Home Energy
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Baffling lack of information and action
We switched to Home Energy for gas and electricity on 8th March 2025 because of the cheap deal on offer. The original connection date was missed due to a ‘technical issue’ and a compensatory £40 was credited to the account. We weren’t particularly concerned about the missed date and were pleased to have the payment. In retrospect, though, it was the first of several issues. In spite of having a smart meter we had to provide opening meter readings and in fact automatic readings didn’t ever kick in, although I queried this with Customer Services and was told it would be a temporary problem. More worryingly, although a direct debit was set up and payments taken we never actually had a bill. This, coupled with a total lack of visibility of usage and costs compared to the comprehensive information provided on the previous supplier’s website and app, made us conclude there was more to life than just a cheap deal an that we should revert to the previous supplier. The supply changed back on 10th May. Since then we’ve still had no bill and no return of what I assume will be a credit on the account (guessing, because no bills!) so to date there’s £587.62 of credit paid into the account, but none of it allocated to bills for usage. I queried all this with Customer Services on 29th May and have had several exchanges with them (always polite and generally prompt) with their latest, on 2nd June including the request ‘Could you please confirm if we are supplying your gas supply… This could be one of the reasons why we have not billed you as we currently do not have all your gas meter details.’ I confirmed by return that we signed up for both gas and electricity supply, as documented in emails, the welcome pack - and the basis on which the direct debit was calculated. We’re waiting for a further response. To summarise our experience: Positives: - keen prices, at the time we signed up - polite customer service Negatives: - a delayed start to supply - had to provide manual meter readings in spite of having a smart meter - never had a bill - no usage information - confusion about whether they were actually supplying us with gas! On the basis of our experience I wouldn’t recommend Home Energy to anyone. Update, 1st July: still no refund of the credit owed, in spite of the apparent commitment to sort it within ten working days of the account moving (10th May) to the new supplier. Logging in to the old account over the past few days it’s been noted as in credit to the sum of: - £175.73 on 10th June - £361.50 on 15th June - £202.94 on 26th June Doesn’t inspire you with confidence that they know what they’re doing.