Entice Energy Reviews – What Do Their Customers Say?

Entice Energy‘s tagline ‘Smaller Supplier, Bigger Savings’ show how proud they are of their Mansfield roots, with a big focus on providing great ‘energy free’ customer service, easy processes and simple tariffs that lead to big savings for their customers.

What are the pros and cons of choosing Entice Energy as your energy supplier?

While they definitely lead the way among smaller UK energy providers in some aspects, there are still pros and cons of switching your energy across to Entice Energy.

The pros of Entice Energy are:

• Quick customer service response time
• All online servicing, with good account management functionality and a website that’s simple and easy to navigate for customers
• Dedicated account managers, whose time you can book out for a call about your account
• Competitive pricing and tariffs
• The option to pick a gas-only supply – many other UK energy suppliers don’t offer this.

And some of their weaker points are:

• Lack of smart meters – any customers who switch with a smart meter already installed will lose functionality and will have to revert to supplying manual readings
• They don’t appear to use renewable energy sources in their fuel
• They don’t supply or support prepayment meters
• Only a handful of tariff options.

What’s Entice Energy’s customer score?

As one of the smaller UK energy providers, Entice Energy (so far) don’t have a customer score from the annual Which? Energy Survey. However, read on to read Entice Energy’s customer reviews and feedback so far.

What do customers say about them?

So far, Entice Energy only have around 100 reviews on their TrustPilot, far beneath that of industry giants such as British Gas and E.ON. However, of their reviews, they currently have 87% Excellent, 5% Great, <1% Average, <1% Poor and 6% Bad – giving them an overall average of 4.4 stars – or an ‘Excellent’.

On their Google listing, of fourteen reviews the have earned a 3 out of 5 star rating, with some customers saying they’re satisfied with the billing and great customer service.

Of the positive reviews of Entice Energy, customers say…

• Polite customer service team
• Phones answered very quickly
• Cost effective fuel tariffs.

And in the negative reviews, customers speak about…

• Issues with real payments being higher than quoted amounts
• Exit fees of £25-£30 reported per tariff
• A couple of issues getting through to a human, or phone lines cutting off when waiting.

Do they listen to their customers?

There’s no better example of a company listening to their customers than the Managing Director replying to their reviews.

On TrustPilot, of their over 100 reviews, David the Managing Director of Entice Energy has personally responded to around half of them since March 2017. He’s responded to 100% of his negative reviews and has even offered publicly on TrustPilot in response to some of their poorer reviews to personally investigate any issues that customers are having.

Entice Energy customer service

One of the main things that Entice Energy pride themselves on is their ‘energy free’ customer service,

Entice Energy has a few customer service options, with one very innovative one which we’ll come on to! Their call centre is open Monday to Thursday from 9 am to 5 pm, and on Fridays between 9 am and 4 pm.

Entice Energy customer services contact

As a customer of Entice Energy, you can get in touch with them in the following ways:

• Call Entice Energy customer services on 0330 403 0040
• Send an email to help@enticeenergy.com
• Book an appointment with your account manager at a time that suits you, and they’ll call you back.

The other option for Entice Energy customers is to send them a message using their website, where they usually get back to their customers on the same working day.

Entice Energy response time

While there is no official or independent data on Entice Energy’s customer service response times, their website claims that all of their customer call centre calls are answered by UK account managers in less than 20 seconds.

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Have they won awards for their customer service?

No, as yet, Entice Energy have not won awards for their customer service. However, with their innovative booking calendar – where customers can book calls at specific times with their account managers – and their 20-second call-answering capabilities, this may change in the near future!

Entice Energy complaints and issue resolution

For customers with complaints or issues with their Entice Energy fuel supply, they encourage you to get in touch in any of the following ways:

• Call Entice Energy customer services on 0330 403 0040
• Send an email to help@enticeenergy.com
• Book an appointment with your account manager at a time that suits you, and they’ll call you back.

Entice Energy’s Issue resolution

Following a three-step process, Entice Energy’s approach to issue resolution is simple.

1. Get in touch
2. Escalate the complaint (if needed)
3. Escalate to the Energy Ombudsman (if still not resolved).

In the first step, Entice say that customers can get in touch by phone, message or email to raise a complaint, where they promise to resolve all customer issues by the end of the following working day.

If customers are unhappy with the resolution offered, they can escalate the complaint to a senior member of staff. If the problem was caused by Entice, they will offer an apology, explain why it happened and make a plan to resolve it.

After those two steps, if customers are still unhappy after 8 weeks they can contact the Energy Ombudsman to start a free and independent investigation. This option may result in remedial action or compensation if Entice is found to be at fault.

Entice Energy in the news

In early 2020, Ofgem issued a ‘Final Order’ to Entice Energy because they failed to become a DCC user by the deadline and were non-compliant. A DCC user is a business who is signed up with the Data Communications Company – the people that own the smart meter devices and data transmission.

In non-legal terms, they were set a target to become a DCC user by the deadline of 31 March 2020, and the final order stopped them taking on any new energy customers until this point. This was then resolved in June of 2020 – so we may see Entice Energy take a different standpoint on their lack of smart meter support and installations shortly as a result.

Read more:

• Entice Energy tariffs

FAQ

Is it easy to switch to Entice Energy?

Yes! With Switch-plan, you can start by giving us some easy information about you and your household, and we’ll compare prices for you and manage the rest on your behalf. To get started, give us a ring on 0330 818 6223.

Does Entice use renewable energy?

Entice Energy don’t yet have to supply their fuel mix legally as many larger energy suppliers do, nor do they currently publicise their fuel mix. However, of the companies that do use renewable energy, the majority of them shout about it! Due to Entice Energy’s low-cost fuel supply, we can assume that they’re not using renewable energy sources for now, and certainly not 100% renewable energy.

Does Entice Energy have good reviews?

With over 100 reviews on their Trustpilot page, 92% of their reviews have been marked as 4 out of 5 stars (Great) or 5 out of 5 stars (Excellent), with the other 8% made up of Average (<1%), Poor (<1%) and Bad (6%) reviews from customers. Overall, their rating is Excellent on Trustpilot.

Does Entice install smart meters for customers?

No, as of November 2020, Entice Energy doesn't install or support customer smart meters. For customers with smart meters who switch, unfortunately, you will have to go back to giving manual readings until Entice Energy are able to support the smart meter rollout plans.