The AA EV Recharge Report for January 2025 has revealed that 95% of issues with EV charging can be solved with a simple phone-call.
The AA’s top reasons that EV drivers contact chargepoint providers (CPO) are issues getting the charger to start alongside problems unplugging the unit when they want to leave.
One in six (17%) of calls are for digital queries, rather than infrastructure problems, including app-related questions. In addition, 7% of calls are from consumers wishing to confirm the price of charging.
From December 2024, it became mandatory for CPOs to report on charge point helpline calls under the Public Charge Point Regulations 2023. The move aims to give government a clearer picture of the reality when charging in the UK, and The AA is supporting its CPO partners with reporting, it said.
Top 10 call reasons to CPOs:
1. Unable to start a charge – 16%
2. Unable to stop a charge – 11%
3. Pricing query – 7%
4. Charging cable stuck – 7%
5. Customer resolved issue while on phone – 3%
6. Unit offline/out of order – 3%
7. General enquiry – 2%
8. Account enquiry – 2%
9. How to sign up on the app – 1%
10. App queries – 1%
The news comes as ultra-rapid peak and off-peak charging bucked the trend of rising charging costs by chopping a penny off the price in January.
Elsewhere, the latest Ofgem energy price cap saw a 1p/kWh rise for domestic charging costs for households without a specialist EV tariff, as well a 1p rise in flat rate rapid and ultra-rapid public charging prices.
In contrast to these minimal price changes, petrol prices rose by 2.30p reaching an average of 138.90 pence per litre.
AA EV Recharge Report, January 2025. Flat rates:
| Charge Type | Speed | Jan Ave (p/kWh) | Dec Ave (p/kWh) | Difference (p/kWh) | Cost to add 80% charge | Pence per mile (p/mile) |
| Domestic | Up to 7kW | 25 | 24 | 1 | £10.00 | 5.65 |
| Slow | Up to 8kW | 50 | 50 | 0 | £20.00 | 11.30 |
| Fast | 8-49kW | 59 | 59 | 0 | £23.60 | 13.33 |
| Rapid | 50-149kW | 74 | 73 | 1 | £29.60 | 16.72 |
| Ultra-rapid | +150kW | 78 | 77 | 1 | £31.20 | 17.63 |
| PETROL | 138.90 ppl | 136.60 ppl | 2.30 ppl | £44.45 | 12.14 | |
AA EV Recharge Report, January 2025. Peak and Off-Peak rates;
| Charge Type | Speed | Jan Ave (p/kWh) | Dec Ave (p/kWh) | Difference (p/kWh) | Cost to add 80% charge | Pence per mile (p/mile) |
| Slow Off-Peak | Up to 8kW | 44 | 44 | 0 | £17.60 | 9.94 |
| Slow Peak | Up to 8kW | 69 | 69 | 0 | £27.60 | 15.59 |
| Fast Off-Peak | 8-49kW | 54 | 54 | 0 | £21.60 | 12.20 |
| Fast Peak | 8-49kW | 85 | 85 | 0 | £34.00 | 19.21 |
| Rapid Off-Peak | 50-149kW | 54 | 54 | 0 | £21.60 | 12.20 |
| Rapid Peak | 50-149kW | 85 | 85 | 0 | £34.00 | 19.21 |
| Ultra-rapid Off-Peak | +150kW | 47 | 48 | -1 | £18.80 | 10.62 |
| Ultra-rapid Peak | +150kW | 65 | 66 | -1 | £26.00 | 14.69 |
| PETROL | 138.90 ppl | 136.60 ppl | 2.30 ppl | £44.45 | 12.14 | |
Jack Cousens, head of roads policy for The AA, said:
“Once again, prices remain fairly static, with the bonus that charging at the fastest speed at off-peak hours fell even further in January.
“The continued scrutiny about the reliability of the public network is only to be expected and EV drivers will be honest and admit that it isn’t perfect. However, most queries and faults can be resolved remotely, with 95% of cases fixed on the phone.
“As the government are now capturing the reliability of the network, including how frequently devices are out of order, chargepoint operators will be desperate to top the charts for their units being ready to use.
“While many calls into AA supported networks are categorised as ‘unable to start a charge’ many instances are where it’s the driver’s first time using that provider and want confirmation about the steps needed to initiate the charge. Much support will still be needed as more people make the switch from combustion to electric.”
Image from Shutterstock
