Monitoring company performance – quarterly reporting
Ofgem monitors the performance of domestic suppliers in relation to debt, disconnection, prepayment meters and help for customers in vulnerable positions. Information is collected from suppliers on a quarterly and annual basis and the data received is set out in the tables that follow and published on the Ofgem website.
The published data should be read in conjunction with the accompanying guidance notes which contains definitions on the data collected. The guidance is available on the Ofgem website at the link below: Social Obligations Reporting Guidance Notes
You may notice that a data field is left blank. This indicates that the supplier was unable to provide the required data for that specific reporting period.
For the reconnections table, suppliers will only be shown if they have disconnected customers in the relevant reporting period. Payment Methods June 2014
Quarterly Budgeting Monthly Prepayment Electricity cash / Fuel Direct payment Other Total direct debit meter cheque schemes
Addito 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Axis Telecom 95.6% 0.0% 0.0% 0.0% 0.0% 4.4% 100.0%
British Gas 50.2% 21.0% 23.0% 0.1% 2.8% 2.9% 100.0%
Co-operative Energy 83.6% 0.3% 15.9% 0.0% 0.2% 0.0% 100.0%
E.ON 51.8% 17.0% 27.5% 0.1% 1.0% 2.5% 100.0%
economyenergy 0.0% 99.6% 0.4% 0.0% 0.0% 0.0% 100.0%
Ecotricity 39.6% 24.3% 26.8% 0.0% 0.1% 9.2% 100.0%
EDF Energy 56.5% 14.9% 21.3% 0.1% 2.9% 4.3% 100.0%
Epower 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Extraenergy 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
First Utility 79.2% 0.1% 0.0% 0.0% 0.0% 20.7% 100.0%
Flow Energy 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Good Energy 59.6% 0.3% 30.1% 0.0% 0.0% 10.0% 100.0%
Green Energy 46.8% 0.4% 0.8% 0.0% 0.0% 52.0% 100.0%
isupply 94.6% 0.0% 0.1% 0.0% 5.1% 0.2% 100.0%
LoCO2 Energy 86.3% 0.1% 4.9% 0.0% 0.0% 8.7% 100.0%
npower 57.3% 12.6% 24.0% 0.1% 0.9% 5.0% 100.0%
Ovo Energy 95.7% 0.3% 0.0% 0.0% 0.0% 3.9% 100.0%
Pioneerenergy 72.1% 0.0% 20.1% 0.0% 0.0% 7.8% 100.0%
Scottish and Southern 53.2% 15.5% 24.3% 0.1% 1.0% 5.9% 100.0%
Scottish Power 64.5% 16.1% 14.3% 0.0% 4.1% 0.9% 100.0%
Spark Energy 61.4% 22.3% 16.2% 0.0% 0.1% 0.0% 100.0%
Utilita 0.4% 99.1% 0.5% 0.0% 0.0% 0.0% 100.0%
Utility Warehouse 88.0% 6.9% 0.2% 0.0% 0.0% 5.0% 100.0%
Industry 56.0% 16.5% 21.5% 0.1% 2.0% 3.9% 100.0%
Page 2 of 13 Quarterly Budgeting Monthly Prepayment Gas cash / Fuel Direct payment Other Total direct debit meter cheque schemes
Addito 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Axis Telecom 95.0% 0.0% 0.0% 0.0% 0.0% 5.0% 100.0%
Better Energy 97.6% 0.4% 0.0% 0.0% 0.0% 2.0% 100.0%
British Gas 47.7% 16.4% 29.1% 0.2% 3.7% 3.0% 100.0%
Co-operative Energy 85.6% 0.2% 13.8% 0.0% 0.3% 0.0% 100.0%
Dali Gas 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
E.ON 57.1% 18.2% 21.5% 0.1% 1.1% 1.9% 100.0%
economyenergy 0.0% 99.8% 0.2% 0.0% 0.0% 0.0% 100.0%
Ecotricity 40.6% 28.8% 23.4% 0.0% 0.1% 7.2% 100.0%
EDF Energy 65.8% 13.2% 14.5% 0.1% 3.1% 3.2% 100.0%
Epower 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Extraenergy 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
First Utility 80.1% 0.1% 0.0% 0.0% 0.0% 19.8% 100.0%
