Welcome Energy Arvostelua 

I'm very unfortunate to be living in a communal heating accommodation where Welcome Energy 'manage' the hot water. Their rates are too high to provide what is essentially hot water in your home, they do nothing else but that yet their charges far exceed anything I've ever had to pay before anywhere else I've lived before.

I also did not ask for this company to provide my hot water and got lumbered with them through a housing association who had no right to put these people in place because they are not Ofgem regulated and so they can do what they want, when they want in regards to tariffs, contracts and now back billing.

They have had the nerve to back bill the entire community (160 homes) for up to 5 years because apparently we were not paying the correct rate all that time, let me be clear the 'rate' was given to us by them & went up and down during the 5 years, we even got letters on the 'new rates' every year and only now has someone spotted the rate has been wrong since day 1 of us living here the past 5 years.

imagine the level of incompetence of a company to do this and the nerve of a company to then reach out to customers as if this is our fault. As customers we paid our bills on time for 5 years at the rates quoted to us and suddenly this isn't right & the company then looks for customers for a 'shortfall' and for their own misgivings in their accounts/billing/contracts department.

As I said above Ofgem don't regulate them & someone in the company even outright said this to me that because they are not regulated by Ofgem they can back bill us in this way.

Their website 'values' state

Respect
We treat our customers as we would wish to be treated ourselves.

Clarity
Customers are kept in the loop at all times, with no surprises. Tariff structures and customer charters are clear and concise,

These values are just words, the tariff structure was wrong for 5 years apparently. None of these 'values' are followed based on my experience with the company.

Believe me when I say this that I have said nothing that is untrue, none of this is a lie.

1 star isn't low enough for this mismanaged non Ofgem regulated company.

The call was efficient to address all my questions

The advisor was super helpful.
We have had an issue for a few months and Tushar was able to support us on the call to get everything we needed to resolve the issue

Keep away of this company! The increase the prices double without telling people that they will increase, for 3 months they charge me 550.00 if you don’t paid the amount on time they will charge you 25£ extra, they proper scammers….

Really helpful customer service, quick responses.

Helena was very helpful in the change of tenancy process. I really appreciate her assistance. The new platform is fantastic—extremely efficient and clear, especially when compared to other energy companies. Thank you, Helena!

Was amazing to speak to Lexi about the company’s offering. She not only understands the business but also where it sits in the context of the industry at large. More importantly she’s able to communicate it all in layman’s terms! Thank you!

STAY AWAY!
YOU HAVE BEEN WARNED.

I just got a bill for heating and hot water for three months for £300. Bear in mind that I had to keep all windows open because of how hot the flat gets during the summer, so £300 for three months of only hot water usage for two people in a tiny flat.

Of course, they can't provide a breakdown of my usage, nor any information for that matter.

This is my situation whenever they decide to bill me. Sometimes sending multiple bills at once and they love to "adjust" the tariff; even once they already billed you for that period.

Make this make sense.

One star because I cannot give less but really is more like a -5.

Nightmare to deal with, customer service will ignore you. Their system is ancient, if it ever works. avoid at all cost

had a wonderful experience speaking to costomer care team who very diligently did their job and answered all my queries.

Support was real quick. Had really good experience with welcome energy.

I have recently been dealing with an issue of an outstanding balance on an old account due to an incorrectly issued bill. Farhad has been incredibly helpful in dealing with this, very prompt to respond to all emails and professional but friendly manner. Farhad was very pragmatic in resolving the issue.

I can highly recommend working with Welcome Energy. We have over 500 flats that are being billed by Welcome Energy and whilst our partnership with WElcome Energy has not always been great, Farhad has been helpful.

We have gone through a very complex period of change with Welcome Energy in taking on the metering of one of our district heating systems.
Our Account Manager Lexi Williams has been continually working to provide us a high quality service and has been responsive and proactive in seeking solutions to unexpected problems and rapidly responding when things have gone wrong. Her collaborative approach with Welcome Energy's own technical teams and the technical knowledge both she and us has been able to access from colleagues such as Nilash has been impressive and greatly appreciated.

I am beyond frustrated with the utterly unacceptable billing and communication practices of Welcome Energy! For anyone considering their services, I strongly urge you to look elsewhere!

I have not been receiving any invoices or correspondence from this company until recently. Two weeks ago, I was shocked to receive an invoice dated January 31st indicating that I owe a staggering £1516.85. How is it possible that I haven't been receiving these invoices regularly? Additionally, I have received no emails/letters from them regarding my billing. This lack of basic communication is completely unacceptable.

When I called customer service, I was informed that these invoices are supposedly from 2021 when I moved into the flat. If that's true, why am I only receiving them now? This kind of inefficiency and lack of transparency is beyond frustrating.

To make matters worse, I was told that another invoice would be issued to cover the period from March 2023 to February 2024. Why am I not receiving these invoices monthly? Every other service provider sends monthly invoices, allowing customers to manage their payments effectively. Instead, I'm expected to pay huge amounts in one go without any prior notice.

This company’s practices are causing unnecessary financial strain and stress. They refuse to adopt customer-friendly practices like monthly invoicing, which is standard everywhere else. Furthermore, they bill without providing any supporting documentation, adding to the confusion and mistrust.

I requested a discount and a structured payment plan due to their negligence, but their response has been slow and unsatisfactory. I can't emphasize enough how important it is to avoid this company at all costs. Save yourself the headache and choose a more reliable and customer-oriented service provider.

I am writing on behalf of Fraser and Co to express our appreciation for the outstanding service provided by Farhad at Welcome Energy. As we manage over ten portieres in Printwork, London, the efficiency and responsiveness of our utility provider are crucial to our operations.

Farhad's exceptional skills in managing operations have significantly accelerated our inquiries and ensured a smooth process. His dedication and professionalism have been invaluable to our team.

Please extend our gratitude to Farhad and acknowledge his excellent performance. We look forward to continuing our successful collaboration with Welcome Energy.

Best regards,

Failed to answer my question when asked and then closed the case. Simply trying to find out what my customer number is because the company chooses to use different terminology on bills from what they use on correspondence making it unnecessarily complicated.