homebox.co.uk

My experience with Home Box has been extremely poor. The main issue was a serious lack of transpare

My experience with Home Box has been extremely poor.

The main issue was a serious lack of transparency. When I signed up, it was not made clear which services I was being enrolled into. The portal did not properly distinguish between different utilities, and there was no clear breakdown showing what I was agreeing to, what I was being charged for, or how those charges were calculated.

I later discovered I had apparently been signed up for hot water, electricity and water, despite not understanding that this was the case. As a result, I ended up paying Home Box while also paying British Gas and SES Water separately. In effect, I was paying twice.

What made this worse was the lack of communication. I struggled to get clear answers and only began receiving meaningful responses after making formal complaints. Until then, the communication was poor, slow, and unhelpful.

I also found the tone of some responses intimidating rather than constructive. When a customer is simply trying to establish what they have signed up to, what they owe, and why, they should be met with clarity and professionalism.

There were also other unresolved issues, including confusion over meter readings, which continue to be unresolved.

To Home Box’s credit, they have now agreed to refund certain charges and limit my account to the hot water service only, which is what I wanted in the first place. But that does not change how stressful and unsatisfactory the process has been.

Moving home is stressful enough without having to unravel unclear utility arrangements and chase basic answers. Based on my experience, I would strongly advise others to check very carefully what they are being signed up to, what meter readings are being used, and exactly what charges they are agreeing to pay.

One star, given they did eventually take action.

Date of experience: Mar 31, 2026