Good Energy Reviews 2021: customer service, tariffs & more

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Founded in 1999 as the UK’s first dedicated 100% renewable electricity provider, Good Energy is doing a lot of things right. But what do Good Energy reviews say? 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 4.5/5 stars on Trustpilot, one of the UK’s leading consumer review websites.

Two-thirds of the 5,387 Good Energy customer reviews left at the time of writing were a full five out of five stars or ‘excellent’. Customers were mostly pleased with the Good Energy customer service and its commitment to the environment.

Brilliant customer service with people who want to help and dont just follow a formulaic response. Simon, Good Energy Customer, Trustpilot

Only 14% 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 4/5 stars is not the worst on the market but isn't the best either.

Only because I can't give less than 1 star! My direct debit has been changed from £67.00 per month to over £300 without any warning. I am waiting for someone to get back in touch with me regarding this! Matt, Good Energy Customer, Trustpilot

Let's look a little closer at the Good Energy review from the Citizens Advice April to June 2021 survey which rates energy providers on five areas; Complaints, Ease of Contact, Clear Bills, Ease of Switching, and Customer Guarantees.

Overall, Good Energy is ranked 12 out of 22 between Shell Energy (11th) and British Gas (13th). Whilst the supplier performs really well at switching customers, scoring a full five stars, its performance once you're a customer leaves much to be desired as we can see in the Citizens Advice Good Energy review table.

Complaints	Ease of Contact	Clear Bills	Ease of Switching	Customer Guarantees	Overall Rating
3/5 ★★★☆☆	3/5 ★★★☆☆	4/5 ★★★★☆	5/5 ★★★★★	0/5 ☆☆☆☆☆	3.1/5 ★★★☆☆

📞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

When it comes to reaching Good Energy on the phone, customers can expect to be kept waiting two minutes and 30 seconds on average, according to the Good Energy review from the Citizens Advice. This is on par with most other suppliers on the list, with M&S Energy answering the phones the quickest at one minute and Boost Power ranked last, taking a massive nine minutes and 33 seconds to answer.

Whilst the Citizens Advice data comes directly from supplier reports, it does seem to be backed up by Good Energy reviews from its customers.

Does your energy provider actually answer the phone when you call them? If you have a problem with your account does your energy provider resolve it quickly? If you answered 'no' to either of these questions then do yourself a favour and switch to Good Energy and you may get to speak to Ashley Biffen too!Anthony, Good Energy Customer, Trustpilot Didn’t have to wait long on the phone,I spoke with talula walker and asked for information regarding my fit readings for the last 3 years this was sent to me by email straight away, it is not often you get service like that especially from a energy company, well done and thank you, you really are Good energy. Dennis, Good Energy Customer, Trustpilot

What's also nice to see is that Good Energy has a freephone number, this is not very common with energy suppliers as most opt for a local rate 03 number instead. So even though you won't be waiting long on the phone, it will still be free.

💸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.

Good Energy Standard Tariff (Direct Debit payment method)
Cost type	Price
Electricity unit rate	24.68p per kWh
Gas unit rate	6.58p per kWh
Electricity standing charge	30.95p per day
Gas standing charge	32.95p per day
Total estimated cost per month	£144.88
Total estimated cost per year	£1738.56
Exit fee	£0

*Calculations based on a three-bedroom London household with average energy consumption. Tariff last updated: Dec 2021

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🧾Bills and Account Management

According to Good Energy reviews online, this appears to be the area that the supplier performs worst in. Some Good Energy 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. However, the Citizens Advice gives Good Energy three out of five stars for clear bills with 97.6% of customers having receieved at least one accurate bill in the last 12 months, which is actually quite good when compared with 98.4% of Outfox The Market customers who came first in this area.

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 App Review

Aside from managing your account online, you can also use the Good Energy app to do things like make a payment, check your balance, submit your meter readings. The Good Energy app is available for iOS and Android devices.

