E (Gas & Electricity)

E (Gas & Electricity) promises to make things ‘simple and straightforward’ for its customers. 

The company says it focuses on keeping costs down so customers pay less. It pays £50 loyalty credit to customers who get their gas and electricity supply from it for 12 months.

Its 300,000+ customers pay for their gas and electricity in advance, using a key for electricity and a card for gas. Those with traditional meters need to go to a shop to top up, while those with smart meters can top up online, via app, phone or text.

In our latest energy company analysis, comprising a customer satisfaction survey and a Which? policy assessment, E topped the overall rankings and is a Which? Recommended Provider. 

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E (Gas & Electricity) score 

We combine the results of our customer survey with an in-depth assessment of companies’ behind-the-scenes practices and policies to give you an overall view of suppliers.

Take a look at our table below to see our score breakdown for E:

Here's how E's customer and policy assessments break down:

To find out how E (Gas & Electricity) compares with other energy companies, see our full results of the best and worst energy companies.

Which? verdict on E (Gas & Electricity)

• Pros A Which? Recommended Provider; Strong customer service rating; top marks in our switching and smart meter assessments

• Cons Lacklustre score for contacting your supplier

E (Gas & Electricity) customer review

E (Gas & Electricity) has upped its game since last year's below-average score in our annual energy customer satisfaction survey. In this year's survey of 11,945 members of the public, it received the fourth highest customer score of 78%. 

The supplier received strong four-star ratings for several aspects of its service, including overall customer service, ease of contact, and clarity of statements. It was rated three stars (fair) for all other measures, including value for money. 

One happy customer praised E (Gas & Electricity): 'I am totally satisfied with the services, customer care and handling of issues.' Another expressed their satisfaction, but with a small caveat: 'E's service is decent overall. bills are clear and easy to understand, and customer support usually sorts things out, but sometimes waiting times can be a bit long.'

E (Gas & Electricity) customer service

E (Gas & Electricity) customers are largely positive about its customer service overall, collectively giving it a four-star rating. Only fellow Which? Recommended Providers 100Green, Octopus Energy and Sainsbury's Energy matched this rating; no supplier achieved the full five stars. 

Find out more about: What makes a Which? Recommended Provider

E (Gas & Electricity) common issues and complaints

Common issues experienced by E (Gas & Electricity) customers that responded to our survey include incorrect bills or statements (10%), smart meters not sending readings automatically (10%), and energy or gas supplies being cut off (10%). 

Overall, 5% of E (Gas & Electricity) customers in our survey said they had made a formal complaint in the past 12 months.  

E (Gas & Electricity) supplier assessment

In September-November 2025 we looked at five aspects of suppliers' business practices and procedures. Examples of some criteria within each category are shown below:

• Complaints – how many complaints suppliers get and how quickly they resolve them
  
• Contacting your supplier – including how and when you can get in touch, call waiting times, and the quality of self-service help online
• Help for customers who need it – including those in vulnerable situations, those who use prepayment meters, those who need materials in languages besides English, and web accessibility 
• Smart meters – including performance against 2024 smart meter targets and the proportion of customers' smart meters actually operating in smart mode
• Switching – how well suppliers handle switching.

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

E (Gas & Electricity), along with Utilita, was the best for meeting smart meter targets among the 17 suppliers we rated, with ten points out of a possible ten. It was one of just five suppliers to meet or exceed its 2024 smart meter targets.

It also scored full marks for its switching practices and policies, was the highest-scoring company for its complaint handling, and did well for offering help for those that need it too. 

But it only scored a middling six out of 12 for contacting your supplier. While it has long opening/monitoring hours for its phone lines and email support, it doesn't offer other contact options such as social media or live chat. It also had limited self-help support available on its website.

Does E (Gas & Electricity) support prepayment meters?

Yes, E (Gas & Electricity) specialises in pay-and-you-go energy. You can only become a customer if you have a prepayment meter. It serves customers with both traditional and smart prepayment meters.

Here's what you need to know:

• Traditional meter customers can top up at a PayPoint, Payzone or Post Office outlet. Smart meter customers can also top up online, via the E MySmartE mobile app, by phone or by text message.
• Up to £15 emergency credit per fuel is available for smart meter customers if you run out. It's £10 per fuel if you have a traditional PAYG meter. You pay it back the next time you top up. 
• E's friendly credit hours for smart meter customers are 3pm-10am, Monday-Friday, and all day Saturday, Sunday and bank holidays. For traditional meter customers, it's 8pm-8am Monday-Saturday and all day Sunday. Friendly credit means you won't lose your supply if you run out during these times. 

Find out more: is prepayment energy right for you.

How sustainable is E (Gas & Electricity)?

Sustainability credentials are important when choosing an energy supplier for two thirds of those responsible for choosing their provider. That's according to our online survey of 3,000 UK adults in August 2024.

So we factor in a range of sustainability criteria in our Eco Provider assessment.

Here's how E (Gas & Electricity) fared:

• Proportion of renewable electricity sold to customers: 0.2%
• Doesn't generate renewable electricity
• Doesn't offer time-of-use tariffs

Find out more about the differences between energy companies’ renewable electricity, and find out how we assessed energy suppliers for sustainability.

Based on information supplied by companies in August 2024 and their most recent published fuel mixes, where available.

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