Third review about this terrible billing company - or a scam altogether. If you are interested, please read my previous reviews. It's been two months. Their remote reading on their so called WebApp ha... See more
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Amy is great - she will fight for you internally and anything you need help with she will give you the best help. Don't listen to the other reviewers - call, be patient and they'll give you the right... See more
The worst energy company you could possibly imagine. Awful and completely mis-managed billing system for the three years I had the misfortune of being in one of the properties they manage. More than... See more
Evinox's system wasn't set up when I moved in. Which meant, all their bills from October - February have been charged months behind. However, after speaking with Emmanuel, he was able to clearly expl... See more
Company replied
Company details
Written by the company
Specialists in energy metering and billing for Communal Heating systems. Dedicated to providing leading technology together with professional service to match our clients’ needs.
Contact info
United Kingdom
- evinoxresidential.co.uk
3.0
Average
22 reviews
Replied to 69% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Evinox Residential - why don't you just shut down your business?
Third review about this terrible billing company - or a scam altogether. If you are interested, please read my previous reviews. It's been two months. Their remote reading on their so called WebApp has NEVER been right. In fact, always much much higher than my actual usage. I have called their customer service a million times, trying to make sense of things. Never got anywhere. As of today, 8 May 2026, the remote reading on their stupid webapp is 129KWH higher than my actual usage of the day - it reads clearly on my in-built unit that the usage was 1139KWH - WebApp gave 1260KWH. And, I cannot submit any readings that is lower than their estimated, wrong one! How ridiculous is that? So instead of looking into the issues of inaccurate reading and trying to fix it, Evinox, your solution is to stop people from submitting their actual reading numbers? You should shut down your stupid business and go establish some kind of phone scam company, Evinox people. It probably makes you money sooner! And don't worry, I am NEVER going to pay for your wrong bill. Everyone should avoid this company - Evinox Residential or anything related to this business. It is a SCAM.
May 8, 2026
Unprompted review
Amy is great
Amy is great - she will fight for you internally and anything you need help with she will give you the best help.
Don't listen to the other reviewers - call, be patient and they'll give you the right help
May 7, 2026
Unprompted review
please answer your phones...your…
please answer your phones...your service is simply poor 30 mins and still no answer!!!
April 24, 2026
Unprompted review
Reply from Evinox Residential
We’re very sorry to hear about your recent experience and understand how frustrating long wait times can be. This is not the level of service we aim to provide.
We did experience a temporary fault with our phone systems last week, which impacted our response times. The issue was resolved within a few hours, and service has since returned to normal.
If your query is still outstanding, please don’t hesitate to contact us via email, and we’ll be happy to assist you as quickly as possible.
Thank you for your patience and for bringing this to our attention.
TIP TOP CUSTOMER SERVICE FROM CAROLINE.
Based on my recent experience with CAROLINE i can say she was understanding, polite, respectful, & professional. The issue I had is in the process of investigation & hopefully will be resolved, but CAROLINE went well beyond all my expectations wrt customer service. Thank you Caroline for keeping your promise & for understanding my situation.
April 21, 2026
Unprompted review
Good Customer Service but unacceptable lack of billing transparency
Sian was very helpful in resolving my issue and provided excellent customer service. However, I am very dissatisfied with the lack of billing transparency. It appears impossible to obtain a detailed official bill showing how charges are calculated, which is essential for understanding payments and for administrative and tax purposes. Although Sian did their best by providing an average based on recent months, I find it unacceptable that customers have no clear way to track usage, verify charges, and access proper bills.
April 20, 2026
Unprompted review
Reply from Evinox Residential
Thank you for taking the time to share your feedback. We’re very pleased to hear that Sian was able to assist you and provide a positive customer service experience.
We’re sorry to hear about your concerns regarding billing transparency. We understand how important it is to have clear, detailed information about how charges are calculated, especially for your own records and peace of mind. Your feedback has been noted and will be taken into consideration as we continue to improve our customer portal and the level of detail it provides.
In the meantime, please be assured that our team is always available to help. If you require a breakdown or further clarification of your charges, we would be happy to provide this directly.
Very poor customer service
Very poor customer service, it takes more then 15minutes to get the line, the meter reading are estimated, tried to call several times to give real actual readings, keep over paying, agent on the phone looks like doesn’t know what to do, moved in new place with evinox in October, received first bill in January over estimated and then other three bills after two weeks over estimated. I just want pay for right actual usage but the system keeps over estimated the reading and customer service is not helping..
the readings from October don’t align with actual readings that I see on the meter.. I spoke with the manager of the building and she said that there are no issues.. I called several times to riport the actual readings don’t align with reading on the meter!! Also evinox should receive data from the building because the meter is connected to internet!!! I also asked on the phone to send someone technician to my flat to check the meter and I’ve been told they cannot send anyone!! Anyway, now it looks sorted, I can see correct reading on the app, I’m aspecting bills from January and also I’m aspecting I refund!!
