Green Star Energy is now Shell: What happens next?
Green Star Energy launched its services to UK residential customers in October 2013 as an expansion of its US holding company, Just Energy Group Plc. In October 2019, it was announced that Green Star Energy had been acquired by a larger provider and that customer accounts would be transferred. Read on to find out more.
Green Star Energy is no longer operating! Green Star’s customers were transferred to Shell Energy in late 2019. For details about the new supplier and how to contact them, head to Selectra’s Shell Energy guide.
Green Star Energy FAQs
The following information has not been updated as Green Star Energy has closed. The following information has been left as-is for reference purposes only. For more information on the new supplier, visit Selectra’s Shell Energy guide.
Let's have a look at some common questions that customers may have about Green Star Energy.
1. What happened to Green Star Energy?
Green Star Energy was aquired by Shell Energy in late 2019. All former Green Star customers should be transferred over to the new energy supplier by now. The transfer would have had no impact on your supply.
Shortly before your account was transferred, Green Star Energy should have sent you details about the move. Once the supply was transferred, you should have then received details about your new account, such as the new account number. Prepayment customers would have received new keys and cards to top up their meters.
2. How do I pay my Green Star Energy bill?
Since Green Star Energy has ceased trading, you will now need to pay your energy bill to Shell Energy. You account balance with Green Star should have been transferred to the new supplier. You can pay your bill either on the Shell website or by contacting the supplier by phone.
3. Are Hudson Energy and Green Star the same company?
Hudson Energy was Green Star Energy's parents company. On your Green Star bank statment, you would have seen the name Hudson Energy Supply UK. Shell aquired Hudson Energy in late 2019, thus also aquiring Green Star Energy and its customers.
4. Where is Green Star Energy based?
As part of Shell Energy, Green Star Energy was based in Coventry, United Kingdom.
5. Who is the CEO of Green Star Energy?
The former CEO of Green Star Energy was Joanne Thornton. She came under fire in 2018 when an elderly customer had £27,000 taken out of her bank account due to a Green Star mistake. Now part of Shell Energy, the current CEO is Colin Crooks.
Green Star Energy Tariffs
Before it was acquired by Shell, Green Star Energy provided the following four green energy tariffs:
These tariffs are no longer offered For up-to-date pricing information, please contact the new supplier.
- Save Money Cut Carbon 36M v2
- Fix for Longer 24m v4
- Fix for Longer 36m v4
- Standard PAYG
Green Star Energy claimed it could save customers £176 per year if they switched away from a member of the then “Big Six” and onto one of its products. Since the Shell acquisition, these Green Star Energy tariffs are no longer available to sign up to, nor can you get a Green Star quote on the website.
If you were on a fixed Green Star Energy tariff, your tariff terms and conditions will be honoured for the remainder of the contract. You will then be switched to the Shell standard tariff unless you select a different plan or a different company to move to. You should be notified of the available tariff options from Shell 49 days before your original Green Star Energy tariff is set to end.
For more information on Shell Energy and its tariff options, please contact Shell Directly or visit Selectra’s Shell Energy information page.
Green Star Energy Reviews
According to Chief Executive of Citizens Advice Gillian Guy, “When a company is struggling, customer service is often the first thing to suffer.” We did some digging through Green Star Energy customer reviews to see if this was the case with them.
On Trustpilot, before Green Star Energy’s closure and at the time of original publication of this article, there were more than 7,000 Green Star Energy customer reviews. The supplier has an overall score of 2.6 out of five stars. Of the customers that left reviews, 51% gave Green Star an either ”great” or ”excellent” rating. On the other hand, 45% of the reviews gave the supplier a ”poor” or ”bad” score. You can read more detailed information on customer reviews in our Green Star Energy reviews guide.
While the reviews we saw appeared to be quite mixed, we noticed that the more recent customer reviews were increasingly negative. Many customers commented negatively about the supplier's complaints resolution process, as well as reported having issues with their final bill.
”I left Green Star over a year ago and paid the remaining amount. They have hounded me ever since and had two separate debt collecting companies hound me also for several different amounts of money.”
If you're experiencing problems with your Green Star Energy account, Contact shell directly. If you need help finding their contact info you can visit Selectra’s Shell Energy contact details guide page.
What are Green Star Energy Perks?
With a Green Star Energy Perks Rewards account, customers were able to earn points every three months that could be redeemed for the following:
- Smart energy products to help reduce your energy usage
- Gift cards from popular shopping, dining and entertainment retailers
Customers could redeem their Green Star Energy Perks Rewards points in three easy steps by:
- Visiting the list of rewards on their website.
- Picking the perk you want.
- Having it delivered to your doorstep.
While customers with a Green Star Energy Perks Rewards account were originally able to receive points with Shell, it appears these rewards are no longer available.
Shell rather has its own rewards programme that gives fuel discounts, as well as discounts on other products, such as hot drinks and snacks at Shell service stations. To benefit from these rewards, you will need to register for Shell Go+ on the supplier's website.