Flow Energy 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Good Energy 66.9% 0.0% 28.6% 0.0% 0.0% 4.4% 100.0%
npower 65.1% 12.3% 17.7% 0.1% 0.7% 4.1% 100.0%
Ovo Energy 96.0% 0.3% 0.0% 0.0% 0.0% 3.7% 100.0%
Pioneerenergy 72.5% 0.0% 19.5% 0.0% 0.0% 8.0% 100.0%
Scottish and Southern 58.6% 13.3% 21.0% 0.1% 1.3% 5.6% 100.0%
Scottish Power 72.1% 13.4% 10.4% 0.0% 3.6% 0.5% 100.0%
Spark Energy 65.0% 22.0% 13.0% 0.0% 0.0% 0.0% 100.0%
Utilita 0.5% 98.5% 0.9% 0.0% 0.0% 0.0% 100.0%
Utility Warehouse 88.8% 6.4% 0.1% 0.0% 0.0% 4.7% 100.0%
Zog Energy 100.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Industry 58.3% 14.9% 20.9% 0.1% 2.4% 3.4% 100.0%
Page 3 of 13 Debt by Quarter June 2014
Percentage Percentage Percentage Percentage Number of Number of of of of of Average Average credit PPM Percentage customers customers Number of customers customers debt per debt per customers customers of PPM repaying a repaying a customers Electricity repaying a repaying a customer customer in repaying a repaying a customers debt who debt who in arrears debt who debt who repaying a arrears debt debt in debt owe owe (millions) owe under owe over debt (millions) (millions) between between £100 £600 £100- £300 £300- £600
Q2 2013 0.7 0.4 8% 40% 29% 16% 16% £457 0.5 £450
Q3 2013 0.7 0.4 8% 40% 29% 16% 16% £457 0.5 £466
Q4 2013 0.7 0.4 8% 43% 27% 14% 16% £457 0.5 £460
Q1 2014 0.6 0.4 8% 37% 28% 16% 18% £516 0.5 £473
Q2 2014 0.5 0.3 8% 36% 28% 17% 19% £527 0.5 £495
Percentage Percentage Percentage Percentage Number of Number of of of of of Average Average credit PPM Percentage customers customers Number of customers customers debt per debt per customers customers of PPM repaying a repaying a customers Gas repaying a repaying a customer customer in repaying a repaying a customers debt who debt who in arrears debt who debt who repaying a arrears debt debt in debt owe owe (millions) owe under owe over debt (millions) (millions) between between £100 £600 £100- £300 £300- £600
Q2 2013 0.7 0.3 10% 32% 34% 19% 16% £481 0.4 £489
Q3 2013 0.7 0.4 11% 32% 33% 18% 16% £485 0.5 £490
Q4 2013 0.6 0.4 11% 38% 30% 16% 16% £486 0.4 £466
Q1 2014 0.5 0.3 10% 35% 29% 17% 18% £525 0.4 £472
Q2 2014 0.5 0.3 10% 33% 30% 18% 19% £539 0.5 £489
Page 4 of 13 Debt Repayment April - June 2014
Average Average Number of Average Average number of number of customers weekly weekly weeks to weeks to Electricity repaying a amount amount recover debt recover debt debt towards debt towards debt (non-PPM) (PPM)
Addito 0 £0.00 0 £0.00 0
Axis Telecom 0 £0.00 0 £0.00 0
British Gas 195,721 £7.76 46 £7.07 88
Co-operative Energy 314 £9.79 39 £5.00 146
E.ON 169,209 £5.81 61 £6.95 88
economyenergy 0 £0.00 0 £0.00 0
Ecotricity 767 £8.17 68 £7.36 101
EDF Energy 150,860 £6.16 68 £5.15 164
Epower 0 £0.00 0 £0.00 0
Extraenergy 0 £0.00 0 £0.00 0
First Utility 321 £15.08 230 £20.00 74
Flow Energy 11 £18.20 44 £0.00 0
Good Energy 199 £9.65 66 £16.27 764
Green Energy 176 £11.35 48 £7.50 128
isupply 358 £20.00 150 £0.00 0
LoCO2 Energy 52 £30.90 27 £0.00 0
npower 102,811 £5.48 73 £7.03 118
Ovo Energy 2,975 £19.33 24
Pioneerenergy 0 £0.00 0 £0.00 0
Scottish and Southern 143,078 £6.46 153 £4.72 136
Scottish Power 123,534 £4.45 49
