Welcome Energy - Wallington

Jessie D.

Dealing with welcome energy has been nothing short of frustrating. The billing is completely random and there’s no consistency whatsoever. It feels like a guessing game every month and it is impossible to set up a direct debit.

Customer service is just as poor. It’s nearly impossible to get a straight answer and every time I’ve tried to resolve an issue, I’ve been passed around with no real resolution. It’s like they’re actively avoiding accountability.

The tariffs are confusing and seem to change without clear explanation. Worst of all, they constantly try to overcharge, whether it’s incorrect meter readings or unexplained fees, I’ve had to challenge multiple bills just to avoid being ripped off.

There’s no transparency, no consistency and no sign that they value their customers. I wouldn’t recommend welcome energy to anyone. Look elsewhere.

Katherine

So much inconsistency! I paid my bills whilst I had them as an energy supplier, then they stated I was in credit of £700 so got a refund, then 2 years after moving out they claimed that there was an outstanding charge of £669… get it together!

Martin S.

Terrible service, I am not getting my bills. The automated meter reading does not work. When I email, I get a email back saying action required.

If you can avoid this company I would advise you do so.

Maddie W.

Absolute scam.
I lived in a property that, unfortunately, had hot water supplied by Welcome Energy. The tariff was constantly changing, and the prices were ridiculous. On average, the bills amounted to £100 per month just for hot water. They never provided an explanation and would send bills randomly—sometimes after 8 months, despite numerous requests for consistency. There was no way to have consistent bills, which caused significant financial difficulties.

The major concern is that they are unregulated, meaning there’s nothing to stop them from increasing their prices at will. We’ve been in consistent communication with Ofgem due to the lack of regulation, and they are investigating the matter. Hopefully, it won’t be long before Welcome Energy can no longer continue this nonsense. It’s absolutely disgusting because, as tenants, we have no say in who provides the hot water.

Once, they informed us they were increasing their rates but stated they wouldn’t backdate our bills. Then, they changed their minds and decided they would backdate our bills which seemed extremely unfair and highlighted their complete incompetence.

Furthermore, trying to speak with anyone at Welcome Energy is virtually impossible, and paying a bill is unnecessarily complicated.

The fact that the building was supplied by Welcome Energy was one of the motivating factors for us to vacate the property. I would advise anyone to think twice before renting a property that is supplied by Welcome Energy.

Ben H.

Absolute con artists. Back billing by extortionate amounts. Useless to speak to. No regulation because of the way they operate. Horrendous. Zero stars.

Marta

Awful experience. They never pick up the
customer service phone. I have been receiving contradicting bills and info for over 2 years. They sent me 7 different bills in one day - one stating that they owed me 400 pounds, and another email stating I owed them 200 pounds. When I contacted them about it, their explanations and calculations didn’t make any sense. They have changed a tariff without any prior warning and “adjusted bills”. I haven’t heard from them and haven’t been receiving any regular bills for about 10 months, and then I was hit with 7 different (contradicting) bills in one day! Just extremely awful experience and I will be seeking some legal advice.

Sant A. S.

I had a very positive experience with Welcome Energy. Their customer service was impressive, responding to my utility bill issue promptly and resolving it within a day. The team was professional, polite, and attentive, making the process smooth and hassle-free.

Crystal T.

DO NOT use this company. They are incredibly shambolic. If your apartment uses them consider looking at another place with a better provider. They don’t keep up with the meter readings they are sent, tried to over charge us for a previous tenants bill which had nothing to do with us, and sneakily put it on our account like we wouldn’t notice a £1000 up charge. Like if you would bill people correctly this wouldn’t happen. They send bills whenever they want to and not every month using meter readings like a normal company does. I’m surprised that their staff are paid, despite them not knowing what they are doing AT ALL. They call you and when you dispute with them the staff member says they are the messenger and have been told to “chase debt”.