UK Power Networks named top utility for customer service in the UK
UK Power Networks has been listed among the UK’s best performers 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 (joint with Octopus Energy) in the UK Customer Satisfaction Index (July 2025). The Institute of Customer Service publishes the Index twice a year and found customer satisfaction was improving across the utilities sector.
The highest-rated organisations across the energy and water sector were Octopus Energy and UK Power Networks (both scored 80.6 out of 100), assessed on customer experience, complaint handling, customer ethos, emotional connection and ethics. This compares to an all-sector average of 77.3 for UK companies which customers were surveyed about, and 71.7 for utilities.
UK Power Networks was ranked top among utilities for its range of services, speed of response, handling complaints, ease of contacting the right person and helpfulness of staff. It also led the industry for caring about its customers, making them feel reassured, and doing the right thing for society.
Head of customer service and innovation Matt White said: “This is well-deserved recognition for our hardworking teams who care deeply about getting customer service right, first time. We strive to continuously improve and innovate to make sure that when people contact us having experienced an issue with their power, or they require a new service, they end the call or log off feeling pleasantly surprised at the high level of customer service they have received.
“We are especially proud of the service we deliver to our most vulnerable customers, either when they need us most during a power outage or supporting them either through our charity partners or with direct energy saving advice from our dedicated teams. Also, as we help our customers in their transition to low carbon technologies like electric vehicles, solar power and heat pumps, we want to continue to exceed their expectations and never stop learning where we can do better.”
Jo Causon, CEO of The Institute of Customer Service, said: “This July we have seen a rise in customer satisfaction across the board for the first time since 2022, driven by a drop in reported problems and an improvement in complaint handling. I want to extend my congratulations to UK Power Networks for their own strong result in the UKCSI amidst this overall improvement.
“The challenge now for all organisations, against an increasingly volatile and challenging outlook, is to continue investing in all dimensions of the customer experience to drive long-term growth and to ensure that the service improvements seen this time around become a trend rather than an anomaly – which will be instrumental in bringing the UK back to growth.”
Customer service teams are available 24 hours a day and as part of its range of services 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 22/07/2025
The company which delivers electricity to 8.5 million homes and businesses across London, the East and South East, was named #1 utility (joint with Octopus Energy) in the UK Customer Satisfaction Index (July 2025). The Institute of Customer Service publishes the Index twice a year and found customer satisfaction was improving across the utilities sector.
The highest-rated organisations across the energy and water sector were Octopus Energy and UK Power Networks (both scored 80.6 out of 100), assessed on customer experience, complaint handling, customer ethos, emotional connection and ethics. This compares to an all-sector average of 77.3 for UK companies which customers were surveyed about, and 71.7 for utilities.
UK Power Networks was ranked top among utilities for its range of services, speed of response, handling complaints, ease of contacting the right person and helpfulness of staff. It also led the industry for caring about its customers, making them feel reassured, and doing the right thing for society.
Head of customer service and innovation Matt White said: “This is well-deserved recognition for our hardworking teams who care deeply about getting customer service right, first time. We strive to continuously improve and innovate to make sure that when people contact us having experienced an issue with their power, or they require a new service, they end the call or log off feeling pleasantly surprised at the high level of customer service they have received.
“We are especially proud of the service we deliver to our most vulnerable customers, either when they need us most during a power outage or supporting them either through our charity partners or with direct energy saving advice from our dedicated teams. Also, as we help our customers in their transition to low carbon technologies like electric vehicles, solar power and heat pumps, we want to continue to exceed their expectations and never stop learning where we can do better.”
Jo Causon, CEO of The Institute of Customer Service, said: “This July we have seen a rise in customer satisfaction across the board for the first time since 2022, driven by a drop in reported problems and an improvement in complaint handling. I want to extend my congratulations to UK Power Networks for their own strong result in the UKCSI amidst this overall improvement.
“The challenge now for all organisations, against an increasingly volatile and challenging outlook, is to continue investing in all dimensions of the customer experience to drive long-term growth and to ensure that the service improvements seen this time around become a trend rather than an anomaly – which will be instrumental in bringing the UK back to growth.”
Customer service teams are available 24 hours a day and as part of its range of services 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 22/07/2025