Yorkshire Energy reviews: small firm, better service?
As one of the UK’s newest energy suppliers, Yorkshire Energy isn’t focused on becoming the biggest, but rather the best! We took a look at Yorkshire Energy reviews to find out if former and current customers think the company is living up to the mission it set out to achieve.
With an average rating of 3.9 on Trustpilot, 3.3 on Google, and 3.0 on Facebook, you would expect Yorkshire Energy reviews from customers to be generally pleased with the energy provider’s service. With a little digging, we were able to see what customers actually have to say about the supplier.
We have broken the reviews down into different areas, from customer service and value for money, to billing and meter readings, so that you can decide for yourself if you want to make the switch to Yorkshire Energy.
It is important to take into consideration that customers are generally more likely to leave a review when they are upset, rather than when they are satisfied.
Customer Service Reviews
While quality customer service is not often what people first look for when choosing an energy supplier, the lack of it will surely make them consider switching away to another company, even if it does cost more. So how does Yorkshire Energy stack up when it comes to its customer service?
Unfortunately, Yorkshire Energy reviews regarding customer service seem to have taken a turn for the worse in early 2020, with some reviews even saying customer service is “nonexistent.” The new decade has seen the number of complaints regarding customer service, specifically the inability to be able to speak to a representative over the phone, significantly increase.
Many customers have reported being on hold for almost half an hour and then finally reaching the front of the queue, just to have the call dropped or sent to a voicemail service. Customers have also complained about Yorkshire Energy not responding to voicemails and emails.
“I have been with YE for a year now. They have been great up until the last couple of weeks. Before then ringing them was easy, you got answered almost immediately but now its impossible to get through. 24 in the queue down to 16 then asked to leave a message and cut off.”
So why is this happening all of a sudden? The company says it has recently experienced a large period of customer growth, and it doesn’t yet have the adequate staff size to manage this. This is a common obstacle that newer and smaller energy companies face as they begin to gain popularity for their competitive prices.
Yorkshire Energy says it is currently in the process of hiring and training more customer service representatives to take on the increasing number of calls and the backlog of emails.
If you are lucky enough to get through to a representative on the phone, it does appear that the agents are courteous and knowledgeable. Before the company experienced such growth, reviews show that customers found the customer service to be first-rate.
“Took under a minute for them to pick up and I spoke to a real human!! The agent who picked up knew everything and was polite and went the extra mile. I called back later the same day and got through in seconds. The person who I spoke to earlier answered and remembered me by name and delivered the same high standard of customer service.”
Value for Money Reviews
Much like with customer service, Yorkshire Energy’s reviews regarding value also seem to be increasingly negative since the new year. This does not necessarily mean more expensive energy prices. Customers have actually reported the new Yorkshire Energy tariffs are cheaper than the previous ones. Value relates to if the customers believe their money has been well spent.
Since launching in 2018, and up through the end of 2019, Yorkshire Energy’s customers seemed generally satisfied in relation to the value they received from the company. People were getting renewable energy at a great price, and they also had access to reliable customer service. What more could they have wanted?
“Green energy at a great rate. This is what I need for my company. I care about sustainability and service, and so do my customers! Yorkshire Energy seem to feel the same way!! I would be happy to pay a little more to save the world, but in this case I haven't even had to fork out. So far so good. Loved talking to Mark, my account manager. Here's to the future!”
Unfortunately, with the decline in value of Yorkshire Energy’s customer service in early 2020, customers have started to question if the cheaper energy rates are actually worth it. With its planned staff expansion, we hope the supplier will be able to bring back value to its customers.
“In the end I think I will come back to my previous supplier as I did receive better customer service. For the sake of saving a few quid I will apologize my previous supplier and rejoin. After all you get what you pay for…”
Billing and Meter Reading Reviews
As with the reviews concerning customer service and value for money, customers previously reported being generally pleased with how they submitted meter readings and received bills — until 2020. What made the service so exceptional before, and what has changed and now left so many customers frustrated?
“Each month I received an email prompting me to submit meter readings. The process was simple, & an accurate bill was received almost immediately.”
According to the reviews, Yorkshire Energy customers have always appreciated how the provider reminds them to submit their monthly meter readings. With the original online portal, customers not only praised the supplier for how easy it was to submit the readings, but also for how fast Yorkshire Energy was then able to produce an accurate energy bill.
In late 2019, Yorkshire Energy redesigned its online portal with the intention of making it easier for customers to manage and understand their bills and energy usage. Unfortunately, it appears there are some issues that still need to be sorted out.
Since the introduction of the new portal, many customers have reported they are no longer able to submit meter readings online. Some aren’t even able to get past the Yorkshire Energy login page. This has resulted in estimated billing and even more frustrated customers because they are then unable to get through to a customer service representative to give the readings and sort out their billing.
“Up until late 2019 YE was great, answered the phone really quickly. Now its impossible to get through. Submitted meter readings a week ago; normally bill arrrives by email within an hour but its now 7 days and I still have not had my january bill. I've got 20 days to decide whether to change supplier or not.”
Yorkshire Energy is working to fix these issues with the new system. The energy company also plans to start rolling out Yorkshire Energy smart meters in mid-2020. With smart meters, customers would no longer have to submit meter readings because the smart meter would submit this automatically to the provider.
You will probably have to make a complaint to your electricity and gas provider at some point in your life, and you’re going to want it handled quickly and professionally. Let’s have a look at Yorkshire Energy’s complaint data and see how quickly the supplier is actually able to resolve customer complaints.
|Time Frame||Percentage resolved by the next working day||Percentage resolved within eight weeks|
|January - March 2019||71%||99%|
|April - June 2019||81%||50%|
|July - September 2019||99%||93%|
Compared to other gas and electric companies, especially those among the Big Six, Yorkshire Energy appears to be quite efficient at resolving complaints. However, with the information gathered from customer reviews, it’s likely the percentage of complaints resolved in the last quarter of 2019 and first quarter of 2020 will have decreased in correlation with the rise of negative reviews.
What is Yorkshire Energy’s procedure for handling complaints?
On its website, Yorkshire Energy lays out the complaints process. If you have a complaint, you should call the customer service team on 0113 451 0700 or send an email to email@example.com. Representatives are available Monday through Friday from 9 a.m. to 5 p.m. Yorkshire Energy says it will try to solve the issue the first time the customer makes contact to complain.
If you’re not satisfied with how the complaint has been handled, you can escalate the complaint to a senior member at Yorkshire Energy. Someone will aim to contact you within five days to first discuss the complaint and then, if necessary, conduct an internal review.
If you are still unsatisfied, you can request a “deadlock letter,” which is written confirmation that Yorkshire Energy was unable to resolve the complaint. You can then refer the complaint to the Energy Ombudsman. If Yorkshire Energy does not agree to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman if it hasn’t been resolved within eight weeks.
Based on Yorkshire Energy customer reviews on Trustpilot, Google and Facebook, we give the supplier a rating of 3.0. While the provider used to receive excellent reviews from its customers, more recent reviews report that customers are increasingly frustrated, especially when it comes to the declining quality of customer service.
We hope this new trend of negative reviews is just a hiccup for Yorkshire Energy. If the supplier is indeed in the process of recruiting and training more customer service representatives, we anticipate Yorkshire Energy reviews will once again reveal customer satisfaction.
If you’re not happy with your current provider, or are unsure about which one to switch to, give us a call at Selectra on 0203 936 0059. One of our advisors will make sure you get the best available tariff for your home.