Pure Planet Review Summary
- Very focused on its customers
- Low standing charges so good for people who use a lot of energy
- Energy comes from 100% renewable sources so zero carbon dioxide emissions
- Only one variable tariff available
- Payment must be made by monthly direct debit
- Online support only; telephone contact is not possible
Who are Pure Planet
Pure Planet was launched in 2017 and is based in Bath. It is a privately owned, independent company, although BP owns a minority 24% shareholding.
BP is the world’s largest energy broker and buys all of the energy that Pure Planet supplies. Pure Planet supplies that energy to its customers at cost and does not apply a profit margin to the wholesale price.
As well as not applying a profit margin to the cost of the energy that it supplies, Pure Energy is also different in that it doesn’t have a call centre. All interactions between the company and its customers happen online, either via the company’s website or its app.
Pure Planet offers only one single tariff. This tariff is a variable rate tariff. The rate that its customers pay for its energy is exactly the same as the rate that Pure Planets buys the energy that it supplies from and varies according to underlying wholesale energy prices.
Fixed rate tariffs are not available.
Pure Planet does not make any profit on the price it charges for its energy. It charges exactly the same as it pays when it buys that energy wholesale. This means that the price it charges per unit tends to be cheaper than the average price available from other energy suppliers.
However, Pure Planet’s standing charges tend to be higher than average. What this means is that Pure Planet will be worth considering if you are a heavy energy user but might not be quite so cost effective if you are a light energy user because the increased standing charges will negate any savings you make on the cost of the energy that you use.
Pure Planet’s customer service is exclusively online. The company doesn’t operate a call centre, claiming that by offering online-only customer service its costs are reduced and it can pass that costs onto its customers via cheaper prices.
Support is provided via a chatbot called Wattbot and Pure Planet claims that the chatbot can answer most questions using AI. Any questions that cannot be answered are passed to a customer support team to be answered by a human being, although human support is only available Monday to Friday between 9am and 5:30pm.
The company is very focused on its customers, which it refers to as members. As well as the chatbot, there is also a thriving community forum on its website where members and staff discuss a variety of issues.
Pure Planet has over 4,000 reviews on TrustPilot giving them a rating of four out of five stars. 86% of the ratings were either great or excellent. The majority of people are impressed with the quality of Pure Planet’s website and app, and the price that they are paying.
Citizens Advice are not quite so positive. They place Pure Planet in 17th place out of a total of 39 energy suppliers with a rating of 3.25 stars out of five. This is an increase over the two star rating that caused an argument between Pure Planet and Citizens Adivice in March 2019 which Citizens Advice justified on the basis that Pure Planet did not offer telephone support but Pure Planet called “grossly unfair and misleading” because it offered online support instead.
The Pure Planet website is a bit cluttered, but it is generally easy to navigate to whatever you need to use. However, the background on some of the pages make it difficult to read some of the text on those pages.
The app is a lot easier to look at, although again, it is easy to find and navigate to whatever you need.
The electricity that Pure Planet supplies comes from 100% renewable sources. The gas that it provides is 100% carbon offset gas.
As such, Pure Planet can boast a zero carbon dioxide emission figure. The company claims that on average, customers switching their energy supply to Pure Planet will save or offset 4.8 tonnes of carbon dioxide emissions per year.
Pure Planet complaints
There are 11.3 complaints per 10,000 customers. Of those complaints, the majority are about billing issues. A number of customers are complaining that their bills were wrong because Pure Planet’s estimate of their energy usage was too low, and as such, once their meter was read their monthly bill shot up.
On TrustPilot, 10% of the reviewers have rated Pure Planet either poor or bad.
Pure Planet login
Because Pure Planet does not have a call centre its website enables you to do everything that you would need to do.
As well as the standard “about” type pages and the transactional pages, there are also a number of information pages. Where the website really scores, though, is the community forum. This is where customers and staff can discuss issues. Unlike many Internet forums, the Pure Planet forums appear to be well moderated and the discussions are friendly and constructive.
It’s the same story with the app. It’s well laid out, and allows you to everything that the website allows you to do. As long as you have a smartphone or a table, you don’t need a PC or a laptop to manage your account. The app is available on Apple iOS and Android devices.
Do they work with pre-payment meters?
No. Pure Planet only accepts customers who are willing to pay monthly by direct debit.
Do they accept Economy 7?
Pure Planet offers one single, variable rate per unit of electricity. It does not offer an Economy 7 tariff
Are they signed up to the Warm Home Discount?
No, Pure Planet is not signed up to the Warm Discount scheme. Energy supply companies are only required to sign up to the scheme once they have at least 250,000 customer.
Are they signed up to the Energy Switch Guarantee?
Pure Planet has been signed up to the Energy Switch Guarantee since 2017. The company completes 100% of switches within 21 days.
What billing options are available?
Pure Planet only accepts payment by monthly direct debit. Payment via cash or cheque is not possible.
Do they offer a ‘Dual Fuel’ discount?
No, Pure Planet does not offer a ‘Dual Fuel’ discount.
Do they offer a smart meter? Do they accept smart meters?
Pure Planet is currently rolling out second generation Smart meters and expects to have completed this by the end of 2020. The Company has signed up to the Smart Metering Installation Code of Practice.
Do they charge exit fees?
Pure Planet does not charge exit fees and there is no minimum contract term.
Will they offer to pay a customer’s exit fees when they join them?
Pure Planet will not pay any exit fees that a customer’s previous supplier may impose if that customer leaves their previous supplier before the end of their energy supply contract. Those fees will remain the responsibility of the customer.
Do they offer any incentives to customers to refer friends/family?
Pure Planet gives you a £50 Amazon voucher when you refer a friend or a member of your family to them and they switch their energy supply to Pure Planet. The friend or family member also gets a £50 Amazon voucher.
What happens if you move home whilst with them?
Pure Planet makes moving home easy. There is a specific feature on the company’s website and in its app that manages the process for its customers. It’s just as easy if a customer moves into a home that’s already supplied by Pure Energy because the website and app can manage moving that energy supply as well.
Can you get cashback when joining Pure Planet?
Cashback is not available to people who are joining or switching to Pure Planet.
Do they mention about the Priority Services Register?
You can sign up for the Priority Services Register via the Pure Planet website or via the company’s app. If you have registered for the Priority Services Register Pure Planet may prioritise your Smart meter installation.
How to contact Pure Planet
The only way you can contact Pure Planet is online via the community forum or by using a chatbot called Wattbot. This chatbot can be accessed via either Pure Planet’s website or its app.
How do I switch to Pure Planet?
The easiest way to switch to Pure Planet is through uSwitch’s comparison website here. This will allow you to check if Pure Planet 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.