Householders are experiencing plummeting standards of customer service from their energy suppliers - including rising call waiting times.
Customer service is at its worst since 2017, despite people facing up to bills increasing by almost £700 a year, the charity and energy watchdog Ofgem's latest ratings found.
The highest score out of five is just 3.85 - compared with 3.95 out of five in the previous quarter - June to September 2021 - and 4.40 between October and December 2020, with suppliers at the top of the table including M&S Energy, EDF Energy, Octopus Energy, Affect Energy and So Energy.The lowest score among these was 1.70 compared with 2.10 in the previous quarter - a 19% fall.
"It's Ofgem's job to make sure companies are delivering a good service. But the current system isn't working. "A consumer duty focused on making sure customers get good outcomes is what's needed. With bills expected to soar again come October, there's no time to waste." A Good Energy spokesman said: "We are disappointed with our drop in the Citizens Advice customer service rankings. The last quarter of 2021 was a challenging one for our team and our resources as the energy crisis took hold and we saw many suppliers go bust.
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