Good Energy Reviews 

Called with an urgent issue.
Donna M rapidly dealt with it by booking an engineer and provided clear and helpful information.

Today, I needed to arrange for an engineer visit. The phone was answered quickly and Claire who took the call was brilliant. It was quiet in the background, not a call centre, which I really appreciate as a person that wears hearing aids. She explained everything. I am a new customer and so when Claire found out about my hearing, she put my on a priority list - I've never been offered this before with other providers. She did not rush the call and was very patient, explaining everything. Afterwards, she sent me an email - it felt like the personalised service that was once common place - Good energy in more than one sense.

Contacted Good Energy helpline with a query about my Energy Monitor. A very helpful gentleman called McLean answered my call promptly and was able to suggest a couple of options to try and resolve the issue. I am very happy with the way my call was answered and with the outcome.

I was dealt with promptly and efficiently.
Colin was a pleasure to deal with.
Thankyou.

For some reason my Top Up on my electricity was applied to my account but not communicated to my smart meter. Rachel C took the problem to the technical support people who helped come up with a solution. Rachel then researched my question as to why this happened. Thank you to Rachel for your dedication to details.

I always find the Good Energy staff really helpful. I like the fact I can speak to someone and I feel my needs are genuinely cared about and addressed. There is a good reason I've been a customer for around 20 years! Thank you!

I don't often take the time to write reviews, but I was so impressed with the prompt, warm, competent service I received this evening. I had a clear and detailed reply to my email within half an hour, despite it being outside of normal office hours. Donna M made me feel understood and that I could trust her knowledge and her later clarification that my request would be dealt with in a timely manner.

I am so glad that I chose to go with Good Energy. The service is head and shoulders above any of the other energy providers I've had to deal with in the past. Thank you G.E.!

I emailed a question on my Direct Debit, (pending the Government increasing the cost of Gas and Electricity), to Good Energy. They responded within half an hour.

The reply was polite, and contained a well reasoned argument. They know from the Smart Meters exactly how much power we use in a typical year. And roughly how much power is made by our Solar/PV Roof.

As we already have a modest credit balance, Good Energy has decided that our direct debit does not need to increase. Phew ! and also Good News from Good Energy.

Been working with Good Energy for the last few weeks to submit meter readings for the upcoming FIT payments and I cannot fault the support and communication from them. Ann Marie Cherry in particular has been great at helping and guiding us through the process. No question or request has been too much trouble and her patience has been second to none. Would highly recommend.

This review is about Rachel C and her swift response and resolution to my name change!

Darren M at good energy helped me with my query, he was amazing at resolving my concerns efficiently and I will highly recommend him. A****** rating

Extremely helpful member of staff over the phone, not a long wait, thank you.

Really prompt and helpful service by Claire vis email. Sensible solution to my problem.

I have solar panels which were installed by a local company which Good Energy bought and is in the process of eviscerating. Communicating with them is impossible and customer service seems non responsive

The phone was answered promptly, Darren listened to me carefully and helped with everything that I asked for.

Good Energy are really easy to deal with, you get the feeling you are communicating with a real human being who genuinely tries to help. Thank you, Donna M!

Three years ago we had 13 solar panels fitted by Empower. The service we received was faultless from beginning to end. We were kept informed at all times and on the day of installation things could not have gone smoother. Lead by a Ukrainian man the team even went so far as to brush the moss off our roof where the solar panels were going to be positioned. Some months ago we started to think about having a battery attached to our solar panels. Our initial point of contact was Empower only to be informed that they had been taken over by Good Energy. We emailed Good Energy and had a reply which I will paraphrase "we are busy, we are moving office, we will get back to you." We waited, days turned into weeks, still no response. Finally we telephoned the Ringwood office asking to speak to Jonny or Rob our previous contacts from Empower. Jonny had left but Rob had transferred. We were put through to Rob who remembered our solar installation, couldn't understand why our email had gone unanswered, he offered to come out that afternoon which suited us. During this visit more time was spent discussing the possible placement of an EV charger than confirming placement of where the battery would be situated and the need to do any pre-installation work. An external gas pipe runs around the wall where it was suggested our battery and the gateway would be positioned. We had quotes from Rob for two different batteries finally deciding on a Sigen Star and an EV charger. We were told that no precise time period could be given for installation as it depended on how quickly we were approved for having a battery installed at our property. We received notification that our application to have a battery installed was being processed and we paid a deposit. Several weeks passed during which time we purchased an EV which came with free installation of a charging unit. We emailed Good Energy asking for the cost of the EV charger to be removed from our quote and for a revised invoice. Again we waited, a week went by, still no response. What was more annoying during this wait was we had received emails from OHME the company installing the EV charger to which we couldn't respond as we had not heard back from Good Energy. Finally, as we had received and not replied to several emails from OHME we emailed Good Energy's head office. We then spoke to a lady who promised a phone call back with 15 minutes, we did receive this phone call. However its content was to inform us that at that moment she did not have a response for us but our complaint had been escalated to Management. The following morning we heard back again from Elena and within a few days we had a new invoice not showing the EV charger and answers to a couple of questions. Then we received a date for installation. Our battery was installed today in blistering heat by Dan, Alex and Charlie. Before we go any further we want to state how hard these 3 men worked, how courteous and understanding they were, and how unnecessarily complicated certain aspects of their installation work was made through insufficient pre-installation advice of works/equipment required and it has to be said a lack of a thorough installation plan from the Ringwood office. Following Alex, Dan and Charlie's arrival the first 90 minutes was lost trying to establish just where the battery could best located - the external gas pipe was a major problem - the need to reduce a large shrub by half to allow work to take place, the moving of a log store and its contents, finally we were asked if we had any paving slabs as the battery had to be situated on a solid surface (the area is covered in chipping.) We are in our 70s and we were concerned to support the fitters as much as we could. It must be said though that had a thorough plan been prepared, a list given to us of the work needed in the area where the battery was going to be positioned, the need for paving slabs to provide a hard surface for the battery, we could have spent the days prior to installation getting the area ready. In temperatures over 30 degrees c we struggled to support the fitters whose role does not include cutting back large shrubs etc. Throughout this process we have missed Jonny as our point of contact. At the end of the installation we asked our fitters how much an additional battery, should we decide in the future to add to our existing unit would cost bearing in mind all the connecting work has been done. The fitters had no idea. Good Energy you have missed a sales opportunity. In summary there appears to be a lack of communication between the sales/survey team and the installation team, the pre-installation information provided to customers especially where landscaping is required and going forward the possibility of additional sales. We have missed the professional care we received from Empower.
We missed out!!

Joel was kind, friendly and extremely helpful. A pleasure speaking with him and got my issue resolved in one phone conversation

Short wait to talk to an advisor. Addressed issue of a large credit balance without any fuss.