Nearly one in three energy customers want advice on how to switch providers to cut their bills

15 May, 2017

Nearly one in three households want  verbal support, through face-to-face or phone advice, on how to switch energy suppliers as price rises on gas and electricity bills of up to 18% come into effect, new research from leading independent energy comparison website shows.


Its nationwide study found 29% of households – the equivalent of 7.9 million customers – would welcome phone or face-to-face support to find the most competitive gas and electricity prices with around two million preferring face-to-face support. That rises to 33% among over-55s with 10% of older households welcoming face-to-face advice.


Nearly half (46%) of those who have never switched, or not moved for five years, admit they do not understand how their energy bill is worked out. By contrast two-thirds (66%) of those who have moved say they understand how their bill is calculated.


Regulator OFGEM  estimates1 the average household can save around £232 a year by switching ahead of a range of price announcements from the Big Six suppliers which range  from price freezes at British Gas and electricity price increases of 18.1% at EDF.


The research from, which has helped 500,000 customers switch in five years, shows one in five households – around 5.4 million – have never moved supplier while another 18% have not moved for more than five years. Around 58% say they are happy with their current deal but nearly a third (31%) admit they do not understand how to switch.


Despite repeated education campaigns, people aren’t reducing their electricity consumption to save the planet or reduce their bills, 13% of households do not try to keep their bills down by switching off lights and choosing energy saving appliances.


Mike Rowe from said: “Every gas and electricity customer should shop around as price rises are being pushed through by almost all major suppliers but the issue is that millions are not confident about moving.