I decided to change from Octopus to Home Energy as their quote was cheaper. I received my welcome pack 4th August which agreed with the quote. The changeover occured 10th August. I checked the tarif... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I did not receive monthly bill, contacted and Sei dealt with. it transpired that somewhere I had put in a wrong account number which caused a bad problem which Sei tackled with patience. It took some... See more
From March '26 Billing statements stalled after a new smart meter was installed. (engineer did check HE could read it). Switched provider on 22/4. It took a long time to get missing statements, includ... See more
My call was taken by Neha Simmison from Customer Services. She was thorough, patient and extremely helpful. I explained the issues I was experiencing and within a short period of time, resolved everyt... See more
Company details
Written by the company
Our vision is to make energy easy by offering the best value tariffs and the most user-friendly software to give our customers an unrivalled energy experience.
Contact info
23 North Mills, LE3 5AG, Leicester , United Kingdom
- 0800 092 7407
- hello@homeenergy.co.uk
- homeenergy.co.uk
4.1
Great
870 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer comes First!
Sei was extremely helpful and answered my question promptly.
21 May 2026
Unprompted review
Well done Rachel! Home Energy Customer Service
Having left British Gas for poor customer service I am so pleased with Rachel at Home Energy who was so helpful today I felt heard and supported in sorting out my billing. She spent the time explaining the meter and direct debit billing increase. Thank you.
21 May 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Six weeks to issue a final bill
Six weeks to issue a final bill. Still waiting for refund of credit on account.
04/06/26 UPDATE. No need for Home Energy to "not be able to recognize your review as genuine": it's 100% genuine from an ex-customer.
I suppose I should add that having subsequently contacted customer services, I was told to wait for the refund which was finally paid on precisely the final day of the regulatory deadline.
21 May 2026
Unprompted review
Reply from Home Energy
Hello Stephen, we’re sorry to hear you’ve been disappointed with the time taken to receive your final bill and refund.
Final billing can occasionally take longer than expected where we’re waiting for validated closing meter readings or industry data to be confirmed, but we appreciate that six weeks is frustrating and not the level of service we aim to provide.
Home Energy remains committed to offering competitively priced energy and supporting customers through a challenging energy market, and we understand how important timely refunds are, particularly during the current cost of living pressures.
If you haven’t already done so, please contact our customer support team directly with your account details so we can investigate the status of your refund and help get this resolved as quickly as possible.
Team H.E
Energy switching
I switched from EDF to Home Energy (HE). Something went wrong in the switch, and for 3 months, I ended up paying both suppliers, but the switch never actually happened. I don't know whether this was caused by HE or EDF. In fairness to HE, they resolved it very quickly once I highlighted the mistake. Their customer service team are very easy to get hold of and very helpful. You get straight through to a person who deals with the problem. Later on, I switched back to EDF, and the same problem happened. I spotted it straight away this time, and Rachael from HE was very quick to sort out the problem. She was very polite, friendly and helpful, often answering emails out of office hours. Thank you, Rachael. I still don't know why this happened, but at least it got sorted with some good customer service.
20 May 2026
Unprompted review
Sold my data, tried to keep my money
They sold my data to a company who kept phoning about installing smart meters, despite me already having working smart meters. Then after I switched to a different provider, they continued to take my direct debit payments. They also didn’t refund me my £200 credit, despite my final bill saying this would happen within 14 days. When I contacted them about this, they said they only issue refunds if customers request them. I have the email transcript of this live chat conversation as evidence.
20 May 2026
Unprompted review
Reply from Home Energy
Hello there, we’re sorry to read your comments and feel it’s important to clarify a number of points raised in your review.
Home Energy has not “sold” your personal data. Like all UK energy suppliers, we work with approved third-party metering partners who contact customers regarding smart meter installations, upgrades, maintenance, or industry requirements on our behalf. These partners operate under strict data protection and GDPR regulations, and customer information is only shared where necessary to provide energy services and fulfil industry obligations.
It’s also important to note that suppliers have ongoing obligations relating to smart meter programmes and meter support, even where customers may already have a smart meter installed, particularly if meters require upgrades, reconnection, or compatibility checks.
