Green Star: What Customers Need To Know in 2021

Papernest disclaims that they are not in partnership with Green Star Energy

Papernest disclaims that they are not in partnership with Green Star Energy

The UK energy market may seem bewildering to those looking at it with fresh eyes. While there, is the familiarity of the “Big 6” energy suppliers, there is also a wealth of smaller independent suppliers. Both home grown and overseas suppliers seem to pop up and disappear within a few short years. As was the case with Green Star Energy. Part of the US and Canada-based Just Energy Group, Green Star established a presence in the UK in 2013. However, their British invasion was to be relatively short lived. After a series of very costly mistakes, the brand’s parent company was bought out in late 2019.
Last updated: March 2021

What happened to Green Star? Why did it shut down? And what happened to its UK energy customers after the buyout?

Who were Green Star?

Green Star were a green energy supplier that provided 100% renewable energy from a combination of wind and hydropower, offering 5 tariffs to UK energy consumers. With over one million UK customers, it was one of the biggest energy suppliers in the country outside of the “Big 6”.

Green Star Energy was part of the Just Energy Group which supplied both residential and commercial energy in the United States and Canada. This, in turn, was owned by The Hudson Group.

green star

Is Green Star still trading?

Unfortunately not. The supplier had been struggling for some time prior to its buyout in late 2019. An independent consumer survey in 2019 found that its customers rated it just 2 out of 5 stars in all of the following areas:

  • Bill accuracy
  • Bill clarity
  • Value for money
  • Complaints handling
  • Customer service
  • Digital tools

In fact, a total of 37% of its customers rated the supplier as either “poor” or “very poor”. Problems with customer service may have been exacerbated in early 2018 when Ofgem appointed Green Star to take on the customers of failed supplier Future Energy. When a smaller supplier takes on more customers than they have the infrastructure to manage, customer service typically suffers.

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The negative customer sentiment cannot have helped with the acquisition of new customers, inevitably creating cash flow problems. As such, when Green Star faced a number of fines from Ofgem across 2019 and 2020, it was on the brink of failure when it was bought for an undisclosed sum.

In July 2019, Green Star was forced by Ofgem to pay £350,000 in recompense for failing to update its records and issue welcome packs to 1,829 new tenants in rental properties. This meant that tenants were unaware of their energy tariffs, and were unable to access their energy accounts online or find cheaper tariffs.

Furthermore, in May 2020, the brand was forced to pay a further £750,000 to its customers and the Energy Industry Voluntary Redress Scheme.

What happened to Green Star?

When did Green Star cease trading?

While the Green Star website and customer portal are still active, as of October 2020 new customers cannot sign up to Green Star’s tariffs. Instead, customers are redirected to the webpage of the energy supplier who has bought out Hudson Energy Supply UK and all associated suppliers, the biggest of which was Green Star.

Who has taken over Green Star?

Shell Energy have now taken over all of Green Star Energy’s former customers. With a 100% renewable energy fuel mix (surprising given the brand’s background in oil), and a markedly better record for customer service, Shell Energy is a good fit for customers who might have initially been drawn to Green Star.

Green Star also assured customers that their energy supply, plan terms and customer benefits would all remain the same. Nonetheless, when fixed rate tariffs expire, customers may be unsure of whether or not they’ll get the best deal from their new supplier.

That’s where we come in.

How we can help

If you’re a former Green Star customer and have migrated to Shell Energy, you may not have been getting the best value energy plan for your household’s needs since October 2019.

But don’t worry. We’re here to help!

We can trawl through the market to find the best energy deal for home’s usage. What’s more, we’ll even manage your switch from end-to-end. So you can enjoy cheaper, 100% renewable energy on your own terms, completely hassle-free!

Would you like to know more about energy suppliers in the UK? Great! Check out these related articles

  1. British Gas
  2. Scottish Power
  3. Eon
  4. Octopus energy

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Written by Baylee

Updated on 31 Mar, 2021