Revealed: the best energy companies to switch to in 2024

Some say 2024 will be the year when cheaper energy deals return. Saving money might prompt you to change energy firm - but check its customer service first or you might find yourself regretting your choice.

Every year we survey thousands of energy customers and conduct an in-depth, behind-the-scenes assessment of energy firms' practices to reveal the best - and the ones to avoid.

This year is no exception. Plus it's the first time we've uncovered three energy providers worthy of our coveted Which? Recommended Provider award. They are:

Octopus EnergyEcotricityE (Gas & Electricity)

All three firms were highly-rated by their customers and scored well overall in our assessment which looked at customer service, handling complaints, supporting customers who need it and smart meter targets. 

But we also found that many firms are falling short when it comes to customer service. Keep reading to find out which ones, and what we're doing about it.

See how your firm fared in our .

Octopus Energy, Ecotricity and E become Which? Recommended Providers

It's not easy to become a Which? Recommended Provider. For the past six years only one firm has made the cut: Octopus Energy. This time, E (Gas & Electricity) and Ecotricity also did well enough in our research including 18 energy firms.

To become a Which? Recommended Provider for energy, a company must:

get a customer score of 70% or higher, based on our survey of more than 9,000 energy customers

score above average in our behind-the-scenes assessment of 15 criteria across customer service, complaints handling, support for those who need it and performance against smart meter targets.

Here's a quick rundown of our Which? Recommended Providers for energy in 2024:

Octopus Energy:

The only energy company to get a five star rating from customers' feedback in our survey, for customer service overall. 

Respectable three and four-star ratings in the other five areas we asked customers about.

Second-highest score overall in the Which? assessment (after Utility Warehouse) including the maximum number of points in the section for supporting customers who need it. 

Ecotricity 

Customers like its customers service overall and the quality of its communications about energy costs so it scored four stars for both. 

Its customer service set-up scored well, in our behind-the-scenes assessment, with a variety of ways to get in touch that are monitored beyond standard working hours and days.

E (Gas & Electricity)

The first prepayment-focused energy provider to become a WRP. 

Customers are positive about its overall customer service and the quality of its communications about energy costs. So both of these areas were awarded four stars. 

One of just two firms (the other was prepayment firm Utilita) to get full marks in our behind-the-scenes assessment for its performance against smart meter targets.

We surveyed 9,025 energy customers in October 2023 and asked them to rate six areas of service, how satisfied they are with their firm, and how likely they are to recommend it. We also looked at 18 energy firms' practices and policies based on information we requested from them and our own research in October 2023.

Find out more about ,  and , and what sets them apart. 

Energy companies with poor results

British Gas, Boost and So Energy sit at the bottom of our table, when we combine the results of our customer survey and behind-the-scenes assessment of their practices.

British Gas remains the biggest energy supplier in Great Britain but its customers' feedback resulted in mediocre scores across the board. 

It didn't score well when we looked at its customer service set-up or complaints handling in our behind-the-scenes assessment either, though has since increased its customer service opening hours.

In fact, many of the big energy firms fared poorly in our customer survey. There was little to separate British Gas' customer score from Boost, Scottish Scottish Power, Ovo Energy, Shell Energy, EDF Energy and Eon Next.

With the exception of Shell Energy, all of these received poor ratings for accessibility, accuracy of energy payments and value for money.

Are you a customer of these companies? Read more about ,  and  to see our full results and other information about what they're doing for customers.

Why energy companies must improve customer service 

Many big firms aren't great when it comes to customer service. Just one firm in our survey achieved the full five stars (Octopus Energy), while two other big firms scored just two stars. These were EDF Energy and Scottish Power. Boost (part of Ovo Energy) also scored two stars for overall customer service.

No firm managed more than three stars for their accessibility either: being able to engage with your firm how you want and need to. 

Energy customers often face substandard customer service, adding additional stress at a time when energy prices are still high.

This is why Which? is campaigning for companies to improve their customer service. 

Customer service standards dropped for many businesses during the pandemic - but in too many cases they have not returned to an acceptable level. It is clear that waiting times need to be cut, customers should be getting better help with their queries and businesses need stronger incentives to up their game.

Customers should be able to:

contact companies easily, without unnecessary barriers and in the way that suits them best - whether that's speaking to a person or a chatbot

get the answers they need without long waits or endless loops

stay informed and be treated fairly, with empathy and as an individual.

Rocio Concha, Which? Director of Policy and Advocacy, said: 'With energy prices still punishingly high and limited chances for consumers to save money by switching suppliers, good customer service is more important than ever. 

'While Octopus Energy, Ecotricity and E were all named Which? Recommended Providers and scored highly for their customer service, others fell short of customers’ expectations.

'Which? is calling for any providers who are falling short on customer service to up their game and ensure customers are able to contact them easily and get the answers they need.'

source https://www.which.co.uk/news/article/best-energy-companies-for-2024-aWw3F3w7Tqao