UK Power Networks scored highest on speed, care and complaints handling
UK Power Networks (UKPN) has been named the UK’s top-performing utility for customer service, sharing first place with Octopus Energy in the latest UK Customer Satisfaction Index (UKCSI).
Published by The Institute of Customer Service, the July 2025 index saw UK Power Networks and Octopus Energy both score 80.6 out of 100, compared to a utilities sector average of 71.7 and an all-sector average of 77.3.
The index measures customer experience, complaint handling, emotional connection, customer ethos and ethics.
UKPN ranked highest among utilities for speed of response, complaint handling, ease of contact and helpfulness of staff. It also led on customer care, reassurance and acting in the public interest.
Matt White, Head of Customer Service and Innovation, said: “This is well-deserved recognition for our hardworking teams who care deeply about getting customer service right, first time.”
He added: “We are especially proud of the service we deliver to our most vulnerable customers… as we help our customers in their transition to low carbon technologies like electric vehicles, solar power and heat pumps, we want to continue to exceed their expectations.”
Jo Causon, CEO of The Institute of Customer Service, said: “I want to extend my congratulations to UK Power Networks for their strong result in the UKCSI. The challenge now for all organisations… is to continue investing in all dimensions of the customer experience.”
UKPN supports vulnerable customers through its free Priority Services Register, offering tailored help during power cuts or through direct energy-saving advice.
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