Extra Energy: Reviews, Complaints, Login & Contact
Extra Energy ceased trading in November 2018Scottish Power has been appointed by Ofgem to take on supplying Extra Energy's existing customers. Those who have been affected are not obliged to stay with Scottish Power and are free to switch energy supplier should they wish to do so. Our review below has been kept as a reference.
Extra Energy certainly had a lot to shout about. It launched in April 2014 and was the fastest-growing energy supplier in the UK by 2016, attracting 29.4% of all customers that switched gas and electricity suppliers. Read on to learn all about this energy upstart.
About Extra Energy
Birmingham-based Extra Energy offered some of the cheapest tariffs on the market, having seemingly sprung up from nowhere, At the time of its closure it boasted around 200,000 UK customers.
Following five years of rapid growth and profitability in the German gas and electricity market, Extra Energy was launched in the UK in 2014. Part of Extra Holding, which operates companies in the fields of insurance, energy and travel, the supplier had a chequered history.
Despite its refusal to invest in advertising since its creation, Extra Energy frequently appeared in best buy tables, with its one-year dual fuel tariff proving to be the most popular.
However, it also drew the most complaints since league tables began, receiving 1,916 complaints per 100,000 customers in the first 3 months of 2017, according to Citizens Advice.
2. Extra Energy in the news
Despite not investing in traditional media advertising, Extra Energy has certainly made a name for itself. Unfortunately, though, it’s not always been for the right reasons. Let’s take a look behind some of the headlines.
Extra Energy ranks bottom of customer complaint league - June 2017
The results are in - and they don’t look good for Extra Energy. According to Citizen’s Advice, the supplier received 1,916 complaints for every 100,000 customers, the highest figure since records began six years ago.
Customers were also not happy with its billing or ease of contact, scoring two out of a possible five stars for both.
Extra Energy did, however, at least score highly when it comes to switching customers, with 99% of switches successfully completed within 21 days.
New kid on the block Extra Energy shakes things up with cheapest energy deal yet - December 2014
Having only launched in April of 2014, Extra Energy is looking to have a very happy Christmas while piling more pressure on the big six suppliers. The gas and electricity provider claims its latest dual fuel energy tariffs will cost the average household only £937 over a year.
3. Fuel mix
Extra Energy's fuel mix was very similar to the national average at the time of its closure. It got the majority of its energy from natural gas, while its use of coal was 2% higher than the average. Extra Energy’s use of renewable sources, such as solar, wind and thermal energy, was about the same as the typical UK energy supplier at the time.
For eco-conscious consumers out there, we recommend taking a look at some of the green energy suppliers out there, such as Ecotricity, Ovo Energy or Bulb. These providers, unlike Extra Energy, offer tariffs that source 100% of their electricity from renewables.
Extra Energy extra services and schemes
Simply supplying energy at a low price isn’t enough to stand out from the competition these days. Let’s take a look at some of the extra services and discounts Extra Energy offered its customers.
1. Extra Energy Warm Home Discount
Extra Energy was one of the suppliers signed up to the Warm Home Discount scheme, a one-off rebate of £140 towards electricity bills for the most vulnerable in society.
This discount is applied directly to the customer’s bill, rather than paid into a bank account or building society. For more information and to see if you may qualify, take a look at our dedicated Warm Home Discount guide.
2. Extra Energy Smart Meter Rollout
Extra Energy began installing smart meters for its customers in April 2018, as part of the government’s pledge to bring the technology to up to 53m homes and small businesses across the UK.
Extra Energy tariffs and prices
What types of tariffs were available?
It can often be a bit of a minefield trying to work out which energy tariff to sign up to. Extra Energy made this decision a lot simpler, by offering just three fixed rate tariffs with monthly or quarterly payment options.
We've outlined these tariffs below. To see a full price breakdown and comparison, visit Extra Energy tariffs.
|Tariff||Price fixed for||Payment method||Features|
|Jewel Fixed Price||1 year||Direct debit or bill||• Prices fixed until October 2019
• Exit fee of £50 (per fuel)
|Bright Fixed Price||2 years||Direct debit or bill||• Prices fixed until July 2020
• Exit fee of £50 (per fuel)
|Clear Fixed Price||3 years||Direct debit or bill||• Prices fixed until September 2021
• Exit fee of £50 (per fuel)
How can I contact Extra Energy?
As Extra Energy is no longer in operation, former customers should instead get in touch with their newly appointed supplier, Scottish Power.
Contact Extra Energy by phone
Following its closure, Extra Energy customers were transferred to Scottish Power. If you're a former Extra Energy customer who wants to get in touch with your new supplier, you can contact them using the details below. We have also included the old Extra Energy contact details, for reference.
|Query||Scottish Power contact numbers||Opening hours|
|Small Business: customer service||0800 040 7002||Monday to Friday, 8am-7pm; Saturday 8:30am-1pm|
|Small Business: Get a quote||0800 22 44 00||Monday to Thursday 9am-5:30pm; Fridays 9am-5pm|
|Commercial Customer Service:||0800 074 0052||Monday to Friday 9am-4pm|
|Commercial: Brokers and Consultants||0800 074 0025||Monday to Friday 9am-4pm|
|Commercial: Switch/get a quote||0800 074 0052||Monday to Friday 9am-4pm|
|Power cuts||105||Freephone 24/7|
|Gas Emergencies||0800 111 999||Freephone 24/7|
|Department||Extra Energy Contact Number||Opening Hours|
|General Enquiries||0800 953 4774||Mon-Thu: 9am-5pm; Fri: 8am-7pm, Sat: 8am-2pm|
Contact Extra Energy online
Following the supplier's closure, Extra Energy's website, Facebook and Twitter accounts are no longer active. Contact Scottish Power to get in touch with your newly appointed supplier,
Extra Energy login
As an Extra Energy customer, you were automatically given access to the My Extra Energy web portal. Among other things, you could use your Extra Energy login to:
- Make a payment
- View your billing history
- Keep track of your energy use
- Manage your direct debits
- Send meter readings
Scottish Power offers a similar service with its own customer portal.
Extra Energy reviews
As much as Extra Energy ranked highly for its cheap tariffs, judging from reviews online, its customer service left a lot to be desired.
Customers who left reviews on consumer platforms such as Trustpilot, Facebook and Google complained mostly about its billing system. Some users reported never once receiving a paper bill from Extra Energy, so they had no idea how much energy they had been using or the price per kWh. Some customers stated that this continued for up to a year, even after contacting Extra Energy directly.
Another reason for customers leaving negative reviews was the difficulty in getting out of a fixed-term tariff. It may seem obvious to think that once your yearly contract is up, you can leave the supplier or switch to another contract.
Extra Energy worked a little differently and required customers to alert the supplier three months before the tariff plan is due to end. Some complained that once their initial contract was up, they were automatically rolled over to a different year-long contract at a higher fixed rate.
The standard procedure when a fixed-rate tariff comes to an end is that the customer will typically be put on to a non-binding 30-day rolling contract. Usually, this is a standard variable tariff, where you will pay more than previously.
In the case of Extra energy, reviewers reported that once their initial fixed-term contract was up, it was almost impossible to get out of the new contract they had been placed on.