Vital Energi Avis 

I am an elderly customer. I have never been so poorly treated in my life.
There is never anyone available to help me and my heating has been off for over a week. The staff, especially the managers are so apathetic, they don't care at all. I'm horrified by the service.

Customer Service is good. They checked the details of an old bill and make responding refund to me for incorrect payment.

Ozkan seemed to know what he was doing. A week later we still have hot water. By and large Vital have been impressive. A welcome change from previous contractors.

I've been having hot water problems for 1 year or so with shower, and Sean Robinson managed to fix it twice quickly (after others misdiagnosed the issue)

The helpline always tends to think it's my shower, some other engineers think so too. But it's actually the heat exchanger device getting old and has build ups, should hopefully be replaced soon (as this problem is recurring)

Sean diagnosed the problems quickly and was able to fix it in 10-15 mins, great engineer! And explained the problem to me so I understood better for future. Many thanks!!

Ellie delivered prompt response and update to me. Much appreciated and would like to express my thank here

Ozkan,is the best person you sent today ,for to minutes he is focusing ot hav to do, at naw is working perfectly!! RESPECT!❤️❤️❤️

Excelente job very professional well done Daniel wells

Vital Energi has to have some of the worst customer service we have ever received. We have not had hot water for 35 days. We have had two engineers to our home and no updates between unless I persistently chase them for a reply. The second engineer said he would order a part and they would be in touch when it was in. I gave them a week before chasing them. That was last Thursday and they are not able to confirm if the part has been ordered or what the status of fixing the issue is. In the meantime, we are having to take cold showers in November. Unfortunately, we live in a block of flats so we do not get to choose our provider, but we would not be staying with Vital Energi if we had the choice.

Update: after chasing them three times to get a straight answer, they have confirmed that they have not ordered the part in the two weeks since the engineer visited and there is still no solution in sight.

Fantastic work as usual amazing person always helping with everything 10/10 wish I could rate higher.

I couldn’t be happier with the service I received from Daniel Wells at Vital Energi. He was incredibly helpful in resolving a persistent heating issue in our apartment. Not only did he fix the problem efficiently, but he also went the extra mile to create a user-friendly guide for the central heating controller. Daniel’s clear communication, his very evident technical know-how, and his friendly demeanour made the whole experience stress-free. I highly commend him for his professionalism and am ever grateful to him for solving a longtime heating concern my partner and I have had in the apartment.

Unhelpful, Inaccessible, and Difficult Company

My experience with Vital has been frustrating, stressful, and financially burdensome. As a long-time customer of various energy suppliers, I’ve never encountered issues like those I’ve had with this company. I have so far been charged for 7 months of heating at a flat I am not living in despite the new tennants and myself trying to resolve the issue.

To make matters worse, I am both dyslexic and neurodiverse, and I’ve generally found systems at major energy suppliers like Scottish Power, Octopus, and British Gas accessible and supportive. With Vital, however, the processes have been challenging and unaccommodating. Here’s what I’ve experienced:

Inaccessible Documentation: After notifying them in June that I was moving out (as I was relocating and now rent my flat out), they sent me a rude email demanding I complete a form as a PDF – a format I couldn’t edit or fill out. They stated they wouldn’t be liable for costs I incurred in the meantime, which felt dismissive and inaccessible.

Lack of Accommodation: When I asked if they could send the form in an editable format, they refused, citing reasons that didn’t make sense that the person could amend the form? A web-based form or similar accessible solution could have been a logical choice.

Communication Gaps: They later claimed they weren’t aware I had moved out, despite clear communication from my end. This has led to months of billing issues, with no resolution.

Tone and Responsiveness: The tone of their emails has been consistently rude, placing the blame on me while I’ve now been paying for heating in a property I haven’t lived in for seven months. Attempts by the new tenants to resolve the issue were also dismissed.

Failed Solutions: Eventually, they offered to mail the form – which again was unhelpful, as I am currently outside the UK.

I’m genuinely concerned about how they handle accessibility issues for people with even more complex needs, especially the elderly as we move into winter. I hope Vital can reach out to assist me in resolving these issues and update their processes to better support customers in situations like mine.

All is best. Nothing to improve

The engineer who came Ozkan went above and beyond to fix the heating system . He was very thorough .
Polite and helpful. Had a lot of knowledge.

Our engineer Ozkan was helpful, informative and quick to identify the problem. He explained each stage of the solution and gave me tips to prevent the issue. 10/10

The calling center responded very quickly, and it was helpful and easy to make an appointment. Shout out to Conor; he is very professional and efficient at fixing my heating. Excellent experience today, highly recommended.

Company was very fast and solving the issue and friendly and helped and the man Daniel who came out was spot on polite and friendly man and done the job

The service from Daniel Wells was/is fantastic. Dan was efficient, reliable, polite and very helpful. He was empathetic to us having a baby in the flat and was always on time for each call out! Dan was happy to help in any way he could and explained things in a way we understood; he kept his work space tidy and cleaned up once the work was complete. We have nothing but good things to say about the service provided by Dan and he should be the measure of what good looks like!

We had informed our property manager just today morning and they were able to come for reviewing the system at the earliest slot itself.
Daniel provided helpful jnsoght on the working of the system and was happy to answer any further queries we had on the matter.

Very nice service，heaters at our home was good but we couldn't turn on the heater because we didn't understand how，however，we still get a full check service ，Clayton kindly taught us how to use the heater properly，he is very patient and responsible，it was a nice service experience.

Sean Robinson was the engineer who did the magic in few minutes. Thank you for the great service.