Usio Energy Reviews 

I was planning to transfer my elderly mother’s electricity supply to Usio, based on reasonable prices and reasonable scores here. I had a question about the tariff ad emailed them. Two laters later, no reply. If this is how efficient they are at dealing with enquiries when they want your business, how bad must they be once they already have it? No thanks, I’ll go elsewhere.

Do not deal with Usio. They have not dealt with my complaint and have deleted my comments from their Facebook page. They also don't have a review section with ratings like all other reputable companies. Their engineers have broken my pipes and are not admitting responsibility.

Update on this horrendous company - Usio energy are the most unprofessional company I have ever experienced. I switched my supplier to save money on the condition that I have a smart meter fitted. They caused a gas leak and are trying to say it was an existing one. When we spoke to the engineer he said he thought he'd snapped something and before he started his work he'd carried out a gas test . Surely if there was a gas leak he shouldn't have carried out the work ?! The fitter left and told me I had to fix the problem. He turned off the gas on Thursday and Usio have only come back to me today to then tell me that their promise to pay for this blunder was now not possible! They said that the plumber they called over said it was already there ! A slow leak ! Again, why did their fitter carry put work when there was a gas leak ? Surely isn't that dangerous? I do know that Usio capped our gas and left us without it for 5 days and then have gone back on a promise to sort out and pay for this. We have had to cancel A special party, I've had to feed a 2 year old using microwave meals, we've had to layer up as there's been no heat and have had to use the local swimming baths and friends houses for showers. If we had known after the 5 days Usio were going to change their mind and not pay we would have got a plumber out on the Thursday. We have had a miserable bank holiday weekend and have rest struggled all because we were waiting for Usio to fix their terrible mistake . Please do not go near this irresponsible company . They will cost you far more than than what they will save you.

Excellent customer service. Thank you Lianne

Let me start by saying that my problems were not created by Usio but by the greedy politicians who legislated in such a way that makes it very difficult to move to a new supplier and connect up smart meters fitted by a previous supplier by creating an extra layer or middle man who own the meters. No doubt there a few politions making a killing out of this madness!
On to my review. After 8 months of waiting for my meters to be hoked up or swapped and having to physically read my smart meters manually, Roy appeared on the scene. No stone unturned by this lad! He responded instantly to messages I left out of hours and over weekends. Went over and above to help sort me out. Now, thanks to Roy, I finally have my exsisting meters hooked up to Usio and can monitor my usage once again. If you are reading this Usio boardroom people... Roy is a keeper! He’s been nothing less than superb. He’s bedside manner is also exemplary. Not often I say this when it comes to customer service but... it’s been a pleasure Roy. A rare customer service experience. When things went wrong you were on it like a car bonnet! Other than Roy the company has supplied me with cheap energy without issue (other than the above issue) for 8 months. I’m happy with that.

So far so good. Been live for 5 months, just had another smart meter installed as the one I had installed in Jan 2018 was not compatible, seems wasteful to me.

The app is very basic and not really adding any value, KWh electricity rate on the app used to calculate the cost is not the right rate, so not useful at all

Overall like what they do and the fact it is renewable generation

Early days, but, so far, things gone smoothly as far as Usio concerned. Problems that occurred were at old suppliers' end.
If you need to contact Usio they are quick to respond.
Hopefully things will carry on in the same way

Outstanding! Thankyou very much!

I just wanted to say that so far my experience with Usio has been excelllent from day one, even when requesting support it continues, it seems this is a rarity these days - Thankyou again Roy!

Signed up in March 2018 as was coming to end of my existing contract with one of the big six.

Was sceptical at first but their online portal is simple and effective. Tells me what I need to know at a glance without having to search for it.

The transfer process involved a phone call but was simple and all organised by them with few complicated tariffs.

Agree that they may not answer the phone first time every time but I would rather be told to leave a message than be kept in a queue for ages...

They have always responded to the few emails I have sent without delay.

Small growing company with hardworking people that provide good customer service - keep going.

No Energy company gets everything 100% right all of the time but lets put things in perspective here.

One negative reviewer states he would do better moving to SSE as his supplier well, according to SSEs own statistics, they received a staggering 131,243 complaints between April and June this year and this is supposedly one of the better performing of the large suppliers. I would also suggest he look at Trustpilots reviews of SSE - 81% bad!!