In relation to your final balance and Direct Debit payments, final bills can sometimes take time to be validated through industry processes following a switch. Any credit owed remains fully refundable. Refunds may require verification steps or customer confirmation before being processed, particularly where active Direct Debits or account reconciliation issues exist.
We categorically reject any suggestion that Home Energy attempted to deliberately withhold customer funds. We supply energy to thousands of customers across the UK and remain committed to providing fair pricing, transparent billing, and support throughout the customer journey.
As account-specific matters cannot be discussed publicly, we’d encourage you to contact our customer support team directly so we can review the timeline of events and work towards resolving any outstanding concerns.
Many thanks
Home Energy
WILL NOT REFUND-DELAY TACTICS-30 DAYS SO FAR OF KEEPING MY CREDIT
WILL NOT REFUND-DELAY TACTICS-30 DAYS SO FAR OF KEEPING MY CREDIT.
They ignore the emails. If you get a reply, they will respond with 3 word answers only. They are RUDE and AGGRESSIVE on the phone if you ask for a REFUND of YOUR Money. Will NEVER EVER USE THEM AGAIN. Acc: HE2030718
*** Update: Guess who has had the last laugh - me!
Let me explain: I also requested recall on the last Direct Debit from these muppets via the bank.
The bank refunded the Direct Debit the same day these muppets FINALLY after 30 days refunded me.
However, they will be CHASING ME FOR MONEY - as I have had both credits!
Can't wait to tell them my Refund Policy when they will be CHASING ME.
I will have to pay them back, which I will - but it will be fun to MAKE THEM WAIT 30 days.
I'm waiting.... call me, pleeeeeeassseeee. lol :-)
20 May 2026
Unprompted review
Reply from Home Energy
Hello 'NR', We’re sorry to hear you were unhappy with the time taken to receive your refund and appreciate your frustration regarding the communication experience you describe.
When customers switch supplier, final balances and refunds can occasionally take longer than expected while accounts are fully reconciled and industry data is validated. However, we recognise that clearer communication throughout this process is important and we’re sorry if you felt this fell below expectations.
We would also encourage readers to note that your own update confirms the refund was ultimately processed. As you mention, the separate Direct Debit indemnity claim made through your bank resulted in duplicate funds being received, which will understandably require correction.
Home Energy supplies energy to thousands of customers across the UK and remains committed to providing competitively priced energy alongside fair account management processes. While we accept there are occasions where service levels can fall short, we do not agree with the characterisation of our staff or business practices outlined in this review.
Should you wish to resolve the remaining balance matter, our customer support team will be happy to assist directly.
Home Energy
Rubbish company
Rubbish company , who keep pestering you, day in and day out !!!
Asked them politely to take our telephone number off their call list and have not ????
19 May 2026
Unprompted review
Reply from Home Energy
Hello Linda, we’re sorry to hear you feel this way and apologise if our contact attempts caused frustration.
Home Energy takes marketing preferences and data protection responsibilities seriously. We do not intentionally continue contacting customers who have requested to be removed from our call lists, although there can occasionally be a short delay while suppression requests are processed across systems and third-party marketing partners.
We would encourage you to contact our customer support team directly with the number concerned so we can ensure your details are fully removed and investigate why further contact may have occurred.
We appreciate your feedback and are sorry for the inconvenience caused.
Team HE
Great price and service
Great price and service - first time I had to contact them about a query - I found Aysha to be extremely helpful and supportive
8 May 2026
Unprompted review
Give Dawn a bonus!
After an unexpectedly high bill, and a disappointing experience with customer service, I raised a complaint which was handled by Dawn.
Dawn worked swiftly to identify the problem and to work to resolve it. She kept in touch regularly and I felt well-informed and reassured. She anticipated my concerns and sought to address them, and did all of this in a professional, calm and cheerful manner.
I had decided to change providers when I opened the complaint, but Dawn provided such an impressive service I've decided to stay with Home Energy.
It's good to know there are still companies who value customer service and can deliver it well, even though I had to raise a complaint to access it.
18 May 2026
Unprompted review
Dawn: professional but personable
Dawn listened, checked back with me that she had correctly understood my complaint and then addressed it fully. She took on board that I was not complaining about any individual, only a process that needed to be more customer focused. Dawn was professional, efficient but also highly personable - an asset in a complaints team or customer service role.
