Ecotricity Energy Review Summary
- Most environmentally friendly energy supplier in the market
- Vegan-friendly energy
- Network of motorway charging points
- Pre-payment customers cannot use smart meters
- Not the cheapest energy supplier
- Poor complaints handling record
Who are Ecotricity Energy
Ecotricity started supplying green gas in 2010, adding green energy to their offering in 2013. They claim that they are Britain’s Greenest Energy Company. A big claim, perhaps, but one that they can back up.
The electricity that Ecotricity supply comes from 100% renewable sources. But they are not just buying renewable energy from other generators. They are also investing their profits in their own windmills and sunmills. Currently, Ecotricity generate 25% of the electricity that they supply.
They also supply carbon neutral gas which at the moment is done in part via biogas and in part via carbon offsetting. However, Ecotricity’s aim is for 100% of the gas that they supply to be biogas in the near future.
Ecotricity have also installed electric vehicle chargers along the UK’s motorway network to encourage electric vehicle use and offer a special rate for customers using these chargers if they have signed up for the Ecotricity Fully Charged Bundle.
If that wasn’t enough, Ecotricity fund anti-fracking campaigns are the only UK energy supplier to have been recognised by the The Vegan Society as no animal by-products are used in their energy supply process.
Ecotricity only offer one standard tariff, and it’s a variable rate tariff with no exit fees.
The variable rate tariff is available to pre-payment customers and customers with smart meters. No fixed rate tariffs are offered.
In addition to the standard tariff, Ecotricity also offer a tariff aimed at electric vehicle owners called the Fully Charged Bundle. This gives customers a lower electricity price as well as half-price charging at Ecotricity’s network of motorway charging points.
Customers who sign up for the Fully Charged Bundle can also take advantaged of a discounted Rolec WallPod:EV HomeSmart Charger.
Ecotricity offer Microtricity, a ‘feed-in’ tariff, although this will be withdrawn in March 2020 and is currently only available to people who had a system installed and MCS certified prior to March 2019.
Electric vehicle owners could find that switching to Ecotricity saves them money, particularly if they make regular use of Ecotricity’s network of motorway charging points.
Customers without an electric vehicle could find that Ecotricity’s energy is more expensive than the price they are paying with their existing energy supplier. However, most people switching are doing so to support Ecotricity’s environmental work in saving the planet rather than simply to save money.
Ecotricity scores an average three out of five stars at TrustPilot and the reviews suggest that their customers either love or hate them. Only 20% of customers rate Ecotricity between great or poor, with the vast majority of customers rating Ecotricity either excellent or bad. The excellent and bad ratings are fairly evenly spread between the two ratings.
Which? puts Ecotricity at joint seventh place out of 35 energy suppliers. Ecotricity scored well for customer service, but not so well for complaints. Although Ecotricity receive fewer complaints than most energy suppliers, when things do go wrong it takes Ecotricity longer to resolve them.
Citizen’s Advice only places Ecotricity in 36th place out of 40 energy suppliers with only 2.4 out of five stars. Billing problems were the main issue, with customers complaining that bills took too long to come and were often inaccurate.
Ecotricity’s main selling point is it’s environmental credentials so as you would expect, its website contains a lot of information about how green the energy is.
The electricity comes from 100% renewable sources. Some of the gas comes from biogas with the rest being carbon offset, although Ecotricity is planning to increase the percentage of biogas that they supply.
Ecotricity are building their own green energy generation facilities, with planning permission having been granted for a new gasmill in Hampshire. Ecotricity have already built their own windmills and sunmills.
In addition to the green energy that Ecotricity supply, they are also active in the campaign against fracking via their People Power Fund.
Ecotricity can be contacted by phone or email, although there is no live chat facility available at their website. At three minutes and 32 seconds, Ecotricity’s response time is average.
Ecotricity receives just 21.2 complains per 10,000 customers which is below average. However, it takes much longer than most other energy suppliers to resolve the complaints that they do receive.
Which? scores Ecotricity’s customer service 2.4 out of five stars, putting them in 36th place out of 40 energy suppliers.
Ecotricitiy’s website is extremely well laid out and the information on it is surprisingly easy to find considering the amount of information available. You can also log into your online account to submit meter readings and check or pay your bills. However, there is no live chat facility.
There is also an app that works with both Android and iOS devices. The app claims to let users do everything that they can do via the Ecotricity website, but the reviews of it are poor. It only scores 2.2 out of five stars at Google’s Play Store and 2.5 out of five stars at Apple’s App Store.
Ecotricity say that the easiest way to pay is by direct debit, although customers can also pay by credit or debit card, either via the website/app or over the phone. It is also possible to pay by cash, cheque or bank transfer.
Bills are based on estimated use and are adjusted if you supply up-to-date meter readings.
There is also a pre-payment option, although as Ecotricity does not accept smart meters, pre-payment customers need to top up their account via a PayPoint retailer.
Ecotricity have started rolling out smart meters in certain areas.
Customers who already have a smart meter can continue to use their smart meter when they switch to Ecotricity, although they may lose their meter’s smart functionality.
Pre-payment customers who have a smart meter cannot continue to use their smart meter when they switch to Ecotricity, but Ecotricity will replace the smart meter with a conventional meter free of charge.
Do Ecotricity Energy offer a recommend a friend referral scheme?
Ecotricity will give a £25 Ethical Superstore voucher to both the person signed up and the person who referred them when someone switches.
Do they work with pre-payment meters?
Ecotricity accept pre-payment meters although you cannot switch if you have a smart meter. However, Ecotricity will convert your smart meter to a non-smart, conventional meter free of charge.
Do they accept Economy 7?
Yes, Ecotricity offer Economy 7.
Are they signed up to the Warm Home Discount?
Ecotricity is not signed up to the Warm Home Discount, arguing that it is better to deal with fuel poverty by investing in new sustainable energy sources.
Are they signed up to the Energy Switch Guarantee?
Ecotricity are not signed up to the Energy Switch Guarantee. According to Citizen’s Advice, only 90.1% of switches are completed within 21 days.
Do they mention about the Priority Services Register?
Ecotricity operate a Priority Services Register and customers can sign up for it online at their website.
Do they offer a ‘Dual Fuel’ discount?
Ecotricity offer a £15 ‘Dual Fuel’ discount.
Will they offer to pay a customer’s exit fees when they join them?
Ecotricity will not pay any exit fees imposed by a previous customer’s energy supplier if a customer switches before their previous energy supply contract has come to an end. Any exit fees are the responsibility of the person switching.
What happens if you move home whilst with them?
Ecotricity offer easy-to-use forms on their website to help people who are moving out of their existing home or moving into a new home.
Do they offer any incentives for joining?
Electric vehicle owners who sign up for Ecotricity’s Fully Charged Bundle can take advantage of a discounted Rolec WallPod:EV HomeSmart Charger.
How to contact Ecotricity Energy
Address: Lion House, Rowcroft, Stroud, Gloucestershire, GL5 3BY
You can contact Ecotricity Energy customer service by calling: 01453 756 111
You can email them through: email@example.com
Monday – Friday 8.30am – 6:00pm
Closed on all Bank holidays.
Switch to Ecotricity Energy
The easiest way to switch to Ecotricity Energy is through Energy Helpline’s comparison website here. This will allow you to check if Ecotricity 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.