Welcome Energy Anmeldelser 

Further to my previous post on April 17th, my fears have been confirmed and I still haven't received my refund. This issue began on March 20th and despite being given numerous assurances after speaking with various Welcome Energy staff on the telephone and a long list of e-mail conversations, they have not kept to their promises. Almost two months since I first asked about a refund and they will not pass it on. An absolute disgrace. I have now raised this as a dispute with the Energy Ombudsman.

Bill for hot water on a two bed apartment was £382. Last month it was £13. I have refused to pay the £382 bill as anyone could see it is just not feasible that you can use this amount of waster in a month - especially when you only there for a few days each month. However as they are just a billing agent they can't do anything. The meter has had a hypo. Even when you know you're in the right this is still really stressful to keep getting last demands even when they know it is disputed. It is clearly wrong WE - cancel the bill and get the meter changed

My January bill from Welcome Energy came in at a heart stopping £1,042 which is about a 10X increase compared with January 2023. I live in a new build apartment and several residents in my building have had the same issue with Welcome Energy. Their customer service line leads to a voice mail which is blocked from taking new messages. All in all a really shocking experience. Time to get the Energy Ombudsman involved and to change suppliers for everyone in our building.

A very opaque company.
They say that rates are out of their control but seems like poor decisioning when sourcing energy has resulted in huge prices - not clear whether this is Welcome energy or another 3rd party.
Struggle to get hold of customer services and they are not regulated by the energy ombudsman.

If you are moving into a block that uses Welcome Energy - I would look for another block elsewhere unless you want to add hundreds of £ a month in heating/hot water charges - and that’s on a 2 bed flat with the heating off!

The way this company has been behaving towards us and other tenants in our building is disgraceful. They continue to issue bills at random intervals, sometimes only a week or so apart, with no explanation as to why we are being billed again (we are supposed to be billed quarterly). When we've reached out to them about it, they ignore the emails and then just send us a different email saying we've not paid. They have been ignoring all contact attempts and the stress of this is now too much. I also sent a further email today to ask for clarity again, but my email was bounced back saying that they now don't use their help@ email address which was uncommunicated. I've tried using my email to login into their new platform but it won't allow my email. We have had emails from our landlord saying we haven't paid because Welcome Energy has gone directly to them despite ignoring all of our emails! I've tried to put a formal complaint in through their 'complaints procedure' but I am unable to access the complaints form because I'm not able to get into the service and again they are ignoring the requests to get this resolved, actively preventing me from formally complaining as per their procedure. This is an issue across our entire building, with all queries going ignored and bills continuing to be issued more than the agreed quarterly timeframe. We have also tried to escalate to the Energy Ombudsman but they do not appear to have Welcome Energy on their list. We have been so so utterly disappointed in this service, I really can't warn against it enough.

This company is a shambles, they say they have improved customer services when it doesn't matter which option i choose to get help, it either goes to dead links, answer phones with full inboxes and all i want to do is access my account and have control over my energy bills rather than have this company demand payments over some dodgy links with no correspondence.

Extremely hard to get hold of an actual person I have been trying for 3 weeks now, mail box is always full!!! There are no emergency water leak numbers and its taking a stupid amount of time to speak to someone!!! So who will be paying for the leaking water from the water meter? If it has done damage to the house foundations who will be footing the bill for that? It is pure negligence and its totally irresponsible.

I moved into a new apartment and I was informed that Welcome Energy bills for the hot water.

I tried calling and the bot on the line directed me to the move-in form online.

After filling the form, I got an automated reply saying my request would be handled in 10 days.
It’s been 26 days. My request has neither been processed, nor have I been able to reach anyone on phone.

I can’t submit meter readings, I can’t view my bills.

Terrible customer service all round

I was experiencing issues with my billing, however Farhad at Welcome energy really went above and beyond to get to the root cause of the issue. He got back to me by the end of the day which isn’t the usual time frame and called and called my mobile until I answered. Really appreciative of his help as it definitely put my stress levels at ease.

I've had the worst experience with Welcome Energy. They stopped sending me bills, but I keep getting "final reminders" / "letters before action." Complained multiple times, but nothing changes.

It baffles me how a company can be so blatantly negligent and irresponsible in its basic duty of sending bills to its customers. In what world does it make sense to cease sending bills and jump straight to threatening "final reminders" / "letters before action"?

AVOID!

I spoke to a very helpful customer services advisor called Farhad today. He was very helpful and really did go out of his way to get my query dealt with quickly and efficiently.
I was very happy with the service he provided. 😊

Welcome energy is a joke everything is over priced and expensive ive got a cold flat because the heating is too much to use i hate this company so much worst one I've ever been with they are a complete and utter joke....

Seem to think they can change rates a year and a half after closing account.

Received an email today saying we owe ~£200 for a flat we moved out a year and a half ago and closed the account for (with email evidence showing account was fully settled). Apparently through not their fault the rate wasn't correct (what do they do if they aren't in charge of billing and ensuring correct rates are on accounts?!). The new statement shows the same rate as before and calculates to the amount we paid but then the total is £200 higher.

It's a complete mess. Avoid them at all cost (if you can)

I have found Welcome Energy to be very efficient and helpful in what have been extremely challenging circumstances for our block of flats. Adam Michael deserves special mention in his handling of our account. His responses to queries have been timely and informative.

Hugely expensive and shocking provider.

Their bills have increased 5 fold. We have moved out and contacted them about it and they were extremely rude about paying it.

Welcome Energy produces invoices for our communal heating system. Almost all of the negative comments I've seen are NOT their fault. I have found comms. with Welcome to be straightforward and they've dealt with an incredibly complex situation - not of their making - professionally and competently. Carl has been brilliant and more recently Farhad has stepped up to do an excellent job.

Despite numerous requests we never know what the charge per kw will be and only find out when bill is issued for usage - bills are issued late and not on a regular basis and emails go unanswered.
Furthermore, up to 70% of usage is lost between the central system and flats some distance away from system. When cold weather bites the system is incapable of hitting the set temp for both underfloor heating and hot water
The development is Long & Waterson in Shoreditch.

I am editing my previous review as this company blamed building managing agent.

Last month I received a bill that I paid and then they refunded me claiming there was an issue with the bill.

To date nobody replied to my emails, refund my money until new bill is issued.

AVOID THIS COMPANY, they are so irregular with billing affecting my budget.

Bad experience

I had some issues that arose, all the team members on the phone were friendly (sorry, I didn't get names) and gave me clear information about how I could escalate an issue I had. This was then taken on by Adam from welcome energy, whom was extremely reactive to find a solution. He was patient and ensured that I understood everything clearly, clarifying a few times for me (sorry Adam!). Adam was always contactable and extremely quick at getting back to me. Great clear and effective communication - a great asset to the company. Thanks again.

Let me speak to the manager! If I could rate Farhad 1000000 stars, I would. Get the guy a raise and a promotion!
Dealing with providers on the phone is rarely an enjoyable experience but not only was Farhad truly helpful, he was an absolute joy to speak to every single time I spoke to him.