Communal Energy Partners Arvostelua 179

Final version:

I had a very disappointing experience with Communal Energy Partners. The billing process is unclear and lacks transparency, and it has been very difficult to understand what I am actually being charged for.

In particular, I was extremely concerned about additional gas-related charges, despite the fact that the entire apartment building does not appear to use any gas. I do not understand why customers are expected to pay these extra gas-related costs when there is no gas usage in the building.

On top of this, basic maintenance or even simple checks seem to come with additional charges. This is especially frustrating because the extra costs outside the standard bill are already very high. Overall, the charges feel excessive and poorly explained.

For an energy provider, transparency, fairness, and clear communication are essential. Unfortunately, my experience has been the opposite. If there is any formal channel through which I can raise a complaint and request regulatory or governmental review of this company’s billing practices, I would be very willing to know about it, and I would not hesitate to do so.

I would not recommend Communal Energy Partners based on my experience.

Terrible customer service.

Our property management company switched us to this provider without consulting the tenants, so we were left with no choice but to use their service.

Despite multiple confirmations that part of the outstanding balance belonged to a previous tenant and had already been resolved on record, the company continues to chase me for payment. I still have not received a corrected bill. Instead, I received three identical emails threatening further consequences.

Their customer service appears to care only about collecting money, even when they are aware that I have been overcharged. I raised a dispute and received only one reply, after which all communication stopped completely.

Absolute Scammers. I still don't understand how this type of companies are allowed to operate in the UK. They forced me to pay £500 in late 2024. This bill was based off estimates and when I told them I was being overcharged they threatened me saying I had to pay regardless or would face consequences. We didn't use the chiller it was absolutely impossible we had to pay anything for it, I sent an email with the actual meter readings showing they overbilled us. They simply never answerwed and completely ignore my request to update the bill and therefore refund me probably most of my £500. I'm not even going to mention their other "mafia" like mechanisms such as having no choice in using another provider, charging some outrageous fees when they actually don't provide services....

Awful customer service, ridicuous charges for 'management', no website, poor payment methods and overall seems to be a very amaetur set up (say might be one guy who set up this 'business' in the back of his house and somehow got some property management companies to fall for it)

Scam artists. They charge a 'management fee'. You have no choice but to use them. The fee is currently £9 if you pay by direct debit or £11.22 otherwise. The scam is that you cannot pay your first bill by direct debit and are therefore subject to the higher 'management fee'. For me this means my bill is 15% higher than it should be and on my side the 'paperwork' is the same as it would be with a standard energy provider.

Engineers Anthony & Wesley visited my flat to service/inspect our HIU (as instructed by the property management company) . Anthony explained how the heating system worked and confirmed which parts had worn out, the reason for the lack of hot water and heating. However he managed to make some adjustments and apply a solution to provide us with some hot water, to keep us going until we were ready to have a new HIU installed. Appreciated that Anthony went the extra mile for us.

Horrible UX, i can only find the payment portal, which doesnt give me any info on how much energy was consumed

Awful customer service. Dismissive. Unhelpful. And they behave that way because they know the customer cannot switch. And to make matters worse they are not part of the Government Warm Home Discount government scheme. So the customer loses out in every way.

Terrible service. Due to a mechanical fault with their boiler I had little heating and only at best warm water for minutes during last november until the time of writing. However, I was still charged the same amount for this period. By the tone of their voice customer services sounded like I should be grateful someone was coming out to see it at the end of Feb. They believe the bills to be a fair reflection- this is madness.

How difficult it is to have a decent customer service? Rushed, lack of patience to hear what's the reason for the call even, very dismissive, unhelpful and just extremely disappointing! You should treat your customers better!

Expensive rates and very poor customer service.
I’ve paid around £1,000 per year for the standard rate and have not been able to use the service at all. What makes this worse is that you can’t choose another provider, so you’re effectively stuck paying for something you can’t enjoy.

The current admin contact, Melissa Rowan, appears consistently uninformed and unable to provide clear answers or support. It’s genuinely surprising that a company managing heating systems for high-end buildings in Canary Wharf operates at this level.

I’ve lived in three different Canary Wharf buildings over the past four years, and the experience has been exactly the same in all of them CEP is: expensive, inefficient, and unhelpful.

Worst energy provider I've ever had to deal with - and the worst thing is due to the building being managed by them - we didn't have a choice!!! They charge more for their 'admin' fees than the actual energy itself, which is a joke. Check your flat especially if it's a new build to see if they are covering the hot water and heating before you rent/buy! Most expensive bills we've ever had and we didn't even have the heating on because the flat was so well insulated. Crazy! Their customer service is terrible & even the building management, concierge and estate agents noted how slow and incompetent they were.

They really need to get regulated as they are an energy provider in the UK. The fact that they are not regulated is making me sick. They can just invoice whom they want and when they want ... ridiculous!
If the previous tenant before you has a debt on account ( NOTHING TO DO WITH YOU) THEY WILL CUT OFF YOUR ELECTRICITY THE CURRENT TENANT PAYING ....

customer service NAME DAN - not helpfull at alll ...

Had Engineers Anthony & Wesley visit the flat to mend our HIU. Supremely skilled and competent. It's really refreshing to be with people who know what they're talking about and care about what they do. 10/10 - Engage with CEP purely for their involvement

Today I would like to thank CEP for having wonderful humans and professionals like Melissa, who not only reassured me throughout the process but also was incredibly empathetic. It is thanks to people like Melissa that my trust in CEP is 100% there. Thank you, Melissa, you have been truly amazing and I am so grateful to you. I also take a moment to thank the wonderful engineer and Wonder Woman Ronnie, for educating me in the problem, and super engineer Antony who, despite of being so knowledgeable in the subject, was incredibly kind and helpful and explained things so that I could take note and understand.

Dealing with Communal Energy Partners has been one of the most frustrating experiences I’ve ever had with a utility provider. After moving out and paying my final bill in full, they came back months later demanding an additional “catch-up” payment, based entirely on their own failure to use the accurate meter reading I provided at the time.

Instead of acknowledging their mistake, they passed the blame between themselves, my ex landlord and the building management company, and decided the easiest solution was to send an entirely new “final” bill to a former tenant. No accountability, no logic, no professionalism, just administrative incompetence pushed onto the customer.

Communication was slow, contradictory and unhelpful. At no point did anyone take ownership of the error. If this is how they operate, then I’d strongly advise anyone to avoid them if they have any choice in the matter.

Every year our building loses hot water for weeks or months, and CEP does nothing to fix it properly. This year many flats (more than 10), including mine, have had no hot water since July (more than 4 months!). Engineers confirmed blocked HIUs caused by poor maintenance of the main unit, yet CEP keeps ignoring the issue. Repeated promises, zero results. Completely unacceptable level of service.

Just had my bill. As always the value of their billing is vastly more than the minuscule amount energy consumed, but this month they have done even better as I have used no energy but this company have charged, me over £7 billing fee. Regrettably like most tenants is am contracted to this provider, who used that excuse create different billing terms for indeterminate obscure serviced, even if you do not use any energy.. my advice would be if your are offering a lease and they are the energy provider…. Walk away!

STAY AWAY!! WORSE WORSE WORSE SERVICES EVER!!!

Their engineer was called out to my apartment for a meter check but gave up after not knowing where the meter was (bizarre, they have an office in the apartment complex). I asked the company if the reading was taken and have not recieved a response. I am now recieving ~£100 "estimated" bills per month despite not using any chill or heating. I have asked for an update as to whether a real meter had been taken but they are ignoring me.