E (Gas & Electricity)

E (Gas & Electricity) promises to make things ‘simple and straightforward’ for its customers. It's a Which? Recommended Provider for the first time in 2024.

The company says it focuses on keeping costs down so that its customers pay less. It pays £50 loyalty credit to customers who keep their gas and electricity supply with it for 12 months.

Its 300,000 customers pay for their gas and electricity in advance, using a key for electricity and a card for gas. Those with traditional meters need to go to a shop to top up, while those with smart meters can top up online, via app, phone or text.

Worried about rising bills? Use our free tool to compare energy prices.

E (Gas & Electricity) score 

We combine the results of our customer survey with an in-depth assessment of companies’ behind-the-scenes practices and policies to give you an overall view of suppliers.

Take a look at our table below to see our score breakdown for E:

Here's how E's customer and policy assessments break down:

To find out how E (Gas & Electricity) compares with other energy companies, see our full results of the best and worst energy companies.

E (Gas & Electricity) customer review

E (Gas & Electricity) did very well in our annual energy customer satisfaction survey of 9,025 members of the public, coming joint-second with Ecotricity. It has ranked well in previous years, but this is the first time it's been a Which? Recommended Provider (WRP). 

E (Gas & Electricity) received four-star ratings from customers in our survey for its customer service overall and the quality of its communications about energy costs.

In other areas, it was rated three stars (fair), including value for money. That said, no firm in our survey achieved a higher rating for this.

One happy customer praised E (Gas & Electricity)'s 'good communication skills; [it's] always keeping me up to date on changes'. Another told us: 'My energy prices have gone down again now, but when the prices were high they did everything they could to help me keep my energy switched on.'

E (Gas & Electricity) is a WRP for the first time after passing our tough assessments. Find out how energy firms become Which? Recommended Providers. 

Which? verdict on E (Gas & Electricity)

• Pros One of the top scorers in our customer survey; excellent complaints performance and achieving against its smart meter targets

• Cons Middling rating for the accuracy of customers' energy payments; one of the lower scores for supporting customers who need it

Our E (Gas & Electricity) supplier assessment

In October 2023, we looked at four aspects of suppliers' business practices and procedures: 

• Customer service, including how and when you can get in touch and the quality of self-service help online
• How well they deal with complaints: how many complaints suppliers get and how quickly they resolve them
• Supporting customers who need it, including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters and those who need materials in languages other than English 
• Smart meter targets performance in 2022 (the most recent).

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

E (Gas & Electricity) was the best for complaints performance among the 18 suppliers we rated, with nine points out of a possible 10. It also scored full marks for its performance against its most recent smart meter installation targets. Utilita was the only other firm to achieve this.

On the downside, it wasn't among the highest-scoring firms for its customer service setup. It also had one of the lower scores for supporting customers who need it, partly because it offers no hardship fund.

E (Gas & Electricity) customer service

E (Gas & Electricity)'s customers are positive about its customer service overall, collectively giving it a four-star rating. Only one firm scored the full five stars; Octopus Energy.

Its score in our supplier assessment of its customer service was less impressive. It lost points for having a smaller choice of ways to get in touch than other firms (you have to phone, email or send a letter) and less comprehensive self-help information online.

E (Gas & Electricity) common complaints

Some 7% of E (Gas & Electricity) customers in our survey said that they had made a formal complaint in the past 12 months. That's more than Octopus Energy's 2%, but less than Boost's 18%. 

On its website, E (Gas & Electricity) states that its main categories of complaints are debt and disconnections, meter problems, billing and customer service. 

When we assessed energy firms' complaints performance, we found that E (Gas & Electricity) receives among the lowest numbers of complaints per 100,000 customers and resolved the highest proportion of them by the next working day.

Does E (Gas & Electricity) support prepayment meters?

Yes, E (Gas & Electricity) specialises in pay-and-you-go energy. You can only become a customer if you have a prepayment meter. It serves customers with both traditional and smart prepayment meters.

Here's what you need to know:

• Traditional meter customers can top up at a PayPoint, Payzone or Post Office outlet. Smart meter customers can also top up online, via E’s MySmartE mobile app, by phone or by text message.
• Up to £15 emergency credit per fuel is available for smart meter customers if you run out. It's £10 per fuel if you have a traditional PAYG meter. You pay it back the next time you top up. 
• E's friendly credit hours for smart meter customers are from 3pm to 10am the next day, Monday to Friday, and all day Saturday, Sunday and bank holidays. For traditional meter customers, it's 8pm to 8am Monday to Saturday and all day Sunday. Friendly credit means you won't lose your supply if you run out during these times. 

Find out more: is prepayment energy is right for you.

Does E (Gas & Electricity) sell renewable energy?

A small amount of the electricity E (Gas & Electricity) sells is matched with renewable sources. Its electricity fuel mix shows 74% gas and 7% coal, a well as 12% renewable.

In August 2023, we asked energy companies for information on a range of sustainability criteria. We awarded them points based on their responses as well as information published on their websites, including the annual Fuel Mix Disclosure (FMD). Aspects we scored included how much of the electricity they supply is renewable and whether they generate renewable energy or buy it directly from generators.

When we compared energy companies on their green credentials in November 2023, E (Gas & Electricity) scored 0%. This places it at the bottom of our table of 17 companies rated.

Find out more about the differences between energy companies’ renewable electricity.