Review Time
I am extremely disappointed with the administration charges applied to my account. The level of admin fees does not seem logical or justified, especially when compared to my actual energy usage. The fixed charges are significantly higher than the cost of the electricity I used, which does not feel fair or transparent.
In addition, the customer service experience has been poor. I have called multiple times to request a refund and provided all the required details during the calls. Despite this, I was later asked to send further evidence again, which I had already explained over the phone. This has caused unnecessary delays and frustration
I regret my purchase. I would strongly recommend against buying an HIU from this service. They failed to provide complete information about their product at the time of purchase. Moreover, my attempts to reach out to them have gone unanswered. When they do pick up the phone, they promise to get back to you, but that never happens. This is one of the worst experiences I've ever had, and I truly wish I had not bought an HIU from them.
I have not received any updates from the Resolution team since their acknowledgment email sent on December 4th, following my last review. They mentioned they would reach out regarding my complaint, but after following up in mid-December, I was also ignored. I would still like my requests addressed. I was instructed to email for further assistance, but there has been no follow-up since then, related to my prior review on December 1st.
The technician was highly skilled and personable, quickly diagnosing the problem and providing clear explanations. What impressed me the most was that he resolved the issue during his initial visit, which saved both time and hassle. The service was efficient, professional, and hassle-free. I’m very satisfied with the experience and would strongly recommend him to anyone in need of dependable and expert assistance.
We've recently faced significant issues with our hot water supply, which escalated when we experienced several days without hot water. The standard service we received was not sufficient. However, an emergency engineer came to our rescue late at night. He was very polite and dedicated over an hour to diagnose the issue and implemented a temporary solution to restore our hot water until permanent repairs can be made. We are truly grateful for his assistance.
I want to express my gratitude to the customer advisor I spoke with. She was incredibly helpful and patient during the entire conversation. Her demeanor and attentiveness while I shared my concerns were truly commendable. The way she responded and took action to resolve my issue showcased the company's dedication to its clients. Overall, the experience was positive, and I am very thankful for the service and the prompt resolution.
I was expecting a contractor to arrive, but when he didn't show up, I called and learned my appointment had been cancelled without any explanation. The main issue with this company is their poor communication. If they needed to cancel, they should have informed me. Emails go unanswered, and if you call during certain hours, no one picks up. At other times, you end up waiting on hold for a long time. The hot water system fails every year, and they refuse to provide a refund.
This energy provider is the worst I've encountered. After living in my property for 11 years with no heating issues, the local authority outsourced my heating to them in Summer 2025. Since then, I've faced numerous problems, including lost top-up payments and heating and hot water being cut off due to their faulty equipment. My balance has inexplicably shifted from £40 credit to a £300 deficit overnight because of their malfunctioning device.
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Switch2 Energy is a leading provider of smart and sustainable heat network solutions. Our end to end services include metering and billing, operation and maintenance, design and build and customer services to 500 heat networks and 80,000 customers across the UK.
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