Review Time
This energy provider has been incredibly disappointing, showing ignorance and a confrontational attitude. They consistently fail to deliver the contracted services. The only solution seems to be escalating matters to the energy Ombudsman and allowing them to manage this unprofessional company. I've been without hot water or heating for several months now, and the ongoing problems with the heat pump remain unresolved.
East London Energy, a subsidiary of the Bring Energy group, whose one of the main shareholder is Swiss Life Asset Managers (did not know insurers were interested in "utility" companies), is supposed to provide hot water, individual heating, and collective heating for a specific part of London, E20 for instance.Unfortunately for the residents of this area, East London Energy has a complete monopoly and uses it to engage in a true organized racket. Residents are literally trapped and forced to pay astronomical sums compared to their actual consumption.When you contact the "customer service" of this honorable institution, you learn that more than half of the monthly amount actually includes fixed charges, imposed by the developer to supposedly cover operation and maintenance costs.I was delighted to learn that thanks to the £528/year in fixed charges I pay yearly (separate from my personal, real, or imaginary consumption), I don't have to pay anything in case of a failure of the heating systems or my hot water tank. Hallelujah! East London Energy and its sidekicks know how to be merciful with the victims they have already fleeced enough.What's incredible is the amount of the bills, even when the individual heating is not used. We were away for an entire month in July 2025, and yet we still had to pay these fixed charges, as well as a "phantom" consumption. Maybe the mice took some hot showers or hot baths? Not once since we have lived in East Village have we used our heating, but we are paying for it anyway—why hold back!We also noticed that the hallways in our building are a real sauna, regardless of the outdoor temperature. The cash cows must be milked all year long, even in a heatwave!This company and its accomplices are imposing abusive and unjustified charges to maximize their profit, taking advantage of a monopoly situation. Is this legal? Maybe not, and the company's shareholding structure should be reviewed to understand how these gentlemen are allowed to pick the pockets of E20 residents with complete impunity.A last word for Trustpilot. Thank you for giving us the opportunity to expose East London Energy's awful practices.With 74% of reviews giving 1 star, how come the overall score is 3.9 stars for East London Energy? I am curious about the way you calculate the ratings.
I just moved into a new property and registered with ELE as the energy provider. The agent on call, Gulshan, addressed all my registration queries related to billing, direct debit, payment schedules, joint ownership on a quick call and was well aware about all points to be addressed in the system. A one stop shop for all my queries and resolved in a single call instance is much appreciated and highly valued in terms of customer service. Thank you very much and would strongly recommend this service.
If there were no stars that's what I would have selected. A catalogue of failures from a company that has now contacted me twice, firstly to say they believed there was an issue with my HRU and would attend on a specific date which was a no-show. Then to make an appointment for today, again another no show. Then I called, had a 20-minute wait, only to be put through to someones voice mail. Not forgetting the debacle around payments this year, some months taking to due to an error on their system. How are you getting away with running such an awful service which sadly we are locked into with no opportunity to seek an alternative supplier other than moving. Please get a grip.
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