My own experience of the large suppliers is that they are slow to answer the phone, and when you do try to follow up a query you rarely get to speak to the original person and have to explain everything again which is very frustrating. I'm sure I'm not the only one to have experienced this level of 'customer support'

I have been a customer of Usio since April this year and I did have an issue with my smart meter installation not happening when it was supposed to but the customer service team were very helpful, explained they had problems with the third party installation company they were using. They have since changed to a different installation company, arranged my installation and all went smoothly.

What impressed me though was that throughout getting the problem solved, I dealt with the same person who was committed to taking ownership of the issue on my behalf.

I have also since had queries about the smart meter app and they have also been dealt with by one person taking ownership until my queries are resolved.

To me that is what good customer service is all about.

Looking at the other reviews it would seem that Paul gets a lot of praise (lets hope its not going to his head) I have not dealt with him myself but have dealt with Lisa, Sophie and Lianne all of whom are a credit to their company.

So yes Usio are a small company and things wont always be perfect all of the time (but that's life and bigger companies are no different) but I for one am glad to give them my business.

Tried to call to switch over to them, sadly no one answers the phone, so went onto trustpilot to see others experiences. Looks like a very varied service, some excellent and some worse than terrible. I will say quite possibly it was a lucky escape, and may go with SSE or another having read reviews of billing issues, IT issues, appointments not being kept and only two common names raised in praise - you can't rely on it seems Paul (as an example) to run the Company from a service perspective, he seems to try very hard looking at the reviews, but that's not fair on him or the customer to seem to rely on one individual or a small number of outstanding individuals when all the rest surrounding the service does not meet expectation.

After a dreadful experience with my previous provider, I decided to switch, hoping for a cheaper and much more customer focused company.
Usio did not disapoint.
Much more competitive in pricing and 'wowed' me with a great customer service experience. I spoke to Paul who quickly understood exactly what I needed to know and explained everything very clearly.
A great start!

switched after viewing through moneysupermarket
sent in all information and photographs of the meters
3 weeks later after arranging smart meters they cancelled the switch
apparently the gas meter we have they cannot handle????

beware of switching to these small companies, they cannot provide the support that the big company's can

girl who called me and cancelled didn't seem to give 2 hoots about the hassle i now face to go through it all again!!!

Sent to them via the terrible 'zendesk' (always an indicator of poor service) on 3 July: 'Google customers give you one star because of your terrible customer service, i.e. not answering the phones or returning calls. Have you improved since these reviews? Because you seem like very good value to switch to. Thanks.'

Their response: 'Thank you for contacting Usio Energy Supply Ltd!
Our Customer Service team will respond to you as quickly as possible. Alternatively, please call us on 0203 879 4281.
You can also send us more information by replying to this email.
Thank you very much!'

There has been zero response after over a month, but I didn't wait around and went with another service provider. They obviously don't know how to run a business. Bad.

Their website doesn't work, their switchboard breaks up when you call them and they don't understand why it irritates, also their so-called cheapest tariff doesn't allow you to use a smart meter.

Things do go wrong for the very best of companies with the very best of intentions. It isn't about making a mistake; we all make them. it is about what we do to rectify the mistakes we make.
The start of the journey is good, effective communication and Usio have made an excellent start in that direction and long may it continue.

I spoke with a lovely lady called Ana who was extremely helpful and very patient with me considering I was asking many questions and was already past 5pm. She managed address all my questions even if it meant having to confirm with other Usio staff members intermittently. She was very understanding and will happy to address any further concerns I have with her :)

So glad I switched. Seeing a few bad reviews online, but I have to say I've been amazed with the service. They always answer their phones, and their emails are responded to pretty quickly.

Usio agent was very helpful and solved my problem quickly.

The change over to USIO was very straight forward, the only continuing issue I have, and why I can't give 5 stars, was the promise of fitting a Smart meter that still hasn't been done.
When I have had to contact USIO I've always had an almost instant response, even for the strange things like having to change my username as Tesco stopped providing an email service. All of my responses have come from either Lisa or Seema Khatri and have solved the few issues I've had quickly. I chose USIO after much research as although not the cheapest they were cheaper than most including the big 7 but also had good customer feedback. I am extremely pleased I chose USIO.