acasa Avis 

After three years as customers, we expected better from Acasa. When our internet went down, we were left without a connection for a full week with no clear way to resolve the issue.

Acasa has no phone support, meaning we had to rely on their slow instant messaging service, which provided delayed and unhelpful responses. Since they hold the account with BT, we couldn’t contact BT directly to investigate the problem.

In an attempt to speak to someone, we called Acasa’s sales team—the only department that picks up the phone. Twice we were promised updates on our issue, but we never heard back.

After a week of frustration, we finally discovered that the internet was down in our area. Had Acasa provided us with the necessary account details earlier, we could have confirmed this directly with BT within minutes, instead of wasting an entire week waiting for answers.

To make matters worse, we were offered less than £10 in compensation for the whole account—far below Ofcom’s guidelines, which suggest we should have received over £70 more. Our follow-up messages questioning this were ignored.

Acasa’s lack of communication and accountability made a bad situation far worse. If you want a service provider that offers reliable support and fair treatment, we wouldn’t recommend them.

I have had a deeply frustrating and financially damaging experience with Acasa. They have been charging my bank account multiple times per month without prior notice, withdrawing funds that were not part of the agreed contract. This has resulted in over £ 3,000 in unauthorized deductions.

I have repeatedly requested a refund, but my emails have been ignored or met with vague responses. I strongly caution anyone considering Acasa—lack of transparency, unauthorized deductions, and poor customer service make this company highly untrustworthy. 🚨

Would not recommend unless you want unexpected charges and no accountability.

SCAM! Do not use them at all, they only have an automated service and you cannot talk to any humans. They threaten you with overdue payments that you do not owe.

AVOID AT ALL COSTS

Avoid I had a bill of £2000 over draft I said I don't use them as we are with other suppliers and they sent one email saying I have an outstanding balance and if I don't respond I could be taken to court if no reply in 7 days tried to call and emails no answer just automatic mails will send proof I guess there'll try say some crap to try grab money of you and not pay your bills biggest SCAM

As far as I can tell this is simply a scam - didn't setup any of the utilities they promised to and simply took money.
Eventually I had to transfer everything into my name and I still haven't managed to get any money back from them as they refuse to communicate with me.

Failed to pay our water bill for seven months, and then didn't even refund us the full amount needed to pay the water supplier. We only found out because we got a bill from the water supplier. We figured out we overpaid a huge amount for energy based on the actual statements from the energy supplier (that we had to fight tooth and nail to get) and we were told we would receive a final bill detailing money we are owed back within 120 days. Today is 120 days later and this never materialised. They owe us hundred of pounds. Customer service terrible, there is no phone line and the online chat function goes unanswered for days. They passed us around to different energy suppliers without us agreeing to it, and then failed to supply the correct address to them which caused a huge amount of confusion. Disgusting scam artists, I hope they are ashamed of themselves.

Shame you cant rate lower than 1 star, split from my partner about 8 months ago, turns out they couldn't get money from her for her bill so they just thought they would try my account, I replied to an email they sent asking them to call as there is no way to contact them other than via email or the app, I dont have the app as I split from there 8 months ago, I have sent 4 emails asking for a call and they wont call, yet still trying to take money from my account, cant charge me for time I havent been using your completely overpriced service, Scammers that just air on the side of the law to get away with things.

Just to add whilst I was with them, they screwed up 2 payments for our council tax and TV licence, to the point we had people knocking on the door, when I rang to see what the hell was going on they had put the wrong amount so it had bounced 2 or 3 times without them even checking it, they charge an astronomical 1k + for just the management side of things lol

I had a frustrating and confusing experience with Acasa. I received an email inviting me to sign up for their platform, implying that it was necessary for managing bills at my rental property. After creating an account, I later found out that a "Bills Included" package had been set up in my name without my explicit consent. I never agreed to any service packages, completed identity verification, or authorized direct debit payments.

To make matters worse, I was sent a tenant contract that contained incomplete and incorrect information, including unspecified tenancy dates. When I reached out for support, the response was slow and unhelpful, leaving me to resolve the issue on my own. Despite several attempts to clarify the situation and request cancellation, I found myself dealing with unexpected charges and confusion.

Overall, my experience with Acasa has been disappointing and stressful. I would caution others to be very careful when dealing with this platform, as the processes around setting up services and managing accounts are not transparent and could result in unauthorized charges.

Pointless company. Kept badgering me to let them organise my utilities after my referencing was done. In all of my 40 years of renting I have always managed to do this for myself……It’s not rocket science!!!!!

As first time renters living on our own, my partner & I were recommended GoodLord/Acasa by the lettings agent we rent through, so we thought it would be a good idea to avoid missing anything if we paid our bills through the company at a little bit of extra cost so we have some kind of safety net.

Things were okay for a couple of months, but we would receive a gas bill from Shell saying we hadn't paid or sometimes we'd receive an electricity bill from EDF, which was always rectified fairly quickly.

But it started becoming bizarre to me that a company responsible for paying bills... can't pay them on time? The issues started with an internet bill that had gone unpaid, so our wifi was shut off. Due to the limitations on our account, we can't contact BT as we aren't the account holders & the only way to contact Acasa is through a chat service that has a response time of about 2 hours. We spent about a week trying to resolve the issue with the internet & found out that we were paying Acasa to pay a different company to pay the internet & they were dropping the company that they were paying to sort the internet. As a result of this, the bill went unpaid because the company were under the impression Acasa were covering it, so we just said don't bother, we'll sort the internet ourselves, as my partner was working from home at the time & couldn't afford this disruption to his work. In the end we were about 2 weeks without internet.

