Caroline listened carefully to what I was saying and after looking into it came up with an explanation as to what the problem was. She was very helpful and offered a solution to call back at end of t... Voir plus
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Lisez les avis des autres
I had a great experience with the customer service at Evinox. My bill was overestimated, I called the Evinox customer support team, and Caroline was extremely helpful and friendly. She reassured me th... Voir plus
I’m a residential I use this for hot water & heating, as a pay as you go, they charge you how every they like if you don’t use your heating or hot water they will collect money or they will come u... Voir plus
L'entreprise a répondu
They just tried to charge me over £200 for a bill from two years ago, even though I moved out of the property a year ago and had settled my accounts, they kept insisting I owed them the money until I... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
Specialists in energy metering and billing for Communal Heating systems. Dedicated to providing leading technology together with professional service to match our clients’ needs.
Coordonnées de contact
Royaume-Uni
- evinoxresidential.co.uk
3,8
Bien
54 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 55 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
Comment cette entreprise utilise Trustpilot
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Nikita was so helpful
Nikita was so helpful! Thank you for resolve my issue.
28 juin 2026
Avis spontané
I wanted to modify my payment
I wanted to modify my payment, Sian was great, responded quickly and agreed to my request. Very polite, respectful and helpful.
23 juin 2026
Avis spontané
Réponse de Evinox Residential
Dear John, Thank you for taking the time to leave this feedback. It's great to hear that Sian was able to help, and reviews like this are invaluable in recognising the hard work our team puts in every day. ❤️
Today was a huge success 🙌
Today was a huge success 🙌
I had a conversation with a lady called Caroline.
Who totally understood my issue.
And Caroline solved the issues within hours.
Caroline is my hero.
Thankyou so much. Really appreciate your support today .
19 juin 2026
Avis spontané
Réponse de Evinox Residential
Dear Amanda,
Thank you so much for your lovely review!
We're delighted to hear that Caroline was able to understand your issue and get everything resolved so quickly. We think she's a bit of a hero too 😃 ❤️
Feedback like this means a great deal to our team, and we'll make sure your kind words are passed on to Caroline.
Inaccurate bills and inability to resolve
I have made a formal complaint about the inaccurate bills I have been receiving and the inability to resolve this for over two months now.
I did not receive any bills between 5th Feb and 14th April, after chasing the 'Bills for March' and 'Bills for April' were provided (as labelled on the Evinox dashboard, although misdated as to when they were provided). These were based on estimates and it had not communicated to me that there was an issue with reading meter in this time.
Since then I have provided several meter readings materially below the estimates used to generate bills and been told by Evinox employees on the phone and over email that these will be used to provide a revised bill. I still have not received a single accurate bill but have received two final repayment letters chasing for payment in the post since then. A company should question its priorities if it's able to send out letters chasing for payments but not able to issue accurate bills.
I have called about this issue several times to be told be told this is due to a system migration, but I expect a company should still be able to meet its obligations to its customers of issuing accurate bills while going through a migration. I also expect this is something the regulator would require to be the case.
I have been told today the bill I have been waiting for should be available next week, but have little faith in this. I have told Evinox that I am moving out of my flat next month and need to have this issue resolved but this seems to make no difference.
31 mars 2026
Avis spontané
Réponse de Evinox Residential
Dear Resident,
Thank you for taking the time to share your feedback. We are very sorry to hear about the difficulties you have experienced with your billing and the time it has taken to resolve this.
We fully understand how frustrating it must be to receive estimated bills, especially after providing meter readings, and then to receive payment reminders while you are still waiting for corrected bills. This is not the level of service we aim to provide.
We are aware of the issue affecting your account and our team is currently investigating this as a priority. A member of the team will be in touch shortly to provide an update and work towards a resolution.
The system migration has unfortunately caused some disruption to billing, but we appreciate that this does not lessen the inconvenience caused. Please be assured that any incorrect estimated billing will be reviewed, and where a credit or refund is due, this will be corrected.
We would also like to reassure residents that Evinox Residential does not make a profit from energy charges. These charges relate to the energy supplied to the property, and our priority is to ensure that billing is accurate, transparent, and corrected where needed.