15 May 2026
Unprompted review
Had a really great customer service…
Had a really great customer service experience with Dawn, clear commutation and genuinely showed they cared and helped sort the query I’d had.
15 May 2026
Unprompted review
Cancel DD instructions or you’ll get charged after switching away
Their rates are becoming less attractive/competitive season after season.
In April I decided to switch away.
With other energy suppliers I would receive a goodbye email once the switching request was submitted. But no beware how it’s different with HE!!
1) HE didn’t send goodbye email when I applied to switch away.
2) HE would NOT cancel DD instructions once you left. After issuing me the final bill, on the same date the following month, it takes the same fixed monthly amount from my bank! My account balance changes from £2.83 debit to £37.x in credit! When chat with CS online, being told that’s normal.
3) When asking when I’ll get refund. Answer is I have to contact HE to request for credit refund or it won’t be made. I emailed them 3 times in 8 days to finally get my £37.x back.
I never had similar experience with energy, broadband or mobile service suppliers. Really learn a lesson to cancel DD instructions with my bank when switching any service providers in the future!
2-star not 1-star as at least CS responded to me every time within 1 working day.
5 May 2026
Unprompted review
Reply from Home Energy
Hi OL, thank you for taking the time to share your experience. We’re sorry to hear that your switch away from Home Energy left you feeling frustrated.
We understand your concerns regarding the lack of communication during the switching process, the Direct Debit collection after your final bill was issued, and the delays in receiving your refund. We appreciate how confusing and inconvenient this must have been, particularly when you expected the process to be more straightforward.
Our billing system can sometimes continue scheduled Direct Debit collections until an account is fully closed and reconciled, particularly if a final statement has only recently been produced. However, we recognise that this should be communicated more clearly, along with the refund process for any resulting credit balances.
We’re pleased to hear our customer support team responded promptly to your queries, but we also acknowledge that the overall experience did not meet your expectations. Your feedback has been shared internally as we continue working to improve both our communication and account closure processes.
Thank you again for your feedback, and we’re sorry we couldn’t provide a smoother experience when leaving us.
– The Home Energy Team
Home Energy not providing final statements nor processing refunds
I switched supplier yet Home Energy continued to take a direct debit from my account. Nearly 4 weeks later they Emailed me telling me to login to my account to see my latest statement but I'm unable to do so (I think it's been deleted but have had constant problems accessing it). Attached to their Email was a 2 month old statement. They owe me a significant sum of money and I'm having to chase. The process doesn't appear to be as seamless as it should be.
11 May 2026
Unprompted review
Reply from Home Energy
Hi JTAP, we’re sorry to hear about your experience following your switch away from Home Energy.
We understand how frustrating it must have been to continue seeing Direct Debit payments collected while also struggling to access your online account and obtain an up-to-date final statement. We also appreciate the concern caused when a refund is owed and the process feels unclear or delayed.
Once a switch is completed, there can sometimes be a short period while final industry readings are validated and the account is fully reconciled before a final balance and refund are processed. However, we recognise that communication throughout this process should be clearer and accessing account information should not be difficult.
We apologise for the inconvenience caused and appreciate you bringing this to our attention. Feedback like yours helps highlight where we need to improve both our account closure journey and customer communications.
If your refund is still outstanding, please contact our support team directly with your account details so we can investigate this as quickly as possible.
– The Home Energy Team
Well done Home Energy
Whilst i would prefer to be able to speak directly with a person, the Home Energy support has been very good at resolving issues
11 May 2026
Unprompted review
Fine when with them. They keep taking your money once you move out.
Fine when with them. Website is shockingly bad. The UI is okay and easy to navigate but the responsiveness and doing any tasks, such as signing in or uploading meter readings is buggy as hell.
Told them I moved out 2 months ago but they still took 2 months of direct debit. Shocking off boarding service.
7 May 2026
Unprompted review
Reply from Home Energy
Hello Mr Broad, thank you for taking the time to leave a review and share your experience.
We’re pleased to hear that things were generally fine while you were supplied by us, but we’re sorry to learn that the moving-out process and your experience with our website left you frustrated.
We appreciate your honest feedback regarding the platform performance and reliability, particularly around logging in and submitting meter readings. While the site is designed to be simple to navigate, we recognise that usability also depends on it working consistently and smoothly.
We’re also sorry for the concern caused by Direct Debit payments continuing after you notified us that you had moved out. Final billing can sometimes take time while meter readings and account closure details are validated, but we understand how frustrating this feels when expectations around the offboarding process are not clearly communicated.
Your feedback has been shared with the relevant teams as we continue working to improve both our digital experience and account closure journey.
– The Home Energy Team
Small company who is trying to go…
Small company who is trying to go against the big ones.
Website user friendly and desn't need a military style password to actual get to my information!
They have a phone number!!!!!! and being on hold has never been more than 3-4 minutes.
When you get through the staff will spend time explaining things to you. They actually sound like they enjoy their jobs and are happy working there!
Tell me this isnt the way its suppose to be.
SHAME ON THE BIG CORPORATE COMPANIES.
You wont go wrong if you take on their services.
7 May 2026
Unprompted review
Always cancel your direct debit on moving
Home energy is a good UK energy supplier. However like with every other supplier you must cancel your direct debit when you change supplier. My account was in credit when I moved to a fixed rate in April 2026. I didn't cancel my direct debit and on may 1st 2026 they took a payment of £160. I contacted my bank and the money was immediately returned. I was then sent 2 emails from Home Energy asking me too reinstate my direct debit method of payment. The home energy app on my phone clearly stated in April that I am no longer a customer and my account is well in credit! So why do home energy think it's ok to take additional money. I sent an email to home energy who informed me it's my responsibility to cancel my direct debit! Shame on you Home Energy!😞😞
6 May 2026
Unprompted review
Reply from Home Energy
Hi Paul, thank you for the review. We’re pleased to hear you found Home Energy to be a good supplier overall, though we’re sorry for the frustration caused regarding your Direct Debit payment following your switch.
As Direct Debits remain active unless cancelled by either the customer or the bank, payments can still be collected if a payment schedule is already in progress during the account closure process. For this reason, customers are advised to cancel their Direct Debit with their bank once their final balance and switch have been confirmed.
We can see your account remained in credit and that the payment was successfully returned via your bank. The follow-up emails regarding reinstating the Direct Debit would have been automatically triggered as part of the account payment process, rather than an attempt to collect additional funds incorrectly.
We appreciate your comments and understand why this experience caused concern. Feedback like this helps us continue improving our customer communications during the switching process.
Team Home Energy.
The service we received from H/E was…
The service we received from H/E was great. Always answered the phones when we phoned. Always answered my questions immediately.
However, i just wished they would do a fixed rate on electricity and not a flexi. This is the only downfall i found with H/E.
They were the cheapest at the time before the price increase in April 2026.
Good luck for the future H/E.
6 May 2026
Unprompted review
Never deal with this shambles of a company
Ok where to start? the incompetence of this company is astounding, I left them over a month ago, they owe me more than £200 and I have had several emails telling me that the accounts team is "looking into it" and at the same time one email asking me to reinstate my direct debit and one asking for a meter reading....evidentially they still think I am their customer even though I haven't been for over a month, their customer support person Sei basically just says its being looked into and seems to ignore the fact that I am getting these emails, its unbelievable
6 May 2026
Unprompted review
Reply from Home Energy
Hello Mr Howes, we’re sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to receive automated account communications after your switch has completed, particularly while you are waiting for your final credit balance to be resolved. During the account closure process, some automated emails such as meter reading reminders or Direct Debit notifications can still be generated while the final account review and billing are being completed.
We also appreciate your frustration regarding the delay in receiving your remaining credit balance. Final account reviews can occasionally take longer where additional checks are required, however we understand this does not make the experience any less frustrating when you are waiting for funds owed back to you.
Team HE.
We’re sorry to hear you were unhappy with the support received and your comments have been noted internally. Please be assured the matter is being reviewed by the relevant team and any outstanding balance due will be returned once the final account process has been completed.
Team Home Energy.
Excellent Company.
Excellent Company.
Friendly, organised staff that give great customer service. I am very happy with this company.
1 May 2026
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.