E Energy Review Summary
- Excellent customer service
- Free smart meter including installation
- £50 loyalty bonus
- Not environmentally friendly
- Some complaints about billing issues
- App can be unreliable
Who are E Energy
E are a Birmingham-based energy supplier specialising in the pre-payment sector. They currently have 300,000 customers.
Normally an energy supplier’s pre-payment offering tends to be a ‘no frills’ offering, but the prepayment deal offered by E contains a number of extras, such as smart meter functionality and a loyalty bonus.
E offer both a fixed-rate tariff and a variable-rate tariff. The fixed-rate tariff is fixed for twelve months, although there are no exit fees if you switch to another provider before then. However, there is a £50 loyalty bonus for customers who stay with E for twelve months, either on the fixed-rate or the variable-rate tariff.
Prices are cheaper if you have a smart meter as different tariffs apply to smart meter users. However, there is no E tariff that has been designed specifically with electric vehicle users in mind.
E do not offer a renewable energy tariff although they offer one SEG tariff. The Smart Export Guarantee (SEG) replaced ‘feed-in’ tariffs and pays people who generate renewable energy if they do not use that energy and feed it back into the National Grid. E’s SEG tariff is the E SEG January2020v.1 tariff. This is a variable-rate tariff which currently pays a rate of 1p/kWh of electricity exported.
Customers who have responded to the Which? survey asking how they feel about E only rate E three stars out of five for value for money.
However, it is important to remember that pre-payment tariffs are generally more expensive that other tariffs, and E’s tariffs are not excessively priced compared to their pre-payment competitors.
E scores four out of five stars on TrustPilot, with 57% of reviewers saying that the company is excellent. Most of those TrustPilot reviewers singled out E’s customer service as being their strong point.
However, 32% rated the company as bad, with most of those people complaining about billing problems and being charged too much for their energy.
E is placed joint 24th out of 35 energy suppliers in the Which? survey. Like the TrustPilot reviewers, respondents to the Which? survey scored E highly for customer service although they did not do as well in terms of perceived value for money or the performance of their digital services.
E are open about their fuel mix, linking to a breakdown from every page on the E website. However, the company are not as environmentally friendly as some of their competitors.
At 325.4 g/kWh, E’s CO2 emissions are well above the industry average of 207.8 g/kWh. Only 8.9% of E’s electricity comes from renewable sources, with the majority (60.3%) coming from gas. Nuclear power accounts for 18.1% of E’s electricity supply, with coal accounting for a further 8.9%.
Online reviewers rate E’s customer service highly. According to energy regulator Ofgem data the company receive very few complaints, and those complaints they do receive are resolved quickly.
The company’s call centre is open for longer than most of their competitors’ call centres and according to Which? they answer phone calls in an impressive 68 seconds. However, there is no Live Chat facility on their website.
You can also contact E via email, either via their email address or via a contact form on their website, although they do not have a social media presence.
The E website is well designed, and everything is easy to find. It lets you manage your account and if you are on a smart meter, it will let you top up your account balance as well.
The E app, available for both Android and iOS devices, also lets you top up your account balance and manage your account. However, users have complained that it does not let you see your current account balance and crashes fairly often. It only scores three scores out of five on the Android Play Store, although the iOS version has been rated 4.7 stars out of five.
Because E only offer pre-payment tariffs, neither the website nor the app have a facility to let customers upload their meter readings.
Unusually for a company that has clearly given a lot of thought to its online presence, E does not have a presence on Facebook or Twitter.
E is a pre-payment only energy supplier, so you need to pay in advance for any energy that you use.
If you use a smart meter, top-ups can be made online or via the E app. If you don’t have a smart meter you need to top up your account at a PayPoint retailer.
E wants people to be on smart meters because that is one of their core selling points. Their service is built around the fact that you can top up your account online rather than having to go to a PayPoint retailer when your balance is running low.
E does not charge to install smart meters.
Do E Energy offer a recommend a friend referral scheme?
The E referral scheme gives the referrer and the new customer £25 when a new customer signs up. The new customer has to remain an E customer for 28 days before the credit is granted.
The credit comes in the form of credit towards your account rather than cash or vouchers. There is no limit to the number of referrals that an existing E customer can make.
Do they work with pre-payment meters?
E only offer pre-payment accounts.
Do they accept Economy 7?
E offer Economy 7 tariffs.
Are they signed up to the Warm Home Discount?
E are part of the Warm Home Discount scheme.
Are they signed up to the Energy Switch Guarantee?
E have not signed up to the Energy Switch Guarantee.
Do they mention about the Priority Services Register?
E operate a Priority Services Register.
Do they offer a ‘Dual Fuel’ discount?
E do not offer an up-front ‘Dual Fuel’ discount. However, customers who use E for both gas and electricity get a £50 loyalty bonus if they stay with E for twelve months.
Will they offer to pay a customer’s exit fees when they join them?
E will not pay an exit fees if a customers previous energy supplier imposes such fees because the customer has switched to E before their previous energy contract has come to an end.
What happens if you move home whilst with them?
E does not give any advice to people moving home on their website. However, as E is a pre-payment provider there are no meter readings to give so when you move home you simply cancel your account at your previous home and start a new account at your new home.
Do they offer any incentives for joining?
You get a smart meter free of charge when you switch to E and if you have signed up via a referral code you also get £25 credit for joining.
How to contact E Energy
Address: T3, Trinity Park, Birmingham, B37 7ES
You can contact E Energy customer service by calling: 0333 103 9575
You can email them through: Customer.firstname.lastname@example.org
Monday – Friday 8am – 8:00pm, Saturday 9am – 5pm
Closed on all Bank holidays.
Switch to E Energy
The easiest way to switch to E Energy is through Energy Helpline’s comparison website here. This will allow you to check if E 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.