Spark Energy Review

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Tariffs | Price | Customer Service | Reviews | App/Website | Fuel Mix | Billing | Smart Meters | FAQs

Spark Energy Review Summary

PROS:

  • Excellent support for pre-payment customers
  • Fast live chat response time
  • Smart Export Guarantee scheme licensee

CONS:

  • Bad online reviews
  • Not the cheapest energy supplier
  • Energy is not environmentally friendly

Who are Spark Energy?

Spark Energy are based in Scotland. They started trading in 2007. In 2018 they lost their energy licence and became part of the Ovo Energy group.

They concentrate on supplying energy to residential landlords, tenants and letting agents.

What tariffs do Spark Energy offer?

Spark Energy offer three tariffs: a fixed-rate tariff, a variable-rate tariff, and a variable-rate tariff for pre-payment customers. The fixed-rate tariff has a £30 exit fee per fuel.

Each tariff has two versions. There is a version that has a higher standing charge and a lower per unit rate for customers who use a lot of energy, and a version with a lower standing charge and a higher per unit rate for customers who use less energy.

Spark Energy was a voluntary Feed-in-Tariff licensee. Although the Feed-in-Tariff scheme has now ended Spark Energy are still able to pay people who generate their own renewable energy as they are a Smart Export Guarantee scheme licensee and can offer an export tariff via their parent company, OVO Energy.

Spark Energy do not offer a tariff designed for electric vehicle users.

How do Spark Energy compare on price?

Spark Energy boast that they are cheaper than the big six energy companies, but as the big six energy companies are the most expensive energy suppliers, that is not hard to do.

There are a number of cheaper energy suppliers in the market, but having said that, Spark Energy concentrated on energy customers in the rented sector and customers on pre-payment meters who often cannot access the cheapest deals anyway.

What do other Spark Energy reviews say?

Spark Energy score well on TrustPilot with four of out five stars. This places them in 26th place out of 47 electricity companies and 31st place out of 48 gas companies.

However, 20% of customers rate the company as bad and the reviewers rating the company as bad are extremely critical about Spark Energy’s customer service. Some are speculating that the five-star TrustPilot reviews may not be genuine.

Which? places Spark Energy in joint 33rd place out of 35 energy suppliers with an overall score of just 51%. Citizen’s Advice only gives Spark Energy 2.25 out of five stars putting them in 37th place out of 40 energy suppliers.

How green is Spark’s energy?

Spark Energy lists its fuel mix on its website. The majority of their electricity comes from natural gas (61%) so it is not particularly green.

At 39%, the amount of electricity generated from renewable sources is higher than the national average (33%) but at 212 g/kWh, Spark Energy’s carbon emissions are slightly higher than the national average (208 g/kWh).

What is Spark Energy’s customer service like?

Spark Energy can be contact in a number of ways.

There is a live chat feature on their website and according to Which? Spark Energy responds in an impressive 30 seconds. Some companies can take seven minutes to respond.

They can also be contacted via the website and app, via email or by phone. However, their response time to phone calls is not as impressive as their response time to live chat request. Which? says Spark Energy takes an average of eight minutes and 14 seconds to answer the phone while Citizen’s Advice says it takes six minutes and two seconds. The industry average is around four and a half minutes.

Spark Energy receives an average number of complaints according to Ofgem, although they tend to solve them fairly quickly with three quarters being resolved on either the same or the next working day.

What is Spark Energy’s website/app like?

Spark Energy’s website looks clean. It contains a large amount of information and it is easy to navigate.

There is a live chat feature and according to Which? Spark Energy respond to live chat requests in an average of 30 seconds which is significantly faster than the average live chat response time for the energy supply sector.

The website has a customer portal that lets you manage your account. This includes viewing your bills, making payments and submitting meter readings.

There is also a Spark Energy app that is compatible with both Android devices and Apple’s iOS devices. The lets customers do the same things they can do via the website’s customer portal does.

However, the app does not score highly among its users. It only scores 1.6 out of five stores at Google’s Play Store and 1.5 out of five stars at Apple’s App Store.