Spark Energy 1,469 £12.53 34 £7.58 74
Utilita 1,562 £9.87 35 £3.66 77
Utility Warehouse 5,671 £9.26 46 £9.78 95
Total 899,088 £6.17 66 £6.47 109
Page 5 of 13 Average Average Number of Average Average number of number of customers weekly weekly Gas weeks to weeks to repaying a amount amount recover debt recover debt debt towards debt towards debt (non-PPM) (PPM)
Addito 0 £0.00 0 £0.00 0
Axis Telecom 0 £0.00 0 £0.00 0
Better Energy 0 £0.00 0 £0.00 0
British Gas 269,410 £8.40 46 £7.48 103
Co-operative Energy 264 £12.30 39 £5.00 133
Dali Gas 398 £0.00 0 £0.00 0
E.ON 123,884 £5.35 58 £6.56 98
economyenergy 0 £0.00 0 £0.00 0
Ecotricity 313 £7.51 73 £4.81 151
EDF Energy 118,013 £6.73 67 £5.63 167
Epower 0 £0.00 0 £0.00 0
Extraenergy 0 £0.00 0 £0.00 0
First Utility 260 £19.05 235 £20.00 98
Flow Energy 11 £18.20 44 £0.00 0
Good Energy 114 £23.22 54 £7.50 446
npower 101,192 £5.99 72 £7.16 121
Ovo Energy 2,235 £49.98 41
Pioneerenergy 0 £0.00 0 £0.00 0
Scottish and Southern 123,232 £6.89 155 £4.91 126
Scottish Power 90,075 £4.53 49
Spark Energy 1,018 £12.80 35 £5.05 123
Utilita 840 £57.08 26 £3.85 49
Utility Warehouse 5,139 £8.83 58 £9.72 96
Zog Energy 0 £0.00 0 £0.00 0
Total 836,398 £6.76 64 £6.82 114
Page 6 of 13 Prepayment Meters April - June 2014
PPMs installed Number of Number of this quarter, PPMs installed Electricity PPMs installed requested by this quarter to this quarter customers recover debt without a debt
Addito 0 0 0
Axis Telecom 0 0 0
British Gas 24,444 23,197 1,247
Co-operative Energy 16 1 15
E.ON 7,685 5,410 2,275
economyenergy 0 0 0
Ecotricity 67 39 28
EDF Energy 7,524 7,079 445
Epower 0 0 0
Extraenergy 0 0 0
First Utility 126 1 125
Flow Energy 0 0 0
Good Energy 6 5 1
Green Energy 3 3 0
isupply 0 0 0
LoCO2 Energy 0 0 0
npower 6,515 5,875 640
Ovo Energy 321 220 101
Pioneerenergy 0 0 0
Scottish and Southern 9,815 6,974 2,841
Scottish Power 2,469 0
Spark Energy 80 12 68
Utilita 21,059 270 20,789
Utility Warehouse 1,341 791 550
Total 81,471 49,877 29,125
Page 7 of 13 PPMs installed Number of Number of this quarter, PPMs installed Gas PPMs installed requested by this quarter to this quarter customers recover debt without a debt
Addito 0 0 0
Axis Telecom 0 0 0
Better Energy 0 0 0
British Gas 28,456 27,263 1,193
Co-operative Energy 9 2 7
Dali Gas 0 0 0
E.ON 8,045 6,141 1,904
economyenergy 0 0 0
Ecotricity 47 16 31
EDF Energy 6,530 6,176 354
Epower 0 0 0
Extraenergy 0 0 0
First Utility 78 2 76
Flow Energy 0 0 0
Good Energy 2 2 0
npower 6,194 5,768 426
Ovo Energy 260 172 88
Pioneerenergy 0 0 0
Scottish and Southern 8,568 6,493 2,075
Scottish Power 1,191 0
Spark Energy 369 10 359
Utilita 19,045 259 18,786
Utility Warehouse 1,190 744 446
Zog Energy 0 0 0
Total 79,984 53,048 25,745
Page 8 of 13 Disconnections for Debt April - June 2014
Number of Number of Average Number of customers customers not period of customers reconnected yet disconnection Electricity disconnected this quarter reconnected in days (for for debt this (from those (who were those quarter disconnected disconnected disconnected this quarter) this quarter) this quarter)
Addito 0 0 0 0
Axis Telecom 0 0 0 0
British Gas 0 0 0 0
Co-operative Energy 0 0 0 0
E.ON 2 1 1 0
economyenergy 0 0 0 0
