I decided to change from Octopus to Home Energy as their quote was cheaper. I received my welcome pack 4th August which agreed with the quote. The changeover occured 10th August. I checked the tarif... See more
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Review summary
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Reviews shaping this summary
I did not receive monthly bill, contacted and Sei dealt with. it transpired that somewhere I had put in a wrong account number which caused a bad problem which Sei tackled with patience. It took some... See more
From March '26 Billing statements stalled after a new smart meter was installed. (engineer did check HE could read it). Switched provider on 22/4. It took a long time to get missing statements, includ... See more
My call was taken by Neha Simmison from Customer Services. She was thorough, patient and extremely helpful. I explained the issues I was experiencing and within a short period of time, resolved everyt... See more
Company details
Written by the company
Our vision is to make energy easy by offering the best value tariffs and the most user-friendly software to give our customers an unrivalled energy experience.
Contact info
23 North Mills, LE3 5AG, Leicester , United Kingdom
- 0800 092 7407
- hello@homeenergy.co.uk
- homeenergy.co.uk
4.1
Great
872 reviews
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Awful- avoid
Awful.
Yes, they are competitively priced but they are just awful. Failed to take the direct debit after 3 times of giving them my details and then hounded for payment. Then cancelled the direct debit and made a new one at a price we didn't agree - did this 3 times in one month! Then changed their banking provider and redid all the direct debit mandates and again managed to mess it up and are now claiming they have returned the money to me and I need to make a manual payment yet the direct debit is showing as complete on my end and the money is not in my account.
Customer service are so dismissive, insist the errors are all mine despite them being the ones that set up and manage the direct debits. Constant hounding for payments that they have already taken and then refusal to accept that the money has been taken my end. Cannot wait to move away from as soon as the most recent error is resolved.
16 April 2026
Unprompted review
Reply from Home Energy
Hello Jen, thank you for your feedback. We’re really sorry to hear about your experience -we understand how frustrating this situation must have been.
We want to acknowledge the issues you’ve raised around your Direct Debit. Having to provide details multiple times, experiencing repeated changes to payment amounts, and then being asked to make manual payments despite funds appearing to have been taken is clearly not acceptable. This is not the level of service we aim to provide.
To clarify, when a Direct Debit is marked as complete on your account, it can sometimes take a short period for funds to fully process between banks, particularly where there have been recent changes to banking providers. However, we recognise that this should be clearly explained and managed properly, and it’s clear this hasn’t been your experience.
We’re also concerned to hear your comments about how your queries were handled. Our intention is always to investigate issues thoroughly and support our customers, and we’re sorry if you felt this wasn’t the case.
We would really like the opportunity to review your account in detail, trace the payments, and resolve this properly for you. Please get in touch with your account details so we can prioritise this and bring it to a clear resolution.
Kind regards,
Home Energy Customer Support
It's a small energy company compared to…
It's a small energy company compared to the big shots but they have good customer service. The only reason I am leaving is because of the present climate, with bills predicted to soar in July, and I needed to have a fixed energy deal. I would certainly recommend them as a provider to anyone. They have the best prices at the moment which has been a bonus up until now.
15 April 2026
Unprompted review
A fabulous small company
Home Energy have been a fabulous company and I have loved being a customer of theirs. They have been very fair with their pricing and the customer service is second to none. When I have called them, the phone has been answered straight away by a helpful person. None of the waiting 20 minutes!! I am truly very sad to have to leave them. The reason I have to leave is to fix a tariff at this very uncertain time. I stayed with them as long as I could, but with prices expected to rise by 14% in July I have no choice but to get a fix at an extra cost per year with another company. Their variable pricing has always been lower than the price cap. Home Energy please offer a fixed tariff as I would love to come back.
15 April 2026
Unprompted review
Beware will take money you dont owe.
Beware will take money you dont owe.
Never switched to this company, as never completed. There website does not allow you to amend or cancel firect debit. I have told there team more than a dozen times to cancel the direct debit. They just ignore requests and leave it set up, to take money on a non existent account. Not there customer, owe nothing, yet they still whara cash grab.
keep well away, they stinging people. Wow. And there agents are rude and ignorent, ignore requests and refuse to accept a complaint. Another job for the ombudsman, they shouldnt let companies like this set up.
14 April 2026
Unprompted review
Reply from Home Energy
Hello Dave, thank you for your feedback. We’re sorry to hear about your experience and appreciate you bringing this to our attention.
We want to be clear that we do not take payments where there is no active supply or valid account in place. If a Direct Debit has been set up during a switching process that was not completed, it should be cancelled promptly once this is confirmed.
