Together Energy reviews – what do their customers say?

papernest disclaims that they are in partnership with Together energy

Papernest disclaims that they are in partnership with Together Energy

Together Energy is one of the UK’s smaller gas and electricity suppliers. It serves around 150,000 customers across the country, with more households switching to the supplier every year. Although reviews for Together Energy were generally positive when the company launched back in 2016, they’ve gone steadily downhill. If you’re considering a move to the supplier, taking a look at these reviews, and finding out what their customers really think of them, will help you make up your mind.
Last update: February 2021

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.

together energy reviews

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:

Region Eastern East Midlands London Midlands Northern NORWEB Scottish Hydro Scottish Power SEEBOARD Southern SWALEC SWEB Yorkshire
Elec Standing Charge (p/day) 25.368 23.611 24.721 24.411 24.965 26.420 24.005 28.298 25.408 25.113 23.455 25.064 25.720 26.320
Elec Unit Rate (p/KWh) 14.714 14.382 14.292 15.213 14.522 14.314 14.487 15.178 14.491 15.039 14.746 14.994 15.312 14.120
Gas Standing Charge (p/day) 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348 20.348
Gas Unit Rate (p/KWh) 2.604 2.585 2.870 2.918 2.711 2.675 2.751 2.689 2.688 2.839 2.871 2.761 2.939 2.684
E7 Standing Charge (p/day) 25.368 23.611 24.721 24.411 24.965 26.420 24.005 28.298 25.408 25.113 23.455 25.064 25.720 26.320
E7 Day Unit Rate (p/KWh) 14.994 14.338 14.627 15.438 14.418 14.426 14.617 15.410 14.811 15.327 14.654 14.952 15.262 14.105
E7 Night Unit Rate (p/KWh) 10.504 11.152 10.307 11.711 11.388 11.329 11.013 12.540 11.622 10.839 10.780 11.791 11.752 11.409
Fixed / Variable Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed
Fixed Period – Months 12 12 12 12 12 12 12 12 12 12 12 12 12 12
Exit Fee(s) per fuel £30 £30 £30 £30 £30 £30 £30 £30 £30 £30 £30 £30 £30 £30

25-month fixed rate tariff:

Region Eastern East Midlands London MANWEB Midlands Northern NORWEB Scottish Hydro Scottish Power SEEBOARD Southern SWALEC SWEB Yorkshire
Elec Standing Charge (p/day) 26.002 24.147 25.360 24.927 25.533 26.898 24.510 29.232 26.170 25.685 24.023 25.726 26.424 26.746
Elec Unit Rate (p/KWh) 15.218 14.888 14.626 15.780 15.079 14.753 15.004 15.527 14.889 15.452 15.227 15.490 15.836 14.591
Gas Standing Charge (p/day) 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827 20.827
Gas Unit Rate (p/KWh) 2.837 2.819 3.112 3.161 2.950 2.910 2.988 2.922 2.921 3.080 3.112 3.000 3.184 2.919
E7 Standing Charge (p/day) 26.002 24.147 25.360 24.927 25.533 26.898 24.510 29.232 26.170 25.685 24.023 25.726 26.424 26.746
E7 Day Unit Rate (p/KWh) 15.470 14.844 14.895 16.015 14.995 14.874 15.118 15.778 15.213 15.684 15.154 15.496 15.821 14.569
E7 Night Unit Rate (p/KWh) 10.891 11.584 10.682 12.053 11.820 11.683 11.414 12.820 11.948 11.182 11.360 12.215 12.183 11.825
Fixed / Variable Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed
Fixed Period – Months 25 25 25 25 25 25 25 25 25 25 25 25 25 25
Exit Fee(s) per fuel £40 £40 £40 £40 £40 £40 £40 £40 £40 £40 £40 £40 £40 £40

36-month fixed rate tariff:

