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10 November 2020

Boost Energy

Boost is a dedicated pay-as-you-go brand that's part of Ovo Energy. Use our Boost review to find out if it's the right gas and electricity supplier for you.
Boost 478496
WhichEditorial team

Boost supplies pay-as-you-go customers only, and says its ‘mission is to create PAYG energy that works around you’. It currently serves more than 300,000 homes.

It was launched in 2017, when Ovo Energy split out its prepayment energy business to ‘better serve customers’. Boost supplies both traditional and smart prepayment meters.

Customers with smart meters can top up via a smartphone app, which also lets you schedule automatic top-ups, put money aside for winter, and track your energy use.

It offers 50% renewable electricity, and its tariffs have no exit fees.

Like the sound of Boost? Find out if you would save money by comparing gas and electricity prices using Which? Switch – our independent energy comparison site.

Boost customer score

Boost came joint-20th out of 35 energy companies rated by 7,355 members of the public in the annual Which? energy companies customer satisfaction survey.

It shares the position with rival prepayment specialist Utilita and Robin Hood Energy. Parent company Ovo finished higher, in ninth position.

Customers were generally positive about its customer service and complaints handling. However, they were less enamoured with its value for money. The top-scoring firms were rated better by customers on all of those measures.

Boost score breakdown

The graphic below shows the breakdown of Boost’s scores from our latest survey.

Find out how Boost compares with other energy companies included in our survey. See the full results of the best and worst energy companies.

Which? verdict on Boost

It’s only the second time we’ve been able to include Boost in our annual energy company survey. It scores well on some measures we asked its customers to rate, and gets a fair rating on others.

Boost's customers gave its highest ratings for customer service and how it handles complaints. Both were rated good overall. Only the very top-scoring firm in our survey achieved a better rating for customer service.

Parent company Ovo, and jointly ranked rival Utilita, also got a good four-star rating for customer service.

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.

However, it was among the best for resolving them quickly. It solved 85% of complaints on the same or next working day between January and March 2019, and an impressive 92% in that time over the following three months.

It solved more than 99% of complaints within two months.

Customers weren’t as enthusiastic about other aspects of its service, though, including digital tools. While Boost provides a dedicated app, customer feedback rated its digital tools ‘fair’ overall.

While Utilita and Ovo achieved the same star rating, the best brands in our survey got four stars for their digital tools.

Boost customers rated it ‘fair’ for value for money. It doesn’t promise big savings, but ‘to be 100% here for you’ – perhaps explaining why customers rate its service better than its value in our survey.

Despite Boost’s positive customer-service rating, 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 received a response twice within seven days (our cut off period).

Pros: Quick to resolve complaints

Cons: Slow to pick up the phone in our snapshot investigation

Boost Energy electricity sources

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