March 29, 2018
Cheaper energy bills are great but they aren't the only reason to consider switching energy suppliers. It might suit you better to be with an energy supplier that is easy to contact and has excellent customer service.
Every 3 months, Citizens Advice compare energy suppliers across 5 different categories and rank how good their customer service is. Citizens Advice then score each supplier out of 5. The categories they rank are; Complaints, Ease of Contact, Bill Clarity, Ease of Switching and if the energy supplier takes part in the Switch Guarantee.
In the period from October to December 2017, So Energy came in at number one with 4.7 stars, followed by Bulb Energy and Octopus Energy.
Economy Energy, a medium-sized supplier that was set up in 2012, came bottom of Citizens Advice's energy star rating system, scoring 1.2 stars out of a possible five for customer service.
Energy Supplier Rating for October -- December 2017
Source: Citizens Advice
The table only includes suppliers that Citizens Advice can rate across the board. For example, for some smaller suppliers Citizens Advice only have data about billing.
If you are looking to switch energy suppliers, Energylinx has made it easy. We can compare the market to find the best deal for your home. You can do this online or by calling our lovely energy advisors on 01259 220000.
Posted on March 29, 2018 at 03:23 PM
March 27, 2018
Ofgem has banned Nottingham based energy supplier, Iresa, from taking on any new customers until it fixes its current customer service issues. Iresa has also been banned from increasing existing customers' direct debits until the issues are resolved.
This is not the first customer ban Iresa has faced. In early 2016, Iresa was forced to stop taking new customers after the energy regulator, Ofgem, found that customers were having trouble getting in touch with the energy provider.
Ofgem has said that the ban will remain in place until Iresa improves its service to its customers and could have its licence revoked by Ofgem if it fails to take steps within the next three months.
To meet Ofgem's requirements, Iresa must extend its current call centre hours, bring down the average call waiting times to below five minutes, and respond to all customers who request a call back by the end of the next working day.
Iresa must also make a commitment to respond to customer emails within five working days, clear the existing backlog of consumer emails and log all expressions of customer dissatisfaction.
Iresa also must be able to prove they can identify and manage all of its vulnerable customers, which includes offering to put them on a priority services register.
Dermot Nolan, chief executive of Ofgem:
"This order sends out a very clear message to suppliers that where they fail their customers on service, Ofgem will step in and take strong action. It's crucial that all suppliers provide customers with good service, including acting quickly and effectively to sort things out wherever problems occur."
Citizens Advice chief executive Gillian Guy said the ban was a "very important intervention".
The consumer protection group had formally referred Iresa to Ofgem in November for "consistently poor" customer service.
"While this is a positive step, Ofgem also needs to go further. The regulator should tighten up its licensing regime so they can prevent poorly prepared suppliers from entering the market in the first place."
If you are an Iresa customer and you aren't happy with their customer service, Energylinx offers a comparison and switching service. You can either do this online or by calling one of our lovely advisors on 01259 220000.
Posted on March 27, 2018 at 10:30 AM
March 21, 2018
On the back of a record-breaking month for energy switches, consumer association Which? surveyed over 8,000 energy customers to reveal the energy suppliers that are the easiest - and hardest - to switch away from.
Easiest Energy Suppliers to Leave
The energy suppliers that made it easiest to switch away from were Sainsbury's Energy and SSE. 92% of respondents rated their switch from them as easy or very easy.
Arranging a switch from British Gas to First Utility was rated the easiest switch overall, with 97% saying their switch was easy or very easy.
Trickiest Energy Suppliers to Leave
Of the 11 large energy suppliers, Co-operative Energy, First Utility, GB Energy and Ovo Energy make it the trickiest to leave. At least 6% of customers that switched from one of these energy suppliers said they found it difficult or very difficult to leave them.
Overall, the trickiest transfer was from EDF Energy to Npower. A fifth of customers who made this switch rated it difficult or very difficult. British Gas or Eon to Npower were the next trickiest switches (8% and 9% found it difficult to move between these firms, respectively).
The Which? survey doesn't provide information about which energy supplier caused the delays with the switch.
