I've only been with them for a couple months, but the billing, account process and everything else seems simple and straightforward. I have had to ring customer support a couple times and I greatly appreciate their larger available times for the customer support and ther representatives have been great whenever I have spoken to them. Compared to other utilities I have had to deal with before, they're shining brighter than the others.
Cons: I would receive no communication for days or weeks at a time, I had to chase them several times to get a document updated because they had my National Insurance Number wrong, which they STILL haven't updated a month AFTER my completion. As a first time buyer, I was getting a lot of documents thrown at me, and was given not as much guidance as I would have liked. The final cost of the Solicitors was almost DOUBLE what I was quoted, and I quite understand that they cant make a quote that includes every possible fee, and there will be other fees but that seems excessive to me, especially since it didn't include items like the LISA Fee, which I had told them that I would be using a LISA. Also, they added an extra fee for going with a "Special Lender" which I was never told about before the invoice came in. I went with PLS due to the recommendation of Persimmon, I have no other experience of Solicitors, but I think this should not be who they are recommending. Also, the portal would not work on the app for me, I had to open it on browser, just a note.