Our customer service stats
Wait times to speak to our Customer Service team are on average below 2 minutes
Pay as you go customers who are contacting us about a supply issue are waiting on average less than 1 minute.
We’re also responding to most customer emails within 48 hours.
Customers can also get in touch by chatting to us 7 days a week.
We’ve scored joint top of the large suppliers for overall customer service in this quarter’s Citizens Advice Star Rating*.
Our customer service stats
Wait times to speak to our Customer Service team are on average below 2 minutes
Pay as you go customers who are contacting us about a supply issue are waiting on average less than 1 minute.
We’re also responding to most customer emails within 48 hours.
Customers can also get in touch by chatting to us 7 days a week.
We’ve scored joint top of the large suppliers for overall customer service in this quarter’s Citizens Advice Star Rating*.
Service status
Smart Prepayment top-up
No known issues for customers who choose to top-up on the app.
Website
No known issues with website availability
App
No known issues with app availability
Service status
Smart Prepayment top-up
No known issues for customers who choose to top-up on the app.
Website
No known issues with website availability
App
No known issues with app availability
*Scores from January to March 2025. Accurate as of 25 June 2025. Excludes Northern Ireland. Ofgem defines large energy suppliers as those with a market share of at least 5% in either gas or electricity. See http://www.citizensadvice.org.uk.