Home Energy Reviews 

Very quick and accurate response. Very easy to contact unlike a lot of companies now.
Rachael who dealt with my query was fantastic.

Rachael provided a prompt and clear reply to my query - excellent customer service.

Quick response, advice and resolution to billing issue from Rachel.

Ideal customer experience.

Good stuff !

I switched from Home Energy to another supplier almost 6+ weeks ago. My account is on Credit. I rang them twice and I got the same respond (we will refund the amount in 10 days to your bank). I am still waiting for the refund? I personally feel they want their customers to forget that they are owed any money back so The Home Energy can keep that amount themself.

Rhea was very professional and helpful and helped sort out my problem extremely quickly. She was also very polite and respectful :)

Quick response from Rachael with a detailed review of my account and direct debit payments. Generous solution considering how much balance other energy companies try to hang on to.

Outstanding customer service, which is increasingly rare these days! Rachael on the online chat resolved my direct debit change query within literally two minutes, and there was no wait to speak to someone, and no annoying struggle with a chatbot. Genuinely impressed!

I spoke with Rhea who was highly responsive and dealt with my enquiry quickly and efficiently.
I have dealt with other utility companies in the past and response times have been poor but not with Home Energy.
My thanks to Rhea for all of her help!

I would not even rate this company, even giving it a zero will be an insult to zero.
Cheap rates maybe but after that the bullying begins and the mismatched meter readings and the direct debit goes up to over £300 and if you question it you don’t get any responses. I left this supplier after getting the energy ombudsman involved who asked them to correct the meter readings and provide a proper bill, plus send me an apology and reduce my bill by £75 for the bad customer service. I paid the bill by instalments. None of this was done even after I paid my bill.

Now over a year later they have emailed me with demand notices to pay them when I have already paid them. I don’t understand how this kind of energy company is allowed to continue serving customers.

Stay away and don’t get pulled by those rates as you will pay a high price layer on when you try and leave.

Never had such bad bad service ever.

After initial problems setting up and finding smart meter information I was dealt with professionally and in a timely manner.
The people that I dealt with were pleasant and helpful.
An opportunity for you to help switch overs would be to understand which smart meter the customer has from their current supplier or even a photo from the new customer to help understanding of how to support the customer.

Great company , good prices shame they've not got an EV tarrif or else I would have stayed

Efficient and friendly. They don't boast annoyingly about how virtuous and green their energy is. Instead, they keep the prices really low which is the most important thing. I think they are the best energy provider in the country.

Excellent prompt customer service from Rachael today in sorting out a switch back to Home Energy after experiencing technical issues. Great customer service and excellent prices, easy to understand app too, would recommend.

They like to keep their hands on your money and won't initiate the process required to let me leave :(

Home Energy requires you to pay in advance, and my initial Direct Debit was set higher than my actual usage as we moved in to spring. When I asked for it to be reduced, and my credit to be refunded, they refused because they said they couldn't produce a bill as my previous supplier hadn't sent over the meter details (when I spoke to them, they had). This left me around £180 in credit. It took multiple emails and threatening to raise a complaint with the Energy Ombudsman, for a manual bill to be raised and to receive a refund.

I've now decided to leave, but that's proving just as frustrating. My new supplier told me Home Energy needed to remove an extra MPAN from my account before the switch could go ahead. Over the last three weeks I've contacted Home Energy through three online chats, an email and a phone call. Every time I'm told they'll sort it out and get back to me, but I've only received one email saying they are working on it, and no response 6 days later. On one occasion, 2 weeks after my initial request and the third time I'd contacted them that week, I was told there was no record of any of my previous contacts or even the original request!

The common theme has been having to chase everything myself, with promises of callbacks that never happen and a tendency to blame industry processes or other suppliers instead of taking ownership.

If you just want cheap energy, they may be fine. But if anything goes wrong or you need help, my experience has been very disappointing.

Home Energy account no HE2031718
Home Energy took over my utility supply on 9th April from Outfox Energy. They actually took the 1st DD payment on 27th March before t/o of supply. I sent photos of my meter reading at changeover both to Home Energy and Outfox.
I changed over to Ecotricity wef 1st June - sending meter photos to Home Energy and Ecotricity
Home Energy took 2 further DD payments on 27th April/27th May - before I cancelled the DD to prevent them taking more money.
To date I have never had a bill from Home Energy!
Today I received the 1st bill from Ecotricity with meter details - they produce a bill before taking any payments!!!!
I estimate that I’m due a substantial refund from Home Energy
In my multiple contacts with Home Energy they have made unsustainable excuses as to why they are unable to provide a bill and a subsequent refund!
I have to wait 8 weeks before I can bring in the Energy Ombudsman
Home Energy are purposely withholding my refund!
We are OAP’s and money is not abundant
I would council people, to never use this disreputable company
7 July
The reply from Home Energy is meaninglessly
I contacted Ecotricity 2 weeks ago, indicating that Home Energy had said they’d had no ‘opening meter readings’ from them. Ecotricity replied saying the readings HAD been sent. Ecotricity said they would resend them to Home Energy. Ecotricity have provided a bill before taking money (based on the opening readings) Why do Home Energy take 3 Direct Debit payments without providing a bill??? Home Energy’s policy is accumulation and retaining of monies, for as long as possible
I feel sorry for the people working for HE who have to implement this policy!!
I’ve had a recent HE email saying that they’ve initiated a refund of 1 month’s DD. Awaiting transfer
15th July 1 month’s DD refunded. The people working for Home Energy are brilliant, caring and responsive. However they would have to implement the company’s twisted, self serving, policy

Really great energy supplier. Not only are they the cheapest around, but their customer service is absolutely outstanding. Whenever I have needed to contact them (via email), the team has been incredibly responsive. Rachael, in particular, was a massive help; she took full ownership of my issues, sorted them out, and followed up to ensure everything was resolved. It's so nice to speak to real humans who actually care, rather than fighting with AI chatbots and then to be passed onto robotic humans who answer with scripted replies.

We changed suppliers last September and are very happy with Home Energy. Not just the price, there are no exit fees, so feel more confident if we did want to change supplier, which we don't. We did need to contact customer service twice in the first few weeks and, as older customers, we were able to phone and speak to real people, who were friendly, helpful and sorted out our problems quickly.

Quickly resolved meter que

Gas meter display failed and would not give a reading in March this year. Complained to Home Energy then.
It is now the end of June and the meter has still not been fixed, despite many emailed complaints.
Complaint now with the ombudsman.

PS
I have read Home Enrgy's response.
Sounds like the (AI generated?) responses to my numerous emails, basically saying "Please be placated by our groveling apologies, but we are not actually going to do anything until we are good and ready, if at all".

Rachael was fantastic at resolving the issue with my account.