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Better Energy - 2020 Reviews, Login, Tariffs, Contact & Bills

Initially only supplying gas to the Midlands, now Better Energy is a UK wide supplier. They have recently acquired the licence to supply electricity to their customers, but it will be some time before this service is available. Their motto is “Same Energy, great price” and aim to provide a simple, uncomplicated service to their customers. Due to their small size and low overheads, they pass on lower prices to their customers.


Better Energy Reviews

Currently, Better Energy has generally positive reviews.

One of the biggest concerns of customers when they switch supplier to a smaller energy company is that they will experience bad customer service.

According to customer opinions online, Better Energy is bucking the trend and not only providing customers with cheap prices but also fantastic customer service.

Switched to better energy from British Gas, easy and straightforward process. Will use again.

While there are other energy companies which have higher ratings on Trustpilot, such as Bulb Energy or So Energy, the company is managing to hold its own in an increasingly competitive market and is still doing much better than many of the big six suppliers who generally scrape the bottom of the barrel with regards to customer ratings.

The company has twelve reviews on Trustpilot where they have 67% ‘excellent’ and 27% ‘good.’ Customers generally leave positive feedback on both the service they have received, and the prices.

All sources seem to indicate, that at least for the meantime, the customer service provided by Better Energy is generally satisfactory. Customers say that their switch was carried out easily and that they were happy with the frequency of communication and billing.

Better Energy Reviews trustpilot score
Source: Trustpilot

There is only very negative review of the company and one which might send a warning to potential customers thinking about switching to Better Energy.

A customer claimed that Better Energy set the direct debit artificially low when they signed up to the contract. Selectra often finds that this is pretty common practice with some of the less reliable suppliers (which includes some of the bigger companies!) as a way to reel customers in, thinking that they are on a fantastic cheap tariff only to discover later that their direct debit suddenly rises and there is nothing they can do about it.

One way to avoid this is to make sure you give accurate information at the beginning of your contract, if possible giving actual usage data. If that is impossible make sure they don't underestimate your usage by providing the most accurate description that you can.

While their customer service on the telephone has good reviews, another complaint customers had was that they would also like to be able to log into their Better Energy accounts and manage them online, and this is a service which the company currently does not provide.

Overall while there is very little data available it appears that Better Energy have made a good start on the customer service front and there is nothing particularly alarming in any of the reviews that we have seen. We would recommend checking them out but also comparing Better Energy to some of the other independent suppliers who are equally as cheap, if not cheaper, and have more of a proven track record.


Prices & Tariffs

Better Energy offers five main tariffs. There is one prepayment tariff and four are available as direct debit. While they aren't the cheapest supplier at the moment, their tariffs are generally good value for money and are among some of the cheaper deals available at the moment meaning that by switching to one of their tariffs customers could potentially save money on their average gas bill.

  • Online Fixed
  • Fixed rate for 1 year
  • Pay by direct debit or receive bill by email
  • Postal Fixed
  • Fixed rate for 1 year
  • Pay by direct debit or receive your bill by post
  • Online Saver 7
  • Variable rate
  • Pay by direct debit but receive your bill by email
  • Postal Saver 7
  • Pay by direct debit or receive your bill by post.
  • No exit fees

In order to get an idea of the average gas bill you can have a look at the estimates for the 13 price regions. However, your actual bill will usually be based on an estimate of your use, the region where you live and how you pay your bill. The easiest way to get a current personalised quote to see which of these tariffs would suit your needs best give us a call.

Below you can see the tariff label information (TLI) for Better Energy’s Online Saver 7:

Standard variable TLI
Region Gas price per kWh Gas yearly price Standing Charge per day TCR
Northern Scotland 3.234p £404.25 15.75p 14.89p
Southern Scotland 3.234p £404.25 15.75p 14.89p
North East EN 3.234p £404.25 15.75p 14.89p
North West EN 3.234p £404.25 15.75p 14.89p
Yorkshire 3.234p £404.25 15.75p 14.89p
Merseyside & N Wales 3.234p £404.25 15.75p 14.89p
East Midlands 3.234p £404.25 15.75p 14.89p
West Midlands 3.234p £404.25 15.75p 14.89p
East EN 3.234p £404.25 15.75p 14.89p
South Wales 3.234p £404.25 15.75p 14.89p
London 3.234p £404.25 15.75p 14.89p
South East EN 3.234p £404.25 15.75p 14.89p
South West EN 3.234p £404.25 15.75p 14.89p

Last Updated: April 2018

Having just one nation-wide rate makes the pricing plan much simpler and more straightforward than with many other companies.There is no comparison for dual fuel because the company currently only provides gas.

Compare Energy Prices

Bills

The most common way to pay your bills with Better Energy is to set up a Direct Debit.

The bills can be paid by direct debit, cheque, cash or postal order and can be paid monthly or quarterly.

However, with Better Energy the way that you pay will directly affect how much your bills will cost. Customers are rewarded for keeping their account in credit. There is a 0.084p per kWh discount. Customers can also recieve a discount on the charges on each statement equivalent to 3% per annum on your average credit balance so it's well worth making sure that you pay your bills on time.

There are also discounts for managing your account online. If you pay by direct debit and receive your bills by email you can get further reductions of 5.25p per day.

Customers who wish to receive their bills by post should know that their options will be more limited as the Postal Saver 8 is the best option available but this tariff is only available as a variable rate contract.

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Meter Reading

There are three types of meters that you may have in your home. Imperial meters, metric meters and dial meters.