How to switch energy supplier hassle-free
If you are considering switching energy suppliers then Which? has provided some simple tips to make sure your energy switch is hassle-free:
1. Use your actual energy consumption (in kWh) to get the most accurate quote when you compare energy prices. To find this use your annual statement or latest bill.
2. Choose an energy supplier that is part of the Energy Switch Guarantee for a speedier, safer energy switch - these companies promise to complete your move within 21 days. Currently the following energy suppliers are signed up to the Energy Switch Guarantee: Utility Warehouse, OVO Energy, Fairer Power, Peterborough Energy, Southend Energy, Energy SW, M&S Energy, SSE, Enstroga, Pure Planet, ScottishPower, Octopus, Ecotricity, First Utility Tonik Energy, EDF Energy, Bulb, Sainsbury's Energy, British Gas, E.ON, Npower, Flow Energy and So Energy.
3. Regularly submit meter readings to your old and new energy suppliers to keep your bills accurate. If you're in debt, arrange with your old supplier how you will pay (if you pay by direct debit it may be able to take the amount owing automatically).
You can arrange an energy switch with Which? Switch online or by calling an energy advisor on 01259 220235. Which? Switch will compare the whole market to find the cheapest energy deal.
Posted on March 21, 2018 at 10:50 AM
March 15, 2018
Our sister company, Energylinx for Business, won the Sprint 100: Fastest Growing Small Business Award at the Business Insider's Scottish SME Awards ceremony.
The Scottish SME Awards recognise everything from profit share to highest climber as detailed by the Scottish Business Insider's SME 300 database collated in the September 2017 magazine edition. Now in their twelfth year, the glitzy awards ceremony was attended by businesses from all over Scotland.
Energylinx for Business was chosen for the "Sprint 100: Fastest Growing Small Business Award" award due to their rapid growth over a short period of time. An incredible honour and recognition that is well deserved!
Bruce Laird, Chief Operating Officer of Energylinx for Business said of the achievement:
"Energylinx for Business limited were delighted to receive the Sprint 100 award for the "Fastest Growing Small Business in Scotland" from Business Insider.
It is great to receive an award that gives our team the recognition they deserve for their hard efforts over the past 6 years. It was especially rewarding last night to receive this award on behalf of Energylinx for Business because the award was specifically targeted at companies working in the SME market sector.
The reason we started this business in 2012 was to help small business owners get fairer energy deals and we believed that the way to do that was to build a robust online energy comparison and switching solution similar to what was available in the Domestic Market. After 6 years of software development we believe we now offer the best in market solution for business energy comparison and switching which is the reason for our rapid growth. We are now looking forward to achieving further growth over the coming years."
It has been an exciting few months for Energylinx for Business as they have launched a new part of their online comparison service with a new website, Business Energy Online. This is the most advanced business energy comparison service available to SMEs today.
To find out more about the service Energylinx for Business can offer affiliates, brokers and energy suppliers visit their website.
Posted on March 15, 2018 at 03:42 PM
March 12, 2018
The latest switching figures from Energy UK show that over 660,000 customers transferred energy supplier in February - the highest monthly switching number every recorded and a 60% increase on February 2017.
With February being the shortest month, the record number means that nearly 24,000 households arranged an energy transfer every day last month. So far in 2018, over 1 million customers have switched energy suppliers.
Competition in the energy market continues to grow as more households choose to leave the "Big Six" energy suppliers to go to a small or mid-tier energy suppliers. They accounted for 130,000 (one fifth) of all energy transfers arranged throughout February.
Confidence in energy switching is also high with 9 in 10 customers happy with the process according to the Energy Switch Guarantee. The Guarantee, which now covers over 90% of the retail market, is a series of commitments to ensure switching is simple, speedy and safe.
Lawrence Slade, chief executive of Energy UK said:
"The energy market has never been so competitive and it's great to see record numbers of consumers engaging in the market to get a better deal.
"Customers can make big savings by joining the millions who've found a better deal - through either checking with your existing supplier or choosing from over 60 suppliers on the market. And with the Energy Switch Guarantee in place, consumers can be sure that the process will be simple, speedy and safe."