Green Star Energy Smart Meters
Before being aquired by Shell Energy, customers were able to book smart meter installations on the Green Star website. If you did not have a Green Star smart meter installed, you will need to contact Shell to book an installation.
With a smart meter, you can track your energy consumption in near real-time. This can help you to cut back on your consumption and perhaps help you reduce your energy bills.
Submit Your Meter Reading
Former Green Star Energy customers are no longer able to submit meter readings to Green Star over the phone nor online. You will need to submit the meter readings to the new supplier instead. If you need help finding their contact info you can visit Selectra’s Shell Energy contact details page.
When your energy supply was transferred, Shell Energy should have informed you to start sending your electricity and gas meter readings each month (unless you have a smart meter, then your readings will automatically be sent). As with Green Star, you'll be able to submit meter readings through your new online account with Shell or via the app.
Moving home with Green Star?
Customers can no longer register with Green Star Energy. If you're already a customer and need to inform the supplier that you're moving.To contact Shell Energy see their contact details here.
Ensure you have the following details to hand:
- The date you are moving house.
- Your new address so that they can send you your ﬁnal bill.
- The meter reading(s) for the date you moved out.
- Your new telephone number if applicable.
Warm Home Discount
Green Star was part of the Warm Home Discount scheme, which gives customers a £140 discount towards their energy bills. Members from both the "Core Group" and the "Broader Group" were able to receive the discount with the supplier. Core Group members received the discount automatically, while Broader Group members had to apply each year.
Eligible customers can still apply for the scheme with Shell via an online form on the supplier's website. Broader Group members should apply as soon as the application opens, as it is rewarded on a first come, first served basis.
To find out more about the Warm Home Discount check out Selectra’s Warm Home Discount guide.
What is the Green Star Energy contact number?
Green Star Energy customers should contact Shell Energy now that the supplier has closed.
In the following table, you can find the general Shell Energy contact number. You'll also find the emergency contact numbers and the number for the Energy Ombudsman. For more contact information relating to the new supplier, head to our dedicated Shell Energy contact information page.
|Department||Phone number||Opening hours|
|Shell Energy||0330 094 5800||Monday to Friday: 8:30am-6:30pm, Saturday: 9am-4pm|
|Gas emergency||0800 111 999||24/7|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|
Emergency Contact Numbers
The last thing you need with an emergency on your hands is to be placed on hold. In the case of an emergency, you should not contact your energy provider to report it. Your should always call the dedicated national emergency numbers for gas and electricity emergencies.
Do you smell gas?
If you suspect or detect a gas leak in your home:
- Call the National Gas Service Emergency Line at 0800 111 999. Follow their instructions. They will send an engineer to your home to repair the leak.
- Turn off your gas supply. Find the gas emergency control valve and turn the handle by a quarter so the lever is at 90 degrees to the Emergency Control Valve's body.
- Open all windows and doors.
- Get out. Leave your home and stand somewhere in a safe place until the gas engineer arrives at your home.
IMPORTANT! If you smell gas, do not turn electrical switches on or off. Never smoke, light any incendiary device, strike matches or do anything that could cause ignition. Don’t use any electrical devices (including your mobile) in your home until the gas engineer has arrived. If you need to open electric doors or gates, then do so manually.
Got a power cut?
If there’s a power outage either in your building or your neighbourhood, call 105 to report it.
If neighbouring homes have electricity but yours doesn't, then the problem may lie with your home’s electrical wiring. Call a certified electrician to fix the wiring issues in your home.
Other Ways to Contact Green Star Energy Customer Service
An addition to the Green Star Energy contact number, the supplier offered a host of other ways for customers to reach out.
Contact by Social Media
Green Star Energy's social media channels included WhatsApp, Facebook and Twitter. The WhatsApp number is no longer available. On Facebook, Green Star Energy posted on 4 February 2021, that it would be closing down the account at the end of the month. On Twitter, the supplier has been silent since October 2020.
Contact by Email
If you prefer to send an email, we recommend sending it to the new supplier, as they have your latest account details. If you choose to send an email to the Green Star Energy email address, you'll get an automated response that will point you to either:
- Log in to your online account
- Submit your meter readings online (only to find that service is no longer available)
Want to email your new supplier? Find the best email address for your query in our Shell contact guide.
Green Star Energy Complaints
If you have an outstanding complaint with Green Star, it’s best to contact the new provider, Shell Energy..
If your complaint is regarding an issue that took palce after the supply was transferred to the new supplier, you will also need to file your complaint with Shell Energy rather than with with Green Star.
Escalating your Complaint
Customers unhappy with the response would first need to escalate the complaint internally by contact customer service. When doing so, a Complaints Manager would independently review the decision taken by the Complaints Lead. Green Star aimed to respond within five working days.
As with all energy suppliers, if your complaint has not been resolved within eight weeks, you can then escalated it externally to the Energy Ombudsman for an independent review. To contact the Ombudsman, call 0330 440 1624. Lines are open Monday to Friday from 8 a.m. to 6 p.m.
If you prefer to write to the Ombudsman, you can either send an email to firstname.lastname@example.org or write a letter addressed to the following: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.