Worse company ever. Never had a contract with them. Electricity and gas moved to Shell Energy as Homeshift energy provider went into liquidation after last tenants vacated. After months of trying to s... See more
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See what reviewers are saying
Closed our account a year ago, now they claim we owe then £39.65. After emailing them their (automated?) reply was "Thank you for your email, Please accept our apologies for the inconvenience caused.... See more
What a pleasant surprise to have such a concise and helpful response! Having to contact an energy company would normally make your heart sink but a quick email and Sarah replied, answered my question... See more
No stars. The worst customer service I have ever experienced in my entire life. Spent a year trying to sort out my daughters energy account- over 25 emails /even more tel calls Incorrect final bill... See more
Company details
Written by the company
Move, track and manage your home from one place. Save time and money.
Contact info
United Kingdom
- hello@homeshift.com
- homeshift.com
2.8
Average
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Thanks for the information and help…
Thanks for the information and help with my utilities bills.
Rhezy was very kind and professional!!
October 14, 2021
Unprompted review
Reply from Homeshift
Hi Liviu,
Thank you for taking the time to leave a review for us. It's great to hear that Rhezy was particularly helpful with the information and help she provided. We'll be sure to pass on your feedback.
Best Wishes
Team Homeshift
I had a very nice conversation with…
I had a very nice conversation with Marichelle.he was patient and kind enough to listen the customer.
October 14, 2021
Unprompted review
Reply from Homeshift
Hi Sheyona,
Thank you for your review and your kind words for Marichelle. We're delighted that you had such a positive experience and we'll be sure to pass on your thanks to Marichelle directly.
Best Wishes
Team Homeshift
Avoid at all costs
Like many other consumers, if I could give this company zero stars, I would.
I have a credit balance of £360+ and have been waiting for a refund since the beginning of September, being told initially that my refund had been processed, and it will take 7 days for this money to be refunded back into my account. 7 days pass, I received no refund, to then be told it can actually take up to 15 days - I was advised to get back into contact on 24/09/21 if this issue hadn’t been resolved, and it will be escalated.
Phone back on the day agreed, 24/09/21, to be told that this is actually an issue with my bank, and to get in contact with them (Bank of Scotland). My bank had no information regarding a refund via Homeshift, they suggested that I acquire an authorization code or ARN number for this refund transaction in order to track it, which Homeshift could not provide me with.
Call back Homeshift to be told that this was misinformation, there had been a mistake, there was no issue with my bank & my payment had been put on hold, as there was an issue with Homeshift's internal payment processor. (Despite a member of staff telling me that my refund had been processed about 30 minutes prior, along with weeks earlier.)
Unhappy with the above, I escalated my concerns to the complaints team who assured that they would be in contact, often within the same day, which never happened. After multiple, spaced out emails and phone calls daily on my behalf to check the progress of things, I was assured by the complaints team that all refunds due to be issued would be completed via bank transfer, so the money goes directly into my account on October 1st, as this is when Homeshift’s ‘monthly refund limit’ refreshes. This again, failed to happen.
On top of the above, I have now received the exact same email that Homeshift has copy and pasted twice onto other consumers reviews, stating that refunds will now not be made. Happy to have been in receipt of a copy and pasted email from a company that prides itself on being individual focused.
There has been absolutely zero continuity in the correspondence had with Homeshift. Different people providing different information, passing blame externally when the issue is within the company itself. Extremely disappointed with every interaction had with this company.
TLDR: AVOID AT ALL COSTS!
October 14, 2021
Unprompted review
Reply from Homeshift
Dear Customer,
Thank you for your review.
I am deeply saddened to notify you that, as you may have already seen in the news, our energy partner Colorado Energy is ceasing to trade and a new supplier is currently in the process of being appointed by OFGEM.
Unfortunately, due to unprecedented market conditions, Colorado Energy are no longer able to operate and continue providing you with 100% renewable energy.
I understand that this may be a worrying or uncertain time for you, and I do want to help you rest assured that your supply will not be interrupted and any credit balances you hold with Homeshift powered by Colorado Energy will be protected.