The internet saga didn't end, however, as BT were trying to bill us almost £2,000 for early cancellation of contract, our original bill we owed & for a router we had already sent back. We resolved this ourselves, by stating we'd opened a new account & the original bill paying company were responsible for this.

After this, the quantity of bills that we were having paid for us by Acasa reduced again when they stated they were no longer going to be paying TV licence fees. Throughout this time, the monthly fee we were paying never reduced & we were paying around £275 a month for water, electricity & gas only. Now we're away from Acasa, these bills equate to around £119.

When we left Acasa, the stress still didn't end -- we received a bill from EDF for the entire period we were with Acasa trying to charge us £800! We contacted Acasa, who to their credit when you can get hold of them they are extremely helpful, but you never get to speak to these people under good circumstances & I can't imagine how many crappy messages they get a day from disgruntled current customers & ex-customers.

Our final bill never arrived, however after a period of time we did receive a refund of about £1k each as what I can only imagine overcharges that have been built up over time.

I hope some of these reviews aid in improving the turnaround on responses from Acasa & just all round improvements to the paying aspect, as it is a good idea in theory, not so much in practice.

If I could rate this zero I would like I’ve been reading on other reviews everything is true I cancelled with them paid everything I owed but when I try to switch over to new energy supplier. The current supplier is saying that goodlord the money acasa should be sending my money to have still not received money I paid in April. So until this is done they will not allow the switch to happen honestly I won’t name names but they know who they are they are a bunch of con artist and I hope anyone that’s reading this doesn’t make the same mistake I did going with this disloyal company

AVOID!
You can't cancel or remove your account.

AVOID! AVOID! AVOID!
I moved into a new flat with my partner at the start of the month. This service was recommended by Goodlord as an easy way to manage bills.
First they say no bills will be due until after the first month into our contract.
The next day they say we owe £240. Then they "reassessed" our 1 bed property and decided to raise our monthly bills to just over £400! FOR A TINY ONE BED FLAT. Two weeks into our lease they still haven't sorted internet, which they want to charge £68 a month for.
This service is a scam and massive red flag, making our move-in much more stressful than needed. Please save your money and time and literally go anywhere else.

I used acasa for 6 months and cancelled it after acasa failed to set up my electricity bill (I ran out of power in the of a meeting), my water bill (Water Thames sent me a letter saying I was in debt) and informing me I would need to sort TV license on my own. I was told my final bill would arrive within 60 days.
10 months later I received it, saying I had to pay almost £800 in 14 days, and, because it had been so long since I cancelled with the providers, I couldn’t dispute the value. 18 emails later, it is still unclear why they believe it is fair for me to pay that much (essentially implying I used £1000 of electricity per moth).
Given their reputation here, and my experience, I have no reason to believe they got their numbers right, nor they can provide evidence to support it.
Nightmare.

despicable company

as others have said this company doesnt actually pay the suppliers, but takes the money anyway.

the customer service agents are not honest about this, and will claim to not see a problem, even after you send them the account statement in debt.

avoid using them. they should be struck off and the founders imprisoned for theft and fraud.

Acasa have not sent me my finalised bill it’s been 90 days. This is more than enough time to sort out a last bill and now it will take another 30. No apologies but just told there had been a delay. I have already sorted the gas, electric and water which was sorted in a day directly through the gas and water company. I would not recommend going with acasa they are incompetent at their job and do not give you a monthly breakdown of what you are paying. Even when asked for this information don’t send it. I was told I was £700 in credit but it would go towards my next bill. They are are a terrible app, disgusting customer service and absolutely delayed at getting things sorted. I would go direct to companies for gas and electric as they are really good. Not worth the hassle of joint up with acasa

Terrible service, they fail to mention an egregious "management fee" which appears at the end of the T&C's. They are impossible to phone and even more frustrating to contact by email. It's hard to see what exactly the managent fee pays for given it's been more work to handle them as our utilities provider than it ever was handling bills ourselves.

What a great idea - one payment, bills paid.

The reality - more and more work for you, as time progresses. Apparent lack of understanding of how the real world works. inability to communicate clearly and concisely

From the get-go i should have realised what the reality was like, but i foolish put it down to inexperienced staff.

I live alone, so i am eligible for single occupancy discount on council tax. No, Acasa does not offer that. ok, so i have to set that up myself, or pay the full 100%.

Shortly after moving in i get a letter to the occupier that i have no TV license. I have to contact Acasa to get this sorted.

Broadband - What speed will i get for how much? They could not tell me! But wanted me to sign up. They then stated it was "the fastest available at the property". Great - 900 Mb full fiber is what is there now. No, we will offer up-to 70-ish Mb for about the same cost as you could get 900 Mb. So another bill I am setting up myself.

6 months later they tell me they will no longer pay the TV license. Yet another one to do myself. And of course it is classed as a new license, so i have to pay the increased monthly cost for the first 6 months (again).

I tell them i am leaving the property at the end of my 1 year rental agreement. They enter the wrong date, so i now have to work with the water, gas and electricity suppliers to arrange to pay the bills for the two days difference. How much hassle will that be - setting up direct debits, cancelling them, getting letters re0durected (which i had no need of before, but now do). Apparently there is nothing they can do.

All in all I have wasted countless hours of my time mopping up the trail of disasters this company has left in it's wake, and incurred costs they have made no offer to cover.

Just pay your bills yourself - it is so much easier and cheaper.