Good Energy
Tariffs, Prices & Fuel Mix

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Good Energy Reviews 2021: customer service, tariffs & more

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As the UK’s first dedicated 100% renewable electricity provider, Good Energy is doing a lot of things right. But how does it fare when it comes to customer satisfaction? We looked through a number of different consumer review sites to bring you a roundup of the best and worst Good Energy reviews, direct from its own customers.

Pros

Easy to switch to according to Citizens Advice, scoring 5/5 stars in this category.
Has excellent reviews on Trustpilot, with an average score of 4.4/5 stars from thousands of reviews.
Offers 100% green tariffs sourced from renewable energy it produces itself.

Cons

Receives a lot of customer complaints according to Citizens Advice, scoring 2/5 in this category.
Did not rank in Which?'s last survey, making it difficult to know exactly what current customers think.
Does not offer the same customer guarantees as other suppliers, scoring 0/5 in this category according to Citizens Advice.

⚖️Good Energy Reviews: An Overview

In line with its own branding, let’s take a look at the good news first. Good Energy has a very respectful overall score of 4.4/5 stars on Trustpilot, one of the UK’s leading consumer review websites.

More than half of over 4,500 Good Energy customer reviews left at the time of writing were a full 5 out of 5 stars or ‘excellent’. Customers were mostly pleased with Good Energy’s customer service and commitment to the environment.

Only 17% of customers left bad or poor reviews, with issues such as billing problems and failure to respond to customer queries being some of the complaints that crop up more than once. This is somewhat reflected in the provider's Citizens Advice score for billing, which at 3/5 stars is not the worst on the market but isn't the best either.

📞Good Energy Customer Service

Firstly, let’s focus on customer service. This is an area where Good Energy generally performed very well in and was the main source of positive reviews from long-term and new customers alike. In particular, older customers and those with English as a second language found its call centre agents to be patient and helpful, offering clear and uncomplicated advice.

Good Energy is a company that I trust - and it is not often you hear that about an energy company. Their customer service is excellent and their tariffs are straightforward. All their electricity comes from renewable sources and the tariffs are not ridiculous when you renew, so you are not forced to find a new supplier! Tracy B, Good Energy Customer, Trustpilot

Trying to get in touch with Good Energy? Take a look at our Good Energy contact page to find the phone number or email you need.

On the flip side, customers who were wrongly billed or told they were unable to switch to another supplier claim to have found Good Energy’s customer service less than helpful, with tales of being transferred from one department to another and long waiting times.

Customer service is appalling. They have repeatedly miscalculated my bill. They have promised to either email me or phone me on several occasions and failed to do so every time. I'm only sticking with them because I believe in green energy, but I am actively seeking an alternative supplier. Gary, Good Energy Customer, Trustpilot

💸Tariffs and Prices

The majority of Good Energy’s customers make their energy provider choice based on Good Energy’s commitment to renewable energy, and this shows in the online reviews of its prices.

I've been with Good Energy for nearly 5 years now, joining them when I had my solar panels installed, choosing them as my feed-in tariff payment people too. They've always been a pleasure to deal with. I might be able to get a cheaper deal elsewhere if I searched, but I'd rather be served by a company I can trust, with energy ethics, and that invest in green energy. Daniel, Good Energy Customer, Trustpilot

Many positive reviews acknowledged that while Good Energy isn’t the cheapest supplier on the market, customers don’t mind paying a premium for the ‘feel-good factor’ of helping the environment in some form.

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🧾Bills and Account Management

According to online reviews, this appears to be the area that Good Energy performs worst in. Some reviews claim to have unknowingly underpaid in their first year and then been hit with extra charges in the second year of their contract to compensate.

Other customers have mentioned the lack of clarity in Good Energy’s billing, with some unsure what certain charges meant, or in rare cases, finding that the charges on their paper statement didn’t match up with that on the online app.

Please move to a green energy supplier but don't use this one. My experience was terrible, very expensive, poor billing. This company dragged me into debt with their price rises, spent many months overpaying to get rid of the outstanding balance. Only to find, even though reassurances by them I would be finally clear, went to leave only to find my final bill left me with another debt to pay. This company caused me to be in fuel poverty. Please look elsewhere! Stephen, Good Energy Customer, Trustpilot

An area where customers gave Good Energy kudos was its commitment to eliminating the physical paper trail through its online portal and smartphone app. From here customers are able to view bills and statements, make payments, monitor their usage and contact the supplier.

Yes, at first there were a few teething problems with the billing, and there were some staffing shortages which impacted on their response times. However, now the new app and improved customer service (which was always good anyway) has made Good Energy an all-round good supplier. Claire, Good Energy Customer, Trustpilot

📢Good Energy Complaint Handling

Based on Good Energy’s own data, we can see that the energy firm received 1,232 complaints in the final quarter of 2020 (1 October - 31 December). Of these, just 53% were dealt with on the day of the complaint, while 85% were resolved at eight weeks, the point where customers can escalate their grievance.

The most common reasons for domestic customer complaints are:

Billing
Payments
Switching
Metering
Customer service

How does Good Energy compare to other suppliers when it comes to customer satisfaction? In the most recent Citizens Advice survey, the supplier ranked 25th out of 35 suppliers on the market, with a final rating of 2.65 from a possible 5 stars.

Citizen's Advice Customer Service Ranking: Top 10
Rank	Energy Supplier	Rating
1	Igloo Energy	4.4
2	M&S Energy	4.4
3	Outfox the Market	4.4
4	Co-operative Energy	4.15
5	Octopus Energy	4.15
6	Goto Energy	4.06
7	Green	4.05
8	EDF Energy	4
9	Affect Energy	3.85
10	Zebra Power	3.75

Information from Citizen's Advice Last Updated May 2021

In Good Energy’s defence, the supplier has promised to work with customers to put measures in place to reduce billing errors and delays. With the smart meter rollout, estimated bills should become less of an issue, as customers are able to see their energy use in real-time.

Complaints FAQs

If you need to let Good Energy know about a problem you're having, the easiest way to do so is by contacting the supplier on 0800 254 0000 or via email at hello@goodenergy.co.uk. Good Energy will aim to solve the issue as soon as possible.

If you're not satisfied with how the issue has been handled, you can then escalate it to the provider's Complaints Team by filling in the form on its website. The team will review your complaints and take the necessary steps to resolve them.

If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from Good Energy. This letter serves as written confirmation that Good Energy was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If the provider declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.