If you are a live customer with us, as part of the supplier of last resort process, the newly appointed supplier will protect your credit balances. Please bare in mind that any unbilled charges will be deducted from your account balance.
As soon as the new supplier has been appointed they will be in touch regarding your account.
(You can keep up to date on the process here: https://www.ofgem.gov.uk/information-consumers/energy-advice-households/what-happens-if-your-energy-supplier-goes-bust)
I want to thank you for your patience whilst this process is initialised and completed.
Kind regards,
Team Homeshift
Avoid terrible company!
Avoid terrible company!
I moved to a new place in June 2021 and found out homeshift via Colorado energy was supplying gas and electricity. I requested to switch to sse, provided all my details on phone bug homeshit messed up and I could only switch to electricity. It appears they deleted my email by mistake so I had to reapply to switch. I managed switch to sse mid July 2021 and requested my final bill mid July 2021. I was advised I would get it in maximum 4weeks. After many calls and email completing got to nowhere. Finally received my final bill in the 29/09/2021. I emailed homeshit to request the bill to be sent by post and they refused saying they do only paperless. I complained because I did not create an account with log in and password so I can’t pay my bill. I sent another email to complaint team to send my bill by email and no news so I’m stuck!! What a great service !
**** new reply to you homeshift****
Why you copy paste reply to other customers for my query! I’m no longer with you so why you saying you need appoint me supplier? all I wanted was a copy of my final bill which I finally got after numerous phone calls and emails. I’m afraid there are no bank details there and now you threaten me for late payment when the only thing I want is to pay my bill. Just because I did not created a log in and password online you treat me like a lawless individual. Shame on you and you should be out of business, disgusting practice!
October 14, 2021
Unprompted review
Reply from Homeshift
Dear Customer,
Thank you for your review.
I am deeply saddened to notify you that, as you may have already seen in the news, our energy partner Colorado Energy is ceasing to trade and a new supplier is currently in the process of being appointed by OFGEM.
Unfortunately, due to unprecedented market conditions, Colorado Energy are no longer able to operate and continue providing you with 100% renewable energy.
I understand that this may be a worrying or uncertain time for you, and I do want to help you rest assured that your supply will not be interrupted and any credit balances you hold with Homeshift powered by Colorado Energy will be protected.
If you are a live customer with us, as part of the supplier of last resort process, the newly appointed supplier will protect your credit balances. Please bare in mind that any unbilled charges will be deducted from your account balance.
As soon as the new supplier has been appointed they will be in touch regarding your account.
(You can keep up to date on the process here: https://www.ofgem.gov.uk/information-consumers/energy-advice-households/what-happens-if-your-energy-supplier-goes-bust)
I want to thank you for your patience whilst this process is initialised and completed.
Kind regards,
Team Homeshift
I ended my contract with Homeshift as moved out of flat
I ended my contract with Homeshift at the beginning of July and was due a refund of over £500.4 phone calls , several emails and 3 months later I have still not received by refund and am now being told they cannot process any refunds due to their energy supplier pulling out of the market.
October 14, 2021
Unprompted review
Reply from Homeshift
Hi David,
Firstly, we would like to thank you for your patience and your custom with Homeshift, powered by Colorado Energy.
As you may have seen on the 13th October 2021, our current energy partner, Colorado Energy, entered the Supplier of Last Resort (SoLR). Unfortunately, the energy market has been very turbulent, and like many recent suppliers, Colorado Energy has decided to exit the market.
Please be rest assured that OFGEM, the energy regulator, will appoint a new supplier for Colorado Energy’s customers. If you are a current customer your physical energy supply will not be affected and will continue as normal.
Unfortunately, this means we will not be able to process any refunds.
Any balances owed/debt balances, will still be owed. Please continue to make payment as normal until the new supplier contacts you.
In the meantime, Ofgem advice is:
Take a meter reading (date it) - if possible take and save a picture
Don’t switch
Wait for Ofgem to appoint a new supplier
Wait for the new supplier to contact you
If you are in the process of switching?