Energylinx offers a free and impartial switching service. You can arrange a transfer online or by calling one of our friendly energy advisors on 01259 220000.
Posted on March 12, 2018 at 12:12 PM
March 9, 2018
We spoke to Bruce just after it hit the virtual bookshelves to find out about what to expect from his new book.
What made you decide to write a book?
"After 30 years of being active in the energy industry in the UK and having studied energy from both an engineering and legislative aspect, I decided to embark on the challenge of putting pen to paper (or finger to keyboard to be more exact). I was NOT convinced that carbon dioxide was causing Climate Change, and that using technology to solve a problem created as a result of using too much tech surely couldn't be the right solution.
I wanted to explain why I believe that the experts might have got it wrong when it comes to carbon emissions."
That is a bold statement...
"I know and I fully accept that I too could be completely wrong but what if I am right? What will happen if we don't change our focus on how we deal with climate change?"
What do you hope this book achieves?
"By reading my book I hope it will do two things. Firstly, I want to make your blood boil because someone could be so stupid to question the current thinking on Climate Change and push you to do more of your own investigations into the subject matter.
And secondly, I want to make you think that this guy has a point and there is perhaps another reason for Climate Change and encourage you to again look more closely at the subject matter and then hopefully take an alternative approach to addressing the problem".
Anything readers should know before purchasing the book?
"If you are easily offended by rude language or don't want to know when the world might end then don't read this book. If (like me) you have thick skin then you just might like this book but unfortunately there is no refunds if you don't! (laughs)
I hope the book helps provoke some more debate and perhaps more focused activity to help solve what is probably our biggest problem since the invention of toilet roll."
Posted on March 9, 2018 at 02:30 PM
March 5, 2018
From May 2018, energy suppliers will not be allowed to back-bill customers for gas and electricity that they have used more than 12 months previously.
Energy regulator, Ofgem, believes that accurate billing is an essential part of customer service and that large catch-up bills could cause stress and leave consumers struggling financially.
Ofgem said the typical back bill was £1,160 and in some (extreme) cases have exceeded £10,000. The regulator said it was aware of 10,000 complaints in a year regarding energy supplier's back-bill procedures.
Most billing problems come from issues with an energy supplier's billing system, or because the meter used is not correctly registered at the customer's address.
When this is the case, energy suppliers will estimate bills until they have an actual meter reading. If the estimate hasn't been high enough and the customer's consumption is higher than expected, then energy suppliers send a "catch-up" bill to recover the difference.
With smart meters being rolled out across the UK, suppliers will no longer need to rely on estimated bills and customers shouldn't receive catch-up bills.
Rob Salter-Church, Ofgem's interim senior partner for consumers and competition, said:
"Large catch-up bills can leave consumers struggling financially or even in debt to their supplier.
"Getting billing right is an essential part of customer service, and it's unfair that consumers should be left out of pocket when through no fault of their own they're issued with a shock bill from their supplier.
"So we're taking action and banning suppliers from issuing back-bills beyond 12 months, where it's not the customer's fault. This sends a strong message to suppliers to improve the accuracy of the bills they send to their custom."
Citizen Advice welcomed the decision. Victoria MacGregor, director of energy at Citizens Advice, said:
"We have long called for the changes announced today. The new rules will deliver better protections for households and small businesses across the country. No-one should face a massive unforeseen bill that goes back years when it is their supplier that is at fault.
"Previously we've seen evidence of suppliers trying to game the rules by blaming customers for billing errors, cases where suppliers have ignored their commitments entirely, and small businesses receiving unexpected bills running to tens of thousands of pounds."
Posted on March 5, 2018 at 12:02 PM
February 26, 2018
The plans for a price cap on energy bills was introduced to Parliament today. The Government has claimed that this will save 11 million households up to £100 a year.
The regulator, Ofgem, will be allowed to limit standard variable tariffs until 2020 under the Domestic Gas and Electricity Bill. Following that, the cap may be extended on an annual basis until 2023.
