Comparing energy suppliers

You might think it’s all about cost, but the best energy supplier will offer more than just the cheapest tariff.

It’s also important to consider:

•    are they easy to contact by phone and email?
•    how well do they handle complaints?
•    are customers regularly over or under-charged?
•    are bills easy to understand?
•    do they clearly communicate when prices or tariffs change?
•    is help available if you’re struggling to pay?
•    can you get a smart meter easily if you want one?

You should also think about whether it will actually save you money, both in the short and long-term.

For example:

•    will you have to pay exit fees if you want to switch again?
•    is the tariff you’re looking at the best deal for your usage?
•    do you want a choice of fixed and flexible tariffs?
•    are you looking for a tariff that supports renewable energy?
•    How often will I get billed?
•    Will my meter work with the new tariff I’m looking at?

If you’re weighing up how much switching could cost you in the long run, it’s worth reviewing your budget first, so you know what you can afford.

Thankfully, it’s easy to get answers to all these questions and find out what existing customers of different suppliers really think.

Independent ratings

Independent organisations regularly review and compare energy suppliers based on real customer experiences.

Consumer group Which?, for example, gathers feedback from thousands of energy customers and looks at factors including contact options, how suppliers support customers, how they perform against their smart meter targets and how they handle complaints.

You can then see a helpful summary of each provider’s overall performance.

Citizens Advice, meanwhile, rates the country’s largest energy suppliers based on criteria including the number of complaints, customer service and whether they’ve signed up to schemes like the Energy Switch Guarantee and Vulnerability Commitment.

Customer review websites

Energy suppliers will often display testimonials from happy customers on their website, but these will be handpicked to show them in the best light.

A more accurate reflection of the service they offer can be found on review websites, such as Trustpilot and Google, where people can leave honest feedback.

You could also look at the comments on energy suppliers’ social media pages to see what people are saying about the company and their experiences with them.

Price comparison websites

You can also use price comparison sites, such as Money Supermarket, Energylinx and The Energy Shop, to compare what different providers offer.

But you should be aware of how they work.

For instance, they earn commission, so they don’t show every supplier or deal.

Also, some cheaper deals may only be available on supplier websites.

You can find a list of trusted comparison websites on energy watchdog Ofgem’s website.

There’s no single “best” energy supplier for everyone - it depends on what matters most to you, such as price, customer service, green energy or support if you're struggling.

So to answer this question, it’s important to research the market, see what trusted sources and genuine customers are saying, and see how your findings fit with your goals and priorities.

If you’re considering switching, you should be aware that there are some circumstances where you can’t move.

You’re in debt to your supplier

If you owe money to your current energy supplier, you might not be allowed to switch to a new one until the debt is paid off. 

This is especially true if you're on a prepayment meter and you owe more than £500 for gas or electricity.

If you’re in this situation, you’ll have to speak to your supplier and either pay off the balance or agree on a repayment plan. 

Some suppliers may still let you switch if the new supplier agrees to take on the debt, but this isn’t always guaranteed. 

If you’re finding it hard to keep up with your energy bills and you’re falling behind, it could be worth speaking to a debt adviser for help and support.

Your landlord pays the bills

If you live in rental accommodation, the energy account for your house might be in your landlord’s name, not yours, and you’ll only cover the cost through your rent.

In that case, you won’t be able to switch suppliers yourself.

You could ask your landlord if they’re open to switching to a cheaper or better supplier, but ultimately, the decision is down to them.

You’re on a heat network

Heat networks provide heating and hot water to multiple homes from a central source and the supplier is chosen by the building owner or housing provider. 

So you don’t have an individual gas or electricity account to switch.