Lumo Energy Review Summary
- Easy to manage customer accounts via the Lumo Energy app
- Guaranteed low cost energy because if the Lumo Energy tariff is not the best deal, the Lumo Energy app recommends a competitor’s deal instead
- Lumo Energy and its app score favourably in online reviews
- No possibility of speaking to a real person because all customer service is done via the Lumo Energy app
- Doesn’t operate in all regions of the UK currently
- The energy Lumo Energy supplies is not currently 100% renewable
Who are Lumo Energy
Lumo Energy, a subsidiary of OVO Energy, is an app-based energy supplier. The company started life as an an energy comparison site but has now introduced its own energy tariff.
Although Lumo Energy now offers its own energy tariff, it still provides a comparison facility allowing its customers to see whether there is a better deal elsewhere. If there is, the comparison facility notifies the customer and makes it easy for that customer to switch their supply to that energy supplier.
Lumo Energy is open about the fact that it earns commission by switching its customers to other energy suppliers. However, the comparison facility doesn’t only show customers the deals available from energy suppliers who pay a commission to Lumo Energy. Deals available from energy suppliers who don’t pay commission to Lumo Energy are also included.
Lumo Energy only offers its own tariff in some regions of the UK at the moment. However, if offers its competitors’ tariffs as well as its own so people can use the Lumo Energy app even it the company doesn’t offer its own tariff in that customer’s region.
Lumo only offers one tariff. This is a one year, fixed rate tariff. However, as it also acts as a comparison site so it also offers a range of other energy companies’ tariffs and will help its customers switch to a different supplier if there is a better deal for them elsewhere.
Whether Lumo Energy is or isn’t the cheapest energy supplier is largely irrelevant because if there is a cheaper deal available, the company’s app will tell you and help you switch you to that deal instead of their own deal.
Some people will love Lumo Energy’s customer service whether other people will hate it.
It’s easy for customers to manage their energy supply account via the company’s app. However, the app is the only way to manage your account. Customers that don’t have a smartphone or tablet and an Internet connection will not be able to use Lumo Energy.
Lumo Energy does not have a call centre and it is not possible to speak to a human being. The website doesn’t even feature a live chat facility.
Lumo Energy gets 4.1 stars out of five stars at Trustpilot. Most of the reviewers (76%) rate the company as good or excellent with only 18% rating the company as poor or bad.
Lumo Energy’s website is extremely well laid out and navigation is easy. There isn’t much information there, but all of the information that you need is available.
The app is even better, as you’d expect from a company that is primarily app-driven. It is available for both Android and Apple iOS devices and is rated 4.4 stars out of 5 stars on the Google Play Store and 4.5 stars out of 5 stars on Apple’s App Store.
Lumo’s energy is only 33% renewable. However, it is very open about its fuel mix and there is a direct link to a breakdown of the company’s fuel mix from the company’s home page.
Lumo Energy does not use nuclear energy and its 204 grams of CO2 per kWh is lower than the industry average of 224 grams of CO2 per kWh.
Lumo Energy complaints
The majority of complaints about Lumo Energy relate to the fact that it is not possible to contact the company other than via the app.
The company offers a facility that makes it easy to lodge a complaint at its website or via its app.
Lumo Energy login
Considering Lumo Energy is a digital-only energy provider, the company’s website offers very little in the way of functionality. There are no account management facilities and the only things that the website enable its customers to do is send a message via a contact form and make a complaint. There is not even a search facility.
The app is where everything happens. This app gives potential customers an accurate quote based on how much energy they are using and helps customers switch their energy supply to Lumo Energy or to another energy supplier if there is a better deal on offer elsewhere. Once a customer has decided to switch the app shows the progress of the switch including how many the days it will be until the switch has been completed.
Like most competitors’ apps, once a customer has switched to Lumo Energy the Lumo Energy app can be used to submit meter readings, monitor energy usage, view bills and manage payments.
But the app does much more than that. It lets customers manage all of the other features of their Lumo Energy accounts as well, including registering for the Priority Services Register, applying for the Warm Home Discount and so on. It also contains a lot of helpful information.
Do they work with pre-payment meters?
Lumo Energy does not accept pre-payment meters on its own tariff. However, it offers tariffs from its competitors so it is possible to use Lumo Energy to switch if you are on a pre-payment meter.
Do they accept Economy 7?
Lumo Energy does not offer an Economy 7 tariff of its own. However, because it also offers to help customers switch to its competitors’ tariffs it can offer Economy 7 tariffs from other energy suppliers.
Are they signed up to the Warm Home Discount?
Lumo Energy is signed up to the Warm Home Discount.
However, because it also offers an energy supplier comparison service the company may suggest that a customer switches to a different energy supplier for a better deal. If that happens the suggested supplier might not have signed up to the Warm Home Discount.
There is a link to a list of suppliers who are signed up to the Warm Home Discount at Lumo Energy’s website to help people make an informed decision.
Are they signed up to the Energy Switch Guarantee?
Lumo Energy and its parent company OVO Energy are not signed up to the Energy Switch Guarantee. However, OVO Energy completes 100% of switches within 21 days.
What billing options are available?
Only direct debit payments are accepted if customers are on Lumo Energy’s own energy tariff. Other billing options may be available to customers who switch to a different supplier via the Lumo Energy app.
Do they offer a ‘Dual Fuel’ discount?
The only tariff that Lumo Energy offers is a ‘Dual Fuel’ tariff so the company doesn’t offer a ‘Duel Fuel’ discount. However, it also offers its suppliers tariffs and some of those tariffs offer ‘Dual Fuel’ discounts.
Do they offer a smart meter? Do they accept smart meters?
Lumo Energy plans to give all of its everyone a free Smart meter within six months. In the meantime it accepts customers that already have Smart meters although those Smart meters might lose their smart functionality and only be able to be used as conventional meters for the time being.
Lumo Energy will be giving discounts to its customers that are on Smart meters.
Do they charge exit fees?
Lumo Energy charges a £30 exit fee per fuel if a customer terminates their energy supply contract before the end of its term.
Different exit fees may apply if a customer uses Lumo Energy’s app to switch to a different energy supplier.
Will they offer to pay a customer’s exit fees when they join them?
No, Lumo Energy will not pay any exit fees charged by a customer’s previous supplier. Those fees remain the responsibility of the customer.
Do they offer any incentives to customers to refer friends/family?
Lumo Energy does not operate a referral scheme.
What happens if you move home whilst with them?
Lumo Energy customers who move home can manage their move via the Lumo Energy app. They need to supply a final meter reading via the app and a final bill is sent within ten days.
If there is any credit on the account, it will be sent to the customer’s bank account within seven working days. If there are any outstanding charges to be paid, these need to be paid within five working days.
Customers who move into a property that is already been supplied by Lumo Energy can easily transfer the supply into their own name using the Lumo Energy app. If the new property is not already being supplied by Lumo Energy the customer would need to set up a new energy supply account.
Can you get cashback when joining Lumo Energy?
There is £50 cashback available if you switch your energy supply to Lumo Energy via TopCashback or £40 cashback if you switch via Quidco.
Do they mention about the Priority Services Register?
Customers can sign up for the Priority Services Register via Lumo Energy’s app if you are using Lumo Energy for your home energy supply. If a customer has used the Lumo Energy app to sign up to a different energy supplier then that customer would need to check with the energy supplier in question.
How to contact Lumo Energy
How do I switch to Lumo Energy?
The easiest way to switch to Lumo Energy is through uSwitch’s comparison website here. This will allow you to check if Lumo 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.