LECCY Review Summary
- Smart meters for new and existing pre-payment customers
- Call centre open longer than other energy suppliers and phones answered quickly
- Competitive tariff for pre-payment customers
- Only available in North West England and North Wales
- Disappointing website
- Slow to resolve complaints
Who are LECCY?
Leccy – Liverpool Energy Community Company – are a not-for-profit partnership between Liverpool City Council and Robin Hood Energy which is owned by Nottingham City Council. Leccy aim to offer low cost gas and electricity to the people of Liverpool and the surrounding area to reduce poverty.
There are no shareholders or directors’ bonuses, so all profits go back into keeping prices low and supporting energy saving projects.
Leccy concentrates on supporting prepayment customers, helping them to move off costly pre-payment meters when the time is right for them.
Leccy offer a range of fixed rate tariffs covering different periods. There is an exit fee of £30 per fuel if you switch to a different energy provider before the end of your fixed rate term. A variable rate tariff is also available.
There is no tariff designed for electric vehicle owners, although Leccy offer an Economy 7 tariff that would make it cheaper for electric vehicle owners to charge their vehicles if they charge them overnight.
Leccy do not offer a ‘feed-in’ tariff but a ‘feed-in’ tariff is offered by their partner company, Robin Hood Energy, and Leccy customers can access that ‘feed-in’ tariff.
In the latest Which? survey Leccy’s customers rated the company four out of five stars for value for money. However, they are not the cheapest energy supplier, despite being a not-for-profit company and boasting that they do not have to pay dividends to shareholders or bonuses to directors.
TrustPilot gives Leccy rating of 3.2 out of five stars, but this is based on just one single review. This review was a one-star review from 2017 that was scathing of Leccy’s customer service.
However, Robin Hood Energy, Leccy’s partner and the company that does the admin for Leccy, are rated 3.9 out of five stars with 80% of the reviewers saying that the company are great or excellent.
Citizen’s Advice does not have sufficient data to rate Leccy, but it rates Robin Hood Energy 3.2 out of five stars with billing being an issue. Citizen’s Advice places Robin Hood 29th out of 40 energy suppliers. Which? places Robin Hood Energy in joint 20th place out of 35 energy suppliers in its latest energy market survey, although Robin Hood Energy had been in second place in the previous Which? energy market survey.
The link to Leccy’s fuel mix on their website is broken. However, 100% of Leccy’s electricity now comes from renewable sources.
There is no live chat feature on Leccy’s website, but customers can contact them via their online account or via the app.
They can also be contacted by phone, and their call centre is open longer than most other energy suppliers. They answer calls in an average time of one minute and 55 seconds which is faster than most other energy suppliers.
There is no complaints data for Leccy, but Robin Hood Energy which deals with the customer service for Leccy receive 29.3 complaints per 10,000 customers. This is slightly above average, but more disappointing is the length of time that Robin Hood Energy take to deal with complaints. Only 47% of complaints made are dealt with by the next working day, whereas some energy suppliers are managing to resolve up to 80% of complaints in that timeframe.
Leccy’s website is visually appealing but when you try to use it you discover that it is badly broken. Many of the links do not work and the website has obviously not been updated for some time as there is a link to the 2019 Christmas and New Year opening hours which is clearly out of date. The amount of information that is available is limited as well.
The Leccy app is a different story. It lets you review your energy consumption and bills as well as letting you submit meter readings. You can also use the app to chat to a customer service agent from 8am to 8pm on weekdays and 9am to 5pm on Saturdays.
The app is compatible with both Android and iOS devices, but although it is compatible with first generation smart meters it doesn’t work with second generation smart meters. Despite Leccy claiming that they want to help pre-payment customers and offering to install smart meters for new and existing pre-payment customers, pre-payment customers cannot take advantage of the app.
Leccy offer a fixed monthly direct debit option where you pay the same each month regardless of how much energy you use, or a variable monthly direct debit based on the meter readings that you supply. If you are on the fixed monthly direct debit option the amount is reviewed every six months to ensure that you are paying the correct amount.
The standing charge is lower if you pay by monthly direct debit, but customers can also pay by credit or debit card online, or by credit or debit card, cash or cheque at a Post Office or a Paypoint.
Leccy also accept pre-payment customers. Pre-payment customers can pay for their energy in advance at a Paypoint. If they have a smart meter, pre-payment customers can top up their account online or by phone.
There is a discount for customers who opt for paperless billing although customers are given the option to receive a paper bill.
Leccy offer smart meters to new and existing customers who are on pre-payment meters to help them manage their energy more efficiently. However, they have no plans to install smart meters for customers who are on credit accounts.
Customers switching to Leccy may find that their existing smart meter loses its smart functionality when they switch and they will need to submit meter readings manually.
Do LECCY offer a recommend a friend referral scheme?
Leccy do not operate a friend referral scheme.
Do they work with pre-payment meters?
Yes. In fact, one of Leccy’s aims is to help people on pre-payment meters manage their energy consumption better and they offer smart meters to customers on pre-payment accounts.
Do they accept Economy 7?
Leccy offer Economy 7 tariffs.
Are they signed up to the Warm Home Discount?
Leccy are signed up to the Warm Home Discount scheme. The Leccy website explains what the Warm Home Discount is and how people can claim it.
Are they signed up to the Energy Switch Guarantee?
Leccy are not signed up to the Energy Switch Guarantee. However, according to Citizen’s Advice Robin Hood Energy, the energy supplier that they are partnered with, complete 100% of switches within 21 days.
Do they mention about the Priority Services Register?
Leccy operate a Priority Services Register and there is a link to information about it on their website home page.
Do they offer a ‘Dual Fuel’ discount?
Leccy does not offer a ‘Dual Fuel’ discount.
Will they offer to pay a customer’s exit fees when they join them?
Leccy do not pay any exit fees imposed by a customer’s previous energy supplier if the customer switches to Leccy before their previous energy supply contract has reached its end. 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 Leccy customer you will need to provide a meter reading so they can calculate your final bill.
Leccy will also help you switch the electricity and gas supply in your new home to them if you want to continue using them as your energy supplier. However, they can only do this if your new home is in North West England or North Wales as these are the only areas in which Leccy operate.
Do they offer any incentives for joining?
Leccy do not offer any specific incentives to encourage customers to switch their energy supply to them, although they do offer smart meters to new pre-payment customers.
How to contact LECCY
Address: o PO Box 10461, Nottingham, NG1 9JS
You can contact LECCY customer service by calling: o 0800 023 4171
You can email them through: firstname.lastname@example.org
Monday – Friday 8am – 8:00pm, Saturday 9am – 5pm
Closed on all Bank holidays.
Switch to LECCY
The easiest way to switch to LECCY is through Energy Helplines’s comparison website here. This will allow you to check if LECCY 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.