Ecotricity 3 3 0 6
EDF Energy 0 0 0 0
Epower 0 0 0 0
Extraenergy 0 0 0 0
First Utility 0 0 0 0
Flow Energy 0 0 0 0
Good Energy 0 0 0 0
Green Energy 1 1 0 1
isupply 0 0 0 0
LoCO2 Energy 0 0 0 0
npower 4 2 2 13
Ovo Energy 0 0 0 0
Pioneerenergy 0 0 0 0
Scottish and Southern 10 5 5 1
Scottish Power 0 0 0 0
Spark Energy 0 0 0 0
Utilita 0 0 0 0
Utility Warehouse 11 4 7 14
Total 31 16 15 7
Page 9 of 13 Number of Number of Average Number of customers customers not period of customers reconnected yet disconnection Gas disconnected this quarter reconnected in days (for for debt this (from those (who were those quarter disconnected disconnected disconnected this quarter) this quarter) this quarter)
Addito 0 0 0 0
Axis Telecom 0 0 0 0
Better Energy 0 0 0 0
British Gas 0 0 0 0
Co-operative Energy 0 0 0 0
Dali Gas 0 0 0 0
E.ON 2 0 2 0
economyenergy 0 0 0 0
Ecotricity 0 0 0 0
EDF Energy 0 0 0 0
Epower 0 0 0 0
Extraenergy 0 0 0 0
First Utility 0 0 0 0
Flow Energy 0 0 0 0
Good Energy 0 0 0 0
npower 1 0 1 0
Ovo Energy 0 0 0 0
Pioneerenergy 0 0 0 0
Scottish and Southern 2 1 1 13
Scottish Power 0 0 0 0
Spark Energy 0 0 0 0
Utilita 0 0 0 0
Utility Warehouse 7 1 6 38
Zog Energy 0 0 0 0
Total 12 2 10 26
Page 10 of 13 Percentage of Customers Reconnected following Disconnection for Debt April - June 2014
Electricity 24 hours 7 days 1 month 1 quarter
E.ON 50% 50% 50% 50%
Ecotricity 0% 67% 100% 100%
Green Energy 100% 100% 100% 100%
npower 0% 25% 25% 50%
Scottish and Southern 50% 50% 50% 50%
Utility Warehouse 9% 9% 36% 36%
Total 26% 35% 48% 52%
Gas 24 hours 7 days 1 month 1 quarter
E.ON 0% 0% 0% 0%
npower 0% 0% 0% 0%
Scottish and Southern 0% 0% 50% 50%
Utility Warehouse 0% 0% 0% 14%
Total 0% 0% 8% 17%
Page 11 of 13 Payment Methods by Country June 2014
Quarterly Budgeting Electricity Monthly Prepayment cash / Fuel Direct payment Other Total Payment direct debit meter cheque schemes Methods
England 13,000,833 3,633,951 5,053,381 21,235 414,806 925,494 23,049,700
56% 16% 22% 0% 2% 4% 100%
Scotland 1,382,753 535,230 462,363 2,313 92,336 74,898 2,549,893
54% 21% 18% 0% 4% 3% 100%
Wales 745,948 285,943 289,899 1,604 25,619 54,119 1,403,132
53% 20% 21% 0% 2% 4% 100%
Quarterly Budgeting Gas Monthly Prepayment cash / Fuel Direct payment Other Total Payment direct debit meter cheque schemes Methods
England 11,343,982 2,812,086 4,135,702 22,374 423,635 685,415 19,423,194
58% 14% 21% 0% 2% 4% 100%
Scotland 1,153,773 320,788 348,016 3,714 92,090 46,571 1,964,952
59% 16% 18% 0% 5% 2% 100%
Wales 613,872 213,700 220,613 1,958 26,714 40,754 1,117,611
55% 19% 20% 0% 2% 4% 100%
Page 12 of 13 Headlines by Country (Quarterly) June 2014
Number of Number of Number of Electricity Number of PPM customers in customers in disconnections customers in Headlines debt debt for debt arrears
England 765,077 292,322 30 468,029
Scotland 91,723 39,153 0 50,973
Wales 42,288 18,367 1 28,853
Great Britain 899,088 349,842 31 547,855
Number of Number of Number of Gas Number of PPM customers in customers in disconnections customers in Headlines debt debt for debt arrears
England 716,182 287,962 12 407,663
Scotland 80,162 34,276 0 41,128
Wales 40,054 17,915 0 23,742
Great Britain 836,398 340,153 12 472,533
Page 13 of 13