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
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Emanuel was very helpful and listened
Emanuel was very helpful and listened, and sorted situation out
20 février 2026
Avis spontané
Réponse de Evinox Residential
Thank you for your kind feedback.
We’re very proud of our team, and it’s great to hear that Emanuel listened and was able to resolve the situation for you. Providing attentive, solution-focused support is exactly what we strive for every day.
Your review means a lot to us and to Emanuel personally, thank you for taking the time to share it.
The customer care person was really…
The customer care person was really helpful
6 février 2026
Avis spontané
Réponse de Evinox Residential
Thank you for your kind review! We’re so pleased to hear that our customer services team was able to help. Providing supportive and reliable service is always our priority, and your feedback truly means a lot to us.
Amazing - The experience with Caroline has always…
The experience with Caroline has always been very helpful and most valuing for me as a customer. I feel uplifted and heard everything we have spoken. She js a wonderful person who values her customers and knows how to communicate strongly as well as get the need met with a problem solving approach.
6 février 2026
Avis spontané
Réponse de Evinox Residential
Dear Harminder,
Thank you so much for your kind words and for taking the time to share your experience.
We’re absolutely delighted to hear how helpful and supportive Caroline has been. She truly embodies what we stand for: making sure our customers feel heard, valued, and fully supported. Your feedback means a great deal to both her and the entire team.
If there’s ever anything else we can assist you with, we’re always here to help.
Double check your service charge
We were overcharged for our daily standing charge for 3 years via our building service charge. The issue was uncovered months ago. To date, it’s been impossible to receive a refund for the hundreds of pounds we were overcharged.
29 janvier 2026
Avis spontané
Réponse de Evinox Residential
Dear Customer,
Thank you for taking the time to raise your concerns, and we’re sorry for the frustration this situation has caused.
Following a detailed review, it became apparent that the facility charge applied through our billing services was also being recovered separately by the Managing Agent via the service charge. We were not previously aware that this element was being collected in this way.
As soon as this was identified and confirmed with the Managing Agent, we worked collaboratively to agree the appropriate resolution and to arrange for refunds to be processed as quickly as possible.
Residents were contacted at the beginning of 2026 to confirm that refunds for the first two affected years would be issued, with payments scheduled for February. A review of the 2025 charges is currently being finalised, and we will provide a further update as soon as this process is complete.
We fully understand how concerning this situation is and appreciate your patience while it has been investigated and resolved. Please be assured that we are committed to ensuring all charges are accurate and transparent, and to putting matters right where discrepancies are identified.
If you would like to discuss your individual account in more detail, please contact us at billing@evinoxresidential.co.uk, and our team will be happy to assist.
Kind regards,
Evinox Residential
Fixed my issue topping up my account
Had an issue topping up my account. They fixed it really quickly.
23 janvier 2026
Avis spontané
Réponse de Evinox Residential
Thank you for your review! We’re glad to hear that the issue with topping up your account was resolved quickly. Our team is always here to make things as smooth and straightforward as possible: don’t hesitate to reach out if you ever need support again.
I am beyond disappointed with this…
I am beyond disappointed with this company's service. Over the past three months, I was charged a staggering £578.16 for hot water and heating, despite NEVER turning the heating on. It's unacceptable to be billed such an exorbitant amount without any explanation or justification.
I reached out to their customer support in hopes of resolving this issue, only to be told there is "nothing they can do." This dismissive attitude and lack of accountability are completely unprofessional. Customers deserve transparency and fair treatment, and instead I’ve been met with indifference and a complete failure to address a clear billing error.
I would strongly advise anyone considering this company to think twice. Their pricing practices are unfair, and their customer service is utterly lacking. Save yourself the frustration and look elsewhere for heating and hot water services.
25 novembre 2025
Avis spontané
Réponse de Evinox Residential
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience. We understand how concerning it must be to receive charges that you weren’t expecting, and we appreciate the opportunity to look into this further for you.
To help us investigate your account in detail, please email us at billing@evinoxresidential.co.uk , referencing your Trustpilot review and requesting a manager review your case. This will ensure your query is prioritised so we can provide the most accurate support.