April 17, 2026
Unprompted review
Reply from Evinox Residential
Thank you for taking the time to leave your feedback. We are sorry to hear about your experience and appreciate you raising your concerns.
We acknowledge your comments regarding our telephone wait times and customer service, and we are taking this feedback seriously.
Having reviewed the billing history on the account, the bills issued from October to the end of January were based on actual meter readings, with the exception of one reading during that period. Based on the information available, it does not appear that there has been any overpayment. The consumption recorded is on the higher side, and the tariff applied is above average. As the billing provider, we work with the managing agent to set an initial tariff rate, once billing commences, we work with the managing agent to review the tariff after three months; this is currently under review.
We are not solely responsible for the setting of a tariff, this needs to approved by the managing agent.
For your peace of mind, we would like to reassure you that Evinox Residential does not make any profit from the cost of energy. Our fees are recovered separately as a fixed cost through the facility charge, so we have no financial benefit in setting higher energy tariffs.
Since the end of January, we have been unable to issue further bills because we have not been receiving meter-read information for the property. The Managing Agent is aware of this issue and is working to resolve it as quickly as possible. In normal circumstances, billing may be estimated where meter data is unavailable. However, as the tariff is also currently under review by the Managing Agent, billing has been paused until both matters are resolved.
We are sorry for the frustration this has caused and appreciate your patience while these issues are being addressed.
Avoid like the plague
The worst energy company you could possibly imagine. Awful and completely mis-managed billing system for the three years I had the misfortune of being in one of the properties they manage. More than two years after moving out and paying the final bill, they attempt to back-bill for a two year period I wasn’t a resident. Refused to send through the calculation for their back-bill, but they still harass me quarterly with their undated demands for payment. If they continue to contact me, I will continue to post fresh reviews of the service.
If you’re reading this: avoid them at all costs if you can.
April 8, 2026
Unprompted review
Avoid if possible (sadly most can’t)
The company charges a “set-up” fee, which no other utility company has ever charged me before. And the worst part is you can’t change provider of a heat network. All-round scam, another way to extract money out of everyday people without justification.
March 2, 2026
Unprompted review
Reply from Evinox Residential
We’re sorry to hear that you feel this way and appreciate you taking the time to share your experience.
Heat networks operate differently from traditional gas and electricity suppliers. They are privately managed communal systems, and costs related to metering, billing setup, and system onboarding are sometimes included as part of the overall service structure. These charges help cover the infrastructure, data management, compliance, and customer support required to operate the network accurately and transparently.
We understand that terminology such as “set-up fee” can feel unfamiliar, and transparency is important to us. Charges are agreed contractually with the building owner or managing agent and should always be clearly outlined within the billing framework.
If you would like us to review your specific case or provide further clarification, please contact our team directly at billing@evinoxresidential.co.uk, and we will be happy to assist.
Thanks Emmanuel for your Support
Evinox's system wasn't set up when I moved in. Which meant, all their bills from October - February have been charged months behind.
However, after speaking with Emmanuel, he was able to clearly explain the situation and reassure me that I am not overpaying
February 25, 2026
Unprompted review
Reply from Evinox Residential
Thank you for sharing your positive experience.
We understand how frustrating it can be to receive bills later than expected, especially after moving into a new home.
We’re really pleased that Emmanuel was able to explain the situation and provide reassurance about your charges clearly.
Occasionally, when a new account or building is first set up on the system, there can be delays before billing is fully in place. We appreciate your patience while this was resolved, and we’re always here to clarify any aspect of your account whenever you need us.
Send bill of £1034
Send bill of £1034. Didnt provide any detail bill and no explanation. They know very well that we are struct with them as all other flats and they send bill like which are not acurate. no audit no transparency just total greed.
January 6, 2026
Unprompted review
Reply from Evinox Residential
Dear Customer,
We’re sorry to read your review and understand that receiving a bill of this size can be concerning.
We would like to clarify that a detailed breakdown of charges is provided with all bills. Following your enquiry, our customer service team has also supplied a further itemised explanation of the charges applied to your account.
As communicated to residents in December, a review of billing was necessary as earlier invoices had been issued without reflecting the updated tariff. This resulted in an adjustment covering a two-year period to ensure charges accurately reflected energy usage and tariff rates.
The higher balance shown on your recent bill includes previously undercharged amounts that accumulated over recent months.
We would also like to reassure you that we do not add profit to the cost of gas itself. Charges reflect your energy consumption, applicable tariffs, and the cost of operating and maintaining the communal heating system.
