Real help, delivered by real people, when it really matters

For too long, energy companies have failed to see the humans behind the bills. To many of the giants, a customer is just a direct debit to be processed.

We have never seen it that way. We know that behind every account ID is an individual with their own circumstances, worries and needs. One-size-fits-all service simply doesn't work when life gets tough.

That’s why we’ve focused so much on building a strong, stable safety net that catches you if things go wrong — and treats you like a human, not a statistic.

If you're not in it every day like we are, it can be hard to understand exactly what this means for people.

Hear it directly from our customers:

We were also the first energy company to hire a team of qualified social workers. This isn't just a helpline. Our social work team support customers facing anything from bereavement to hospital discharges.

Sometimes, that means helping a pensioner track down benefits they didn't know they were entitled to. Other times, it’s arranging a new chair for a customer with mobility problems, or flagging a missed medical appointment that got lost in a pile of unopened post. They’re always there to help.

What matters most to us is that we’re making a difference when people need help. And we’ve recently received some news that suggests our approach is working.

Nine years. Nine wins

For the ninth year in a row, we've been named a Which? Recommended Provider.

Which? takes its recommendations very seriously because it knows that they can make a real difference to people’s lives. It surveyed almost 12,000 customers and did a rigorous investigation into 18 energy firms, digging into policies and practices to work out where Britons should take their custom.

While Constantine is running out of tentacles to hold the trophies, we are much more interested in the data behind the win.

We know we're not perfect, so we'll always keep striving to get better. We hit a customer score of 79% and got maximum points for how we look after customers who need extra help. That last one is a point of particular pride for us.

Finally . . .

To every customer who has put their faith in us: thank you. You chose the pink, tentacled new kid on the block over the old giants, and you’re the reason we’re still working flat out to make this industry better.