E (Gas & Electricity)

E (Gas & Electricity) promises to make things ‘simple and straightforward’ for its customers. 

The company says it focuses on keeping costs down so customers pay less. It pays £50 loyalty credit to customers who get their gas and electricity supply from 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.

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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) received a below-average score when we asked its customers about it as part of our annual energy customer satisfaction survey of 11,984 members of the public.

E (Gas & Electricity) received four-star ratings for its customer service overall, the quality of its communications about energy costs, ease of contacting, accurate payments and for providing clear statements. 

It was rated three stars (fair) for providing value for money and for its customer communications. 

One happy customer praised E (Gas & Electricity): 'They consistently handle inquiries and issues in a timely manner, making sure customers feel heard and supported.' Another told us: 'They offer me a reasonably priced tariff and have great communication and customer service.'

Which? verdict on E (Gas & Electricity)

• Pros Excellent complaints performance and meeting its smart meter and switching targets

• Cons Middling rating for the value for money; one of the lower scores for supporting customers who need it

Our E (Gas & Electricity) supplier assessment

In September-November 2024, we looked at five aspects of suppliers' business practices and procedures: 

• Contacting your supplier – 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 besides English 
• Switching – how easy it is for customers to switch
• Smart meter targets performance in 2023 –the most recent figures available.

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 meeting smart meter targets among the 16 suppliers we rated, with 10 points out of a possible 10. It also scored full marks for its switching performance. Only four other firms received the full five marks for switching. It also scored well when it came to handling complaints. 

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

E (Gas & Electricity) customer service

E (Gas & Electricity) customers are neither positive nor negative about its customer service overall, collectively giving it a three-star rating. 

Its score in our supplier assessment of its customer service was similarly mediocre. 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 they had made a formal complaint in the past 12 months. 

Complaints were most commonly about managing payments. More than one in five (26%) of people who made a formal complaint told us it was about this.

The next most common complaints were the electricity or gas supply being cut off (23%) and incorrect credit balances (23%).

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 the E 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 3pm-10am the next day, Monday-Friday, and all day Saturday, Sunday and bank holidays. For traditional meter customers, it's 8pm-8am Monday-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.

How sustainable is E (Gas & Electricity)?

Sustainability credentials are important when choosing an energy supplier for two thirds of those responsible for choosing their provider. That's according to our online survey of 3,000 UK adults in August 2024.

So we factor in a range of sustainability criteria in our annual Eco Provider assessment.

Here's how E (Gas & Electricity) fared:

• Proportion of renewable electricity sold to customers: 0.2%
• Doesn't generate renewable electricity
• Doesn't offer time-of-use tariffs

Find out more about the differences between energy companies’ renewable electricity, and find out how we assessed energy suppliers for sustainability.

Based on information supplied by companies in August 2024 and their most recent published fuel mixes, where available.

Making your home more energy efficient will save money on your bills in the long term and lower your carbon footprint. Get started with our guides to home energy efficiency