Evinox Residential Arvostelua 

binanın ısınma ve sıcak su parası Ekim 2025'den beri tahsil edilmemiş. bu işi üstüne yeni alan Evinox'a telefon açıp SIAN ile konuştum. herşeyi çok net anlattı. sisteme girişime yardımcı oldu. telefonda ödeme yapmak uzun sürse de sabırla bekleyip ödemeyi aldı. teşekkürler.

Had a few queries with my bill. Spoke to Sian
Who sorted out all the problems very efficiently?

10/10 I recently moved in. I was struggling to set up my account Caroline was extremely kind and helpful she got my account sorted ASAP so had I warm home. I really appreciate her support without her I would've been in dept today but this star helped me today.

Thank you soo much Caroline x

Kind Regards,
Hafija

Thank you Nikita, quickly and successfully resolved case , many thanks

Kind Regards
Ena

Nikita was excellent at responding and sorting out our issue. Others have been less helpful in the recent pasts that is why I gave 4 not 5 stars

I had a great experience with the customer service at Evinox. My bill was overestimated, I called the Evinox customer support team, and Caroline was extremely helpful and friendly. She reassured me that I do not have to pay the overestimated bill and consistently followed up internally to send me a revised bill. It was great knowing that the customer service actually cared about the customers and managed to resolve issues.

Nikita was very helpful resolving my issue of my meter not obtaining readings. She investigated, arranged for invoice to be reissued based on more accurate estimates.

Caroline listened carefully to what I was saying and after looking into it came up with an explanation as to what the problem was. She was very helpful and offered a solution to call back at end of the month with an actual meter reading so that the actual cost of the heating can be recalculated for the last two months.
She was attentive to my concerns and gave me very clear instructions and guidance as to how to proceed..

I was dealt with by Sian, who was very helpful and prompt in responding.

Sian at Evinox was absolutely brilliant at coming back to us quickly and clearly on our queries. Excellent customer service. Well done Sian!

I want to leave this review specifically for Caroline at Evinox Residential, because she deserves individual recognition.

Since moving into my property, I've had recurring issues with Evinox — most seriously, a problem with how my account was set up meant my direct debit, which I paid consistently every month, wasn't being credited properly. This led to bills, chasers, and "unpaid" invoices for payments I had actually made, which was very stressful. Worse, when I first tried to sort it out, Evinox didn't respond to my emails, and when I did get through to someone, I was told it was resolved when it clearly wasn't. I'm including this context because by the time I first spoke to Caroline, I was frustrated, upset, and not at my most polite.

Caroline changed that instantly. She introduced herself and told me personally that she would sort it out for me, and she did. It wasn't a quick fix; she had to unpick a genuine mess of account and direct debit errors. But she said she'd handle it, and she followed through completely.

I was so impressed that I've since used this experience as an example in customer service training sessions I run at my own job — specifically making the point that by the time a customer contacts support, something has already gone wrong, so the job of the agent is to resolve it with as little friction as possible. Caroline is the best example of that principle I've encountered.

So when I had to call again today, it was a relief to get through to her. She was calm, professional, and clearly knows her work inside and out. She explained everything clearly and sorted my payment and direct debit in no time.

Caroline is a real asset to your team. In an industry where cost-cutting and overstretched staff often lead to poor service, it's a relief to deal with someone who actually cares about the customers. Thank you, Caroline!!

Excellent service. Quick and very efficient.

Very Quick response to my question hopefully the the question asked will be resolved quickly very good thanks Sian

Great and fast customer service , thank you Sian !

I spoke to Caroline on the phone, she understood my query about the heating and hot water, she explained the situation to me throughly and answered all the questions that I had. I was extremely pleased with her professionalism and I want to thank her for the integrity she has shown me, once again I am truly thankful for her understanding and help.

Sian was very helpful and dealt with my enquiry quickly.

Excellent customer service thru email. Special thanks to Caroline for her timely and always responsive replies and help!

Sian was really helpful and dealt with my query immediately

I was impressed by the speed and efficiency with which Sian replied to my query. In fact, in all my interactions with Evinox Residential, I have found the staff to be extremely pleasant and helpful.

Another quarter, another unjustified bill, so time for another review:

The worst energy company you could possibly imagine. Awful and completely mis-managed billing system for the three years I had the misfortune of being in one of the properties they manage. More than two years after moving out and paying the final bill, they attempt to back-bill for a two year period I wasn’t a resident. Refused to send through the calculation for their back-bill, but they still harass me quarterly with their undated demands for payment. If they continue to contact me, I will continue to post fresh reviews of the service.

If you’re reading this: avoid them at all costs if you can.

Update regarding Evinox's claims below: The Information Commissioner's Office ordered Evinox to comply with my Subject Access Request - the finding is available to view on the ICO website. It is disingenuous to suggest this was handled "through our complaints and data request processes" - Evinox simply ignored it until they were forced to comply.

I spoke to the Managing director (in 2025), who refused to provide the calculation justifying the retroactive tripling of the unit cost. The account was settled in 2022, and I have received no evidence to suggest otherwise.

I have engaged with the Energy Ombudsman to resolve this issue, but they are still waiting on Evinox and Lancaster Brooks to fulfil the legal obligation to register with the service. Once registered, they can start their investigation. Until then, every further engagement I receive will be a reason to leave another review of their 'services'.