Brits want to switch utility providers because of bad service

Annoying hold music, a lack of call-back option after being disconnected, and the inability to connect with an actual human being have been named among the biggest customer service irritants.

A survey involving 2,000 people shed light on their key frustrations when calling up their utility providers for assistance. Extensive wait times and having to explain their problem over and over again were among the top complaints listed in the top 30.

Over a quarter of respondents admitted they struggle to recall the last time they encountered good customer service. Additionally, 28% are irked by rude staff, while a more significant 34% find that automated replies don’t tackle their issues correctly. 

Further findings suggest that a staggering four out of 10 individuals avoid contacting their utility providers because they anticipate bad service will cause them stress. What’s more, eight out of 10 are under the impression that these companies show little interest in resolving their problems.

Certain phrases such as “We’re experiencing higher-than-normal call volumes”, “I’m sorry, there’s nothing I can do”, and “Please hold while I pass you to my colleague” rank as some of the most exasperating expressions customers hear.

Research conducted by Utility Warehouse found that Britons typically spend an average duration of two hours on the line with their providers sorting out issues.

This substandard customer service has emerged as a primary motive for consumers contemplating a switch in their provider contracts. Yet, 32% refrain from making changes because of the hassle to do so and 26% have concerns about ending up with a service that’s even less reliable.

This Valentine’s Day, Utility Warehouse – the Which? Recommended Provider for Energy Companies 2025 – is launching a unique helpline to assist Brits in ‘breaking up’ with their current providers and finding one that truly values them.

It has also devised a quiz drawing comparisons between how we handle our utilities and our personal relationships.

Robyn Hyde from Utility Warehouse commented: “Too many people are stuck in frustrating relationships with their suppliers. This Valentine’s Day is the perfect time to make the move and break free from bad customer service.”

He further stated: “We know that for utility suppliers offering a seamless, friendly and helpful experience for customers is not a nice-to-have – it’s essential”.

The expert break up helpline will be operational this weekend, providing consumers with friendly, practical advice on switching to a more supportive provider.

Sarah Louise Ryan, a dating and relationship expert who contributed to the quiz’s development, said: “Personal relationships and dating styles may feel completely separate to the way we approach our connections to energy, broadband or mobile contract providers.

“But a person’s romantic style often directly reflects their outlook on utilities. The quiz can help consumers easily identify their relationship type to better understand their wants and needs from a provider which ultimately results in a better match.”