To clarify, Evinox Residential acts solely as the billing provider, which means we do not set energy tariffs, standing charges, or make a profit from the energy recorded on your meter. Standing charges apply regardless of heating or hot water usage and are typically set by your landlord or managing agent to cover services such as administration and equipment maintenance.
If your bill shows energy consumption, we are required to bill based on the usage recorded by your unit. In some situations, a unit may draw energy even if the heating has not been manually activated, this can occur if there is a technical fault. Because we are not the equipment manufacturer or maintenance provider, we aren’t able to diagnose or repair technical issues. In these cases, we recommend arranging for an engineer to inspect the unit, either independently or through your landlord/managing agent if your building has a maintenance agreement in place.
We’re sorry if this was not clearly communicated to you earlier. Our Customer Service Team is dedicated to supporting residents, and we want to ensure you receive accurate information and a fair resolution.
Thank you again for bringing this to our attention. We hope to work with you to resolve this matter as quickly as possible.
I’m a residential I use this for hot…
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 up we don’t know nothing.
I’m so tired with company they steal money while we sleep they control the system online because my heater is connected to my WiFi as a smart meter.
Someone told me this is still Minibems with new name.
8 juillet 2025
Avis spontané
Réponse de Evinox Residential
We’re sorry to hear about your experience and appreciate you taking the time to share your concerns.
To clarify, Evinox Residential acts as the billing provider, which means we don’t set energy tariffs or make a profit from the energy you use. In addition, even when heating or hot water is not in use, a daily standing charge will still apply. This charge is usually set by your landlord or managing agent and typically covers costs such as administration and maintenance.
We’d like to look into your specific case in more detail. Please email us at billing@evinoxresidential.co.uk, mentioning your Trustpilot review and requesting a manager review your account. This will allow us to investigate fully and provide you with the right support.
Thank you for giving us the opportunity to address this matter.
Inconsistent and unreliable
Crazy poor management of their systems. Moved into a new flat 2 months ago and have been charged inconsistent amounts, the meter doesn't align with the reading on my account and on top of the issues as our heating is cut-off on a weekend we have had no end of issues trying to contact them as they don't work weekends.
15 juin 2025
Avis spontané
Réponse de Evinox Residential
We’re sorry to hear about the issues you’ve experienced since moving into your new flat, and we truly appreciate you bringing them to our attention.
We’re currently investigating your case: it appears that some of the difficulties you’ve encountered are linked to how the site was originally commissioned, which has affected our ability to access accurate meter readings for you and your neighbours. At Evinox Residential, we handle the billing of your site and are not responsible for setting up the units.
Please be assured that we’re working closely with your Managing agent and all other relevant parties to resolve this as quickly as possible.
We want to clarify that we do not profit from the energy charges themselves. Additionally, while we handle billing and customer service, we do not manage or maintain the heating systems directly. Like many UK billing companies, customer support is not available on weekends, and our office hours are Monday to Friday, 8:00 a.m. to 5:00 p.m.
Thank you for your patience. We’re committed to resolving this for you.
Dreadful company
Dreadful company - bills out when they want to. I've left reviews on their other page but this one seems to be the right one now. A long history of irregular billing and it never gets any better. 'Chaser' letters almost straight after the bill arrives. It's really difficult as a landlord to assist tenants with regular billing when they just don't provide for that. Some residents are mischarged with ridiculous amounts, and two bills arrive close together, then nothing for months. I don't know how many more times I have to leave reviews like this before they sort themselves out!
12 juin 2025
Avis spontané
Réponse de Evinox Residential
We're very sorry to hear about your negative experience and sincerely appreciate you taking the time to share your feedback.
We understand how frustrating irregular billing and unexpected chaser letters can be, especially when you're trying to manage this on behalf of tenants. Your comments highlight areas where we need to improve, and we take them very seriously.
We’ve recently changed ownership and are no longer part of Evinox UK. With this transition, we're making significant efforts to improve our billing systems and overall customer experience. This includes creating a dedicated Trustpilot page, allowing us to better listen to and respond to feedback like yours.
We’ll be reaching out directly to learn more about your situation, clarify the reasons behind our billing practices, and work toward a better solution for you and your residents.
Thank you again for bringing this to our attention, and please accept our sincere apologies for the inconvenience caused.
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