Ofgem advises that your switch will continue to be moved to the new supplier.
What happens if you are in credit?
If you are a live customer with us, as part of the supplier of last resort process, the newly appointed supplier will protect your credit balances. Please bare in mind that any unbilled charges will be deducted from your account balance.
If you have switched away?
Ofgem will try to appoint a new supplier who will protect the money that's outstanding on closed accounts. Ofgem will need to provide some further clarity in relation to this process.
Best wishes,
Team Homeshift
I am utterly disappointed with the way Homeshift is handling my internet setup
I am utterly disappointed with the way Homeshift is handling my internet setup.
I was told that an engineer would come by on October 12th to set up the internet. Unfortunately, no one showed up and no one even contacted me about anything.
It has been 2 days I am trying to reach to Homeshift for support to get information why anyone has not yet dropped by for the setup. And I still have no clue what will happen. They sold me a router for £75 and I don't know what to do with it.
I requested the setup 2 weeks ago.
How should I rate this for Homeshift?
Please, someone contact me and let me know when an engineer can come as soon as possible so that I can conduct my work through internet.
I am extremely disappointed how Homeshift is taking responsibility here.
Please reach out to me with a solution.
October 14, 2021
Unprompted review
Reply from Homeshift
Hi Mr Mini,
I'm sorry to hear of the issues you are having with your internet set up. We have requested some further details from you so that we can locate your account. We will then aim to get you up and running as quickly as possible.
Best Wishes
Team Homeshift
If I could give 0 stars I would.
If I could give 0 stars I would.
Unbelievable how they have behaved. Pausing refunds to try and get out of paying. Email after email all through September telling me 6 weeks funny how my 6 week deadline falls just as colorado does. I have a recording of my call asking your agent about who actually owes me the money. She clarifies homeshift owe me the refund and not colorado. I ask her to clarify and she does. Now I get an email saying if I've already switched my money may not be protected by ofgem. Absolutely ridiculous to treat customers this way.
**update**
2 weeks later and still no contact. Almost £800 credit due and nothing. Absolutely atrocious that this company is still operating. Taking money and blaming it on the supplier. I paid homeshift, not colorado. Homeshift appointed colorado in 2020 which just proves my previous point that they are hiding behind colorado. So a bill for £157 is paid each month. My bills show a usage of just under £70 hence my switch, so colorado are paid for the supply of said £70 and homeshift hold the remaining which is more than 50%. Copied and pasted responses are not enough.
October 14, 2021
Unprompted review
Reply from Homeshift
Hi Francesca,
Firstly, we would like to thank you for your patience and your custom with Homeshift, powered by Colorado Energy.
As you may have seen on the 13th October 2021, our current energy partner, Colorado Energy, entered the Supplier of Last Resort (SoLR). Unfortunately, the energy market has been very turbulent, and like many recent suppliers, Colorado Energy has decided to exit the market.
Please be rest assured that OFGEM, the energy regulator, will appoint a new supplier for Colorado Energy’s customers. If you are a current customer your physical energy supply will not be affected and will continue as normal.
Unfortunately, this means we will not be able to process any refunds.
Any balances owed/debt balances, will still be owed. Please continue to make payment as normal until the new supplier contacts you.
In the meantime, Ofgem advice is:
Take a meter reading (date it) - if possible take and save a picture
Don’t switch
Wait for Ofgem to appoint a new supplier
Wait for the new supplier to contact you
If you are in the process of switching?
Ofgem advises that your switch will continue to be moved to the new supplier.
What happens if you are in credit?
If you are a live customer with us, as part of the supplier of last resort process, the newly appointed supplier will protect your credit balances. Please bare in mind that any unbilled charges will be deducted from your account balance.
If you have switched away?
Ofgem will try to appoint a new supplier who will protect the money that's outstanding on closed accounts. Ofgem will need to provide some further clarity in relation to this process.
Best wishes,
Team Homeshift
Service centre
My service helper, Rhezy, was really fantastic and patient person. Her process was very clear and helpful during the calling.
