The speed of From Enquiry to Onboarding.

Lady was polite and helpful

Terrible online service, terrible customer service, unnecessarily difficult and somehow a tenant from a completely different flat is listed as a housemate for our energy bill? How did that even happen

Torture! Not allowing the account to be closed. The staff are like robots repeating it will be dealt with next week. OK its now 3 weeks - how difficult is it to send the bill so that it can be paid and the account closed. Managers do not answer the phone either! THINK CAREFULLY BEFORE YOU OPEN AN ACCOUNT AS CLOSING IT WILL NOT BE EASY

I was on the phone for around 40 minutes with a lady called Amber. For the full duration of the call she was nothing but understanding, kind and helpful. An absolute credit to her team and her manager. She worked endlessly to resolve the situation at hand - which she did in fact do. Her help highly appreciated and someone who has my upmost respect.

Overpriced

Terrible, misleading, I tried to cancel already once but said I already agreed to sign up which I wasn’t aware of because I clicked on a button without even paying for anything. Then got quoted £140 a month which I thought was okay didn’t complain and agreed, while also setting up a payment plan on the side for first three months which is good. However got an email today yaht my second tennant hasn’t set up payment, so I called and it turns out it’s £140 per person which is ridiculous and I never was told that it was per person once in the phone call. No doubt will be cancelling but I no doubt they’re going to expect me to pay the £400-£600 in one go, unless they agree to let me go and pay monthly. I have only lived there for three months too and already it’s this bad.

Very friendly and helpful staff

The woman I spoke to over the phone was so helpful and kind and made the experience a positive one.

I’ve just come off a phone call with Joe about signing a property on to the £20.18 a month water, electricity and gas package. He was very helpful and explained everything I needed to know. He also has added us to the smart meter list so that we can be fitted with this instead of our credit meter.