Region Eastern East Midlands London MANWEB Midlands Northern NORWEB Scottish Hydro Scottish Power SEEBOARD Southern SWALEC SWEB Yorkshire
Elec Standing Charge (p/day) 27.369 25.390 26.699 26.197 26.851 28.244 25.758 30.865 27.594 27.012 25.272 27.090 27.837 28.065
Elec Unit Rate (p/KWh) 16.098 15.744 15.438 16.688 15.955 15.586 15.870 16.378 15.724 16.328 16.100 16.367 16.744 15.428
Gas Standing Charge (p/day) 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896 21.896
Gas Unit Rate (p/KWh) 2.805 2.798 3.076 3.118 2.931 2.871 2.952 2.866 2.865 3.054 3.076 2.974 3.160 2.880
E7 Standing Charge (p/day) 27.369 25.390 26.699 26.197 26.851 28.244 25.758 30.865 27.594 27.012 25.272 27.090 27.837 28.065
E7 Day Unit Rate (p/KWh) 16.306 15.652 15.662 16.894 15.825 15.674 15.944 16.615 16.029 16.507 15.977 16.339 16.682 15.360
E7 Night Unit Rate (p/KWh) 11.462 12.196 11.241 12.670 12.444 12.284 12.013 13.460 12.557 11.757 11.994 12.853 12.823 12.446
Fixed / Variable Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed
Fixed Period – Months 36 36 36 36 36 36 36 36 36 36 36 36 36 36
Exit Fee(s) per fuel £50 £50 £50 £50 £50 £50 £50 £50 £50 £50 £50 £50 £50 £50

Standard variable tariff:

Region Eastern East Midlands London MANWEB Midlands Northern NORWEB Scottish Hydro Scottish Power SEEBOARD Southern SWALEC SWEB Yorkshire
Elec Standing Charge (p/day) 23.304 21.793 22.561 21.545 23.165 25.211 22.375 25.234 22.771 23.302 21.959 22.847 23.390 25.331
Elec Unit Rate (p/KWh) 16.292 15.889 16.100 17.605 16.012 15.848 15.982 16.678 16.100 16.775 16.054 16.564 16.870 15.691
Gas Standing Charge (p/day) 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817 24.817
Gas Unit Rate (p/KWh) 2.776 2.719 2.940 2.850 2.812 2.761 2.836 2.856 2.855 2.927 2.959 2.801 2.931 2.748
E7 Standing Charge (p/day) 23.378 21.862 22.633 21.616 23.238 25.288 22.445 25.316 22.845 23.375 22.028 22.920 23.465 25.408
E7 Day Unit Rate (p/KWh) 17.123 16.211 16.903 18.105 16.256 16.220 16.515 17.020 16.609 17.632 16.722 16.789 17.251 15.971
E7 Night Unit Rate (p/KWh) 11.808 12.496 11.693 13.634 12.754 12.638 12.312 13.785 12.935 12.276 12.113 13.144 13.168 12.835
Fixed / Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable Variable
Fixed Period – Months N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A
Exit Fee(s) per fuel £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0 £0

Pros and cons of Together Energy

  • Low-cost 25 and 36-month contracts
  • Invests in its local community
  • Economy 7 options available


  • High number of complaints
  • Poor bill accuracy
  • Poor online reviews
  • Only 8.9% of its electricity comes from renewable sources


together energy reviews

What do Together Energy customers say about them?

Prior to 2019, reviews for Together Energy weren’t too bad. However, at the beginning of 2019, Together Energy was handed an additional 36,000 customers by Ofgem when rival energy company OneSelect went bust. This meant that the number of homes served by Together Energy more than doubled overnight.
Together Energy seems to be struggling to cope with the influx of these new customers and complaints to Ofgem about the supplier increased significantly. The supplier currently has a TrustPilot rating of just 2.5, this puts it 47th out of 48 in the review site’s ‘gas’ category. It’s also rated ‘poor’ or ‘bad’ by a significant 62% of reviewers.
Among Together Energy reviews posted on impartial sites are:
“Together energy. I was with them 2 years ago. My account was in credit when I left to move to another supplier. It took me 6 months of me ringing them to get my money back. They are now saying I owe them money and have passed my “debt” onto a dept collector who keeps hassling me.”
“I am no longer with them but were a customer for about 2 years but I have always found their customer service very good.”
“Over the 18 months we’ve been with them […] not one bill is accurate and all I was told when I contacted them was that it was difficult to tell whether the account was correct as a lot of times estimates were used!”

Does Together Energy listen to its customers

Together Energy says that, instead of asking members of staff to read from a script, it encourages them to really listen to their customers and ‘do what’s right’. In many cases, this approach pays off. However, with a large number of Together Energy reviews specifically mentioning poor customer service, it looks like the company still has a way to go before its customers feel truly listened to.

Together Energy in the news

The main news stories relating to Together Energy in the last few years have mostly revolved around the number of complaints made about the company. A number of news outlets reported on Together Energy’s takeover of OneSelect’s customers and on the resulting surge in complaints and customer service issues.
More recently, Together Energy has been in the news because of its acquisition of Bristol Energy’s customer base. In 2020, the supplier bought Bristol Energy’s customers for £14m. The supplier had been for sale since June 2020.

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Written by Baylee

Updated on 24 Feb, 2021