Exclusive poll reveals confidence in Big Six energy firms at all-time low

New survey reveals anger, mistrust and confusion.

Consumer confidence in energy firms is at an all-time low, with eight out of 10 bill-payers believing the Big Six keep prices fixed artificially high.

The results of an exclusive Sunday Post survey expose the extent of customer suspicion of practices within the industry.

Just 12% of those who completed our questionnaire said they trusted their energy supplier to act in their best interests.

By contrast, 43% don’t have confidence the power giants calculate bills correctly and more than half say it’s unclear how they make their profits.

Shadow energy minister Tom Greatrex said: “This survey is more confirmation that our broken energy market is failing British consumers.

“People feel badly let down by energy companies long waiting times, errors on bills and a lack of transparency mean almost nine in 10 in this survey don’t trust the energy companies to work in their best interests.

“In a properly regulated market with competition and transparency, companies should be working hard to try and retain your business.

“Instead, for many, it feels like the Big Six are getting away with treating people badly. It is clearer than ever that we need to fix Britain’s broken energy market.”

Between them, the Big Six power generators EDF, E.ON, SSE. Npower, Scottish Power and British Gas have raked in £9 million a day over the past five years.

And with average dual-fuel bills also climbing from an average of £1,036 in 2009 to a current level of £1,326, our survey shows that consumers are hungry for change.

Almost two-thirds of people said they would like to see the energy sector renationalised and 55% gave their backing to an increase in nuclear power stations if it meant cheaper bills.

More than half (54%) said they didn’t support green levies to fund renewables schemes such as wind farms.

The enormous salaries of the Big Six fat cat bosses were also criticised with 76% believing they’re paid too much, while only 2% think their pay is appropriate.

On Thursday, it emerged new British Gas chief executive Helge Lund has been offered a £25 million pay deal.

The 52-year-old Norwegian, who was recruited from Statoil where he was chief executive, is expected to take up his new role in March.

Stephen Boyd, of the STUC, believes the public no longer think bigger salaries guarantee more capable executives.

He insisted: “Before the problems in banking people tended to think those at the top of the chain did exceptional jobs and deserved exceptional pay.

“Clearly that wasn’t true and the spotlight is now shining on other industries. There needs to be more

transparency in executive pay and less examples of senior figures taking cash out of a business they don’t deserve.

“A significant question is this are UK executives far more able than those in other countries where pay is much more constrained? I would suggest not. Does the UK energy sector deliver on the imperatives of climate change, affordability and security of supply in a way their colleagues in other countries don’t?

“Again, I would suggest that’s not the case. So why do they have to be so lavishly rewarded?”

For the past three weeks The Sunday Post has laid bare some of the issues energy bill payers are facing.

Our investigation highlighted the impact that rising prices are having, with pensioners having seen the value of their winter fuel allowance payments plummet by almost a third in the past 10 years.

Over the same period, fuel poverty has claimed the lives of 9,000 pensioners in Scotland alone. According to our survey a huge proportion of people (75%) want higher levels of winter fuel payments for those who live in colder parts of the country.

Almost two-thirds want to see the level of the cash handed out increased, with 73% of people believing that energy firms should fund the vital cash injection.

Brian Sloan, chief executive of Age Scotland, insists the impact of dropping temperatures shouldn’t be underestimated.

He said: “As we get older, it gets harder for our bodies to judge temperature. This is because we become less efficient at responding to and recovering from exposure to the cold.”

Our series also focused on the Big Six’s levels of customer services and the consequences for consumers caused by their dominance of the market. Again, our survey reflects the concerns over both issues.

More than 40% said they had been forced to suffer a lengthy wait while trying to get through to their supplier on the phone, while 76% blame energy firms for rising bills.

In total, 501 people took part in our survey from all over the UK. Of that, 57% were female and 43% male and, of those who responded, 84% had their energy supplied by one of the Big Six.

John Robertson MP, who sits on the Energy and Climate Change Committee, welcomed the findings of our survey and believes it reveals true consumer attitudes.

He said; “This poll demonstrates that the energy barons have lost of the trust of the public, and have a long way to go to rebuild that trust.

“A small step in the right direction would be signing up to the code of conduct that I announced last month.”

Despite the extent of issues raised by our series and survey, Energy UK, which represents the interests of the industry, insist change is under way.

A spokeswoman for the body said: “Companies put a very high value on the relationships they have with their customers and they are working hard to improve the service they provide.

“Major change is already under way in the energy industry with reforms that have made bills simpler and clearer to understand. The number of tariffs have now been reduced, making it easier for households to make sure that they are getting the best deal to suit their circumstance.”