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Enstroga UK - Reviews, Tariffs, Account Login & Contact 2018

Name   Enstroga Energy

Headquarters   Nottingham, England

Founded   2015

Slogan   Your electricity and gas supplier

Information about Enstroga





Enstroga is the UK arm of a German subsidiary which was founded in 2012. It has branches in Germany, Portugal, Austria, Spain and the Netherlands.

Reviews

Enstroga energy logo
source: Enstroga

If it had a tagline it might be “big in Europe, bad in the UK.”

Enstroga Energy has only been operating in the UK for a few years and while it has gained a lot of customers thanks to its low prices, it has already got a lot of customers’ backs up with its poor customer service.

This European giant is popular in its home country Germany, where on big review sites, such as shopauskunft.de, it has 4.6 out of 5 stars. However, this success doesn’t appear to have translated to its UK arm where only 14% of its customers feel that they are receiving good customer service.

In fact, we have struggled to find any genuinely good Estroga Energy reviews. Customers generally complain about the lack of contact from the company: missing welcome emails, waiting on the phone for hours trying to get through, being cut off by customer service, and no callbacks. Enstroga isn’t exactly shining at the moment, when it comes to doing right by its customers.

Curiously, the company has recently joined up to be part of the Energy Switch Guarantee, a scheme designed to help customers feel more secure when switching energy company. However, customers have also reported a host of problems with Enstroga’s switching process, including being blocked from switching from Enstroga to another company.

Interestingly, a large number of Enstroga’s new customers seem to have switched over from Iresa Energy. Iresa Energy was a beleaguered energy company that was shut down last month due to terrible customer service, and as far as we can see Enstroga could be heading down the same route: great prices but subpar customer service.

Overall, although Enstroga has appealing prices we’d say that you might be better off going for one of the cheap suppliers such as Avro Energy or Pure Planet Energy that are more established or have better customer service. At least, until Enstroga Energy gets their act together and starts providing the service their customers deserve. After all, they have one job, to bill.


Account login


Enstroga login page screenshot
source: Enstroga

Enstroga does have an online account, but much like their website we have heard reports that it is too basic and riddled with problems - that is when it is working at all.

Strangely enough, it seems like unlike most companies, you can’t check your billing using Enstroga Energy’s online portal. This of course begs the question, what exactly can you use it for?


App

Enstroga Energy doesn’t have a mobile phone app for iPhone or Android which is surprising for an international company which has arms all over Europe - they are really trailing behind in the technology stakes.

Any customers who are used to having quick access to their energy account through an app such as Powershop Energy, Lumo Energy or Usio may find the transition difficult.


Tariffs & Prices

Enstroga has only just started supplying dual fuel tariffs as before it was an electricity only supplier.

The system of tariffs at Enstroga Energy is simple and straight to the point. The company has three main tariffs which cover the basic types of tariff found in most energy companies. They have an electricity only 12 month fixed tariff, a dual fuel fixed tariff and a variable tariff.

Both the electricity only and the dual fuel fixed tariffs have exit fees - £25 on the electricity only tariff and £35 per fuel for dual fuel. This means that leaving your tariff early could have some expensive consequences.

At the moment Enstroga doesn’t have any tariffs for prepayment customers or people who have economy 7 meters.

Easy Electricity

  • Electricity Only
  • Fixed Contract (12 months)
  • Monthly fixed Direct Debit
  • £35 exit fee per fuel
  • £25 exit fee per fuel
  • Annual statement through email

Energy for Life

  • Variable tariff
  • Monthly fixed direct debit
  • Payable by cheque, internet banking or debit card/credit card
  • No exit fees
  • Annual statement

Dual Gold

  • Dual fuel
  • Fixed Contract (12 months)
  • Monthly fixed Direct Debit
  • £35 exit fee per fuel
  • Annual statement through email

Enstroga don’t have the cheapest prices on the market. However, they do have fairly competitive pricing when compared to the market overall which is what the majority of their customers are looking for. Of course, the sacrifice in their case is good customer service - most likely due to a lack of staff on the other end of the phone.

The prices of the tariffs will vary depending on where you live in the 13 different pricing regions, your usage and the insulation in your home.


Bills

A calculator and a lightning bolt

The majority of the complaints about Enstroga Energy are related to billing.

