ESB Energy Review Summary
- Backed by a company with 90 years experience in the energy supply industry
- Free access to Rapid Charging Point network for electric vehicle owners
- Well designed website with online account management functionality
- Energy is not 100% renewable
- No app for account management
- Not the cheapest energy supplier and difficult to find information on the tariffs without actually getting a quote
Who are ESB Energy
ESB Energy is a relative newcomer to the UK energy sector. However, its parent company is Ireland’s state energy provider which supplies most of the electricity and gas in Ireland and has 1.25 million customers. That parent company has been in business for 90 years and currently employs 7,000 people
Although ESB Energy only started supplying energy to UK households in 2017 it has been investing heavily in power plants in Britain over the past 25 years. In addition to conventional power stations, the company also has 18 wind farms that supply over 400MW of sustainable energy as well as 9 hydroelectric plants. Its latest project was a renewable energy plant in the Port of Tilbury that generates enough green electricity to power nearly 100,000 homes.
The company also operates Rapid Charging Point networks in Coventry and London which electric vehicle owners can use either on a membership basis or on a pay-as-you-go basis.
ESB Energy offers a range of fixed rate tariffs with different contract lengths.
In addition, there is a membership scheme where electric vehicle owners can get access to the company’s Rapid Charging Point networks in Coventry and London at a lower cost than non-members pay. The membership fee for the rapid charging network is waived if you are using ESB Energy for your home energy supply. The membership fee is also waived for taxi drivers.
A variable rate tariff is available, but the company appears keen to steer potential customers towards its fixed rate tariffs rather than its variable rate tariff. The variable rate tariff is a bit hidden and the only mention of it is when a customer requests a quote to see how much it would cost to use ESB Energy for their energy supply.
ESB Energy isn’t the cheapest energy supplier. Instead it sells itself on the basis that it has 90 years of experience in the energy supply sector and as such, knows how to deliver excellent customer service.
Unlike some other energy providers ESB Energy does not publish their tariffs online. Customers who want find out how much ESB Energy would charge them actually have to go through the quote process to find out, although this only process only takes a few minutes to complete.
ESB Energy’s customer service team is available via phone from Monday to Friday between 9am and 5pm. The average time for a call to be answered is 2 minutes 50 seconds which is around the industry average, although they also offer a callback feature. The company can be contacted via email we well.
As a relatively new energy supplier, there are not many customer reviews at the moment. There are only 155 reviews on TrustPilot at the moment.
However, ESB Energy scores 3.7 stars out of five stars on TrustPilot with 70% of reviewers rating the company as good or excellent. However, the company either gets it very right or very wrong with one in five TrustPilot reviewers rating the company as bad.
The ESB Energy website is clean and tidy and it is easy to find any information that you need. The company is keen to stress how transparent it is and its website demonstrates this.
There is an app, but only to help you locate a Rapid Charging Point for your electric vehicle. The app does not let you manage your home energy account.
ESB Energy claims that it is working towards sustainability but the energy that it is currently supplying is not 100% renewable.
The company does operate a number of environmentally friendly power plants, but it is also investing in conventional power plants such as the 884MW Carrington gas power station that started generating power in 2016.
The electricity supplied via the Rapid Charging Point networks in Coventry and London is 100% renewable.
ESB Energy complaints
The majority of complaints on TrustPilot relate to billing problems. Having said that, ESB Energy has responded to each complaint quickly and Citizens Advice data reveals that 98.9% of ESB Energy customers say that their bills have arrived on time.
ESB Energy login
The ESB Website lets you check your account and tariff details. You can submit meter readings and view your previous meter readings. You can also view your previous and current bill, and pay your bill.
Online account management is only possible via the ESB Energy website. There is no app currently.
Do they work with pre-payment meters?
ESB Energy does not offer pre-payment meters. Monthly payment is the only option available.
Do they accept Economy 7?
ESB Energy offers Economy 7. The peak hours will vary depending on your meter and where you are located.
Are they signed up to the Warm Home Discount?
ESB Energy does not offer the Warm Home Discount. Companies are only required to join the scheme if they have at least 250,000 customers and although ESB Energy’s parent company has 1.25 million customers those customers are in Ireland rather than the UK.
Are they signed up to the Energy Switch Guarantee?
ESB Energy isn’t signed up to the Energy Switch Guarantee, but currently 100% of switches are completed within 21 days.
What billing options are available?
Payment is via monthly direct debit. ESB Energy says that doing it this way helps it to keep its costs low and it can pass those savings onto its customers. Its customers can choose to have a variable direct debit based on their actual energy usage or pay a fixed amount each month.
The fixed direct debit makes it more easy to budget because the amount is always the same. The variable direct debit will be cheaper in the summer months as less energy is being used, but more expensive in the winter when the heating is being used more.
Customers with a fixed direct debit can choose which the date the money comes out of their account each month, whereas for customers on the variable direct debit the money is taken 14 days after the bill has been sent.
Do they offer a ‘Dual Fuel’ discount?
ESB Energy does not offer a ‘Dual Fuel’ discount.
Do they offer a smart meter? Do they accept smart meters?
You can switch to ESB Energy if you have a Smart meter but the company does not support Smart meters currently so you would lose the smart functionality.
There are currently no plans to support Smart meters, although the company says that it may support them at some point in the future.
Do they charge exit fees?
There is a £30 exit fee per fuel if a customer leaves a fixed rate tariff before the end of their contract. There are no exit fees if customers are on the variable rate tariffs although ESB Energy tries to steer customers towards its fixed rate tariffs.
Will they offer to pay a customer’s exit fees when they join them?
ESB Energy will not pay a customer’s exit fees if their previous supplier charges them for switching before the end of their previous contract. Those fees would be the responsibility of the customer.
Do they offer any incentives to customers to refer friends/family?
ESB Energy does not operate a referral scheme.
What happens if you move home whilst with them?
If a customer moves home while they are with ESB Energy they would need to supply a final meter reading and pay any outstanding charges. Customers who are on the fixed monthly direct debit could find that the outstanding balance could be quite large depending upon what time of the year they moved house.
Customers who want ESB Energy to supply their energy to their new home would need to sign up for a new account at their new property. It is not possible to carry an outstanding balance over to the new account.
Can you get cashback when joining ESB Energy?
Cashback is not available to people who are signing up to ESB Energy or switching to ESB Energy from another provider.
Do they mention about the Priority Services Register?
Yes, and ESB Energy explains the additional help they can provide really well and make it easy to register either via phone or online.
How to contact ESB Energy
You can contact ESB’s Energy customer service by calling: 0345 607 0372
You can email them through: firstname.lastname@example.org
Monday to Friday, 9am to 5pm
How do I switch to ESB Energy?
The easiest way to switch to ESB Energy is through uSwitch’s comparison website here. This will allow you to check if ESB 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.