Our vision is to make energy easy by offering the best value tariffs and the most user-friendly software to give our customers an unrivalled energy experience.
United KingdomExcellent customer service team who handled and resolved my request very efficiently.
United KingdomUnprofessional customer service from Dawn
United KingdomI signed up with Home Energy on 24/10/25. I received an email with a "Welcome to Home Energy Your Welcome Pack is attached" My transfer was for the 30/10/25. They took a direct debit as pre-agreed. A month later they took another direct debit. Then the day before the third direct debit was due, they sent me an email saying that they had cancelled my direct debit, with no explanation at all. When I contacted them via chat, they said that they aren't my supplier and asked me if I wanted my credit balance back. I agreed but wanted an explanation as to what had happened. They said that British Gas had objected to the transfer. At that time I was with Tomato Energy shortly before they were declared bankrupt on the 5/11/25. British Gas hadn't even been appointed as Supplier of Last Resort until 9/11/25.Home Energy has accepted a complaint but all I have is the promise of a phone call at some point. I estimate that this mistake of theirs has cost me in the region of £100 due to much higher prices from British Gas, British Gas is not at fault for this complaint.
United KingdomToday I reported my smart meter as being not correct as the " night usage" meter is NOT working, as NO electricity has passed through this monitor, when we have numerous electric items running at night. I contacted you by phone today, and was told someone would " remotely" fix this when generally, the information off the internet says someone will likely need to reset the night switch. I have been given 5-10 working days. I was told when asked about the costing for the electricity to just " switch" tariffs to get a cheaper tariff and forget the night reading. However, after looking online I have been told that you should compensate me. Please tell your representatives that they have NO idea. This is what you should doWhat your energy company should do:Acknowledge & Investigate: Confirm the fault, likely a broken time-switch, meaning all usage is logged as day usage.Meter Repair/Replacement: Arrange for a technician to repair or replace your meter (especially if it's an older Radio Teleswitch meter).Accurate Readings: Take readings to establish usage patterns once fixed or estimate past usage.Bill Correction & Refund: Adjust past bills to reflect the correct night/day split and refund any overpayment, as you've effectively paid the day rate for all energy used.
