Welcome Energy Reviews 

Really helpful customer service, quick responses.

Helena was very helpful in the change of tenancy process. I really appreciate her assistance. The new platform is fantastic—extremely efficient and clear, especially when compared to other energy companies. Thank you, Helena!

Was amazing to speak to Lexi about the company’s offering. She not only understands the business but also where it sits in the context of the industry at large. More importantly she’s able to communicate it all in layman’s terms! Thank you!

STAY AWAY!
YOU HAVE BEEN WARNED.

I just got a bill for heating and hot water for three months for £300. Bear in mind that I had to keep all windows open because of how hot the flat gets during the summer, so £300 for three months of only hot water usage for two people in a tiny flat.

Of course, they can't provide a breakdown of my usage, nor any information for that matter.

This is my situation whenever they decide to bill me. Sometimes sending multiple bills at once and they love to "adjust" the tariff; even once they already billed you for that period.

Make this make sense.

One star because I cannot give less but really is more like a -5.

Nightmare to deal with, customer service will ignore you. Their system is ancient, if it ever works. avoid at all cost

had a wonderful experience speaking to costomer care team who very diligently did their job and answered all my queries.

Support was real quick. Had really good experience with welcome energy.

I have recently been dealing with an issue of an outstanding balance on an old account due to an incorrectly issued bill. Farhad has been incredibly helpful in dealing with this, very prompt to respond to all emails and professional but friendly manner. Farhad was very pragmatic in resolving the issue.

I can highly recommend working with Welcome Energy. We have over 500 flats that are being billed by Welcome Energy and whilst our partnership with WElcome Energy has not always been great, Farhad has been helpful.

We have gone through a very complex period of change with Welcome Energy in taking on the metering of one of our district heating systems.
Our Account Manager Lexi Williams has been continually working to provide us a high quality service and has been responsive and proactive in seeking solutions to unexpected problems and rapidly responding when things have gone wrong. Her collaborative approach with Welcome Energy's own technical teams and the technical knowledge both she and us has been able to access from colleagues such as Nilash has been impressive and greatly appreciated.

I am beyond frustrated with the utterly unacceptable billing and communication practices of Welcome Energy! For anyone considering their services, I strongly urge you to look elsewhere!

I have not been receiving any invoices or correspondence from this company until recently. Two weeks ago, I was shocked to receive an invoice dated January 31st indicating that I owe a staggering £1516.85. How is it possible that I haven't been receiving these invoices regularly? Additionally, I have received no emails/letters from them regarding my billing. This lack of basic communication is completely unacceptable.

When I called customer service, I was informed that these invoices are supposedly from 2021 when I moved into the flat. If that's true, why am I only receiving them now? This kind of inefficiency and lack of transparency is beyond frustrating.

To make matters worse, I was told that another invoice would be issued to cover the period from March 2023 to February 2024. Why am I not receiving these invoices monthly? Every other service provider sends monthly invoices, allowing customers to manage their payments effectively. Instead, I'm expected to pay huge amounts in one go without any prior notice.

This company’s practices are causing unnecessary financial strain and stress. They refuse to adopt customer-friendly practices like monthly invoicing, which is standard everywhere else. Furthermore, they bill without providing any supporting documentation, adding to the confusion and mistrust.

I requested a discount and a structured payment plan due to their negligence, but their response has been slow and unsatisfactory. I can't emphasize enough how important it is to avoid this company at all costs. Save yourself the headache and choose a more reliable and customer-oriented service provider.

I am writing on behalf of Fraser and Co to express our appreciation for the outstanding service provided by Farhad at Welcome Energy. As we manage over ten portieres in Printwork, London, the efficiency and responsiveness of our utility provider are crucial to our operations.

Farhad's exceptional skills in managing operations have significantly accelerated our inquiries and ensured a smooth process. His dedication and professionalism have been invaluable to our team.

Please extend our gratitude to Farhad and acknowledge his excellent performance. We look forward to continuing our successful collaboration with Welcome Energy.

Best regards,

Failed to answer my question when asked and then closed the case. Simply trying to find out what my customer number is because the company chooses to use different terminology on bills from what they use on correspondence making it unnecessarily complicated.

I have sold my property in November and forgot to inform Welcome Energy. After I have received a payment due reminder in May and called Welcome Energy, Lexi answered immediately and help me out throughout the process and sort it very smoothly.

Housing association had contract with this company. We had to pay service charge regardless of usage. I turned off at the fuse board so had no access to heat or hot water to test this company. There was no usage figures. They turned off the flow before December. However, they kept taking the direct debit which never appeared on my account. I have asked the OPSS which is the regulator until 2025 ( Ofgem then takes over) to look into this company. I refuse to have to pay alot of money out of benefits for absolutely nothing.

The energy company has provided exceptional service with reliable and efficient energy solutions. Their customer support is prompt and highly professional,making them a trust choice.

Further to my previous post on April 17th, my fears have been confirmed and I still haven't received my refund. This issue began on March 20th and despite being given numerous assurances after speaking with various Welcome Energy staff on the telephone and a long list of e-mail conversations, they have not kept to their promises. Almost two months since I first asked about a refund and they will not pass it on. An absolute disgrace. I have now raised this as a dispute with the Energy Ombudsman.

Bill for hot water on a two bed apartment was £382. Last month it was £13. I have refused to pay the £382 bill as anyone could see it is just not feasible that you can use this amount of waster in a month - especially when you only there for a few days each month. However as they are just a billing agent they can't do anything. The meter has had a hypo. Even when you know you're in the right this is still really stressful to keep getting last demands even when they know it is disputed. It is clearly wrong WE - cancel the bill and get the meter changed