October 13, 2021
Unprompted review
Reply from Homeshift
Hello DJ,
Thank you so much for taking the time to leave such an amazing review!
Our team are working so hard at the moment and it really makes our day to receive such lovely feedback. We will be sure to give Rhezy a huge shoutout and let her know that she is doing a great job.
Thanks again!
Team Homeshift
ALL refunds are on hold
I've recently closed my account and am circa £700 in credit - a significant amount of money. I chased this payment up and was told that all refunds are on hold due to the uncertainty in the market. While I can appreciate this has an impact on Homeshift, they are forgetting the impact this has on us as consumers. Purely because the market changes doesn't mean they can just keep our money and put a hold on ALL refunds. I've requested details to raise this as a complaint this morning so will be interested to see what the response is to that.
UPDATE 1 day later, no resolution and still waiting for further information/escalation as requested.
October 11, 2021
Unprompted review
Reply from Homeshift
Hi Daniel,
Thank you for your review. I am sorry that you have experienced issues with Homeshift. We are eager to resolve this as quickly as possible, so have sent a request to you for more information. Once we have a response to this, we can locate your account and keep you updated on the progress.
Best Wishes
Team Homeshift
A very helpful and friendly call with…
A very helpful and friendly call with Bernard!
My issues were amended quickly and with an outcome even better than I realised I could have.
Thankyou!
October 11, 2021
Unprompted review
Reply from Homeshift
Hi Danielle,
Thank you for your great review. It's lovely to see that Bernard was able to quickly help you (even better than your expectations). We'll pass these comments onto Bernard so he knows he's doing a great job.
Best Wishes
Team Homeshift
Appalling Service waiting over 4 months…
Appalling Service waiting over 4 months for a refund there quick enough to take your money but don’t want to give it back. Fed up of hearing it will be in your account this week!! Would never recommend this company to anyone apart to ofgem
October 9, 2021
Unprompted review
Reply from Homeshift
Hi Julie,
Thank you for your review. I am sorry that you have experienced issues with Homeshift. We are eager to resolve this as quickly as possible, so have sent a request to you for more information. Once we have a response to this, we can locate your account and keep you updated on the progress.
Best Wishes
Team Homeshift
Impossible and unreliable
Impossible to communicate with. We needed to cancel our switch during the cooling off period and they spent weeks telling us they simply “couldn’t” cancel it, no reasoning as to why. Just “for some reason”. Then weeks after giving up and hoping for the best I get an email telling me it’s sorted. Just bizarre and awful.
October 8, 2021
Unprompted review
Reply from Homeshift
Hi Lydia,
Thank you for your review.
I have taken a look at the account and can see that the energy never switched to Homeshift, as such, you have never been a Homeshift customer. You contacted us to cancel the switch, which we were unable to process as we had not been able to successfully take the service. It appears that your previous supplier may have objected to the switch, which we advised you to check with them in our correspondence. We later contacted you, as a courtesy, to confirm that the switch hasn't been successful and your service will remain with your supplier.
I am sorry if any of our correspondence was not clear which has caused this confusion. Ultimately, you requested not to switch to Homeshift and this was indeed what happened.
Best wishes
Team Homeshift
Absolutely abysmal company
Absolutely abysmal company! It has been 6 months since my case was sent to "industry" we were made to pay a £365 final bill for only 2 months of gas and electricity. This was then very quickly sent to a third party where they demanded the money of risk damage to my credit rating.
I paid the bill and the case was then sent off for review which took 1 month, they then agreed after approximately 15 phone calls asking about the overpayment that they owed me £258.96 and that I would receive it in 15 working days. 1 month later and no money paid back.
Every week I call and ask for my refund and now they said there is a fault with there system with refunds! Funny how when I didnt pay I got threatened with a debt collection agency.
I called again today and apparently "there is a hold on refunds since the 4th of September " funny how they never told me this! It's a disgrace that they demand money but even though I've set up a case with ofgem and the ombudsman they still couldn't care less about me. It's ridiculous to be owed money by a company who make excuses insted of giving clear answers.
