Good Energy Avis 

Extremely helpful member of staff over the phone, not a long wait, thank you.

Really prompt and helpful service by Claire vis email. Sensible solution to my problem.

I have solar panels which were installed by a local company which Good Energy bought and is in the process of eviscerating. Communicating with them is impossible and customer service seems non responsive

The phone was answered promptly, Darren listened to me carefully and helped with everything that I asked for.

Good Energy are really easy to deal with, you get the feeling you are communicating with a real human being who genuinely tries to help. Thank you, Donna M!

Three years ago we had 13 solar panels fitted by Empower. The service we received was faultless from beginning to end. We were kept informed at all times and on the day of installation things could not have gone smoother. Lead by a Ukrainian man the team even went so far as to brush the moss off our roof where the solar panels were going to be positioned. Some months ago we started to think about having a battery attached to our solar panels. Our initial point of contact was Empower only to be informed that they had been taken over by Good Energy. We emailed Good Energy and had a reply which I will paraphrase "we are busy, we are moving office, we will get back to you." We waited, days turned into weeks, still no response. Finally we telephoned the Ringwood office asking to speak to Jonny or Rob our previous contacts from Empower. Jonny had left but Rob had transferred. We were put through to Rob who remembered our solar installation, couldn't understand why our email had gone unanswered, he offered to come out that afternoon which suited us. During this visit more time was spent discussing the possible placement of an EV charger than confirming placement of where the battery would be situated and the need to do any pre-installation work. An external gas pipe runs around the wall where it was suggested our battery and the gateway would be positioned. We had quotes from Rob for two different batteries finally deciding on a Sigen Star and an EV charger. We were told that no precise time period could be given for installation as it depended on how quickly we were approved for having a battery installed at our property. We received notification that our application to have a battery installed was being processed and we paid a deposit. Several weeks passed during which time we purchased an EV which came with free installation of a charging unit. We emailed Good Energy asking for the cost of the EV charger to be removed from our quote and for a revised invoice. Again we waited, a week went by, still no response. What was more annoying during this wait was we had received emails from OHME the company installing the EV charger to which we couldn't respond as we had not heard back from Good Energy. Finally, as we had received and not replied to several emails from OHME we emailed Good Energy's head office. We then spoke to a lady who promised a phone call back with 15 minutes, we did receive this phone call. However its content was to inform us that at that moment she did not have a response for us but our complaint had been escalated to Management. The following morning we heard back again from Elena and within a few days we had a new invoice not showing the EV charger and answers to a couple of questions. Then we received a date for installation. Our battery was installed today in blistering heat by Dan, Alex and Charlie. Before we go any further we want to state how hard these 3 men worked, how courteous and understanding they were, and how unnecessarily complicated certain aspects of their installation work was made through insufficient pre-installation advice of works/equipment required and it has to be said a lack of a thorough installation plan from the Ringwood office. Following Alex, Dan and Charlie's arrival the first 90 minutes was lost trying to establish just where the battery could best located - the external gas pipe was a major problem - the need to reduce a large shrub by half to allow work to take place, the moving of a log store and its contents, finally we were asked if we had any paving slabs as the battery had to be situated on a solid surface (the area is covered in chipping.) We are in our 70s and we were concerned to support the fitters as much as we could. It must be said though that had a thorough plan been prepared, a list given to us of the work needed in the area where the battery was going to be positioned, the need for paving slabs to provide a hard surface for the battery, we could have spent the days prior to installation getting the area ready. In temperatures over 30 degrees c we struggled to support the fitters whose role does not include cutting back large shrubs etc. Throughout this process we have missed Jonny as our point of contact. At the end of the installation we asked our fitters how much an additional battery, should we decide in the future to add to our existing unit would cost bearing in mind all the connecting work has been done. The fitters had no idea. Good Energy you have missed a sales opportunity. In summary there appears to be a lack of communication between the sales/survey team and the installation team, the pre-installation information provided to customers especially where landscaping is required and going forward the possibility of additional sales. We have missed the professional care we received from Empower.
We missed out!!

Joel was kind, friendly and extremely helpful. A pleasure speaking with him and got my issue resolved in one phone conversation

Short wait to talk to an advisor. Addressed issue of a large credit balance without any fuss.

I've been using Good Energy for several years and have always found their service reliable and easy to use. As a landlord, I really appreciate how straightforward it is to transfer energy accounts between tenants, making the changeover process seamless and hassle-free. Their customer service is also excellent. In particular, Ioana, who I chatted with today, was friendly, knowledgeable, and incredibly helpful, resolving my query quickly and making the whole process effortless. Highly recommended.

After months of going back and forth between two energy companies, Alyssia has finally come through for me. Alyssia has been very patient with all my dealings and she is an asset to Good Energy. !!!THANK YOU!!!

Very quick response and dealt with everything I wanted

Contacted good energy regarding faulty fit meter. Spoke to Darren who answered all my questions and advised how to change and what information would be required.
Made the whole process easy and kept in contact to ensure I was kept updated on progress. Credit to good energy.

Good Energy have always replied quickly and super-competently to any enquiry (online, on the telephone, and by letter) that I have made over the many years that I and my wife have been with them.

To get a reply to a phone call from an actual person , without a lot of automated guff beforehand is one of the things GE does very well.

Their statements are very clear, - unlike the unfathomable ones from OVO that I endured for a few months; even a super intelligent friend of mine was never able to comprehend their statements! (needless to say he is now with GE).

I wanted to use an ethical, green energy supplier so changed my electricity supplier first and found Good Energy very efficient. I then changed gas supplier and all was equally fine. I’ve had no glitches in my many years of using Good Energy and would definitely recommend them.

What has made my experience great is how responsive, organised and clear good energy are. I’ve found this every time I’ve dealt with them - but especially today Sonu helping me find a certificate I needed from over ten years ago! I’ve moved all my energy to them because their company ethics and response to me in working with them for my solar energy has been so exceptional. Can’t recommend enough.

We purchased our current home with solar panels fitted and decided to sell back any unused power we had generated. Good Energy and in particular Rachel C were excellent throughout and very patient too! All in all a very positive experience with this company.

Clear and sound advice over the phone. Knowledgeable and friendly. I will always support a company that supports renewable energy.

I am a new customer but at the moment all is good and thank you for your help Rachel C .

The agent was helpful, clear and honest. They answered all my questions and had an excellent patient manner.