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.
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.
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 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