We appreciate that billing adjustments can be frustrating, and we are committed to being transparent. If you would like us to review your account with you directly, please contact us at billing@evinoxresidential.co.uk, and we will be happy to assist further.
Emanuel was very helpful and listened
Emanuel was very helpful and listened, and sorted situation out
February 20, 2026
Unprompted review
Reply from Evinox Residential
Thank you for your kind feedback.
We’re very proud of our team, and it’s great to hear that Emanuel listened and was able to resolve the situation for you. Providing attentive, solution-focused support is exactly what we strive for every day.
Your review means a lot to us and to Emanuel personally, thank you for taking the time to share it.
The customer care person was really…
The customer care person was really helpful
February 6, 2026
Unprompted review
Reply from Evinox Residential
Thank you for your kind review! We’re so pleased to hear that our customer services team was able to help. Providing supportive and reliable service is always our priority, and your feedback truly means a lot to us.
Amazing - The experience with Caroline has always…
The experience with Caroline has always been very helpful and most valuing for me as a customer. I feel uplifted and heard everything we have spoken. She js a wonderful person who values her customers and knows how to communicate strongly as well as get the need met with a problem solving approach.
February 6, 2026
Unprompted review
Reply from Evinox Residential
Dear Harminder,
Thank you so much for your kind words and for taking the time to share your experience.
We’re absolutely delighted to hear how helpful and supportive Caroline has been. She truly embodies what we stand for: making sure our customers feel heard, valued, and fully supported. Your feedback means a great deal to both her and the entire team.
If there’s ever anything else we can assist you with, we’re always here to help.
Double check your service charge
We were overcharged for our daily standing charge for 3 years via our building service charge. The issue was uncovered months ago. To date, it’s been impossible to receive a refund for the hundreds of pounds we were overcharged.
January 29, 2026
Unprompted review
Reply from Evinox Residential
Dear Customer,
Thank you for taking the time to raise your concerns, and we’re sorry for the frustration this situation has caused.
Following a detailed review, it became apparent that the facility charge applied through our billing services was also being recovered separately by the Managing Agent via the service charge. We were not previously aware that this element was being collected in this way.
As soon as this was identified and confirmed with the Managing Agent, we worked collaboratively to agree the appropriate resolution and to arrange for refunds to be processed as quickly as possible.
Residents were contacted at the beginning of 2026 to confirm that refunds for the first two affected years would be issued, with payments scheduled for February. A review of the 2025 charges is currently being finalised, and we will provide a further update as soon as this process is complete.
We fully understand how concerning this situation is and appreciate your patience while it has been investigated and resolved. Please be assured that we are committed to ensuring all charges are accurate and transparent, and to putting matters right where discrepancies are identified.
If you would like to discuss your individual account in more detail, please contact us at billing@evinoxresidential.co.uk, and our team will be happy to assist.
Kind regards,
Evinox Residential
Fixed my issue topping up my account
Had an issue topping up my account. They fixed it really quickly.
January 23, 2026
Unprompted review
Reply from Evinox Residential
Thank you for your review! We’re glad to hear that the issue with topping up your account was resolved quickly. Our team is always here to make things as smooth and straightforward as possible: don’t hesitate to reach out if you ever need support again.
I am beyond disappointed with this…
I am beyond disappointed with this company's service. Over the past three months, I was charged a staggering £578.16 for hot water and heating, despite NEVER turning the heating on. It's unacceptable to be billed such an exorbitant amount without any explanation or justification.
I reached out to their customer support in hopes of resolving this issue, only to be told there is "nothing they can do." This dismissive attitude and lack of accountability are completely unprofessional. Customers deserve transparency and fair treatment, and instead I’ve been met with indifference and a complete failure to address a clear billing error.
I would strongly advise anyone considering this company to think twice. Their pricing practices are unfair, and their customer service is utterly lacking. Save yourself the frustration and look elsewhere for heating and hot water services.
November 25, 2025
Unprompted review
Reply from Evinox Residential
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience. We understand how concerning it must be to receive charges that you weren’t expecting, and we appreciate the opportunity to look into this further for you.
To help us investigate your account in detail, please email us at billing@evinoxresidential.co.uk , referencing your Trustpilot review and requesting a manager review your case. This will ensure your query is prioritised so we can provide the most accurate support.
To clarify, Evinox Residential acts solely as the billing provider, which means we do not set energy tariffs, standing charges, or make a profit from the energy recorded on your meter. Standing charges apply regardless of heating or hot water usage and are typically set by your landlord or managing agent to cover services such as administration and equipment maintenance.
