Good Energy Reviews: What do the consumers think?

By Paul Collins

Journalist and digital marketing professional

Good Energy was the UK’s first 100% renewable-electricity provider when it launched in 1999. The company, which has around 250,000 customers across the country, sources its electricity from sources such as solar, wind and hydro power. For the past eight years, Good Energy has worked alongside the National Trust on various renewable projects too. While doing plenty for the environment, to gauge whether customers are happy, we’ll review some feedback given in 2021.

What tariffs does Good Energy offer?

As well as green electricity, Good Energy also supplies green gas (also known as biogas) - good news for those who are environmentally conscious and want to do their part to reduce carbon emissions and put in place steps to reverse climate change.

In this section, we’ll look at the rates and tariffs on offer at Good Energy. That way, you can decide whether you want to take the company into consideration when thinking about switching to a green supplier for your electricity.

Good Energy, which is based in Chippenham, Wiltshire, offers three types of tariff. The one you can choose will depend on your meter and your preferred payment method. All the tariffs are free to end - meaning there is no penalty for deciding to leave for another green energy supplier. The tariffs you can choose are:

• 2-year fixed rate tariff: A 24-month fixed rate tariff in which customers are guaranteed the unit rates and standing charges will not change over that period;
• Flexible or Variable tariff: With variable tariffs, your rates change based on the price fluctuations of the wholesale energy market. Watch out for these tariffs because as wholesale prices rises, such as in the autumn of 2021, you pay more for your electricity bills;
• Electric Vehicle Tariff: This tariff is available for owners of electric vehicles. It is a time-of-use tariff meaning that rates for the electricity used vary depending on the hour of the day you charge your car. You can choose between 5-hour and 7-hour time slots.

Good Energy customer reviews

One of the best ways to decide whether or not to switch to another energy provider is to get feedback from other customers. You will be able to assess all areas of the business, not just the energy supply and prices but also customer service and any dispute resolutions or how they react in case of an emergency.

As a starting point, from almost 5,000 reviews on Trustpilot, the company has a score of 4.5 / 5, which indicates a high level of satisfaction. Two-thirds of customers described Good Energy as ‘’excellent’ and another 14% said they were ‘great’. Only one in 10 of the reviews left described Good Energy as ‘bad’ - with the majority of those reviews highlighting two areas for improvement - customer service and billing simplicity.

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Here are just some of the comments recently received by Good Energy customers:

I switched to Good Energy 7 years ago. I was attracted by their ethos to move towards renewables and their strong values. I have never had a reason to regret it and wholeheartedly endorse them. Their service is of the highest quality, they communicate clearly and openly and keep me informed about new developments. They offer advice on energy saving.

Trustpilot

Does your energy provider actually answer the phone when you call them? If you have a problem with your account does your energy provider resolve it quickly? If you answered 'no' to either of these questions then do yourself a favour and switch to Good Energy.

Trustpilot

Good Energy is a great company. We swapped over to them about five years ago because they did not use fossil fuels. We have the security of an established company with the ethical peace of mind that they are using clean energy. The customer service is always efficient and the website is easy to navigate.

Trustpilot

Good energy customer reviews: What about negative feedback?

Just like any company, there are always areas for improvement, and in the comments section on Trustpilot, customers have highlighted these issues, as you can see below:

While I can only endorse their commitment to renewable energy, I have found their customer service very poor.

Trustpilot

Not unduly concerned about price: willing to pay a little more for "green" energy. Reasonable service when contacted by telephone (the need for which has not been very often). Disappointed that separate billing cycles and bills for gas and electricity, (at least being on-line no paper wasted).

Trustpilot

However, the company does take the time to respond to every comment, whether negative or positive, which is a good sign and shows Good Energy is keen to keep improving their services.

Is good energy more expensive?If you decide to become a Good Energy customer, you should be aware that it is slightly more expensive than other energy suppliers. The trade-off, however, is knowing that they provide 100% green electricity and are doing their best to create a more sustainable environment.

Does Good Energy have good customer service?

Focusing on the area of customer service, there is plenty of positive feedback about their experience on how Good Energy deals with issues that arise, whether they are to do with meter readings, bills or other matters.

I was having a problem regarding the smart meter which had been installed. I asked for a solution and received an excellent, clear, courteous explanation.

Trustpilot

Customer service is extremely important to me and Good Energy's is very good. Most companies respond quickly when it's a matter of taking your money but not when it's the other way round.

Trustpilot

Good Energy does not offer a live chat service on their website but there are numerous ways to contact them. As well as by phone, email, or writing by post, there are also ways to contact via the customer login area on the website and the mobile app.

Customer service is available on weekdays between 9am and 5pm, which is standard for most energy companies. On the website, there is a FAQs section where customers can resolve any doubts they may have.

In addition, Good Energy offers Priority Service support for people of pensionable age, disabled, have hearing or visual impairment, have a chronic illness, have children under the age of 5 or need temporary support, can get in touch and will all be treated as priority.

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Are Good Energy employees happy?

As a further way of assessing whether a company is a good or bad choice, how it treats its staff can be a good indicator. Feedback on the company review website, Glassdoor, suggests employees are happy at Good Energy, which has an average rating of 4.1 / 5.

Reviews given include the trust held in staff, flexible working, and educational opportunities for career progress.

Good energy trusts and empowers their employees to do the right thing to move the company forwards. This enables us to use the right tools for the problem and stay up to date with the latest technologies. There has been a large amount of positive changes in the last 2 years that has improved the entire development lifecycle, whether this be process improvements, the improvement of automated testing or using newer technologies. Development teams are granted dedicated training time and funding to continue to grow their career.

Glassdoor

Everyone has been so welcoming and supportive towards me since starting here. The company has great values and a friendly culture. There are also lots of development opportunities and many benefits available.

Glassdoor

How to contact Good Energy?

If you have decided to switch energy providers, you can find the contact details for Good Energy below.

Good Energy emergency contact numbersAre you already a Good Energy customer and have an emergency? Don’t worry! The company provides emergency numbers should you need to contact them.
If you’re experiencing a power cut, call 105

If you smell gas, call 0800 111 999