Welcome Energy Anmeldelser 

I am a Welcome Energy customer and i have had problems with my billing for last 2 months, despite writing to WE & calling them a few times. However today i spoke with Farhad , who was extremely polite and helpful and tried to sort out my issue.

Adam from Welcome Energy was outstanding in his support to me around a rather complicated set of issues. The matter is in the process of being resolved but I really appreciate how prompt, detailed and thorough Adam has been in dealing with my queries. His speed at responding to a number of different emails today has been impressive and exceptional. I also spoke to Farhad earlier in the day and he was very helpful as well. Adam/Farhad, thank you very much for your help.

The worst company with the worst service in the UK.
Our bill increased from paying 34£ to 118£
and when we called to ask if it was a mistake, the person who answered us said that it wasn't much money and that we couldn't do anything because this was caused by a general increase.
all my neighbors suffered increases of more than 200% in their bills

Adam was extremely helpful when I realised I hadn’t allocated my payment properly. The issue was dealt with and resolved within 24 hours.

A truly awful online account experience.
It is a terrible service that appears out of date and not joined up.
Def not giving a good impression, copying a link to your payment and then logging in again!!! without the second account knowing the total of your balance is extreemly odd and def feels like a phising experience.

Brilliant service, with very helpful staff, I have been a welcome energy customer in Wandsworth for almost 2 years and have always been very pleased with them. Sadly moving out of the area but thank you to all the staff, a very satisfied customer

I move into my building recently and was helped by Welcome Energy

My bill was estimate so I gave them reading and they send me new bill

Very helpful people

This is most certainly the WORST company we have ever had to deal with, borderline scammers. They bill for hot water yet aren’t regulated by ofgem?? How are they allowed to back-bill customers as far back they choose and by however much they want?

If we hadn’t informed them of us living in the property they would still have no idea, and despite our honesty and willingness they are not helping us resolve our issues.

Our meter has been broken since we moved in and they are now massively overcharging us trying to recover THEIR shortfall.
Absolute disgrace in the middle of a cost of living crisis.

Danielle went to great lengths to sort out a problem which was the result of my own mistake.
She was helpful, patient and efficient.

A whole joke. Their online experience seems as though it has been curated by an inquisitive 3 year old!!! How is it so difficult to pay a bill??

Thank you so much to Adam (Welcome Energy) who did assisted me with my bill yesterday. You are a star !
Michele

Highly incompetent team tending towards fraudulent billing.
They claim engineer reading when I haven’t had any engineer over for last two years to read the meter. I am being billed for a different apartment all together for last 6 months.
Customer service can’t explain anything beyond they have been instructed by managing agency. Would never use them if I had my way.

After replacement the HIU the service is OK.

I hadn't received a statement only the bill which was now over due. I explained to Welcome Energy re the above, they were understanding and very helpful. I was sent a link in order to pay my bill on line and if I chose; could set up an account for future payment's, this would solve the issue of post going missing. I was emailed a revised bill by which I could pay in two installments, this was a great relief. I'd also complained in my initial email that late payments can have an effect on a credit score. I was reassured Welcome Energy don't use a Credit Score listing. Overall, I was very happy with how I was dealt with eg email replied to the next day and on phoning, it was picked up within a very short amount of time. Also, I asked re meter readings'? I was to take a photo of the reading and email it to Welcome Energy ".... help.co.uk" this I did. I received a revised bill the next working day, suffice to say it was lower than first quoted. Thank you

I live in a property that uses Welcome Energy and have always been pleased with the service I've received, in particular their recent advice regarding price changes.

So, over the last 5 months Welcome Energy have sent me threatening emails to pay bills that are not due for payment; falsely claiming I am in arrears! Either their staff are illiterate and cannot read their own bills, or this is some sort of attempt at criminal extortion! Either way, I made it clear that I will not pay any bills that are not due for payment. If they persist, I will take legal action against them for harassment! This is a terrible organisation, with shockingly poor customer service!

Poor customer service. They sent me a reminder more than a month after I had paid my bill. When I called them to point out that error, instead of doing any checks on their side, their first reaction was to put the onus on me to prove payment. Avoid.

Terrible company. The management of our building switch to Welcome Energy in January 2021. However, I found recently that this company is terrible as they failed to identify a problem in the billings, and let the problem went unnoticed for months until it become a bigger problem for the customer. Another problem is their customer service was not helpful at all. When I called them about the problem in my statements, the first response I got from their customer service operator is to blame me, instead of taking time to explain it properly.

So here is my problem with them:
On 10/06/2021, I received a statement from Welcome Energy saying that I have GBP 235.70 credits in my account. I called them and they say that credit in my account means that Welcome Energy owes me GBP 235.70. I did not cash in that amount, and I used the 235.70 credits to pay off my bills. Every three months, Welcome Energy sends me a bill, and they always say that my credits are deducted/used every time there is a new bill.

However, I suddenly received a statement from Welcome energy (dated 09/03/2022) stating that I owe them GBP 310.99. I was surprised with this sudden bill, because I knew that my heat and hot water bills had been credited to my account and therefore technically I always paid my bills.

So I contacted Welcome Energy, and their operator said that my credits (GBP 235.70) have been reversed, and therefore I need to pay for my bills from the last 12 months. My problem is, they did not explain why my credit was reversed, and they never sent me a notification to explain whether and why the credits that I received on 10/06/2021 were reversed. Had they told me that my credits were reversed, I would have paid my bills. When I ask about why my credits were reversed, the customer service operator kept saying that I should pay my bills if I want to use their service. So, instead of calming me down and then look for explanations, the customer service kept blaming me. It was not a correct business practices.

I also sent email to them, and they just said that my previous payments (through the credits) were reversed, but no explanation why it was reversed.

[Update: Welcome Energy finally responded to my complaints. They explained to me that there was mistakes in the meter reading since May 2021. I acknowledge that such mistake in the meter reading is outside their control. However, I still have two problems with their response/explanation. First, how come they failed to identify the problems earlier. They only noticed the mistakes in meter reading after almost a year later. Such failure may indicate their inability to manage the billing properly. Second, their proper explanations came to me after I wrote reviews here. My complaints would not have happened, had they responded well in the first place. It shows that Welcome Energy has a bad customer service]

I do not recommend their billing service. They were unable to identify problems and their customer services are terrible.

Terrible company - completely unhelpful. I’ve had a constant issue with metering which they just refuse to help with. They are a billing company and in it for the money. If anything becomes a problem they avoid any involvement. Think twice about buying a flat where they are the only option for billing. Not even regulated by Ofgem which is nowhere on their website.