UK Power Networks ranks in UK top 10 for customer service
Posted by: electime 7th July 2026
UK Power Networks has been ranked among the UK’s top 10 best performers for customer service across all sectors.
The company which delivers electricity to 8.5 million homes and businesses across London, the East and South East, was also named #1 utility in the UK Customer Satisfaction Index (July 2026). This is the 8th time that UK Power Networks has led the utilities sector in the UKCSI, which the Institute of Customer Service publishes twice a year.
UK Power Networks scored 84.4 (out of 100), being one of only two organisations in the UK top 10 that increased their score by more than 3.5 points year-on-year. This compares to an all-sector average score of 78.3 for UK companies and a Utilities sector average of 73.7. Ranked 10th across all sectors, it was the only utility listed in the top 50.
The index measures satisfaction across five areas: customer experience, complaint handling, customer ethos, emotional connection and ethics. UK Power Networks ranked in the top 10 for ethics, which includes support for customers in vulnerable circumstances, and complaint handling. There is a marked gap between the UKCSI’s top 10 organisations and the other organisations in the index on complaint handling, emotional connection and ethics, underlining the importance of building trust with customers, particularly vulnerable customers.
UK Power Networks’ head of customer change, Hannah Ngoma, said: “This recognition is a credit to the commitment and hard work of our employees, who go above and beyond every day to support customers and keep them informed when they need help most. It matters to us, right across our organisation – caring for our customers, fixing things when they don’t go right first time, and understanding the feedback from our customers so we can continue to improve our customer service.
“From frontline teams, responding around the clock, to colleagues improving our systems and services behind the scenes, customer care is embedded across the whole organisation. Whether supporting a customer connect an EV charge point or heat pump, or providing care during a power cut, the dedication of our employees is what helps make our services faster, simpler and more reliable, and is why we do everything we can to ensure that customers trust us to deliver when it really matters.”
Jo Causon, CEO of The Institute of Customer Service, said: “Congratulations to UK Power Networks on an excellent set of results in the July 2026 UKCSI. To rank among the UK’s top 10 organisations across all sectors is a great achievement and they have seen a significant year-on-year improvement.
“Our latest research shows a marked gap between the UK’s leading organisations and the rest across the 25 measures we track in the UK Customer Satisfaction Index. UK Power Networks’ performance over recent years demonstrates what a sustained, organisation-wide commitment to customers can deliver – highlighting the link between consistent high service levels and long-term performance.”
UK Power Networks is currently Utility of the Year having won the top honour an unprecedented fifth time, and it won more than 50 industry and national awards in 2025.
Customer service teams are available 24 hours a day on freephone 105, and UK Power Networks also runs a free Priority Services Register offering tailored extra help for customers living in vulnerable circumstances. To find out more and sign up see Priority Services | UK Power Networks
