Lumo Energy UK began life as a price comparison website designed to help customers find the best deal on the market. However, Lumo, which is now an app only energy supplier, has its own tariffs which are low cost due to low overheads.
Lumo Energy UK Reviews
So far Lumo has failed to impress customers and has been receiving generally negative review of its app's online customer service.
Lumo is a sister company of Ovo, a larger supplier, and many of Ovo's customers have been offered the option to switch to these lower app only tariffs.
Many Ovo customers have been filing complaints with the company as they are being offered the new lower tariffs if they switch to Lumo only to find that they cannot switch if they already have a smart meter installed. This is causing confusion as many customers don’t understand why they can’t take advantage of these low rates if they already have an Ovo meter installed.
Customers have also been frustrated with Lumo’s online only customer service. Customers want to know how they can contact a Lumo customer service representative by telephone. However, all of Lumo's customer service is done either through the app or by contacting them on their contact page where customers can file complaints or search for the answer to their question in the forums.
Of course, if the app isn't working then the whole system doesn't work and this is where the problem currently lies with the supplier.
Customers have had problems downloading the app, signing up only to find that their account number doesn't register or that the app won't let them submit meter readings. Of course, they then try to recify this by contacting someone via the app or the online web form but neither work.
We have had several frustrated customers call us after failed attempts to communicate with the company. So, while on paper it seems like a fantastic simple way to manage your energy at the moment the app is too buggy to really be a viable means of communication.
Prices & Tariffs
On its web page Lumo provides a 1 year fixed rate tariff which can only be contracted as a dual fuel tariff. The tariff has £30 exit fees. Lumo’s tariffs and prices aren’t easily visible on their website and a test done searching for a quote in each of the 13 different pricing regions quickly showed that Lumo’s tariffs were not available at any of the addresses tried in any of the regions.
This might frustrate customers, especially those who are already with Ovo, as Lumo's coverage is very limited. However, although Lumo’s website won’t always be able to give you a quote for Lumo’s tariffs, much to the surprise of many customers Lumo’s website will give you a price comparison from other suppliers. It appears to favour smaller suppliers such as Tonik, Zebra, Utility Point and Together Energy to name just a few.
As the company is owned by Lumo we find this kind of service a little suspicious and would recommend that if customers are looking to compare the market there are more impartial ways of doing it. Alternatively, if you are searching for the best rates why not make switching easier by getting a personalised quote to see which of these tariffs would suit your needs.
Lumo Energy App and Account Login
Lumo provides you with the opportunity to manage your energy from anywhere with from their app. If you would like to download the Lumo Energy app either from the App Store or the Play Store then you can do so by clicking the button below.
Once you have downloaded the app, you will be able to do a number of different things. You can get an accurate quote when you sign up by scanning your bill's QR code or produce an accurate estimate by asking a few simple questions. The app will then give you a quote from Lumo but it will also show you the other different offers on the market.
According to the website, once you are logged in to your account you should also be able to carry out most of your typical interactions on the app such as:
- Track your usage
- See past usage details
- Submit meter readings
- Check your balance
A word of caution - customers who have already switched to Lumo seem to have quite a lot of problems with the app. Reviews on both the App Store and the Play store complain of problems submitting readings, that the app crashes or gets stuck on the loading screen and problems with account sign in.
If you have problems with the app and can't get through to someone the first step would be to try their online portal. However, keep in mind that Lumo promises to get back to you within 3 days. For customers who have some kind of serious problem this seems like a very slow response.
If you're having problems getting through to customer service try giving us a call to find out if we can give you some advice and get your problem sorted.
For those customers who can take advantage of Lumo’s tariffs they will find that Lumo’s energy mix leans towards renewables and uses a much higher percentage of renewable energy than the national average of 24.2%. Lumo Energy sources its renewable energy from UK renewable energy producers.
As you can see in the chart below, Lumo uses 64.7% renewable energy and has reduced its use of coal and nuclear to zero, thereby making it a good option for environmentally-conscious customers.
If you don't currently have a smart meter installed in your property then Lumo promises to install one within the first six months of being with the supplier. You can also get discounts on your tariff when you have a smart meter installed.
Smart meters work especially well in conjuntion with the Lumo app as you can check your usage on you your mobile phone in real time. It also saves you the hassle of having to send in meter readings as this is done automatically for you.
It isn't clear from their website which type of smart meter they are installing. There are two types:SMETS1 or SMETS2 meters. At the moment the only real drawback of smart meters is that if you switch company you will lose the functionality of your smart meter.
When you switch supplier your meter reverts into a "dumb meter" and you have to go back to doing meter readings manually. Some companies are installing newer SMETS2 smartmeters which allow you to keep the functionality of your smart meter if you change suppliers.
Lumo Energy Contact
If you'd like to contact Lumo Energy for general enquiries or regarding one of their tariffs or offers, you will have to search in their help centre. If you have a complaint then the best way to contact Lumo Energy is through their complaints contact form. You can also contact them on their live chat below where you can usually manage to get help in less than a minute.
Remember, in order to get a real comparison of how much you could save, give us a call or click here. To get a better idea about what they have to offer you, you can visit Lumo Energy’s website to browse the tariffs that they currently have available.