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  • FIRST POST
    • MSE Fraser
    • By MSE Fraser 7th Sep 15, 3:46 PM
    • 30Posts
    • 4Thanks
    MSE Fraser
    Add your feedback on energy supplier Robin Hood Energy
    • #1
    • 7th Sep 15, 3:46 PM
    Add your feedback on energy supplier Robin Hood Energy 7th Sep 15 at 3:46 PM
    This is a feedback thread on energy supplier

    Robin Hood Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
Page 2
    • glider3560
    • By glider3560 20th Mar 16, 11:06 AM
    • 3,195 Posts
    • 1,931 Thanks
    glider3560
    I'm a very low electricity user, only about £10.50 per month. All my cooking is gas, I'm at work all day and often away at weekends/evenings for work.

    When I switched to Robin Hood, they insisted on a minimum direct debit of £20 per month. I've now built up a credit balance of almost £50, so asked for a refund and lowering of the direct debit. Their response (from Customer Services) was to "please contact customer services". Erm, I thought that was what I had done!

    Anyway, rather than arguing with Robin Hood over this, I've decided to switch supplier (again). My new supplier is only £1 per month cheaper, but they've offered a direct debit of around £10 per month, so I won't end up with this credit balance building up.

    Additionally, I've not had a bill from Robin Hood since the start of February, despite providing two meter readings in this time. So much for monthly billing.

    • Haarlem
    • By Haarlem 20th Mar 16, 1:23 PM
    • 289 Posts
    • 154 Thanks
    Haarlem
    Meter Readings online
    Moved my electricity to them and fairly satisfied.

    I have been entering meter readings at the end of each month. However if the reading is not what they are expecting you cannot input, and have the hassle of a phone call.

    Anyone else have had this problem?
    • cifpower
    • By cifpower 20th Mar 16, 5:46 PM
    • 6,439 Posts
    • 4,082 Thanks
    cifpower
    Moved my electricity to them and fairly satisfied.

    I have been entering meter readings at the end of each month. However if the reading is not what they are expecting you cannot input, and have the hassle of a phone call.

    Anyone else have had this problem?
    Originally posted by Haarlem
    I had that issue for a while after moving but instead of calling them (why is that a hassle exactly?) I just e-mail them.


    • bubieyehyeh
    • By bubieyehyeh 20th Mar 16, 9:45 PM
    • 343 Posts
    • 95 Thanks
    bubieyehyeh
    I have been entering meter readings at the end of each month. However if the reading is not what they are expecting you cannot input, and have the hassle of a phone call.

    Anyone else have had this problem?
    Originally posted by Haarlem
    The website accept my initial reading, but would not take my next reading. I then used the automated phone system to give a reading, but this seems to have got lost, since they had no record of it when I rang up two weeks later to ask when my monthly bill was going to be ready.

    I'm not sure about RobinHood yet, but worried there systems are a little broken. They never requested an initial meter reading, but I gave them it on the date that stated as switch date.

    They assure me they have sent this initial reading to my old supplier, but 6 weeks after I switched, my old supplier sent me a email apologizing by not producing the final bill, saying they were still discussing with RobinHood.

    Also the one time I emailed them I never received a reply (after more than a month), so I had to ring them.
    Last edited by bubieyehyeh; 20-03-2016 at 9:48 PM.
    • generationZ
    • By generationZ 7th May 16, 8:44 AM
    • 1 Posts
    • 0 Thanks
    generationZ
    poor technology, not enough staff
    May 2016
    we switched 2 accounts to Robin Hood Energy from npower.
    1. Two accounts could not be switched in one go - there were two switches with about month or two in between. Robin Hood did not notify us that only one account could be switched.
    2. if you are changing the name of the account holder - different people withing the organisation will tell you different things on what you need to do: in the end we had to send a letter by post, and then another form (I just emailed it). It took a month to change the details (they were not responding to emails, could not find my email with the form). When this was sorted (had to call them) my account online shows just blank pages - so, no online account management is available. It seems their systems cannot cope with it, or there is no IT staff to fix it.

    Basically, they do not have enough people to run it.
    And their technology is very poor, or they just don't know how to use
    If they will not manage to fix it within a month - I will switch to another provider.

    September 2016 - Update
    the online access was fixed by re-registering an account online.
    Have been with Robin Hood energy for over half a year now. Overall - disappointed. There is one customer services lady that is very argumentative (Saima), the IT systems are unreliable, business processes are not thought through and not developed, you can spend hours queueing on the phone listening to the music (not enough staff?)

    Overall: NOT RECOMMENDED
    Last edited by generationZ; 07-09-2016 at 10:55 AM. Reason: to add an update
    • gilbert and sullivan
    • By gilbert and sullivan 7th May 16, 2:45 PM
    • 3,162 Posts
    • 2,140 Thanks
    gilbert and sullivan
    4 months in and all running well, they send me email asking for meter reading at month end, i send readings online, bill arrives online a few days later, money debited about 3 weeks later.