If you have a dial meter then you should read each of the dials individually from left to right. Otherwise with both the imperial and metric meters you need to remember to include any of the zeros that come before the first number and ignore any of the numbers that come after the decimal point.

You can submit your meter readings on a dedicated page on the Better Energy website or if it is more convenient for you it is also possible to submit your meter readings by phone.


Better Energy Business Tariffs

Better Energy also provides a range of business tariffs to suit your Business needs whatever its size. The company provides business tariffs for customers whose annual usage is below 75,200 kwh. The service includes the installation of an automatic meter reading device to make providing them with information hassle free. For businesses which use more than this, they offer an energy brokering service.

Commercial Fixed Jun19 10 – Actual DD

Fixed until June 2019. For commercial customers with a credit meter, using 73200 kWh or less per year, paying by direct debit for their actual monthly usage and receiving bills by email.

Commercial Fixed Jun20 2 – Actual DD

Fixed until June 2020, for commercial customers with a credit meter, using 73200 kWh or less per year, paying by direct debit for their actual monthly usage and receiving bills by email.

Commercial Saver 8 – Actual DD

Variable Tariff. Applies if you have a credit meter, use 73200 kWh or less every year, pay by DD for actual usage and receive bills by email. This is the default tariff when you are on one of their online DD tariffs and your fixed term period ends.

Commercial Saver 8 – Actual Bank Payment

VAriable Tariff. Applies if you have a credit meter, use 73200 kWh or less every year, pay by bank payment or cheque for actual usage and receive bills by email. This is the default tariff when your fixed term period ends.

Commercial Postal 8 – Actual Bank Payment

For commercial customers with a credit meter, using 73200 kWh or less per year, paying by bank payment/cheque for actual usage and receiving bills by email. This is the tariff that will apply if you move into premises where Better Energy are already the supplier.


Better Energy Priority Services Register

Better Energy commits to providing a better service for its elderly, sick or customers with disabilities. The Priority Services Register highlights customers who may need extra assistance and provides them with additional services free of charge.

Free Services which are available include:

  • Setting up a password that can be used for another person to act on your behalf when you need it.
  • The ability to send your bill to another person (with their previous permission)
  • A free meter reading once a quarter for those who are unable to do it themselves.
  • If you cannot reach your top up meter due to immobility, then the company will move your meter to a more accessible place free of charge.

So, whether you are looking to provide help to a family member who is having difficulties with their gas bills or are looking for help for yourself, find more information about this service on Better Energy’s webpage.


Fuel Mix

Better Energy is a gas only supplier. which means that if you want a dual fuel accont then you will need to find another supplier simply for electricity or go to a supplier which can provide both gas and electricity.

The UK currently gets 43% of its gas from the North Sea and the East Irish Sea.

We also import 44% of the gas we use via pipelines from Europe and Norway. The remaining 13% comes in to the UK by tankers in the form of Liquefied Natural Gas (LNG).


Complaints

Generally Better Energy customers are happy with the customer service provided with the company. In fact this year Better Energy broke its own record and in April to June received its lowest number of complaints in over a year. They had just 64 complaints raised per 100,000 customers. Last year they resolved all of its complaints within 8 weeks.

As well as working to resolve individual complaints, they analyse their underlying causes to try to avoid them recurring. The list below shows the five most common subjects of complaints in the last quarter and what they are doing to improve their performance.

The most common complaints that Better Energy received were about the timely delivery of bills and statements, accuracy of bills and statements, high prices and prepayment meters. Better Energy claims that it has tried to put measures in place to address these reocurring concerns.

If you do have a complaint there is a specific complaints procedure that you have to follow. You can make a complaint in person, on the phone, in a letter or by email.

When you contact their customer service they will try to resolve your problem by providing you with an apology, action and compensation if they feel that is appropriate.

If one of their customer service agents can’t resolve your problem then you can “escalate” your complaints to one of the dedicated customer service managers who will try to resolve your case as quickly as possible.

Usually, in these cases, most companies will aim to resolve your problem within 4-8 weeks.

If your complaint isn’t resolved in 8 weeks you can ask for a “deadlock” letter and take your complaint to the energy ombudsman who will then intervene on your behalf.


Moving Home

If you are moving home you must contact Better Energy by phone them to give them your final meter readings. They just need a few details from you: the date you’re moving, the meter reading from the day you moved out and your forwarding address.

At the same time, if you wish to stay with them as a supplier, they can set up the supply for your new home and offer you a new contract.


Warm Home Discount

Better Energy has less than 250,00 customers and also doesn't offer dual fuel so they don't qualify to give the Warm Home Discount scheme.

You may find that just by being on one of the cheaper tariffs with Better Energy you may save more than if you have the Warm Home discount with one of the bigger suppliers. You can also save further by having your bills delivered by email and paying by direct debit.


Better Energy Contact

If you'd like to contact Better Energy for general enquiries or regarding one of their tariffs or offers, you can get in touch by phone, email or post. Currently they don't have any social media accounts

To get a better idea about what they have to offer you, you can visit Better Energy’s website to browse the tariffs that they currently have available.

According to customers it's easy to get in touch with the company on their local number. It's not free to contact the UK call center but at least you won't have to spend a fortune.

The opening hours are quite extensive during the week but are closed at the weekend.

blue telephone

Contact Number
Please check with your provider if you don't know how much a call will cost.
0115 846 0438
*Monday to Friday: 9am-5pm; Saturday & Sunday: Closed

Send a letter to...

Better Energy 10 Castle Quay
Castle Boulevard
Nottingham
NG7 1FW

Or get in touch by email

service@better.energy