We understand your frustration at having to request this multiple times, and this is not the level of service we expect to provide. Direct Debit mandates are governed by the Direct Debit Guarantee, which means you are fully protected - any payment taken in error would be refunded immediately by your bank.
We’re also sorry to hear your concerns about how your requests were handled. All customers and prospective customers should be treated with respect, and your experience does not reflect our standards.
Please contact us directly with your details so we can urgently investigate, ensure any mandate is cancelled, and confirm that no payments will be taken going forward.
Kind regards,
Home Energy Customer Support
Great service!!!
I got a reply almost immediately which was great. Aysha had obviously taken the time to understand my query and resolved it straight away. Excellent service. Thank you.
8 April 2026
Unprompted review
Unbeatable prices, unbearable customer services.
Home Energy is a great choice—as long as you never actually need to talk to them. Their prices are unbeatable, but their customer service is non-existent.
If you're moving out or switching providers, be warned: their website and some of their CS staff are more likely to create problems than solve them. It's a classic trade-off: Choose the low price, sacrifice the service. Go for Home Energy if you're feeling lucky!
Specifically, my experience with a staff member named Sei was a total nightmare. Dealing with them completely changed my perception of this company. It made me realize that saving a few pounds on bills is never worth the sacrifice of basic customer service. Don't make the same mistake I did.
7 April 2026
Unprompted review
Reply from Home Energy
Hello there, thank you for your feedback. We’re sorry to hear about your experience and appreciate you taking the time to share it.
We’re pleased that you recognised the value of our pricing, but we fully accept that this should never come at the expense of customer service. Moving home or switching supplier should be straightforward, and we’re sorry that this wasn’t the case for you.
We’re particularly concerned to hear about your interaction with a member of our team. This is not the standard of service we aim to provide, and your comments will be reviewed internally to ensure the appropriate feedback is given.
We understand your point - value is not just about price, it’s about the overall experience. We’re continuously working to improve both, and feedback like yours is important in helping us do that.
If you’re open to it, we’d welcome the opportunity to review your case in detail and see where things went wrong. Please feel free to get in touch with your account details so we can investigate further.
Kind regards,
Home Energy Customer Support
I only gave 1star because it wouldn’t…
I only gave 1star because it wouldn’t let me leave zero.
Shocking company, I couldn’t leave meter readings as the app wasn’t working and the website was glitching every time I tried it.
When I tried to pay my final bill the web page didn’t recognise my details, phoned up but can’t pay over the phone.
My advice STAY AWAY
14 April 2026
Unprompted review
Reply from Home Energy
Hello there, we’re sorry to read this and understand how frustrating that must have been.
You should be able to submit meter readings and manage your account easily, so issues with the app, website and then being unable to make a payment over the phone is clearly not the experience we aim to provide.
While we continue to invest in improving our digital services, we recognise there are times when things don’t work as they should, and we need to ensure there are reliable alternative ways for customers to get things resolved — especially at important points like final billing.
We’d like the opportunity to look into what went wrong here. Please reply to this with your details and we’ll investigate further.
Thank you for your feedback.
Team Home Energy
Quick and effective service
Quick and effective service . So professional!
10 April 2026
Unprompted review
I signed for 23p elec they gave me 27p and 8p…
Promised 23p elec gave me 27p and 8p more expensive daily standing charges straight after I switched. Absolutely pointless. And the stress to me isn’t acknowledged by them. Within days of signing up with them I now have to switch again. Cancel direct debit immediately. Website portal like something from 1999
In short.. you don’t get what you agree to. Scandalous. Once confidence is lost it’s the end. Keep your promises!
2 April 2026
Unprompted review
Reply from Home Energy
Thanks for your review and we’re really sorry to hear how frustrating this experience has been.
We understand your concern around the tariff you expected versus what was applied. In a fast-moving energy market, prices can change regularly based on wholesale costs, and tariffs are subject to availability at the point the switch is completed - not when the application is first started.
We also appreciate how disappointing it is to feel like you need to switch again so soon after joining, and we’re sorry this has caused you stress.
To reassure you, Home Energy continues to offer one of the most competitive variable tariffs in the UK, and we aim to provide strong value even as market conditions shift.
If you’re open to it, we’d welcome the chance to review your account and talk through exactly what’s happened, to ensure everything has been applied correctly and address any concerns around your tariff and billing.
Thank you for taking the time to share your feedback — it’s important in helping us improve.
TEAM H.E
Shocking
Shocking (no pun intended) -
From 1 April, we were told to expect ~6% lower pence per kw electricity costs. Instead? I’ve been hit with a ~15% increase. That’s a 20%+ swing in the wrong direction.
