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 2.94 out of 5 in the Citizens advice latest set of results, ranking 4th out of the large suppliers.1
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 2.94 out of 5 in the Citizens advice latest set of results, ranking 4th out of the large suppliers.1
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
1
Scores from January to March 2026. Accurate as of 24th June 2026. 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.