Lumo Energy UK began life as a price comparison website designed to help customers find the best deal on the market. It now offers its own dual fuel energy tariff, which is managed through its mobile energy app and customers online accounts. Lumo Energy is an exclusively online energy supplier.
|Electricity: Natural Gas & Renewables||50% renewable electricity|
|Fuel mix score: ★★★||App to manage account|
|Domestic Market: Areas of the UK||Smart meters and Warm Home Discount|
|Customers: Small supplier (Less than 100,000 customers)||Not available across the UK and no list to say where it is available|
|Selectra score: ★★|| All customer service through app so no way to
phone and speak to someone directly
Who is Lumo Energy?
Lumo Energy UK is an online gas and electricity supplier. It has one dual fuel tariff that is exclusively sold online, and managed online or through the supplier’s mobile app. Lumo Energy aims to install a smart meter in customers’ households no later than 6 months after they make the switch.
The supplier started out as an energy comparison site, but after seeing the difficulties its customers encountered with their energy suppliers, it decided to turn its hand to actually being a provider, keeping things simple with its one tariff and app.
Is Lumo Energy UK Australian owned?
No, Lumo Energy UK is not owned by an Australian company. In Australia, there is an energy company called Lumo Energy, but it is not connected to Lumo Energy UK. When searching for the British supplier, make sure you are on the .co.uk site, not lumoenergy.com.au.
Lumo Energy UK is actually a sister company to Ovo Energy. Like Ovo, it is a subsidiary of Imagination Industries LTD, which is a holding company owned by Ovo Energy founder and owner Stephen Fitzpatrick.
Reviews: Is Lumo Energy UK a good company?
Lumo Energy reviews online are fairly average. On Trustpilot, customer reviews give the supplier a rating of 3.4/5. 52% of these reviews rate Lumo Energy as ‘excellent’, while 23% rate it as bad.
UK reviews that praise the company centre on it being very easy and straightforward to switch to the provider and set up an account. Negative Lumo Energy UK reviews focus on high bills and waiting a long time to receive final bills when they leave.
As a sister company of Ovo Energy, many Ovo customers are offered the option to switch to Lumo Energy, stating it has lower prices. However, many have filed complaints with the company as they are being offered the new lower tariffs if they switch, 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.
Reviews of Lumo Energy UK are no more positive on Google reviews. The supplier has a poor rating of just 1.3/5. The main complaint featured here is customer service, with many reporting the customer service is inefficient and they don’t receive responses to emails.
The design of Lumo Energy is that everything is managed through the app, which includes customer service. This is supposed to make things easier and less frustrating than having multiple contact channels but according to reviews, many customers find this annoying and would like to be able to contact the company by phone when needed.
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Lumo Energy’s whole business is structured around its app, so let’s take a look at some reviews of the Lumo Energy app.
On the App Store, the app has a rating of 4.5/5. Many customer reviews state it is easy to use and very useful. On the Google Play store, it has a rating of 3.6/5. Positive reviews again mention how easy the app is to use, but a number of negative reviews complain about bugs with the app that mean it doesn’t work and the response and support when this happens is very slow.
From these reviews of the app, we would say it seems to work better on Apple devices than Android devices.
Customer reviews also mention downloading the app and signing up, only to find that their account number doesn't register or that the app won't let them submit meter readings. Frustration is heightened as they can’t get through to Lumo Energy customer service as the only way is through the app (which won’t work for them) or the online contact form (which Lumo Energy seems slow to respond to).
Overall, while on paper Lumo Energy seems innovative and simple, reviews suggest the app can be a frustrating form of communication and customers long for the old fashioned phone call.
App and online login
Lumo provides you with the opportunity to manage your energy from anywhere with its mobile app. It can be downloaded for free from the App Store or the Google Play Store for Apple devices and Android devices respectively.
The app has two purposes. Firstly, potential customers can download it and get an accurate quote by scanning your energy bill's QR code, or by producing an accurate estimate by asking a few simple questions. The app will then give you a quote from Lumo Energy, and also show you the other different offers on the market. If you are happy with your quote, you can switch to Lumo Energy through the app.
For existing customers, the app lets you manage payments, keep track of your energy usage and submit meter readings.
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.
As well as the app, Lumo Energy UK also has an online account system where customers can:
- Track energy usage
- See past usage details
- Submit meter readings
- Check balance and manage payments
To log in to your Lumo account, head to the Lumo Energy UK homepage and click the Sign In button located in the top right-hand corner. From here you can either type in the email address or phone number, and password associated with your account to log in, or you can ask Lumo to send you an email link. With the email link, you will not need to enter a password to log in.
