Switch2 Energy Reviews 

Switch2 have taken over customer service for veolia. Adding a middle man into a system where one didn’t previously exist. When a Veolia engineer failed to show up, the email address veolia gave was not being monitored but there is no replacement switch2 service. The phone number veolia gave is for switch2. The switch2 guys were nice, but couldn’t resolve my issue because they only care about taking your money. They have to send an email to veolia, which for some reason I the customer can no longer do, and wait two hours. Meanwhile I have taken a day of work because there was zero mechanism to respond to veolia about the planned visit because Switch2 don’t do that. So now I am waiting the up to 2 hours it takes veolia to reply to switch2 about my urgent maintenance issue because the system is so diabolically kafkaesque. This change to switch2 has made everything worse. I am sat in my boiling flat, on the hottest day of the year, not getting paid because every part of the veolia and switch2 system is awful. The switch2 guys are lovely on the phone. But you could not ask for worse customer service, because the system they have created does not factor in the customer one bit. Outrageous.

Switch2 have left a response which highlights the issue. While they say they only do billing - clearly the terms of the agreement they have with veolia means they are the only avenue through which we can contact veolia - including today when our hot water went off. If this isn’t what switch2 signed up to, they need to make a fuss with veolia. But at the mo the only people we can contact are switch2. And they are rubbish

Really kind and helpful when discussing payments plans felt no judgment when discussing difficult topic of money and repayments

I had a very positive experience with this company. The customer service team was professional, responsive, and helpful throughout the process. They answered my questions quickly and provided an effective solution to my issue. The service was reliable, and everything was handled smoothly. I would definitely recommend this company to others.

Very well managed call, agent was excellent

Over 48 I’m left with no hot water with a toddler under 2. They cannot get through to their scheduling team, as currently their first appointment is 7th July.

There is a room for improvement within switch2 working standards. I received letter with appointment and make arrangements to be at home on Tuesday and nobody came. When I called the switch2 I was told that I don’t have appointment according to their records. I did explained that I took annual leave to be at home and I’ve got letter from switch2 to confirm appointment. The answer I got is that it was a mistake and(!) my appointment is booked for Friday. When I told I can’t be at home on Friday, person told me that someone will call me to arrange another appointment. Did they call? No! I called within next two weeks and I was told no appointment was available.
A few months later I got a leaflet pushed through my door that they came to check meter and I wasn’t home! I was not informed about it or called by anyway. When I called switch2 to arrange appointment I was told that there is no appointment available and, again, someone will call me with a new appointment. Also, their leaflet is incorrect as says its lines are open at 8am and in fact they don’t open till 9am. On a good note the call back request works well - I received call back within minutes, shame there was no appointments available.

I contacted switch2 regarding the account, call handler was helpful resolving my enquiry

Was very kind and they make appointment very quickly.

Getting through to someone is easier than before, but don’t to how to handle of problem and don’t get back, bill just gets higher and higher in 24 hrs, still waiting to be solved, stressful

Great customer service! I always get my requests or questions answered and sorted swiftly

The advisor took on my report, checked to see if there was any problems in my area and was able to make a next day booking

Helpful member of team called Alia regarding both statements not being emailed automatically as had same issue last month. Hoping issue resolved next month

Very good service, thank you

She was very pleasant and helpful

Alicia was very clear and patient with me to download and set up my heating switch 2app. Well done to her as she put me through on what to do.

Easy and smooth
Thank you