If your bill shows energy consumption, we are required to bill based on the usage recorded by your unit. In some situations, a unit may draw energy even if the heating has not been manually activated, this can occur if there is a technical fault. Because we are not the equipment manufacturer or maintenance provider, we aren’t able to diagnose or repair technical issues. In these cases, we recommend arranging for an engineer to inspect the unit, either independently or through your landlord/managing agent if your building has a maintenance agreement in place.
We’re sorry if this was not clearly communicated to you earlier. Our Customer Service Team is dedicated to supporting residents, and we want to ensure you receive accurate information and a fair resolution.
Thank you again for bringing this to our attention. We hope to work with you to resolve this matter as quickly as possible.
I’m a residential I use this for hot…
I’m a residential I use this for hot water & heating, as a pay as you go, they charge you how every they like if you don’t use your heating or hot water they will collect money or they will come up we don’t know nothing.
I’m so tired with company they steal money while we sleep they control the system online because my heater is connected to my WiFi as a smart meter.
Someone told me this is still Minibems with new name.
July 8, 2025
Unprompted review
Reply from Evinox Residential
We’re sorry to hear about your experience and appreciate you taking the time to share your concerns.
To clarify, Evinox Residential acts as the billing provider, which means we don’t set energy tariffs or make a profit from the energy you use. In addition, even when heating or hot water is not in use, a daily standing charge will still apply. This charge is usually set by your landlord or managing agent and typically covers costs such as administration and maintenance.
We’d like to look into your specific case in more detail. Please email us at billing@evinoxresidential.co.uk, mentioning your Trustpilot review and requesting a manager review your account. This will allow us to investigate fully and provide you with the right support.
Thank you for giving us the opportunity to address this matter.
Inconsistent and unreliable
Crazy poor management of their systems. Moved into a new flat 2 months ago and have been charged inconsistent amounts, the meter doesn't align with the reading on my account and on top of the issues as our heating is cut-off on a weekend we have had no end of issues trying to contact them as they don't work weekends.
June 15, 2025
Unprompted review
Reply from Evinox Residential
We’re sorry to hear about the issues you’ve experienced since moving into your new flat, and we truly appreciate you bringing them to our attention.
We’re currently investigating your case: it appears that some of the difficulties you’ve encountered are linked to how the site was originally commissioned, which has affected our ability to access accurate meter readings for you and your neighbours. At Evinox Residential, we handle the billing of your site and are not responsible for setting up the units.
Please be assured that we’re working closely with your Managing agent and all other relevant parties to resolve this as quickly as possible.
We want to clarify that we do not profit from the energy charges themselves. Additionally, while we handle billing and customer service, we do not manage or maintain the heating systems directly. Like many UK billing companies, customer support is not available on weekends, and our office hours are Monday to Friday, 8:00 a.m. to 5:00 p.m.
Thank you for your patience. We’re committed to resolving this for you.
Dreadful company
Dreadful company - bills out when they want to. I've left reviews on their other page but this one seems to be the right one now. A long history of irregular billing and it never gets any better. 'Chaser' letters almost straight after the bill arrives. It's really difficult as a landlord to assist tenants with regular billing when they just don't provide for that. Some residents are mischarged with ridiculous amounts, and two bills arrive close together, then nothing for months. I don't know how many more times I have to leave reviews like this before they sort themselves out!
June 12, 2025
Unprompted review
Reply from Evinox Residential
We're very sorry to hear about your negative experience and sincerely appreciate you taking the time to share your feedback.
We understand how frustrating irregular billing and unexpected chaser letters can be, especially when you're trying to manage this on behalf of tenants. Your comments highlight areas where we need to improve, and we take them very seriously.
We’ve recently changed ownership and are no longer part of Evinox UK. With this transition, we're making significant efforts to improve our billing systems and overall customer experience. This includes creating a dedicated Trustpilot page, allowing us to better listen to and respond to feedback like yours.
We’ll be reaching out directly to learn more about your situation, clarify the reasons behind our billing practices, and work toward a better solution for you and your residents.
Thank you again for bringing this to our attention, and please accept our sincere apologies for the inconvenience caused.
Caroline was amazing!
I spoke to Caroline over the phone, she was extremely friendly and solved all my problems! She's a credit to the company.
June 5, 2025
Unprompted review
Reply from Evinox Residential
Thank you so much for your kind words!
We’re thrilled to hear that Caroline was able to assist you so effectively. She is a valued member of our team, and we’re incredibly proud of the care and dedication she brings to our customers every day. It means a lot to us to know that her friendly and helpful approach made such a positive difference for you.
Providing the best possible customer service is at the heart of what we do, and feedback like yours reminds us why it matters so much. We’ll be sure to pass your comments on to Caroline, she’ll be delighted!
Thanks again for your support.
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