providers on various criteria below.
Phone customer service
Online customer service
Via app using its AI bot
Supplies prepayment customers
Charges exit fees
Yes on its fixed tariff
Customer scores are based on a survey in September 2020 of 7,330 energy customers in Great Britain.
had the highest customer score in our survey this year but it's not a WRP because it did not respond fully to our questions about its procedures - an important part of our overall assessment - and it was ordered by energy market regulator Ofgem to make its payment into the feed-in tariff scheme.
was a WRP last year but didn't quite meet all of the tough criteria this time. It compared well with other firms when we assessed their procedures but its long customer waiting times in our snapshot investigation meant that it scored below average in our performance assessments, which look at customer waiting times on the phone and online, as well as complaints.
and fared well overall in our customer survey but missed out on WRP status. Avro Energy because it did not respond to our questions about its procedures. People's Energy scored below average both for its procedures and when we looked at its performance on complaints and customer waiting times.
While it received relatively few complaints, People's Energy wasn't the quickest to resolve them, sorting out less than 40% within two days in the first half of 2020, while the best firms resolved more than 80%. It was also slower than others to respond to customer enquiries on live chat, compared with other brands we tested, taking more than four minutes on average.
Our energy satisfaction survey is the first piece in the puzzle for aspiring Which? Recommended Providers. Companies must be among the highest scorers, based on feedback from their customers. See the full results of our .
In addition to our satisfaction survey results, we also carry out detailed analysis of energy companies' procedures, customer service, complaints and prices. We award Which? Recommended Provider (WRP) status to those companies which pass all of our criteria, so we're confident that they're the best of the best and won't let you down.
We also continually review and improve our criteria to make sure they're focused on what's most important to customers.
To become a Which? Recommended Provider, an energy supplier must:
Flow Energy, and are the only other energy firms to have previously been Which? Recommended Providers. So Energy was a WRP last year. Both Flow Energy and Ovo Energy received the award in 2016, but Ovo Energy lost it when it raised its prices. Ovo Energy was also our very first WRP in 2015. There were no WRPs for energy in 2017.