Robin Hood Energy Review Summary
- Not-for-profit energy company
- Pre-payment customers with smart meters can top up online
- Good online reviews
- Only supply energy to customers in Nottingham
- No electric vehicle tariff
- Pre-payment customers cannot use the Robin Hood Energy app
Who are Robin Hood Energy?
Robin Hood Energy were launched in 2015 by Nottingham City Council. They are a not-for-profit energy company and they claim that because they do not have to pay dividends to shareholders or bonuses to directors they can pass on those savings to their customers via cheaper prices.
They were set up to help combat fuel poverty in Nottingham and only supply energy to customers in that region. However, since they were launched Robin Hood Energy has worked with a number of other councils to help those councils set up not-for-profit energy suppliers in other regions.
Robin Hood Energy offer variable-rate tariffs as well as fixed-rate tariffs covering a range of fixed terms. The fixed rate tariffs have an exit fee of £30 per fuel.
There are different tariffs depending on whether you want to pay on receipt of your bill or are happy to pay by direct debit. A pre-payment tariff is also available.
Customers can choose between standard tariffs or more environmentally-friendly tariffs that cost a little more. Customers who generate their own renewable energy can take advantage of Robin Hood Energy’s ‘feed-in’ tariff as the company is a voluntary FITs licensee. However, there are no tariffs aimed at electric vehicle users..
Robin Hood Energy’s pricing is competitive. In the latest Which? energy supplier survey the company got four of five stars in the value for money category.
Robin Hood Energy score 3.9 out of five stars on TrustPilot with 79% of reviewers rating the company as either good or excellent.
Most TrustPilot customers seem happy with the switching process, the customer service and the pricing. However, 16% of the reviewers say that the company is poor or bad.
Which? place Robin Hood Energy in joint 20th place out of 35 energy suppliers. Citizen’s Advice place Robin Hood Energy in 29th place out of 40 energy suppliers.
Robin Hood Energy list its fuel mix on its website and although not 100% green, its fuel mix is better than average.
Renewable sources represent 92.8% of Robin Hood Energy’s electricity, compared to the UK average of 32.8%. As a result, their 20g/kWh CO2 emissions are around one tenth of the UK energy supplier average.
The rest of their energy comes from fossil fuels (4.4%), nuclear (1.1%) and other sources. Robin Hood Energy do, however, use carbon offsetting.
Robin Hood Energy do not have a live chat feature on their website but they do have an online contact form.
For customers wanting to contact Robin Hood Energy by phone, their call centre is open until 8pm on weekdays which is longer than most other energy suppliers. They answer phone calls in under two minutes.
According to Citizen’s Asdvice, only 85.7% of people regularly get their bills on time, but 94.6% of people say that their bills are accurate.
Robin Hood Energy do not list their social media profiles on their website and they have imposed some fairly severe rules about what comment they will accept on social media and how those comments will be moderated, which seems strange for a company that claims to be customer-focused.
There are 29.3 complaints per 10,000 customers which is about average.
Robin Hood Energy has a well laid out website that contains all of the information that customers and potential customers might need and makes it easy to find that information.
The website allows customers to manage their account, submit meter readings, view their energy usage and make payments. Pre-payment customers who have smart meters can also use the website’s online portal to top up their accounts.
There is also an app which is compatible with both Android and Apple’s iOS devices. This lets you perform the tasks that you can perform via the website, although it is not available to pre-payment customers. The app is rated 3.2 out of five stars at Google’s Play Store and 3.4 out of five stars on Apple’s App Store.
Robin Hood Energy offer tariffs based on either billing by direct debit or payment on receipt of the bill. The direct debit option is cheaper. Customers can also make payments by credit or debit card online.
Direct debit payments are reassessed every six months based on the customers’ actual energy usage. Customers can ask for more regular reviews of their monthly direct debits by submitting more regular meter readings.
There is also a pre-payment option. Pre-payment customers can top up their accounts at PayPoint retailers. If they have a smart meter they can also top up online or by phone with a credit or debit card.
Robin Hood Energy uses paperless billing because it is better for the environment and keeps costs low.
Robin Hood Energy offer smart meters to all of its customers including customers with pre-payment accounts. However, customers might not be able to have one installed immediately if there are no engineers in their area.
Customers with existing smart meters who switch to Robin Hood Energy will find that although their energy meters will continue to work, they will lose their meter’s smart functionality. This means that they will need to submit meter readings manually.
Do Robin Hood Energy offer a recommend a friend referral scheme?
Robin Hood Energy offers a £20 reward to customers each time they refer a new customer although the new customer does not get a reward.
To take advantage of the scheme, existing customers should make sure the people they are referring know their name and address as it appears on their bill. The new customer then needs to text “Robin” to 80011.
Do they work with pre-payment meters?
Robin Hood Energy accept pre-payment meters and in fact, they offer smart meters to customers on pre-payment accounts. Pre-payment customers with smart meters can top up their accounts online or by phone as well as topping up via PayPoint retailers.
Do they accept Economy 7?
Robin Hood Energy accepts customers on Economy 7 meters.
Are they signed up to the Warm Home Discount?
Robin Hood Energy are signed up to the Warm Home Discount scheme.
Are they signed up to the Energy Switch Guarantee?
Robin Hood Energy are not signed up to the Energy Switch Guarantee. However, a number of TrustPilot reviewers have commented on how easy it is to switch their energy supply to the company and Citizen’s Advice say that 100% of switches are completed within 21 days.
Do they mention about the Priority Services Register?
Robin Hood Energy operates a Priority Services Register. You can find out more about the extra services that the offer to vulnerable customers by phoning or emailing them. There is also a form on their website that you can use to check whether you qualify for additional support.
Do they offer a ‘Dual Fuel’ discount?
Robin Hood Energy says that it is advantageous to have both fuels with a single energy supplier but does not actually offer a discount for people using them for both fuels.
Will they offer to pay a customer’s exit fees when they join them?
Robin Hood Energy does not pay any exit fees imposed by a customer’s previous energy supplier. If any such fees are imposed because a customer has left their previous energy supplier before the end of their contract, those fees remain the responsibility of the customer.
What happens if you move home whilst with them?
If you move home while you are a Robin Hood Energy customer, they can switch your account to your new home. You will need to supply a final meter reading from the home you are leaving and an opening meter reading from the home you are moving to on the date of your move.
Do they offer any incentives for joining?
Robin Hood Energy do not offer any specific incentives to persuade customers to switch their energy supply to them.
How to contact Robin Hood Energy
Address: Loxley House, Station Street, Nottingham, NG2 3NG
You can contact Robin Hood Energy customer service by calling: 0800 030 4567
You can email them through: firstname.lastname@example.org
Monday – Friday 8am – 8pm
Closed on Weekends and Bank holidays.
Switch to Robin Hood Energy
The easiest way to switch to Robin Hood Energy is through Energy Helpline’s comparison website here. This will allow you to check if Robin Hood 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.