Enstroga currently only has the option to pay by direct debit.

This means that you will be paying a fixed, regular amount which is spread equally across the year based on your annual usage. The amount can fluctuate according to your consumption and this is calculated from the meter readings you provide.

If you have not provided your meter readings, Enstroga will estimate your bills from the last readings held or information retrieved from the national database including any additional information you may have provided.

However, many customers have not received a bill at all from the company and when they have tried to contact them with regards to inaccurate bills they haven’t been able to get through to a customer service advisor. This has meant that many customers have ended up with their accounts in credit by hundreds of pounds. However, here at Selectra, we have serious doubts about Enstroga being able to process these credits efficiently and pay people back in timely manner.

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Energy Mix

Enstroga Energy isn’t a 100% renewable energy supplier. Nevertheless, their fuel mix tells us that they are using an average amount of renewable energy. Here at Selectra, we are big fans of green energy and it is becoming increasingly cheaper than coal, which makes up a large percentage of Enstroga’s energy mix. At 13.5% they use nearly double the amount of coal than the national average. They do, however, use nearly half the national average of nuclear energy at 11.3%.

Customers who are eco-conscious might want to try out some of the cheapest renewable energy providers or check out some of our Selectra favourites like Tonik Energy or Bulb Energy. You might also want to check out our tips for saving electricity which are great even if you aren’t with a renewable energy supplier!


Meter Reading

As with any supplier, customers should submit meter readings once a month, preferably about 5 days before the bill is due during the month.

With Estroga you can submit your meter readings through the online portal, although many customers report not getting feedback from their meter readings or these meter readings being ignored, so we would definitely recommend keeping an eye on your bills to make sure that the numbers are accurate.


Smart Meters

We were disappointed to see that there was no information about smart meters on Enstroga’s webpage. We assume that, for the moment at least, the company won’t be installing them.

By 2020 all energy companies should make sure that all of their customers have smart meters installed in order to fulfil new government guidelines.

If you are a customer who already has a smart meter you can still switch, but should note that you will most probably lose the functionality of your smart meter which will go back to being a normal or “dumb” meter. This means that you will have to return to doing meter readings manually.


Moving home

If you are moving home you can contact Enstroga by phone to give them your final meter readings. This is something that you must remember to do before you move house in order to close your account and so that you can pay your final bill, or get a refund if their estimation was off.

At the same time, if you wish to stay with them as a supplier, they can set up the supply for your new home before you move in, making sure that you don’t end up paying more than you should.

Enstroga is part of the Energy Switch Guarantee which means that switching to them should take no longer than 21 days, you’ll never have to pay for the same energy twice, and any overdue credits are supposed to be returned within 14 days of your final bill.


Warm Home Discount Scheme

Enstroga currently isn’t a part of the The Warm Home Discount scheme as they don’t have more than 250,000 customers.

The Warm Home Discount scheme is a programme backed by the UK government to assist in paying for your energy bills. Customers can get up to £140 discounted from their energy bills during the period of October to April.

However, even if you’re not eligible for the warm home discount, there are still lots of other discounts that you may be able to apply for to save money on your bills, and energy saving devices you can use to cut your bills.


Business Tariffs

Enstroga Energy doesn’t currently supply energy to businesses, only to domestic customers.

Customers looking for business energy tariffs could try companies such as Haven Power, Octopus or Ecotricity.


Complaints

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If you have a problem with Enstroga Energy you can contact them to start a complaints procedure.

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.

Send an email to their Customer Services Team at hello@enstroga.co.uk

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

Usually, in these cases, they will aim to resolve your case in under 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 intervene on your behalf.


Contact

Enstroga can be contacted in the way that is most convenient for you. You can get in touch by phone, email, post or social media.

To check out their current deals on tariffs, you can visit their website to sign up.

If you'd like to contact Enstroga Energy UK for general enquiries or for complaints then you can contact them on the customer services telephone number below or login to your account.


blue telephone

Enstroga Contact Number
Please check with your provider if you don't know how much a call will cost.
023 9227 5030
*Monday to Friday: 8am-8pm

Enstroga Address

Enstroga
St Ann's Hill Road,
Nottingham
NG3 4GN

GnERGY Email

hello@enstroga.co.uk

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