Welcome Energy Reviews 

Welcome energy only seem to do one thing, and they seem really bad at it.

They've been handling the billing in my residential building for years and we've been stuck in contract with them for ages - still trying to get out of it, but the terms agreed by our management company were terrible.

Basically, welcome energy regularly issue the wrong bills, and then days later credit those bills and issue new ones. It's utter chaos.

For example, on the 1st of April they issues us a £1,200 energy bill for the quarter (for a 2 bed!) and then this morning, a day later, credited that and issued a new one at £540.
Chaos.

What if I'd paid the first? Would I get money back?

Outstanding customer service by Tushar

Excellent customer service! I spoke with Farhad who was very professional, friendly and went above and beyond to answer all my questions.

Farhad was very helpful, polite and answered all my questions! Would definitely recommend this company thanks to him!

Farhad has been super helpful and friendly, very happy with the service

Initially had a bit of difficulty understanding Sant but he was patient and did exactly as required. My query was dealt with efficiently and quickly. I was kept informed at all time. Thank you

Completely opaque charging, service staff cannot explain charges.

They added a back-charge relevant to 3 years which were prior to when i moved in.

Their automated meter read system never collects meter reads.

Did not respond to the complaint.

Awful service , communication and website

I recently spoke to Tushar regarding my heating and hot water bill, and I’d like to commend him for his excellent service. Tushar was very helpful throughout the call, answering all of my questions clearly and with patience. He ensured that I fully understood the details and took the time to explain things in a way that was easy to follow. His professionalism and friendly demeanour made the experience very pleasant. I appreciate his assistance and would be happy to deal with him again in the future.

Had a very good experience with this company. I spoke with Ritto, one of the managers there, who answered all enquiries that I had and explained my bill in depth which I appreciated. Great customer service

Really clear communication and quick support from Tushar!

Jayesh from welcome energy was very kind, efficient , patient and extremely helpful and solved an issue that no one else has been able to.
Jayesh is an asset to the company .

My prepayment card wouldn't work when I went to top it up, I rang welcome energy and was told to try a different paypoint or go online. I asked for another card and was informed it would cost £10. Looks like this pensioner won't be having any heating on

Had a great meeting with my account manager Farhad. He answered all my queries clearly and walked me through Welcome Energy's processes. Happy to have such a proactive and efficient account manager!

Tusar was very professional, helpful and friendly. A hood first customer experience

I'm very unfortunate to be living in a communal heating accommodation where Welcome Energy 'manage' the hot water. Their rates are too high to provide what is essentially hot water in your home, they do nothing else but that yet their charges far exceed anything I've ever had to pay before anywhere else I've lived before.

I also did not ask for this company to provide my hot water and got lumbered with them through a housing association who had no right to put these people in place because they are not Ofgem regulated and so they can do what they want, when they want in regards to tariffs, contracts and now back billing.

They have had the nerve to back bill the entire community (160 homes) for up to 5 years because apparently we were not paying the correct rate all that time, let me be clear the 'rate' was given to us by them & went up and down during the 5 years, we even got letters on the 'new rates' every year and only now has someone spotted the rate has been wrong since day 1 of us living here the past 5 years.

imagine the level of incompetence of a company to do this and the nerve of a company to then reach out to customers as if this is our fault. As customers we paid our bills on time for 5 years at the rates quoted to us and suddenly this isn't right & the company then looks for customers for a 'shortfall' and for their own misgivings in their accounts/billing/contracts department.

As I said above Ofgem don't regulate them & someone in the company even outright said this to me that because they are not regulated by Ofgem they can back bill us in this way.

Their website 'values' state

Respect
We treat our customers as we would wish to be treated ourselves.

Clarity
Customers are kept in the loop at all times, with no surprises. Tariff structures and customer charters are clear and concise,

These values are just words, the tariff structure was wrong for 5 years apparently. None of these 'values' are followed based on my experience with the company.

Believe me when I say this that I have said nothing that is untrue, none of this is a lie.

1 star isn't low enough for this mismanaged non Ofgem regulated company.

The call was efficient to address all my questions

The advisor was super helpful.
We have had an issue for a few months and Tushar was able to support us on the call to get everything we needed to resolve the issue

Keep away of this company! The increase the prices double without telling people that they will increase, for 3 months they charge me 550.00 if you don’t paid the amount on time they will charge you 25£ extra, they proper scammers….