Energy HelplineReviews 

On 19/02/2026 at approximately 07:00, I received delivery of the EV package materials, including twelve (12) large photovoltaic panels and associated equipment. I had been formally scheduled to receive both the installation engineer and roofer at 09:30 that same morning.

No operative attended.

By 11:05, having received neither attendance nor communication, I contacted your Customer Excellence team to report the failure. I was assured the matter would be investigated and that I would receive a call back promptly.

No such call was received.

I then made repeated attempts throughout the remainder of the day to obtain clarification and secure a revised booking. Despite multiple calls, no confirmed installation date has been provided. This is wholly unacceptable.

The impact of your company’s failure is significant:

Twelve large PV panels and associated equipment remain stored in my hallway, creating obstruction, inconvenience, and potential risk.

Scaffolding erected for the installation is currently obstructing the Sky television signal to neighbouring properties on both sides, creating reputational embarrassment and avoidable neighbour disputes.

I have taken two full days off work specifically to facilitate the agreed installation appointment.

I now face the prospect of taking additional leave due to your administrative and operational failings.

My property remains partially prepared for works that have not commenced, leaving it in an incomplete and disruptive condition.

This sequence of events constitutes a clear failure to deliver services within the agreed timeframe and in accordance with the terms and conditions of our contract. Your failure to attend without notice and failure to provide prompt rectification may amount to a breach of contract and a failure to exercise reasonable care and skill in service delivery.

My required resolution is as follows:

Written confirmation of a new installation date within 24 hours of this email.

A firm and guaranteed attendance date for both engineer and roofer.

Completion of the works strictly in accordance with the contractual scope and timescales.

Confirmation of what compensation will be offered in respect of wasted time, inconvenience, and disruption caused.

If this matter is not resolved promptly, I will have no alternative but to escalate the complaint formally through your executive complaints procedure and, if necessary, pursue further remedies available to me.

I trust you will treat this matter with the urgency and seriousness it warrants.

I look forward to your immediate response.

Yours sincerely,

Stan Grant

Worst experience

Plagues my company with cold sales calls and won't stop - we've had three calls in a single hour and are registered with Telephone Preference Service. Keeps asking for information which would allow them to fraudulently change our contract

Today I called and spoke to a really lovely advisor called Bethany. I cannot thank her enough for all the advice she gave me. She was calm, patient, understanding and friendly and a real credit to the energy helpline. Without her help today I would have continued feeling confused and stressed about what to do with regards to my energy bills and tariff. I really hope she sees my review and knows how much I appreciated all her help today, such a lovely girl. Thank-you.

Please try to avoid Energy Helpline. I joined an energy tariff through them after being recommended by our Estate Agents, but then realised the next day this was wrong. They advised it could not be amended and only cancelled and therefore, this is what I did.
Fast forward a week later, the first tariff was never cancelled and the second amended tariff was rejected as the first cancellation had not gone through.
I appreciate Energy Helpline 'did all they could' (apparently only over email as they cannot telephone?!) but this has now caused the second amended tariff to no longer be available and a week later, causing it to go up over £1,000 a year. Nothing can be done and now I am stuck on a tariff I do not want to be in, but for a 'saving' of £1,000, I will make do.
Please, please just go direct when sorting your energy. It saves so much hassle and prevents issues like this from happen!! The time lost of going through them has provided so many issues, making tough times with bills even tougher. Go direct to prevent this.

They promise you will save money when they switch you but once switched the new supplier almost doubled my monthly direct debit for that whole year , gas prices have gone up buy not doubled , rather then saving a quoted £304 I paid an extra. £960
The new supplier (Igloo) now in receivership like many others
-I switched my self to another supplier recently my self this time and strangely my bills have gone back down

You took too long to pay the £40 for switching.

The whole experience of changing energy supplier went very smoothly & efficiently

I used this company to switch electricity supplier in June. I followed the link from the website to the new supplier which said that I would receive £20 once the switch was completed. I haven’t received my money and Energy Helpline are washing their hands of any responsibilities saying that i didn’t follow a ‘cash back’ link. I know that I did. Shame on you Energy Helpline. This is the first and last time I will use your website.

Response-they just said that I was wrong and washed their hands of my claim. Keep clear of them

Some 6 months ago I contacted Trust Pilot and asked for the best Energy Helpline options to transfer both my electricity and gas supplies from Shell. Their advice was that E.on provided the best alternative and they arranges the transfer. After 6 months, I am still waiting fort the transfer to complete. Gas transfer has taken place, however, the transfer of electricity supply has not. It now appears that the electricity transfer was made to the wrong address and the wrong post code. Neither Shell or E.on appear able to rectify this. Energy Helpline have completely “sloped shoulders” advising me that it is not their responsibility.
This is certainly not what I expected from Energy Helpline and must be a warning to anyone thinking of using Energy Helpline to change their power supplies.
Not a great advert for Energy Helpline - be ware !

looked to see what was on offer on line liked EDF offer so decided to stay with them. We had been passed to EDF when Green Energy went bust and were treated very well as EDF did everything for us, even sorted out refund we were owed. Everything made so easy couldn't find anyone to compare to their offer.

I went on line to find a new dual fuel company to move to. The site found some that would be better for me. I picked the best one and changed to it on line. Very quickly and easily done on line.

Worked fine for me. Quick and easy to use. You have my vote

Very easy to change my energy provider and get a better deal. Thanks for helping me realise it was possible👍

If the deal we found comes to fruition I don't mind changing to excellent, very easy process.