Why UK Energy Supplier Customer Service Has Declined (and How Brokers Help)
Over the past couple of years, UK energy suppliers have faced a perfect storm of challenges — and customer service has taken a hit. While some suppliers have made improvements recently, many businesses still report long wait times, unresolved issues, and a lack of support when they need it most.
At Ecosave Gas and Power, we believe you deserve better. Here’s what’s really going on — and how we help you avoid the hassle.
🔄 1. The Market Is Still Recovering
The energy crisis of 2021–2023 led to the collapse of dozens of suppliers. Those that survived had to absorb millions of new customers almost overnight. Even now, in 2025, many are still playing catch-up, especially when it comes to service infrastructure.
👥 2. Staffing Shortages & High Turnover
Recruiting and retaining skilled customer service staff remains a major challenge. Some suppliers are still relying on undertrained or outsourced teams, leading to inconsistent service and longer resolution times.
🖥️ 3. Tech Gaps Are Holding Suppliers Back
While some suppliers have invested in digital tools, others are still using outdated systems. This creates delays, disjointed communication, and frustration — especially when switching or resolving billing issues.
📊 4. Mixed Performance Across the Board
According to Citizens Advice, customer service scores vary widely. In June 2025:
- Crown Gas and Power, Ecotricity, and Eon Next ranked highest for service
- Maxen Power, Engie, and SSE were among the lowest-rated
Even top suppliers aren’t perfect — so choosing the right one matters more than ever.
📈 5. Expectations Are Higher Than Ever
Today’s customers expect fast, personalised service, especially in a digital-first world. When suppliers fall short, it’s not just frustrating — it can cost your business time and money.
✅ Why Ecosave Gas and Power Makes the Difference
We don’t just help you find the best energy deal — we support you after the contract is signed. That means:
- We deal with the supplier on your behalf
- We chase up issues, delays, and billing errors
- We save you hours on hold and endless email chains
Real Example:
One of our clients, a multi-site retailer, faced a 6-week delay in getting a new meter installed. We escalated the issue, coordinated with the supplier, and had it resolved in just 3 days.
📞 Want to Spend Less Time on the Phone With Your Supplier?
Let us handle the hassle — so you can focus on running your business.
👉 Get a Free Business Energy Quote
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