On Android, Good Energy reviews of the app praise it's simplicity and compatibility with FiT readings. However, some users also mention issues with logging in.

Extremely easy to install, use and understand- never fails to work properly unlike others I've used from previous energy providers. Sallie, Good Energy Android User, Google Play Store Easy to use - Easy to navigate, easy to use, can pay my bills and see my tariff and what I'm using. I can also see the current live mix of energy being produced and used in the UK. As well as what Good Energy are producing. Rose, Good Energy Android User, Google Play Store Good App But Needs A Little Work. Easy to navigate, everything you need is on the dashboard and it's very easy to use. The issue I have with the app is at times it will "log" me out citing some sort of error and I will need to input my email to follow a link. This is great and all but it takes 3-4 attempts of doing this to get on it. Sometimes I can't even access it. This is usually around the time the bill is due and I want to check it. Nicola, Good Energy Android User, Google Play Store Password reset required every time I try to use app. Now not working on my android phone on 7.0 Ability to send meter readings never seems to work and now my gas one is missing. Janet, Good Energy Android User, Google Play Store I had real problems logging in earlier. App didn't seem to connect and now has issues sending my reading. Alison, Good Energy Android User, Google Play Store

Looking at Good Energy reviews for the iOS app, users comment that the new version is an improvement and issues that were present in older versions have been fixed.

The app has improved a lot recently. Signing in is smooth now and features in the app load pretty quickly. My only gripe now is that entering meter readings is too gimmicky. It would be better to be able to just enter the value directly without having to work out which digit to click on first. Or at least treat it like a calculator where you fill digits from the right. Better yet, use the camera to scan the reading directly using the iOS vision framework, which makes that kind of thing really easy. Good Energy iOS User, Apple App Store

Overall, for an energy supplier app, customers are satisfied that the app does what it says on the tin and more recent reviews show that Good Energy is listening to feedback and making improvements.

	Android	iOS
Rating	3.5 out of 5	4.5 out of 5
Total Reviews	2,299	6,500

📢Good Energy Complaint Handling

Based on Good Energy’s own data, we can see that the energy firm received 950 complaints in the third quarter of 2021 (1 July - 20 September). Of these, just 67% were dealt with on the day of the complaint, while 90% were resolved at eight weeks, the point where customers can escalate their grievance to the Energy Ombudsman.

As we can see in the table below, the total number of Good Energy complaints have dropped over the past year and its day one complaint resolution rate has increased significantly, which is a sign that this supplier is improving.

Quarter	Number of Complaints received	Number of complaints resolved	% resolved at day +1	% resolved at eight weeks
Q3 2021	950	916	67%	90%
1 July – 20 September	950	916	67%	90%
Q2 2021	1115	1036	67%	99%
1 Apr – 30 Jun	1115	1036	67%	99%
Q1 2021	1594	1610	65%	94%
1 Jan – 31 Mar	1594	1610	65%	94%
Q4 2020	1232	1106	53%	85%
1 October – 31 December	1232	1106	53%	85%
Q3 2020	825	807	56%	83%
1 July – 30 September	825	807	56%	83%
Q2 2020	1005	952	61%	83%
1 April – 30 June	1005	952	61%	83%
Q1 2020	823	810	64%	95%
1 January – 31 March	823	810	64%	95%

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 12th out of 22 suppliers on the market, with a final rating of 3.1 from a possible 5 stars.

Citizen's Advice Customer Service Ranking: Top 10
Rank	Energy Supplier	Rating
1	M&S Energy	3.95
2	Octopus Energy	3.95
3	EDF Energy	3.85
4	Co-Operative Energy	3.75
5	Outfox The Market	3.75
6	E-Energy	3.56
7	Affect Energy	3.45
8	So Energy	3.45
9	Utility Warehouse	3.15
10	Shell Energy	3.15

Information from Citizens Advice Last Updated March 2022

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.