UK Power Networks crowned #1 for customer service
UK Power Networks has been named the UK’s best performer for customer service in the utilities sector.
The company which delivers electricity to 8.5 million homes and businesses across London, the East and South East, was named #1 utility in the UK Customer Satisfaction Index (January 2026). The Institute of Customer Service which publishes the Index twice a year, found customer satisfaction was improving across the utilities sector.
UK Power Networks scored 83.8 (out of 100), assessed on the five dimensions of customer satisfaction: customer experience, complaint handling, customer ethos, emotional connection and ethics. This compares to an all-sector average of 78.2 for UK companies which customers were surveyed about, and 73.1 for utilities.
UK Power Networks was ranked top among utilities across all five dimensions, and leads the industry in terms of speed of service and expertise of staff, as well as caring about its customers, making them feel reassured, being trusted and providing the right support for vulnerable customers.
Head of customer change Hannah Ngoma said: “We are delighted to have been named as the top utility company. This reflects the ongoing continuous improvement and unity of our culture. In 2025 we achieved our best-ever customer satisfaction results based on customer surveys, and also from staff grading the service they received from colleagues within the company. We have focused on company-wide teamwork and care, making it easier and providing the right support to our customers, particularly the people who need us most. It’s all about doing the right thing for our customers and we prioritise improvement actions and innovations based on data and insight from their feedback.”
Jo Causon, CEO of The Institute of Customer Service, said: “This UK CSI has been enhanced and developed with new questions that examine evolving customer confidence, attitudes and behaviours, issues that are becoming more important to customers, with valuable insight about what shapes perceptions of care.
“The number of people who express a preference for excellent service, even if it costs more, is at its highest level recorded in the UKCSI. Trust in an organisation is the leading factor underpinning this preference.
“Many customers also seek to deal with organisations that consciously do the right thing in their business practices. In a fragmented and sometimes polarised world, customer service has the potential to be a force for good – building trust, respect, wellbeing, sustainable growth and prosperity.”
UK Power Networks was recently named Utility of the Year for an unprecedented fifth time, and won more than 50 industry and national awards in 2025.
Customer service teams are available 24 hours a day on freephone 105, and UK Power Networks also runs a free Priority Services Register offering tailored extra help for customers living in vulnerable circumstances. To find out more and sign up see www.ukpowernetworks.co.uk/power-cut-priority-services.
Published: 23/01/2026
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The company which delivers electricity to 8.5 million homes and businesses across London, the East and South East, was named #1 utility in the UK Customer Satisfaction Index (January 2026). The Institute of Customer Service which publishes the Index twice a year, found customer satisfaction was improving across the utilities sector.
UK Power Networks scored 83.8 (out of 100), assessed on the five dimensions of customer satisfaction: customer experience, complaint handling, customer ethos, emotional connection and ethics. This compares to an all-sector average of 78.2 for UK companies which customers were surveyed about, and 73.1 for utilities.
UK Power Networks was ranked top among utilities across all five dimensions, and leads the industry in terms of speed of service and expertise of staff, as well as caring about its customers, making them feel reassured, being trusted and providing the right support for vulnerable customers.
Head of customer change Hannah Ngoma said: “We are delighted to have been named as the top utility company. This reflects the ongoing continuous improvement and unity of our culture. In 2025 we achieved our best-ever customer satisfaction results based on customer surveys, and also from staff grading the service they received from colleagues within the company. We have focused on company-wide teamwork and care, making it easier and providing the right support to our customers, particularly the people who need us most. It’s all about doing the right thing for our customers and we prioritise improvement actions and innovations based on data and insight from their feedback.”
Jo Causon, CEO of The Institute of Customer Service, said: “This UK CSI has been enhanced and developed with new questions that examine evolving customer confidence, attitudes and behaviours, issues that are becoming more important to customers, with valuable insight about what shapes perceptions of care.
“The number of people who express a preference for excellent service, even if it costs more, is at its highest level recorded in the UKCSI. Trust in an organisation is the leading factor underpinning this preference.
“Many customers also seek to deal with organisations that consciously do the right thing in their business practices. In a fragmented and sometimes polarised world, customer service has the potential to be a force for good – building trust, respect, wellbeing, sustainable growth and prosperity.”
UK Power Networks was recently named Utility of the Year for an unprecedented fifth time, and won more than 50 industry and national awards in 2025.
Customer service teams are available 24 hours a day on freephone 105, and UK Power Networks also runs a free Priority Services Register offering tailored extra help for customers living in vulnerable circumstances. To find out more and sign up see www.ukpowernetworks.co.uk/power-cut-priority-services.
Published: 23/01/2026
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