Together Energy Reviews: How good is their customer service?

Together Energy claims that its 2 and 3-year fixed deals are the cheapest in the UK. It also promises to provide customers with clear, easy to understand bills and a high level of customer service.

Who is Together Energy?

Founded in 2016, Together Energy originally only served customers in Scotland. In 2017, the company expanded its operations and is now available to energy customers across the country.
Based in Dunbartonshire, Together Energy says it hires 90% of its staff from Scotland’s poorest 10% of postcodes. The company believes that hiring staff from more deprived areas allows Together Energy to better understand the challenges involved in managing household finances. The company claims to have a caring approach and to put affordability at the heart of its culture.
Together Energy offers a choice of 12, 25 and 36-month fixed tariffs as well as a standard variable deal. Together Energy offers Economy 7 tariffs.

Is Together Energy’s customer service any good?

On its website and in its promotional materials, Together Energy places a significant emphasis on customer service. However, reviews for Together Energy are generally fairly critical. In a recent customer satisfaction survey, Together Energy came 35th out of 35, scoring an average of just two out of five stars for services across the board.

Bill accuracy

Some of the main complaints from customers related to billing. A lot of households supplied by Together Energy seemed to feel that their bills were less than accurate, even when regular meter readings were provided. This isn’t a great result for a company that’s supposed to pride itself on low-cost tariffs and affordability.

Issue resolution

More often than not, customers get in touch with their energy provider in order to resolve an issue. Whether they’re trying to rectify an incorrect bill, change their account details or switch tariffs, customers need to know that their issue will be dealt with, and resolved, quickly and efficiently.
Unfortunately, this seems to be another area where Together Energy falls short. One online review for the company read:
“They ignore emails and when one speaks to them on the phone they don’t do what they say they will.”

Another said:
I have had ongoing issues for six months that are still not resolved. Most of the times I’ve called I’ve been told I would be called back within an hour and I’ve never once received a call back. Issues with them have caused unnecessary stress.”
According to Ofgem’s complaints data, issue resolution at Together Energy has got significantly worse since the start of 2019. Between January and March 2019, the company resolved 23% of complaints the same or next working day. However, between April and June of that year, just 4% of complaints were resolved within 48 hours.
Complaints data shows that Together Energy is one of the most complained about small suppliers. Between January and March 2019, the supplier received 192 complaints per 10,000 customers. That’s compared to just 6 for So Energy, another smaller energy company. Between July and September 2019, things were even worse with a whopping 396 complaints per 10,000 customers.

Response time

A company’s response time represents how long it takes for that company to pick up the phone or answer an email when you try to get in touch. According to recent data, Together Energy takes around five minutes to answer calls. While this may not sound too bad, a lot of energy companies managed to pick up the phone a lot quicker, with the best able to answer calls in less than 20 seconds.
When it comes to email response times, Together Energy is around average. In general, it will take about a day to get a reply. This means emailing is a good option if your query isn’t urgent.

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Affordability

As Together Energy bills itself as a low cost energy provider, it’s important to consider the affordability of the company’s tariffs when looking at Together Energy reviews.
A lot of the company’s customers seem to feel like they’re being overcharged by the supplier. Inaccurate bills mean that a lot of households supplied by Together Energy aren’t paying the right amount. This can make their tariffs a lot less affordable.
What’s more, the longest Together Energy fixed rate deals have an exit fee of £50 per fuel. This means you’ll be left £100 out of pocket if you’re a dual fuel customer leaving their contract early.
The tables below show the unit prices and standing charges of Together Energy tariffs by region:

Twelve-month fixed rate tariff:

25-month fixed rate tariff: