British Gas Evolve Review

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Last updated: 17th June 2021

Is British Gas Evolve going bust?

With the current trouble in the energy market, some energy suppliers are going out of business. As of 19th September 2021, there is no information to say British Gas Evolve are going bust or are in trouble.

British Gas Evolve Review Summary

PROS:

CONS:

  • Very poor customer reviews
  • Only one tariff offered
  • Payment must be made via direct debit

Who are British Gas Evolve?

British Gas started a trial project called British Gas X at the start of 2020. The aim was for British Gas X to be a low cost, simple to use and environmentally friendly domestic energy supplier.

The trial was deemed to be a success and was rebranded as British Gas Evolve on 5th October 2020 when it officially launched. In January 2021 British Gas Evolve took on the 50,000 clients of Simplicity, an energy supplier that had ceased trading.

What tariffs do British Gas Evolve offer?

British Gas Evolve offer one fixed rate tariff. The rate is fixed for twelve months although there are no exit fees if a customer decides to switch energy supplier earlier. There is also a variable rate tariff which is more expensive.

Customers can use British Gas Evolve for electricity, gas or both. They do not offer a tariff aimed at electric vehicle owners and neither do they offer a ‘feed-in’ tariff.

Alternative tariffs are available via the main British Gas energy supply business.

How do British Gas Evolve compare price?

Although British Gas Evolve aim to be a low-cost energy supplier, there are other energy suppliers that offer more competitive tariffs.

What do other British Gas Evolve reviews say? Are British Gas Evolve any good?

As a relatively new company, there are not many online reviews of British Gas Evolve. Citizen’s Advice and Which? have yet to review them.

They do not score well on TrustPilot, with an average of just 2.1 out of 5 stars from over 600 reviews. The majority of complaints are in relation to customer service issues.

RatingPercentage of reviews
Excellent18%
Great8%
Average3%
Poor3%
Bad67%
Data from TrustPilot. Correct as of 04/08/2021

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How green is British Gas Evolve’s energy?

All of the electricity supplied by British Gas Evolve comes from renewable sources. They explain on their website that they purchase Guarantees of Origin certificates and Renewable Energy Guarantee of Origin certificates to ensure that the energy they supply is environmentally friendly.

What is British Gas Evolve’s customer service like?

British Gas Evolve have deliberately chosen to be an online-only energy supplier to keep costs down so they do not operate a call centre. All interaction with them needs to be done online.

Their live chat facility is only available between 9am and 5pm on weekdays, though, and isn’t available on weekends. Customers can also email them, although they say that it could take five days for them to respond which is considerably longer than most of their competitors take.

As British Gas Evolve is a relatively new brand there is no publicly available information in terms of their actual response times, complaint levels, etc.

What is British Gas Evolve’s website/app like?

The British Gas Evolve website is visually appealing, but the information that it contains is limited and it is not easy to find that information as there is no search feature.

There is a live chat feature although it is only available between 9am and 5pm on weekdays. There is also an online portal where you can manage your account, view your bills and upload meter readings.

Although British Gas Evolve has been set up to be an online-only energy supplier, there is no app.

What billing options are available?

British Gas Evolve only accept payment via fixed monthly direct debit. Customers cannot pay by cheque, bank transfer or via pre-payment.

The amount of the direct debit is reviewed every six months. Customers can increase the amount of their direct debit via the online portal. If they want to reduce the amount, they need to speak to someone at British Gas Evolve via live chat to discuss that.

There are no discounts for paperless billing because all billing is paperless.

Do British Gas Evolve offer smart meters?

British Gas Evolve does not currently offer smart meters. Customers who have smart meters can switch their energy supply to British Gas Evolve but they will not be able to use their smart meter’s smart functionality and will need to submit meter readings manually.

Do British Gas Evolve Energy offer a recommend a friend referral scheme?

British Gas Evolve do not offer an incentive for recommending them to friends and family.

Below are a few quick questions you may need answers to along with our British Gas Evolve review:

Do they work with pre-payment meters?

British Gas Evolve only accept payment via monthly direct debit. The do not offer pre-payment accounts. Prepayment accounts are available via the main British Gas energy supply service.

Do they accept Economy 7?

British Gas Evolve do not accept Economy 7 although customers who want an Economy 7 tariff can use the main British Gas energy supply service.

Are they signed up to the Warm Home Discount?

British Gas Evolve offer the Warm Home Discount and eligible customers can sign up at the British Gas Evolve website.

Are they signed up to the Energy Switch Guarantee?

Yes, British Gas Evolve are signed up to the Energy Switch Guarantee.

Do they mention about the Priority Services Register?

British Gas Evolve operate a Priority Services Register for their vulnerable customers and eligible customers can sign up at the British Gas Evolve website.

Do they offer a ‘Dual Fuel’ discount?

There are no discounts available to customers who choose to use British Gas Evolve for both electricity and gas.

Will they offer to pay a customer’s exit fees when they join them?

British Gas Evolve will not pay any exit fees imposed by a customer’s previous energy supplier if exit fees have been imposed because the customer has switched before the end of a fixed rate term. Any such fees remain the responsibility of the customer.

What happens if you move home whilst with them?

If you move home while you are a British Gas Evolve customer you need to contact them via live chat giving them your details, a final meter reading and details of the person who will be responsible for the energy supply now that you have left the property.

If you move into a property that is being supplied by British Gas Evolve you need to contact them with your details and a meter reading. At that point you will be put on British Gas Evolve’s standard variable tariff and they will discuss your options with you.

Do they offer any incentives for joining? 

There are no specific incentives for switching your energy supply to British Gas Evolve.

How to contact British Gas Evolve

You can contact British Gas Evolve in a number of ways. Below as part of our British Gas Evolve review we’ve detailed all their means of contact:

Customer Email: service@britishgasevolve.co.uk

Telephone: British Gas Evolve does not operate a call centre

Office Hours: Monday to Friday, 9am–5pm. Closed on weekends and bank holidays

Office Address: Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD

Website

Facebook

Twitter

How do I switch to British Gas Evolve?

The easiest way to switch to British Gas Evolve is through a comparison website. This will allow you to check if British Gas Evolve Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.

🏆 Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.

Read our review

Avatar for Rob

Rob

Rob runs Energy-Review.co.uk. The project initially began when he switched energy suppliers for the first time and found there wasn't a website that provided simple, data backed reviews on all the suppliers available. Since then, Rob has spent considerable time looking at all publicly available data about each supplier and writing reviews using this information. Reviews are updated as regularly as possible and any data is backed up by a source where necessary. If you find any issues, please use our contact form to let us know.

9 Comments
  1. Horrendous customer service, condescending and refuse to escalate complaints. They send very misleading emails saying “we’ll take care of everything” when in fact they are too inadequate to do so. Avoid!

  2. Condescending staff, when they actually reply . Refusal to respond to DM through Twitter – even though they requested . Only ‘contactable’ weekdays 9 till 5pm. Was this company created for a ‘laugh’?
    Appalled at the ‘service’ so far – and I’m only attempting to give an initial meter read. I despair.

  3. Been with this BG Evolve crowd since February 2021 and they have cocked up in these ways:

    1. Failing to take on the Gas Supply at the same time as they took on the Electric from the previous supplier.
    2. Blamed the above issue on the previous supplier when it was really them who cocked up.
    3. Their online chat is abysmal – run by BOTS who just keep asking the same question over and over. Hardly ever controlled or run by a Human!
    4. Condescending e-mails from some of their staff following telephone conversations or online chats.
    5. Unhelpful advice or information given for matters relating to log-in problems. A
    6. A very odd company which does not have its’ own web page like BG does: instead, you have to manually search BG Evolve in the Google search bar for the BG Evolve company info. This is what you are told to do AFTER the third attempt in trying to log onto the BG website thinking it is all one and the same!

    I wish that I had stayed with the previous supplier now, despite their tariffs rising in price. 😢

    I thought N-Power were diabolical – BG Evolve are not far behind. 😡🤬

  4. I got transferred to them from British Gas with an email saying it was all being done automatically & if I didn’t like it I could change supplier. No option to remain on the plan I was on.

    I had smart meters installed after the regular letters and emails from BGas insisting they would be of benefit. Which Evolve don’t use! So after less than 12 months it’s back to providing manual readings.

    And after their email assuring me the outstanding balances (due to their c*ck-up with the direct debits) would be transferred to the Evolve accounts, I’ve had an email from BGas this morning at 00:10 informing me I owe them over £600 by the end of the month to settle my accounts.

    I’ll come back with an update after I get my first bills from Evolve, which I’m sure will be accurate…

  5. If i could give no stars I would.
    They were the supplier of the gas and electric to my flat I moved into.
    I transferred to a different supplier and they allowed the electric but not the gas.
    There is no reason why and you can’t speak to a person.
    I keep being sent bills with no method how to pay.
    If you email they take over 5 working days to respond and then you can’t reply. The only option is to resubmit another email and you have to wait over a week for a reply. I have been playing this game for 3 months now.
    The only other option is there online chat 9-5 mon-fri. This is generally not and option for me due to my job, however, the 5 windows of opportunity I have to try and resolve this and the outstanding amounts/give a meter reading on these online chats, the assistants have just cut me off and ended the chats. I then have to rejoin the queue!
    Still not resolved
    I’m so stressed with it all can’t speak to anyone, being sent bills I can’t pay and now I have my electric with one company and gas with another.
    This has caused me a lot of distress and sleepless nights! I have told them this in emails and they don’t care!
    Horrible company stay well clear!!

  6. This has got to be the worst energy company in the UK. Like so many others, I was unilaterally switched to BG Evolve from Simplicity. The meter readings they received from Simplicity were wrong and for 3 months now I have been trying to get them to rectify my account despite my sending them accurate meter readings myself. You cannot speak to a human being on the phone and the webchat person I spoke to was completely useless. Her computer kept crashing and she said she would respond to my problem by email, but I never heard another word. I despair.

  7. Absolutely dreadful company. Interesting they’ve signed up to the energy switch guarantee.
    As a Simplicity customer I was switched to this tin pot operation with no input from myself.
    As soon as I was able I opted to leave and switch to another company who I’ve already made two direct debit payments too.
    I get an email from BG evolve asking for my meter readings….turns out I haven’t been switched by BG Evolve at all as according to my supposed new supplier BG blocked the switch due to outstanding finance (!)
    Strange I paid a final bill to Simplicity, a whopping £269 to BG Evolve and 2 direct debits to my new company too!
    Of course there’s no one I can contact.
    Seems this is a recurring theme with all ex Simplicity customers. BG Evolve are clearly trying to reclaim the loss that Simplicity made.
    I feel a massive law suit is the only way forward.
    Watchdog notified, same with Ofgem.

  8. One of the worst energy suppliers I’ve ever had up there with npower. Communication is extremely poor, a communication contacting chat service is extremely poor. Impossible to get them on the phone. And they incorrectly informed me my smart metre would be able to work with their kit when I took out the contract which it didn’t and I’ve been pestered with metre readings ever since

    • Reply Avatar for Precious Allen-Joned
      Precious Allen-Joned April 30, 2021 at 1:40 pm

      Oh my God, I’m in the same problem, I’m one of Simplicity ex-customer too The bill is big. I’m trying to contact customer service help.I did not sign up with them they got my account without my consent.How can we get away from them.

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