I still demand my refund. I will take this further.
October 8, 2021
Unprompted review
Reply from Homeshift
Hi Owen,
Thank you for your review. I would like to start by apologising for the amount of time taken to deal with your query and send a response. The UK energy market is experiencing great challenges due to the inflation of energy costs. Because of this,
we are experiencing high levels of customer contact which means it is often taking longer than we would like to get back to our customers.
I can confirm we are in receipt of your details following a recent conversation with the customer service team. We will be in contact with you shortly to address the concerns raised and offer some reassurances.
Further, I am sorry that you have experienced a less than perfect service from us. We are working extremely hard to ensure all our customer service principles are upheld and the customer experience is great.
Best Wishes
Team Homeshift
Bernard was kind and resolved my query…
Bernard was kind and resolved my query quickly, highly recommended
October 8, 2021
Unprompted review
Reply from Homeshift
Hi Marco,
Thank you for taking the time to leave us this great review. It's lovely to hear that we, and Bernard, in particular, was able to resolve your query quickly.
We'll be sure to pass on your kind words to Bernard directly.
Best Wishes
Team Homeshift
Not recommend this company
Not recommend this company.
They are not organised at all.
October 8, 2021
Unprompted review
Reply from Homeshift
Hi Princess,
Thank you for your review. We would love to look into your comments to understand what may have gone wrong, and look to put this right. We've sent a message asking for your details if you could reply and let us know. We don't want any customers unhappy and will do our utmost to change your mind.
Best Wishes
Team Homeshift
Impossible to get a response having…
Impossible to get a response having emailed them numerous times to rectify a bill issue. Phone lines are only open during standard office hours, so not very helpful.
October 7, 2021
Unprompted review
Reply from Homeshift
Hello Jimbo,
Thank you for getting in touch.
We are sorry to hear you have been having some problems getting in touch with us. So we can help you further, we have sent an email via Trustpilot asking for some more account information.
If you can get this over to us when you have the chance and we will be more than happy ot look at your billing.
Thanks again,
Team Homeshift
Edit- Unfortunately we did not receive a response to our email asking for more information, so we can continue to help you further please contact us on hello@homeshift.com
Marichelle was great!
Marichelle was courteous, helpful and knowledgable. She was able to resolve the issue quickly.
October 7, 2021
Unprompted review
Reply from Homeshift
Hello Matthew,
Thank you for taking the time to leave a review and we are so happy to hear that Marichelle resolved your issue quickly.
Thanks again and we hope you have a lovely day,
Team Homeshift
I spoke with Fonseca and she was really…
I spoke with Fonseca and she was really kind and sorted my issue out.
Very happy 😊
October 7, 2021
Unprompted review
Reply from Homeshift
Hello Frank,
Thanks so much for getting in touch.
Our customer service team work really hard on delivering amazing service, so it is great to hear the hard work has paid off.
We will be sure to pass that feedback along to Fonseca and let her know she is doing a great job.
Thanks again,
Team Homeshift
I received a strange email stating that…
I received a strange email stating that I'll have to pay more, so I called to get clarification. I spoke to Rhezy, she was really nice and assured me that the payments are not going to be more than expected.
October 7, 2021
Unprompted review
Reply from Homeshift
Hello Magda,
Thank you for taking the time to reach out to us.
It is great to hear that you have had a positive experience and Rhezy was able to help you with your billing and payments.
We really appreciate you letting us know we are doing a great job and we hope you have a lovely day,
Team Homeshift
Rhezy Lopez was excellent in providing services
Rhezy Lopez was excellent in providing the services that I wanted. She gave me all information that I needed.
October 7, 2021
Unprompted review
Reply from Homeshift
Hello Shahed,
Thank you so much for getting in touch and letting us know that Rhezy was able to help you with your query!
We hold out customer service to a high level so it is amazing to hear stories of our customers experiencing amazing service.
Thanks again,
Team Homeshift
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