UK Energy Customer Satisfaction Hits Record High: What It Means for Your Bills
Ofgem's latest survey shows UK household satisfaction with energy suppliers at an all-time high of 82%. We break down what this means for your bills, complaints, and switching options.
Direct answer
According to Ofgem's July–August 2025 survey, UK household satisfaction with energy suppliers has reached an all-time high of 82%, with only 6% expressing dissatisfaction. This represents the strongest performance since tracking began in 2018 and suggests that supplier service quality—including billing accuracy, ease of contact, and payment support—has improved significantly. These gains do not automatically translate to lower bills, but they indicate better overall consumer experience with the energy market.
What's Happening
UK household satisfaction with energy suppliers has reached an all-time high of 82% according to Ofgem's latest independent survey, conducted between 16 July and 13 August 2025. This represents a steady rise from 81% in January 2025 and marks the strongest performance since Ofgem began tracking satisfaction in 2018.
Dissatisfaction has fallen to a record low of just 6%. More tellingly, 42% of customers report being "very satisfied" with their supplier—up from 38% six months earlier.
The improvements extend across the board. According to Ofgem, customer service satisfaction climbed to 76% (from 74% in January), while satisfaction with billing accuracy reached 82% and understanding your bill improved to 85%. An encouraging 77% of customers now say it's easy to contact their supplier, compared to 75% previously.
Octopus Energy (including Your Co-op Energy and London Power) emerged as the top performer on both overall satisfaction and customer service measures.
What This Means for Your Household Energy Bills
Importantly, higher satisfaction does not automatically mean lower energy bills. The survey measures your experience with customer service, billing clarity, and supplier responsiveness—not the unit cost of electricity or gas you pay.
Energy prices remain controlled by the Ofgem price cap and your chosen tariff. What the survey does tell us is that:
- Billing is becoming clearer: 85% of customers now understand their bill, down payment methods are more accessible, and bill delivery timing has improved. This can help you spot errors and manage your payments more easily.
- Support for vulnerable customers is improving: Among those who fell behind on payments, 20% reported being contacted proactively by their supplier in the latest survey—up from 14% in January 2025. This is meaningful for households facing hardship.
- The gap between satisfaction and value for money persists: While overall satisfaction stands at 82%, only 71% are satisfied with the value for money their supplier offers—an 11 percentage-point gap. This signals that although services are improving, price concerns remain real for many households.
In other words: your supplier may be treating you better, but the energy you're buying still costs what the market and regulation determine.
Who Is Affected
The Ofgem survey represents the experiences of 3,790 domestic energy bill payers across Great Britain (England, Scotland, and Wales), weighted to reflect the UK household population in terms of age, gender, region, deprivation level, and payment method.
The findings apply across all main customer groups:
| Group | Key Finding |
|---|---|
| Prepayment meter customers | Highest satisfaction levels overall |
| Standard credit customers | Also recorded gains since January 2025 |
| Customers in payment arrears | Proactive supplier contact increased from 14% to 20% |
| Recent switchers | 85% found the switching process straightforward |
Regional variation exists: the survey measured supplier-level satisfaction separately, with some suppliers (like Scottish Power and OVO Energy) recording below-average performance.
What You Can Do Now
- Check your latest bill for accuracy: With 82% of customers now satisfied with billing accuracy, errors are becoming rarer—but it's still worth reviewing. Look for unexpected charges, meter readings, and standing charges.
- Compare your tariff against the market: While supplier satisfaction is up, the value-for-money gap (71% vs 82% overall satisfaction) suggests you may still be paying more than necessary. If your fixed rate has ended or you're on a standard variable tariff, it's worth exploring your options using a free switching service like Taupia, which reads your bill and compares 19+ suppliers in around 60 seconds.
- If you're struggling with payments, contact your supplier: The survey shows suppliers are now more proactive in reaching out to customers in arrears, but don't wait. If you've fallen behind, many suppliers offer payment plans, grants, or bill-smoothing options that can ease the strain.
- Use your online account for easy access: 77% of customers now report it's easy to contact their supplier. Most energy firms offer online portals, mobile apps, and live chat—use these to track usage, report problems, or request support without long phone calls.
- Consider switching if you haven't in 2+ years: With 85% of recent switchers reporting a smooth process, the barriers to switching have never been lower. The potential savings can be significant, and service quality appears stable across major suppliers.
Key takeaways
- Overall energy supplier satisfaction reached 82% in July–August 2025, the highest level recorded since Ofgem began tracking in 2018, with dissatisfaction at a record low of just 6%.
- Customer service satisfaction hit 76%, driven by improvements in billing accuracy (82%), billing understanding (85%), and ease of contact (77%), all up compared to January 2025.
- Prepayment meter customers reported higher satisfaction than other groups, and proactive support for customers in payment arrears increased significantly from 14% to 20%.
- Among those who switched suppliers, 85% reported the switching process was straightforward, showing that switching barriers remain low and accessibility is improving.
- Despite gains in satisfaction, a gap remains between overall satisfaction (82%) and value for money (71%), suggesting price concerns persist even as service quality improves.
Frequently asked questions
Does higher satisfaction mean my energy bills will be lower?
No. Satisfaction measures your experience with customer service, billing clarity, and ease of contact—not the price you pay. Energy bills are set by the Ofgem price cap and your supplier's tariff choice. Better service does not reduce the unit cost of electricity or gas.
Which suppliers have the highest customer satisfaction?
According to Ofgem's July–August 2025 survey, Octopus Energy (including Your Co-op Energy and London Power) achieved the top performance on overall satisfaction and customer service. Scottish Power and OVO Energy had lower-than-average satisfaction scores.
How many households were surveyed?
Ofgem and Citizens Advice commissioned BMG Research to survey 3,790 domestic energy bill payers across Great Britain between 16 July and 13 August 2025. The sample was weighted to reflect the age, gender, region, deprivation level, and payment type of UK households.
Has ease of switching improved?
Yes. Satisfaction with the overall switching process remained stable at 85% in the latest wave, indicating that most households who switched suppliers in the past 12 months found the process straightforward.
Are suppliers doing more to help customers who fall behind on payments?
Yes. Among those who fell behind on payments, 20% reported being contacted proactively by their supplier in July–August 2025, up from 14% in January 2025—a significant improvement in support for vulnerable customers.