Thank you for your patience while we work to resolve this.
Kind regards
Had a great conversation with Caroline…
Had a great conversation with Caroline who put all her weight in resolving an issue with final balance of charges owed by exited tenant. This greatly help me to establish a closing position in order for me to negotiate with tenant. Much appreciated.
10 juin 2026
Avis spontané
Réponse de Evinox Residential
Dear K Fung, Thank you for taking the time to leave your review.
We're so pleased to hear that Caroline was able to help you reach a clear understanding of the final balance and provide the information you needed. She is always committed to supporting our residents and finding practical solutions, so it's wonderful to see her efforts recognised.
We'll be sure to pass on your kind words: feedback like this means a great deal to the team ❤️
Great customer experience
I hadn't advised of my new email address, and Caroline was very efficient to provide me with outstanding bills and update my records, and was very understanding
8 juin 2026
Avis spontané
Réponse de Evinox Residential
Thank you for your review.
Dear Paul, we're pleased Caroline was able to help get everything updated and provide the information you needed. We know that sorting out account details can sometimes be a little frustrating, so we're glad she was able to make the process straightforward and support you with understanding and efficiency.
We'll be sure to pass on your kind comments to Caroline ❤️
Terrible service from an amateurish…
Terrible service from an amateurish company.
7 juin 2026
Avis spontané
Excellent customer service
Once again, I had the pleasure of speaking to Caroline again today. I always appreciate the effort that she puts into fixing any queries, and she always puts a great level of care into what she does. Thank you Caroline!
4 juin 2026
Avis spontané
Réponse de Evinox Residential
Dear James, Thank you for your continued support and for taking the time to leave another review.
Building positive relationships with our residents is something we value greatly, and feedback like yours helps recognise the team members who make that happen.
We'll make sure Caroline sees your lovely comments ❤️
This company is an absolute farce.
This company is an absolute farce.
I moved into my property in October and had to chase them for months before finally receiving a bill in January—only to find that all the meter readings I had submitted were wrong. To make matters worse, they charged me a £35 'setup fee' with no explanation.
It is now June, and I am still waiting for my bills for February, March, April, and May. I have sent multiple emails, but I never receive a response.
To top it off, their online portal is a joke; it is so poorly constructed that even a beginner coder could have built a more functional site.
I am genuinely frustrated that the building's management company, whom we pay top rates, would choose to work with such a useless provider.
Be warned if you move in and see this company...
1 juin 2026
Avis spontané
Had issues getting Evinox to produce a…
Had issues getting Evinox to produce a final bill for a tenant. Found out the incoming tenant is having an issues setting up a new account, getting access to the account on line and getting no responses to his email. How can a company that as a very simple job not able to do it time and time over.
27 mai 2026
Avis spontané
Réponse de Evinox Residential
Thank you for your feedback. We sincerely apologise for the delays and frustration experienced by both the outgoing and incoming tenants.
As part of a major upgrade to our billing infrastructure, we are currently migrating to a new billing system. While this transition will ultimately allow us to provide a more efficient service, including faster final bill production, improved account setup processes, and enhanced online account management, it has unfortunately caused some temporary delays in issuing final bills and processing new account registrations.
We are aware of the issues some customers are experiencing and are working hard to resolve them as quickly as possible. Our teams are prioritising outstanding final bills and account setup requests to minimise further disruption.
We understand the inconvenience this has caused and appreciate your patience while we complete this transition. The improvements being implemented are designed to deliver a significantly better experience for our customers going forward.
Thank you for your understanding.
They just tried to charge me over £200…
They just tried to charge me over £200 for a bill from two years ago, even though I moved out of the property a year ago and had settled my accounts, they kept insisting I owed them the money until I took time to dig back into all my statements etc and send them proof they were wrong. I asked for compensation for the stress and time caused but none offered! Terrible service.
21 mai 2026
Avis spontané
Evinox Residential - why don't you just shut down your business?
