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By Sarah Ingrams
Article 22 of 29
Sainsbury’s Energy is a partnership between Sainsbury’s and British Gas. Find out whether Sainsbury's Energy is the right supplier for you.
Sainsbury's Energy customers are supplied by British Gas - however that's set to end. Sainsbury's Energy says its aim is to 'support the UK's transition to a greener future by helping to reduce energy use and lower carbon emissions across the UK'.
There are advice centres in some Sainsbury’s stores, so customers can talk with staff about their energy use face to face. You can register and manage your account using an online service or over the phone.
Sainsbury’s Energy stopped selling tariffs on 5th February 2019. It announced that its partnership with British Gas is ending and customers will be switched to British Gas in April. Sainsbury’s Energy customers: find out what this means for you. Or compare gas and electricity prices to find the best deal for you.
Sainsbury's Energy customer score
Sainsbury's Energy came 20th out of 30 energy companies rated by 7,429 members of the public in the annual Which? energy supplier satisfaction survey – the biggest of its kind.
It scored seven percentage points higher than supplier British Gas. Both rank in the lower half of our overall ranking of the 30 firms.
Sainsbury's Energy score breakdown
Below we show the breakdown of Sainsbury's Energy's score from our latest survey. Read our full Sainsbury's Energy review to find out the pros and cons of the energy supplier, including what its prices are like.
Find out how Sainsbury’s Energy compares with other energy companies – see the full results of the best and worst energy companies.
Which? verdict on Sainsbury's Energy
Sainsbury’s Energy achieved a slightly above-average score in our survey (the overall GB average was 61%). However, it does sit in the bottom 10 of our 30 energy companies.
Its lowest-rated areas include billing accuracy, helping customers to reduce energy use and save money, and value for money (3 stars). But it's the latter that customers spoke most about when taking part in our survey.
Comments from customers included: 'expensive' and 'overpriced'.
However, comments also indicated a general unhappiness with all energy companies rather than a direct issue with Sainsbury's.
One respondent said: 'I wouldn't award any energy supplier more than 4 stars for value for money. They are all too expensive.' While another questioned: 'Does anyone think that they are getting value for money from their energy company?'.
British Gas received two stars for value for money.
An area that customers are happy with however is the online customer service. It was given the full five stars out of five. The 'user-friendly' website was largely praised, as was the quick response times.
In our latest energy companies call-waiting investigation, Sainsbury's Energy took just 1min 49sec for a person to answer the phone when we called its customer services. It was in the top 10 quickest companies.
Plus it responded to customer enquiries via its online form in an average of 22hr 30min in our latest snapshot investigation. This is a big improvement on 2017, when it took longer than 10 days, on average to respond.
Complaints-handling, customer service on the phone and bill clarity all got a respectable four-star rating, highlighting that although there is definite room for improvement, there are also areas Sainsbury's Energy are working well in.
Customers rate Sainsbury's Energy higher than British Gas in all categories, bar 'helping you understand and reduce energy use', for which they both received three stars.
Pros: It offers face-to-face salespeople in Sainsbury’s stores and customers highly rate its online service
Cons: Customers feel like they could be given more advice on reducing their energy consumption or saving money
Sainsbury's Energy electricity sources
Sainsbury’s Energy is a trading name used by British Gas. In February 2019, the two companies announced the end of their partnership. This means that you can no longer sign up to a new tariff with Sainsbury’s Energy.
If you’re already a customer, your account will switch to British Gas automatically in April. Your supply won’t be interrupted.
Your tariff, payments and account number will stay the same when you switch over. British Gas will contact you in April to tell you how to access your online account and tell you your changeover date.
You can submit meter readings as usual or, if you have a smart meter, British Gas will be able to read it.
If you’re in debt to Sainsbury’s Energy, it will move to your British Gas account. The same will happen if you’re in credit.
Sainsbury's Energy in the news
In July 2017, customers could no longer collect Nectar points with Sainsbury's Energy or claim rewards from Nectar partners through Sainsbury's Energy. You can still use any points that were collected before 1 July 2017 through Sainsbury's Energy, but you will only be able to collect new points through other Sainsbury's services.
Don't put up with high energy bills and slack customer service. Use Which? Switch to uncover the cheapest gas and electricity.