Energy company reviews
By Sarah Ingrams
Article 8 of 34
EE says it’s all about saving money, and supplies customers who have prepayment meters. But is it the right energy company for you?
Birmingham-based E says it focuses on keeping its costs down so that its 300,000 customers pay less.
It also promises to make things ‘simple and straightforward’ for customers.
Customers pay for their gas and electricity in advance, using a key for electricity and a card for gas. Customers with smart meters can top up online or via E’s mobile app.
E gives £50 loyalty credit to prepayment-meter customers who keep their gas and electricity supply with it for 12 months. But if you do want to switch, E doesn’t charge exit fees.
Keep reading to find out how E matches up to other brands, including prepayment specialists, on prices and customer service. Plus find out why it has been in trouble with energy regulator Ofgem on more than one occasion.
Compare gas and electricity prices using Which? Switch to see if you could save money with E.
E customer score
E came joint-24th out of 35 energy companies rated by 7,335 members of the public in the annual Which? energy companies satisfaction survey – the broadest independent view of energy companies available.
E score breakdown
The graphic below shows the breakdown of E’s score in our latest survey. Scroll down to read our verdict on this energy firm, and to find out more about its prices.
Find out how E compares with other energy firms in our guide to the best and worst energy companies 2020.
Which? verdict on E
We included E in our energy companies survey for the first time this year. It’s off to a shaky start, finishing in the bottom third of suppliers, based on the feedback gathered from its customers.
It gained ‘good’ ratings on two of five aspects of service included in our survey, but ‘fair’ ratings on three.
We received too few responses to give it a rating for the way it handles complaints. However, it gets relatively few complaints per 1,000 customers, and resolves more than 80% within two days, according to data from energy regulator Ofgem for the first half of last year.
E’s four-star rating for customer service equals that of brands that get far higher scores overall. The data behind its rating reveals that 81% of customers in our survey considered its customer service good or excellent. While this sounds impressive, the best brands managed more than 90%.
The company was also part of our snapshot investigation into energy companies’ customer response times for the first time. It was reasonably quick to pick up the phone, in 68 seconds on average. Its response time on email was fairly typical, taking more than two and a half days to respond on average.
E scored better on customer service than jointly ranked Eon, and got a better score than jointly ranked SSE for the accuracy of its bills.
However, customers were less impressed with how clear and easy E’s bills are to understand.
Although E says it focuses on saving customers money, those in our survey only considered it fair for value for money. Many other firms were considered good value for money, although none achieved the full five-star rating this year.
Pros: Quick to answer the phone in our snapshot investigation
Cons: Value for money, digital tools and bill clarity are nothing special
E electricity sources
Want to find out which energy firm is the cheapest for you? Use Which? Switch to compare gas and electricity prices.
E in the news
May: Ofgem fined E £650,000 for anti-competitive practices. The regulator said that it had an agreement with Economy Energy preventing the two firms from targeting each other's customers in face-to-face sales for several months in 2016.
Software and consultancy firm Dyball Associates helped the company. Anthony Pygram, director of conduct and enforcement at Ofgem, said that this left ‘some customers potentially worse off by being unable to access deals from the other supplier'.
January: After Economy Energy’s collapse, Ofgem ordered E to stop switching former Economy Energy customers to it.
Economy Energy had agreed to sell 30,000 customers to E, but then it went bust and all its customers were moved to Ovo Energy.