Click the link below to access the Lumo Energy login page right now.
Tariffs: App-only fixed tariff
Lumo Energy UK only has one tariff. This is called the App-only fixed tariff. It is a fixed-rate tariff for 12 months with exit fees of £30 per fuel. It can only be taken out as a dual fuel tariff.
Customers who are eligible for a smart meter can get a £150 a year discount, which is deducted from your monthly energy bill. To get the Smart Installation Discount, you must get a smart meter installed as soon as Lumo Energy contacts you to say it can fit one.
Lumo Energy’s UK coverage is very limited, and rather annoyingly it does not provide a list of the areas it supplies energy too. The only way to find out if Lumo Energy supplies energy in your area is to go through the online quote process. We tried multiple addresses and received the ‘The Lumo tariff is not yet available at your property’ message.
This is something a number of Ovo Energy customers have expressed frustration at. They receive a message from Ovo saying they could get a cheaper deal and save x amount with its sister company Lumo Energy. They go through the process of getting a quote and trying to switch to Lumo Energy UK, only to find it cannot supply energy to their household. Overall, a bit of a waste of time!
As we stated earlier, Lumo Energy started out as a comparison service, and it still runs some of these services now. When met with the frustrating ‘The Lumo tariff is not yet available at your property’ message, customers will find a list of energy plans from other suppliers that are cheaper than their current deal.
This comparison shows you how much you can save and highlights the providers Lumo Energy UK can switch you to. For a more impartial comparison of all the deal on the energy market, give Selectra a call for free on 02039 360059.
Lumo Energy UK has taken coal and nuclear out of its fuel mix, so now only gets electricity from two sources: natural gas and renewables. With a sustainable energy weighting of 39.2% for April 2018 to March 2019, it is just above the national average when it comes to green energy.
However, Lumo Energy has been improving and, as of October 2019, its tariff is made up of 50% renewable electricity.
Lumo Energy supports and installs smart meters. In fact, one of its selling points is the promise to install a smart meter in your property within the first six months of switching to the supplier. Installation appointments can be booked through the app.
Smart meters work especially well in conjunction with the Lumo app as you can check your usage on 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.
Lumo Energy is installing second-generation smart meters (SMETS2). This means if you already have a SMETS2 meter installed, it will continue to work with Lumo Energy.
If you have a first-generation smart meter (SMETS1), it will likely lose its smart functionalities when you switch and become ‘dumb’. This means it will now work as a normal meter and you will need to submit regular meter readings online or through the app.
Warm Home Discount
The Warm Home Discount is a government scheme that gives low-income households £140 towards their energy bills during winter. Suppliers with more than 250,000 customers must take part, but smaller providers are not obliged to.
Despite being a smaller supplier, Lumo Energy UK offers the Warm Home Discount. Eligible customers can register their interest to receive the rebate in 2020/21 by filling out the Lumo Energy Warm Home Discount Form. The scheme is granted on a first-come, first-served basis so you are advised to register your interest as soon as possible.
How do I contact Lumo Energy UK?
As an exclusively online supplier, the only way to contact Lumo Energy UK is online or through the supplier’s mobile app. Lumo Energy does not have a contact number, so you cannot get in touch via telephone. It also does not have a contact email address.
If you have a question for Lumo Energy, especially if you are not yet a customer, the best thing to do is head to the FAQs or Help Centre sections on its website. You will find answers to a wide variety of common issues in different areas, such as meter readings, bills, and payments.
If you cannot find a satisfactory answer here, you can contact Lumo Energy UK through its online contact form. You can find this form by clicking ‘need more help’ in the Help Centre section of the website. You will need to provide your full name, email address, phone number and account number to submit the form. Lumo Energy aims to get back to you within five working days (not great if your issue is urgent!)
ANother eay to contact Lumo Energy is through social media. You can send a message to the supplier vias its Twitter account.Lumo Energy UK Twitter
To place a complaint with Lumo Energy UK, you need to fill out the online complaints form. The easiest way to access the form is to click the ‘complaints’ link located at the bottom of the homepage on the supplier’s website.
Fill out the form with your name, email address, phone number, postcode, account number and details of your problem, and press submit. Customer service will be in touch within five working days with a resolution or to give you an update on the complaint process.
Unresolved complaintsFor free, independent advice, call Citizens Advice on 03454 04 05 06 or contact the Energy Ombudsman.