i have no contract with 1st utility after ofgem decided I would be with them this was not my choice and I should not be forced to pay 1st utility anything I have had bad experiences with them... See more
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Switch went smoothly. Good email communication. Lisa has been so helpful dealing with queries quickly and efficiently. Meter readings easy to enter. Reminders are sent when these are due, making it... See more
Company replied
After I moved to Usio energy, the opening meter reading apparently made by an independent meter reader was wildly inaccurate (i.e. completely made up) leading to a closing bill with Scottish Pow... See more
Company replied
I have been with Usio for 4 months now. Experiencing a problem with my latest bill I rang the company to discuss my problem. I spoke with "Customer Services Agent" Paul. Paul was extremely helpfu... See more
Company replied
Company details
Information provided by various external sources
A new, innovative supplier believing that each consumer is different. Usio prides itself in its' unique tariffs and amazing, personalised customer service.
Contact info
Techhub, 20 Ropemaker Street, EC2Y 9AR, London, United Kingdom
- 0203 879 4281
- help@usioenergy.com
- www.usioenergy.com
3.7
Average
113 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Really happy with the switch to this…Happy company!
Really happy with the switch to this company, everything has been easy and their customer service has been excellent. Particular thanks to Sophie who was probably the happiest customer service rep I’ve ever come across, keep smiling! :)
10 July 2018
Unprompted review
Reply from Usio Energy
Hi there Claire,
Thank you so much for your review of our company.
We are really proud to have Sophie in our team and you are right, she is also insanely happy even behind the scenes !
Let us know what we need to do to get a 5-star from you. We won't rest until we get one!
Many thanks,
Usio Team
Excellent support
Good value, and excellent support from Paul, who has spent a lot of time trying to sort out a problem caused by my previous supplier, who transferred me back with out my request or authorisation! Ended up re-transferring to USIO (at an even better rate!) and currently hoping that the previous supplier has sorted out the problems!
10 July 2018
Unprompted review
Reply from Usio Energy
Hi there Jon,
Thank you so much for your positive review of Paul - we are proud to have him in our team and lovely to read of his service to you. We are so glad you are with us and genuinely value your custom.
Do keep coming back to us for anything we can help you with and we'll make sure we maintain our service level to you!
Many thanks again,
Usio Team
Great price and great customer service
Great price and great customer service, not very offten you get both from one company. Customer service has been excellent and efficient. Keep up the high customer service standards and keep prices low!!!!Thanks.
10 July 2018
Unprompted review
Reply from Usio Energy
Hi Glyn,
Thank you so much for your lovely comments here.
We honestly pride ourselves on all you mention and its great to read how it comes across to our customers.
We'll do everything we can to maintain these levels and are committed to coming up with fresh ways deliver the service every customer should expect from an energy company.
Many thanks again,
Usio Team
Easy account to use
Easy account to use. Bill within 10 mins of reading request evey month. Very good price. Happy with the service so far
10 July 2018
Unprompted review
Reply from Usio Energy
Hi Dale,
Thank you so much for your review here and lovely to hear your account is perfectly in order.
Please do come straight to us if you need any help with any part of your service and we'll be on hand to solve anything that comes up!
Many thanks again,
Usio Team
Great company and prices
Great company and prices! Paul was able to answer all of my questions regarding the switching and he was really helpful throughout the sign up process. Now I just received my first bill and everything looks great and Usio have already arranged my smart meter installation which is due in a few days. Highly recommended company which strives to help every customer individually.
7 July 2018
Unprompted review
Reply from Usio Energy
Hi Agis,
Thank you so much for your review here.
We are proud to have Paul in our team and lovely to read the positive comments on his service to you.
Do let us know that the installation went perfectly for you and if we can help with any part of the after-install setup.
Smart meters are fantastic and you'll see so much more clearly how you use your energy in your home!
Many thanks again,
Usio Team
Excellent customer service and saving…
Excellent customer service and saving me hundreds of pounds a year on my electricity. So glad I found them!
6 July 2018
Unprompted review
Reply from Usio Energy
Hi Angela,
We are glad you found us too !
Thank you for your review here - we pride ourselves on great pricing and customer service and lovely to read where one of our valued customers comments on it ;)
Many thanks again,
Usio Team
FANTASTIC SERVICE AND HELP FROM A LADY…
FANTASTIC SERVICE AND HELP FROM A LADY NAMED LIANNE .SHE COULDN'T DO ENOUGH TO GET MY PROBLEMS SORTED ,KEPT IN TOUCH BY PHONE TILL PROBLEMS WERE RECTIFIED,THANKS.