There is also an app for pre-payment customers who have smart meters. This app lets pre-payment customers top up their meters remotely so they don’t have to go to a PayPoint retailer to top up via a key or card. Again, this is compatible with both Android devices and Apple’s iOS devices.

The pre-payment app is rated more highly, with 4.3 out of five stores at Google’s Play Store and 4.5 out of five stars at Apple’s App Store.

Which? gives Spark Energy’s digital tools just two out of five stars in its most recent energy supplier survey.

What billing options are available?

Spark Energy prefers its monthly payment customers to pay by direct debit and offers a discount to customers who pay this way. However, customers can also pay on receipt of a bill if they prefer. Customers who want to pay on receipt of a bill can pay by bank transfer, credit card or debit card.

Pre-payment customers can top up their key or card at a PayPoint retailers. If they have a smart meter they can also use the Spark Energy app to top up their meters remotely.

Do Spark Energy offer smart meters?

Spark Energy offer smart meters to its customers. This includes pre-payment customers, and pre-payment customers with a smart meter can top up their balances remotely without having to use a key or card at a PayPoint retailer.

Do Spark Energy offer a recommend a friend referral scheme?

Spark Energy will give a £20 gift card to anyone referring someone to them once the new customer has switched.

The gift cards can be used at Amazon.co.uk, Arcadia or Tesco. There is no limit to the number of people who can be referred.

In this section we answer a few more specific questions which potential customers may find useful:

Do they work with pre-payment meters?

Yes, Spark Energy are happy to accept customers with pre-payment meters.

Do they accept Economy 7?

Spark Energy accept Economy 7 on monthly direct debits accounts as well as on pre-payment as well.

Are they signed up to the Warm Home Discount?

Spark Energy are signed up to the Warm Home Discount scheme.

Are they signed up to the Energy Switch Guarantee?

Spark Energy are not signed up to the Energy Switch Guarantee. However, 98.7% of switches are completed within 21 days.

Do they mention about the Priority Services Register?

Spark Energy operate a Priority Services Register and there is a downloadable booklet explaining what help is available at their website.

Eligible customers can download an application form from the website or phone to get themselves added to the Priority Services Register. However, there is no way to sign up for Spark Energy’s Priority Services Register online.

Do they offer a ‘Dual Fuel’ discount?

Spark Energy offer a £12 per fuel ‘Dual Fuel’ discount.

Will they offer to pay a customer’s exit fees when they join them?

Spark Energy will not pay any exit fees charged by a customer’s previous energy supplier. If a customer switches before they reach the end of their energy supply contract with their previous supplier, any fees charged remain the responsibility of the customer.

What happens if you move home whilst with them?

Spark Energy make it easy to move home as there are tools on their website and in their app to help customers cancel their energy supply at their existing home and set up their energy supply at their new home.

The company also offer an online tool called Tili which helps you manage other aspects of your move, such as your Council Tax, water, TV and broadband.

Do they offer any incentives for joining?

Spark Energy do not offer any specific incentives to encourage customers to switch their energy to them.

How to contact Spark Energy

Address: Ettrick Riverside, Dunsdale Rd, Selkirk TD7 5EB

You can contact Spark Energy customer service by calling: 0345 034 7474

You can email them through their website contact form.

Opening hours: Monday – Friday 8am – 6pm. Saturday –  9am to 1pm. Closed on Sundays and Bank holidays.

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Switch to Spark Energy

The easiest way to switch to Spark Energy is through Energy Helpline’s comparison website here. This will allow you to check if Spark 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.

7.8 Total Score
Spark Energy Review

Spark Energy are based in Scotland. They started trading in 2007. In 2018 they lost their energy licence and became part of the Ovo Energy group.They concentrate on supplying energy to residential landlords, tenants and letting agents.

Price
6
Tariffs
8
Customer Service
7.2
Reviews
8.5
Billing
8
Extras
9
PROS
  • Excellent support for pre-payment customers
  • Fast live chat response time
  • Smart Export Guarantee scheme licensee
CONS
  • Bad online reviews
  • Not the cheapest energy supplier
  • Energy is not environmentally friendly
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