Just 2 weeks ago, messaging said bills wouldn’t rise. A double-digit jump in unit rates completely contradicts that—and seriously undermines trust.
Customer service didn’t help:
– Questions ignored
– Explanations unclear
– Basic % maths questionable
– Promised callbacks never happened
Meanwhile, staying on a variable tariff feels like a gamble. With global energy markets so volatile, customers are left exposed to even higher prices.
I want to support new and competitive suppliers—but unexpected hikes + poor communication + weak service = lost trust.
I’ve now switched. Lower rates secured, fixed for 12 months, and far more certainty.
Hope lessons are learned—but for now, I’m out.
1 April 2026
Unprompted review
Reply from Home Energy
Hello, we’re sorry to hear about your experience and understand why this has been frustrating.
Energy prices on variable tariffs can go up or down depending on wider market conditions and industry price cap changes, but we recognise the importance of clear and consistent communication, especially when customers are trying to plan their costs. If expectations weren’t aligned with what you’ve been charged, that’s something we need to reflect on.
It’s also disappointing to hear about the service you received. You should expect clear answers, accurate information, and callbacks when promised, and we haven’t met that standard here.
We respect your decision to switch and secure a fixed deal for certainty, but we would still like to review what’s happened in your case - both in terms of billing and communication so we can learn from it. If you’re open to it, please send us a direct message with your details.
Thank you for taking the time to share your feedback.
Team Home Energy
Excellent in every respect
Excellent in every respect. They dealt with my issue quickly and efficiently; outstanding communication and a genuine desire to help.
I moved to Home Energy from a major supplier last year. The difference in customer service is huge. A refreshing approach and much better value.
1 April 2026
Unprompted review
Dawn was exceptionally helpful and…
Dawn was exceptionally helpful and efficient.
1 April 2026
Unprompted review
Aysha has been so nice
Aysha has been so nice - answering loads of questions, super fast and clear.
1 April 2026
Unprompted review
Understood, problem solved…
I was confused so queried but with quick replies I now understand
31 March 2026
Unprompted review
Mahiza
Mahiza, was attentive, empathetic and respectful. Had a ‘complicated’ problem that was resolved! Thanks 😊
1 April 2026
Unprompted review
I phoned Home Energy to enquire about…
I phoned Home Energy to enquire about the tariffs, found them to be very helpful and much cheaper than my other supplier. I rang them twice and on both occasions did not have to wait long on the phone for it to be answered. So far so good. If the switch goes smoothly and my billing is no problem with the smart meter, I will be a very happy customer.
31 March 2026
Unprompted review
Great customer service
Great customer service. Thank you to Mahiza for your help.
31 March 2026
Unprompted review
Signed up for dual tariff
Signed up for dual tariff, they messed up and only transferred the gas! Called them and was given a crazy story that our current supplier had not provided electricity meter details, spoke to existing supply, they confirmed noncence as the new supplier never asked to transfer both tariffs.
This company take very early payments by ddm even before you transfer. To be honest I should have never swapped to homeenergy😞
1 March 2026
Unprompted review
Poor customer service
Since the death of my husband I have been trying to transfer the direct debit to my account.
I gave all the relevant information and was led to believe the new account had been set up. I then received several emails to say payment had not been made. It turns out HE had made an error, sending my bank a debit request with a zero amount. I contacted them and was told the debit would be rearranged. Meanwhile I keep receiving emails, and now letters, saying payment has not been received. It has.
As I made my first contact with their bereavement service I have to say that their handling of this matter has been insensitive at the very least.
26 March 2026
Unprompted review
Reply from Home Energy
Hello, we’re truly sorry to hear about your experience during what is understandably a very difficult time. You did exactly the right thing by contacting our bereavement team, and it’s disappointing to hear that this hasn’t been handled with the care and sensitivity you should expect.
From what you’ve described, there have clearly been issues with setting up the Direct Debit correctly, along with incorrect communications suggesting payments haven’t been made when they have. We completely understand how upsetting and frustrating this must be given the circumstances.
This is not the standard of service we aim to provide, particularly when supporting customers through bereavement, and we take this feedback very seriously.
We would really like to put this right as quickly as possible. If you’re able to, please contact hello@homeenergy.co.uk
(or reply with your details), and we will ensure this is reviewed by a senior member of the team who can resolve the account setup and stop any incorrect communications immediately.
Thank you for bringing this to our attention.
Team Home Energy
Great customer service - Mahiza was amazing
Mahiza was amazing. Resolved my issue promtply
27 March 2026
Unprompted review
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