Vital Energi Avis 

great job by the engineer (Alvin) - very friendly

Previously I was disappointed about Vital Energy's handling of our radiators repair, because some of the engineers were not confident of the job and they failed to complete the repair.
The engineers came to do the repair today completed the job successfully. I observed Harry , Dan Smith were confident engineers, Mason assisted them well to complete the job.

Conor was an amazing engineer who sorted out our boiler problems turns out we've had several in the past that have made a mess of things but thanks to conor spending much time he managed to fix all of these!

Customer service was so useless, I have several email chains with different email addresses and they all get cut off, then when I call they say they have no record of me on my landlord getting in touch! All I'm trying to do is tell them I've moved and they are still billing me several months later. Every interaction I've had with them has been difficult they clearly need a better system.

Sincere thanks to Harry Hynes who visited our flat this morning to investigate an ingoing noise issue with our recently installed HIU. Although the other Vital engineers were good, Harry really stood out and immediately instilled confidence as he demonstrated his knowledge and determination to resolve our annoying problem. He was very polite and professional. He took the time to explain his plan of action. He resolved the issue but reassured us that he knows what is required if there is any recurrence.
Harry is an asset to the Vital company and we are very grateful to him.

We had a wonderful engineer by the name of Glen Goodman arrive, so attentive so professional and absolutely fantastic. He listened to our concerns and genuinely worked hard to resolve a problem so many other people passed up and ignored. We've had issues with our hot water for almost a year and he spent at least an hour and a half identifying the issue the first time and the second time round an hour and half or so working to resolve it. We’re so very grateful to him and his hard work but also being very kind and patient enough to help resolve the issue.

Atiq is an excellent customer service professional. Although the billing case was complicated, she put in great effort to provide a clear breakdown. It is truly much appreciated!

Yasmin responded promptly. However, I feel that it should be clearly stated on the monthly 'bills' how payment will be processed.

In Cambridge Vital energy is contracted by Core for billing and maintenance. Core has no full time employees.

So now if you are a resident and have an issue or there are important communication about the system that you should hear about, how does it work, you ask. It doesn't. Vital is terrible at communicating, Core is just a shell layer of management.

Ok, but maybe Vital are doing a fantastic job at billing after all is half of their job. Also no. They created the worst app to exist in 2025. It's clunky to use it breaks all the time. My grandpa would probably have done a more user friendly app.

Ok but wait, sounds like there's not a lot of service being provided, maybe that means the bills are really low, right, sounds like there should be no overhead. Also the green vibe energy thing. Right? Right?

We have the highest rates for gas in the country, a country in which gas is silly expensive. A half of our bills goes to looses. This is a brand new state-of-art fartsy partsy system.

Ask me how does the free market work and I'll tell you about monopoly and onion style management. If you put enough layers between the customer and the service provider the management practically cannot hear the customer complain and therefore everything is great. Looking forward to AI costumer support being added.

Ticket not been resolved. Please look into my mail.

I don’t really like it. It’s very expensive.

Thank you, Atiq Shah for your excellent customer service. Keep up!

1. Over charging
2. Terrible customer service from technicians
3. Can't get hold of them to sort out issues
4. Hot water doesn't work regularly
5. Avoid

A very quick response to my customer enquiry and a positive outcome - thank you.

Harry was professional, polite and explained everything very clearly.

Good . . . . . . . . .

Had Alvin come out to our property today very professional in his dealings and explained the problem to me in a clear manner!

I'm extremely dissatisfied with the service I received from Vital. Over a period of 3 months, I spent countless hours on the phone and took multiple days off work to accommodate numerous engineer visits. Unfortunately, despite their efforts, no progress was made in resolving my issue.

The experience was further marred by the constant runaround I received regarding waiting on parts, only to be told that they were ready, and then having engineers arrive without the necessary knowledge or equipment to complete the repair. On one occasion, an engineer failed to show up altogether, leaving me feeling frustrated and disrespected.

To add insult to injury, the last engineer who visited at the end of January arrived with the wrong type of valve, which rendered the entire visit pointless. What's even more astonishing is that this engineer had the audacity to claim that they were doing us a favor, despite the fact that nothing had been fixed.

The most frustrating part of this ordeal was when the last engineer revealed that Vital is not responsible for the cold water side of the repair, effectively abandoning the job and leaving me back at square one. This lack of transparency and accountability has left a sour taste in my mouth, and I would not recommend Vital's services to anyone.