Boost supplies pay-as-you-go customers only, and says its ‘mission is to make PAYG energy fit around your life’. It currently serves more than 350,000 homes.
Customers with smart meters can top up via a smartphone app. Those currently on Boost's PAYG+ can also schedule automatic top-ups, put money aside for winter and track their energy use in the app but Boost is in the process of moving its customers over to PAYG Smart, which has a new app that doesn't give you these extra features.
It offers 50% renewable electricity, and its tariffs have no exit fees.
Boost customer score
Boost came joint-18th out of 25 energy companies rated by 7,460 members of the public in the annual Which? energy companies customer satisfaction survey.
Customers weren't particularly impressed with any aspect of Boost's service, although they rated it higher for value for money than all the traditional big firms and had some positive things to say about how it deals with complaints.
Boost score breakdown
The graphic below shows the breakdown of Boost’s scores from our latest survey.
Which? verdict on Boost
It’s the third time we’ve been able to include Boost in our annual energy company survey. It gets a fair rating from its customers on most measures.
Boost's customers gave it three stars for bill accuracy, customer service, how it handles complaints and value for money - it doesn’t promise big savings, but ‘to be 100% here for you’. It received just two stars for bill clarity.
Parent company Ovo also got a fair three-star rating for value for money.
In the first half of last year, Boost received an above-average number of complaints from its customers, according to energy regulator Ofgem’s data, compared with the other firms included in our survey. In fact, it had the highest proportion of customers in our survey saying they had experienced problems in the previous 12 months at 44%.
However, it was among the best for resolving complaints quickly. It solved 88% on the same or next working day and an impressive 99% within two months.
Despite Boost’s positive record for resolving complaints, it has some work to do around picking up the phone promptly. It was the slowest of the firms included in our September 2020 snapshot investigation into customer waiting times, taking more than 40 minutes on average for a human to answer the phone.
One caller was on hold for 2 hours 39 minutes and four more were on hold for over an hour.
The average median wait time for all 31 companies we called was 5 minutes 57 seconds. The fastest firm – Together Energy – managed to pick up in 51 seconds on average.
When we tried to contact Boost by online contact form, we only twice received a response within seven days (our cut off period).
Pros: Quick to resolve complaints
Cons: Slow to pick up the phone or answer emails in our snapshot investigation
Boost Energy electricity sources
Boost Energy in the news
Boost Energy in 2019
January: The energy regulator Ofgem appointed Ovo Energy and Boost to take on the customers of Economy Energy when it ceased trading. Boost took on Economy Energy's prepayment customers.