Third review about this terrible billing company - or a scam altogether. If you are interested, please read my previous reviews. It's been two months. Their remote reading on their so called WebApp has NEVER been right. In fact, always much much higher than my actual usage. I have called their customer service a million times, trying to make sense of things. Never got anywhere. As of today, 8 May 2026, the remote reading on their stupid webapp is 129KWH higher than my actual usage of the day - it reads clearly on my in-built unit that the usage was 1139KWH - WebApp gave 1260KWH. And, I cannot submit any readings that is lower than their estimated, wrong one! How ridiculous is that? So instead of looking into the issues of inaccurate reading and trying to fix it, Evinox, your solution is to stop people from submitting their actual reading numbers? You should shut down your stupid business and go establish some kind of phone scam company, Evinox people. It probably makes you money sooner! And don't worry, I am NEVER going to pay for your wrong bill. Everyone should avoid this company - Evinox Residential or anything related to this business. It is a SCAM.
8 mai 2026
Avis spontané
Amy is great
Amy is great - she will fight for you internally and anything you need help with she will give you the best help.
Don't listen to the other reviewers - call, be patient and they'll give you the right help
7 mai 2026
Avis spontané
Réponse de Evinox Residential
Dear Mohamed, thank you for taking the time to leave such a kind review.
We're delighted to hear that Amy was able to support you and provide the help you needed.
Your patience and understanding are greatly appreciated, and we'll be sure to pass your lovely comments on to Amy ❤️
please answer your phones...your…
please answer your phones...your service is simply poor 30 mins and still no answer!!!
24 avril 2026
Avis spontané
Réponse de Evinox Residential
We’re very sorry to hear about your recent experience and understand how frustrating long wait times can be. This is not the level of service we aim to provide.
We did experience a temporary fault with our phone systems last week, which impacted our response times. The issue was resolved within a few hours, and service has since returned to normal.
If your query is still outstanding, please don’t hesitate to contact us via email, and we’ll be happy to assist you as quickly as possible.
Thank you for your patience and for bringing this to our attention.
TIP TOP CUSTOMER SERVICE FROM CAROLINE.
Based on my recent experience with CAROLINE i can say she was understanding, polite, respectful, & professional. The issue I had is in the process of investigation & hopefully will be resolved, but CAROLINE went well beyond all my expectations wrt customer service. Thank you Caroline for keeping your promise & for understanding my situation.
21 avril 2026
Avis spontané
Good Customer Service but unacceptable lack of billing transparency
Sian was very helpful in resolving my issue and provided excellent customer service. However, I am very dissatisfied with the lack of billing transparency. It appears impossible to obtain a detailed official bill showing how charges are calculated, which is essential for understanding payments and for administrative and tax purposes. Although Sian did their best by providing an average based on recent months, I find it unacceptable that customers have no clear way to track usage, verify charges, and access proper bills.
20 avril 2026
Avis spontané
Réponse de Evinox Residential
Thank you for taking the time to share your feedback. We’re very pleased to hear that Sian was able to assist you and provide a positive customer service experience.
We’re sorry to hear about your concerns regarding billing transparency. We understand how important it is to have clear, detailed information about how charges are calculated, especially for your own records and peace of mind. Your feedback has been noted and will be taken into consideration as we continue to improve our customer portal and the level of detail it provides.
In the meantime, please be assured that our team is always available to help. If you require a breakdown or further clarification of your charges, we would be happy to provide this directly.
Very poor customer service
Very poor customer service, it takes more then 15minutes to get the line, the meter reading are estimated, tried to call several times to give real actual readings, keep over paying, agent on the phone looks like doesn’t know what to do, moved in new place with evinox in October, received first bill in January over estimated and then other three bills after two weeks over estimated. I just want pay for right actual usage but the system keeps over estimated the reading and customer service is not helping..
the readings from October don’t align with actual readings that I see on the meter.. I spoke with the manager of the building and she said that there are no issues.. I called several times to riport the actual readings don’t align with reading on the meter!! Also evinox should receive data from the building because the meter is connected to internet!!! I also asked on the phone to send someone technician to my flat to check the meter and I’ve been told they cannot send anyone!! Anyway, now it looks sorted, I can see correct reading on the app, I’m aspecting bills from January and also I’m aspecting I refund!!