The government said the Domestic Gas and Electricity Bill should be implemented by Ofgem "as soon as possible so that customers get the protection they need by the end of this year".
Rachel Reeves, who chairs the Business Committee in the Commons, said:
"Energy consumers have been overcharged for too long and the government now needs to quickly ensure this legislation is passed in time to protect customers next winter."
The energy industry has been reacting to the news today. Energy UK, the trade association for the UK's energy industry, has said that the energy price cap must reflect energy suppliers' costs, most of which they believe it out with the suppliers control.
Lawrence Slade, Chief Executive of Energy UK, said:
"With a record one-in-six customers switching last year and over 60 suppliers to choose from, the energy market is changing rapidly and has never offered so much choice. It's vital the cap doesn't halt the growth of competition which is helping customers to find a better deal and save on their energy bills."
Greg Jackson - CEO of Octopus Energy - one of the lead challengers who fought for the price cap said:
"As the energy company that has led the campaign for an energy price cap, we are delighted the government is bringing forward this vital legislation.
The power imbalance between customers and companies has stifled competition and led to rip off prices and cynical loyalty penalties which we hope the government will also address with this legislation."
About a third of UK households are charged a variable price for their energy at a default rate set by their energy company, because they have not chosen to shop around for a cheaper fixed-price deal.
If you are on a standard variable tariff then are probably paying too much for your energy and could save money by switching your energy supplier. Energylinx offer an impartial energy comparison and switching service. You can compare energy tariffs and see what you could save online or by calling one of our advisors on 01259 220000.
Posted on February 26, 2018 at 12:25 PM
February 22, 2018
British Gas' owner, Centrica, has announced they are cutting 4,000 jobs and blamed political meddling in the UK market for its "weak" end to 2017.
Last year British Gas lost 750,000 domestic energy customers. Bringing their total amount of customers down to 7.8 million - roughly 9% down on 2016.
Centrica also operates in North America and Ireland and have said that group's profits dropped 17% to £1.25bn. Despite the fall in profits for Centrica Group as a whole, British Gas, which supplies energy to UK homes and businesses, saw profits rise 3% to £572m.
Centrica said the job losses, which are part of an extended cost-cutting programme, would fall mainly in its UK energy supply business. The energy giant has already scrapped 6,000 roles in a fight to remain profitable in the face of tighter regulation, mounting competition and rising energy costs.
Iain Conn, Centrica's Chief Executive, said plans for a price cap in the UK was one reason for the job losses. Mr Conn also expressed his disagreement with the Government plans to cap prices, arguing it would reduce choice.
"We will clearly be wanting to discuss all the details with the government. We don't agree with it. We hope it doesn't happen because we think that ultimately it will be bad for customers."
Centrica said that the total number of customer accounts at British Gas fell by 1,376,000 (10%) during 2017. As many of its customers have more than one account - for example, many households have dual fuel accounts - this decline amounted to the loss of 750,000 customers.
Posted on February 22, 2018 at 11:42 AM
February 21, 2018
Ofgem has launched an investigation into UK gas and electricity supplier Iresa over its treatment of customers.
The energy regulator will look into the Nottingham-based firm's customer service processes to determine whether the firm treated customers fairly in their call-handling and complaints process.
It will also examine whether Iresa gave adequate notice to customers facing financial difficulty that debt repayments were being taken out of their bank accounts.
Customers have complained about their struggles to get in touch with the company on different social networks.
Citizens Advice raised concerns with Ofgem over the high level of complaints against Iresa and the consumer association, Which?, reported concerns they had about Iresa at the end of January. At the time Which? said that they had received a high volume of reports from Iresa customers who were facing a surprise direct debit increase or a one-off payment of hundreds of pounds.
Iresa stopped taking new customers temporarily in early 2016, after Ofgem found that customers were having trouble getting in touch with the energy provider.
Energylinx would like to invite all unhappy Iresa customers to use our platform to see what other options are available to you. You can compare energy suppliers online or by calling one of our lovely energy advisors on 01259 220000.
Posted on February 21, 2018 at 02:19 PM