5 July 2018
Unprompted review
Reply from Usio Energy
Hi Alan,
Thank you so much for your positive review here. We are really proud to have Lianne in our team and so happy to hear how helpful she has been in making sure your account is in tip-top shape.
Many thanks again,
Usio Team
Very helpful service from Paul
Very helpful service from Paul. Helping teeth out a few initial problems following my move.
4 July 2018
Unprompted review
Reply from Usio Energy
Hi there,
Thank you so much for your positive review of Paul. We are proud to have him in our team!
Many thanks,
Usio Team
Feel like a valued customer
Just changed over to Usio, few teething troubles but nothing that doesn’t happen with any other company. Difference with Usio is that you actually feel like a valued customer rather than just a number. Brett from customer services sorted out my meter readings and the oft mentioned Paul rang me after the meter installation to find out if everything went ok, then sorted out my app setup. (With a little help from his friends!). They could do with a few more phone lines at busy times but that’s about it. I would love them to stay a small company but with this customer service they’ll go from strength to strength
29 June 2018
Unprompted review
Reply from Usio Energy
Hi Angela,
Thank you so much for your positive review here.
We are proud to have Brett and Paul in our team and really happy to read your comments on their service to you.
You are right on the numbers manning the telephone. We have been careful to select only experienced and knowledgable agents to do this and proud to announce that our numbers have recently increased to match our rapid growth!
Please do come straight back to us where you need help with any part of your account and we'll be far quicker available for you.
You are right, we are still a small company and we are trying to maintain a "small company" feel to your experience with us which means our customers come first.
Many thanks,
Usio Team
A few issues to start with but promptly resolved
A few issues to start with due to the smart meter installer making a mistake but after this was reported the issue was fixed promptly with an engineer visit the following morning, very happy with the customer service so far.
26 June 2018
Unprompted review
Reply from Usio Energy
Hi there Ashleigh,
Thank you so much for the lovely review here and really glad to hear that we were on the ball ensuring your account was fixed.
We pride ourselves on our customer service and so happy to read where one of our customers goes out of their way to comment on it.
As always, please come straight to us if you spot anything you need help with and we'll be on hand!
Thank you again,
Usio Team
Only just signed up
Only just signed up, and there are problems already. Despite sending starting readings by email as requested (which Usio acknowledged) they've now told me they haven't had my readings and have estimated starting ratings at zero.
Add to this the facts that 1) their phone lines only open Mon-Fri 9-5, and that 2) every time I phone them I get a recorded message saying they're busy, leave a message and then they hang up, and I'm feeling like there is no way to resolve the issue. It feels like the only answer is now to switch to another company. Very disappointed already!
26 June 2018
Unprompted review
Reply from Usio Energy
Hi there Paul,
We are so sorry that you have had issues with your service with Usio. We have tried to call you a number of times and left you a few voicemails to call us to get any account issues solved. Please can you let us know a good time to call you to sort everything on your account out.
We really don't want to lose you as a customer and want to work with you to make sure you are confident and happy in your choice to switch to us!
If you can email us at help@usioenergy.com or call us on 0203 879 4281 we will make sure to wow you now.
We have vastly improved provision of highly skilled, knowledgeable agents who you can trust in now and would love to show you that you made the right decision in coming to us.
Many thanks,
Usio Team
Great customer service from paul
I couldn't give 5 stars as the frustration of not being able to contact them outside mon-fri 9-5, however 6 stars for Paul who 9am Monday morning sorted out our issue flawlessly.
Including a follow up call dead on the time he stated.
Great customer service and effory from him.
Maybe in the future there could be an out of hours emergency contact at the company?
25 June 2018
Unprompted review
Reply from Usio Energy
Hi Simon,
Thank you so much for your positive comments about Paul, one of our team!
We are so sorry that you couldn't get hold of us outside working hours but we are looking at ways in which this needs to be improved and appreciate your comment here.
Many thanks again,
Usio Team
Best Energy Company
Best Energy Company, Good prices and BEST SUPPORT specially Sofie, she is so prompt and responsible in getting back to you with proper follow up. 10/10. Brilliant.
21 June 2018
Unprompted review
Reply from Usio Energy
Hi Kashif,
Thank you so much for your great feedback!
We are so proud to have Sophie in our Customer Service team so lovely to hear your comments on her service to you.