17 avril 2026
Avis spontané
Réponse de Evinox Residential
Thank you for taking the time to leave your feedback. We are sorry to hear about your experience and appreciate you raising your concerns.
We acknowledge your comments regarding our telephone wait times and customer service, and we are taking this feedback seriously.
Having reviewed the billing history on the account, the bills issued from October to the end of January were based on actual meter readings, with the exception of one reading during that period. Based on the information available, it does not appear that there has been any overpayment. The consumption recorded is on the higher side, and the tariff applied is above average. As the billing provider, we work with the managing agent to set an initial tariff rate, once billing commences, we work with the managing agent to review the tariff after three months; this is currently under review.
We are not solely responsible for the setting of a tariff, this needs to approved by the managing agent.
For your peace of mind, we would like to reassure you that Evinox Residential does not make any profit from the cost of energy. Our fees are recovered separately as a fixed cost through the facility charge, so we have no financial benefit in setting higher energy tariffs.
Since the end of January, we have been unable to issue further bills because we have not been receiving meter-read information for the property. The Managing Agent is aware of this issue and is working to resolve it as quickly as possible. In normal circumstances, billing may be estimated where meter data is unavailable. However, as the tariff is also currently under review by the Managing Agent, billing has been paused until both matters are resolved.
We are sorry for the frustration this has caused and appreciate your patience while these issues are being addressed.
Avoid if possible (sadly most can’t)
The company charges a “set-up” fee, which no other utility company has ever charged me before. And the worst part is you can’t change provider of a heat network. All-round scam, another way to extract money out of everyday people without justification.
2 mars 2026
Avis spontané
Réponse de Evinox Residential
We’re sorry to hear that you feel this way and appreciate you taking the time to share your experience.
Heat networks operate differently from traditional gas and electricity suppliers. They are privately managed communal systems, and costs related to metering, billing setup, and system onboarding are sometimes included as part of the overall service structure. These charges help cover the infrastructure, data management, compliance, and customer support required to operate the network accurately and transparently.
We understand that terminology such as “set-up fee” can feel unfamiliar, and transparency is important to us. Charges are agreed contractually with the building owner or managing agent and should always be clearly outlined within the billing framework.
If you would like us to review your specific case or provide further clarification, please contact our team directly at billing@evinoxresidential.co.uk, and we will be happy to assist.
Thanks Emmanuel for your Support
Evinox's system wasn't set up when I moved in. Which meant, all their bills from October - February have been charged months behind.
However, after speaking with Emmanuel, he was able to clearly explain the situation and reassure me that I am not overpaying
25 février 2026
Avis spontané
Réponse de Evinox Residential
Thank you for sharing your positive experience.
We understand how frustrating it can be to receive bills later than expected, especially after moving into a new home.
We’re really pleased that Emmanuel was able to explain the situation and provide reassurance about your charges clearly.
Occasionally, when a new account or building is first set up on the system, there can be delays before billing is fully in place. We appreciate your patience while this was resolved, and we’re always here to clarify any aspect of your account whenever you need us.
Send bill of £1034
Send bill of £1034. Didnt provide any detail bill and no explanation. They know very well that we are struct with them as all other flats and they send bill like which are not acurate. no audit no transparency just total greed.
6 janvier 2026
Avis spontané
Réponse de Evinox Residential
Dear Customer,
We’re sorry to read your review and understand that receiving a bill of this size can be concerning.
We would like to clarify that a detailed breakdown of charges is provided with all bills. Following your enquiry, our customer service team has also supplied a further itemised explanation of the charges applied to your account.
As communicated to residents in December, a review of billing was necessary as earlier invoices had been issued without reflecting the updated tariff. This resulted in an adjustment covering a two-year period to ensure charges accurately reflected energy usage and tariff rates.
The higher balance shown on your recent bill includes previously undercharged amounts that accumulated over recent months.
We would also like to reassure you that we do not add profit to the cost of gas itself. Charges reflect your energy consumption, applicable tariffs, and the cost of operating and maintaining the communal heating system.
We appreciate that billing adjustments can be frustrating, and we are committed to being transparent. If you would like us to review your account with you directly, please contact us at billing@evinoxresidential.co.uk, and we will be happy to assist further.
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