Many thanks,
Usio Team
Recently switched to Usio Energy..
Recently switched to Usio Energy... I spoke to a real person who answered the phone after 3 only rings, very impressed, no waiting on the phone for ages! Paul was very helpful and explained everything in plain English. The switch was seamless thanks to Lisa's help with my meter readings. So far so good, great customer service. Simple to understand bills and a much lower monthly payment which is a bonus! 10/10.
21 June 2018
Unprompted review
Reply from Usio Energy
Hi Janie,
Thank you so much for your feedback here and really happy to hear your positive experience with our team!
We genuinely do try and get our Customer Service right and really know how important this is to be successful. We are proud to have Paul and Lisa in our customer service team.
Also glad to hear the billing is clear. Do come straight to us for any questions or anything we can do to make sure your energy is dealt with perfectly and quickly but so glad to hear we have made a good impression.
Many thanks again,
Usio Team
Recently switched to Usio
Recently switched to Usio.
Moved from EON to Usio which is a much smaller company. However customer service has been great every time I've had to contact, feels much more personal instead of a big corporation, which I like.
Few teething problems initally as didn't hear much after the switch. and registration emails didnt come through, but quickly rectified when I contacted.
However a downfall is that their opening hours to contact them aren't very accommodating, and sometimes you cant get through on the phone.
However Lianne was very helpful on live chat. Great so far.
19 June 2018
Unprompted review
Reply from Usio Energy
Hi Daniel,
Thank you so much for your feedback here.
You are right, we are looking at the hours we are available through the various mediums you can get hold of us but really glad to hear that when you did, the service you got made you feel confident in us.
Lianne is great and we are proud to have her in our team!
Many thanks,
Usio Team
Just joined
Just joined - though a few emails went astray they are quick to respond and resend all the info again - online chat worked well when discussing Smart Meter transfer and on boarding. Helpful staff
Web site could have info on the smart meter process and gotchas. Also needs links to be able to sign up if you haven't had an email for your account.
happy so far
19 June 2018
Unprompted review
Reply from Usio Energy
Hi John,
Thank you for your review here.
You are right.. there are still improvements we feel we can make to your online experience and we are working hard to identify and implement them in the releases we make. We'll add more detailed and better presented data about smart metering so watch this space!
Your feedback is really important to us as we better understand how our service is experienced by our customers.
We'll aim to continue to make you happy!
Many thanks,
Usio Team
Excellent company
Excellent company. At last a company with decent customer service. Had a few minor hickups to start with, but they sorted things out very fast. No horrible automated call centres - unlike the big energy giants. To name a few names Lisa, Seema, Brett are excellent customer advisors
15 June 2018
Unprompted review
Reply from Usio Energy
Hi Jonathan,
Thank you so much for your lovely comments on our CS team.
We pride ourselves on providing easy, swift and knowledgeable answers. We want to make sure you get service that makes your experience with Usio hassle-free and really glad to hear this is something you spotted too.
Lisa, Seema and Brett are fantastic and we love to hear your great comments about them.
Thank you so much !
Usio Team
Customer service practically non…
Customer service practically non existent. sales team on the ball,, but it's absolutely impossible to get answers to simple questions after you have signed up. Thinking about leaving.
14 June 2018
Unprompted review
Reply from Usio Energy
Hi there Simon,
It was a pleasure speaking to you just now and again. Please accept our sincere apologies that you couldn't get hold of us to answer the questions you had.
One of our team emailed you directly too. Please do use them as a good point of contact and let us show you some great, efficient customer service now.
We completely agree that we could have been a little quicker and on-the-ball with service to you and I aim to rectify this immediately.
Many thanks,
Usio Team
Really impressed with these guys
Really impressed with these guys. Genuinly one of my best customer experiences in dealing with a utilities firm and Brett, the customer service operater, was superb. Polite, well manered and incredibly professional. Have to say, very impressed!
14 June 2018
Unprompted review
Reply from Usio Energy
Hi there Mark,
Thank you so much for the review. We are proud to have Brett in our team and really appreciate the positive comments about our service to you!
Many thanks,
Usio Team
New to the customer service game but…
New to the customer service game but very caring and concerned that new meter installation went okay. Had a few hiccups with first attempt of installation but all good now
13 June 2018
Unprompted review
Reply from Usio Energy
Hi Emma,
Thank you so much for the feedback here. We're so glad to hear you are all installed but want to apologise for the previous problems with the first attempt.
Many thanks,
Usio Team
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