    Bills refreshingly easy to read, website easy enough even for a technophobe.

    All OK by me.
    • LeeUK
    • By LeeUK 18th May 16, 2:27 PM
    • 5,442 Posts
    • 2,534 Thanks
    LeeUK
    I applied to switch to them a couple of weeks ago and my switch date is 21st May.

    I had an email on Monday asking me to submit a meter reading, logged into my account on their website but the submit meter reading always comes up with an error "oops something went wrong try again later..." something along those lines. It's still doing it now 2 days later.

    I emailed the reading instead but haven't had confirmation that they have processed it yet either.

    What a shambles.
    • bubieyehyeh
    • By bubieyehyeh 18th May 16, 8:33 PM
    • 343 Posts
    • 95 Thanks
    bubieyehyeh
    I had an email on Monday asking me to submit a meter reading, logged into my account on their website but the submit meter reading always comes up with an error "oops something went wrong try again later..." something along those lines. It's still doing it now 2 days later.

    I emailed the reading instead but haven't had confirmation that they have processed it yet either.

    What a shambles.
    Originally posted by LeeUK
    They seem to be a little technology challenged. I never got a reply on the one time I emailed them. The automated phone meter reading didn't work either. However found them quiet good at resolving when I spoke to a human. I had initial problem with online meter readings, but after that I've been able to enter them from the website and it they have been flawless.
    Last edited by bubieyehyeh; 18-05-2016 at 8:36 PM.
    • LeeUK
    • By LeeUK 18th May 16, 9:36 PM
    • 5,442 Posts
    • 2,534 Thanks
    LeeUK
    They seem to be a little technology challenged. I never got a reply on the one time I emailed them. The automated phone meter reading didn't work either. However found them quiet good at resolving when I spoke to a human. I had initial problem with online meter readings, but after that I've been able to enter them from the website and it they have been flawless.
    Originally posted by bubieyehyeh
    So submitting meter readings online works for some customers but not others? Technology challenged indeed!
    • bubieyehyeh
    • By bubieyehyeh 19th May 16, 9:53 PM
    • 343 Posts
    • 95 Thanks
    bubieyehyeh
    So submitting meter readings online works for some customers but not others? Technology challenged indeed!
    Originally posted by LeeUK
    Online reading has been fine for me since I got a human to manually enter the first reading after switching. Someone else said they had the same issue.

    My guess was it was because my first months usage was less than the average monthly usage I gave when I started, and the meter reading was outside the expected range, so the online system rejected it.
    • Energyuser
    • By Energyuser 16th Jul 16, 12:06 PM
    • 1 Posts
    • 1 Thanks
    Energyuser
    Was looking to switch
    I am a member it the MSE ENERGY CLUB and was looking for a switch. Tried Robin Hood and was told the Nottingham v4 online was for Nottingham Inner City ONLY! Tried to offer me a different tariff but cheaper available. Therefore didn't bother!
    • lagib
    • By lagib 18th Jul 16, 4:36 PM
    • 18 Posts
    • 10 Thanks
    lagib
    Mse 'Cheap energy club' recommended 'Robin Hood Energy Nottingham V4 online' as the cheapest supplier of gas/el for my usage. Unfortunately, Mse omits to say it is only available to people living in Nottingham which is of no use to me as I live in Northamptonshire. I only found this out when I rang 'RHEN' who explained that they are trying to get their act together with Mse and need to insert a filter (presumably filters out any other than Nottingham dwellers if a quote is being sought). All very frustrating as it took up a considerable amount of my time to no avail.
    • LeeUK
    • By LeeUK 22nd Aug 16, 9:19 PM
    • 5,442 Posts
    • 2,534 Thanks
    LeeUK
    I've been on Robin Hood Energy Prime v3 a few months now for electric and I get monthly bills emailed which I pay manually.

    Only gripe I'm finding (apart from their woeful website that often breaks) is I get an email a week or so before the bill is issued asking me to submit a meter reading. I then submit a reading but when the bill is eventually issued a few days later, they include my reading but clag on an estimated reading too.

    What is the point in submitting accurate readings every month if they are going to bill me using an estimate regardless!
    • glider3560
    • By glider3560 23rd Aug 16, 6:57 AM
    • 3,195 Posts
    • 1,931 Thanks
    glider3560
    I've been on Robin Hood Energy Prime v3 a few months now for electric and I get monthly bills emailed which I pay manually.

    Only gripe I'm finding (apart from their woeful website that often breaks) is I get an email a week or so before the bill is issued asking me to submit a meter reading. I then submit a reading but when the bill is eventually issued a few days later, they include my reading but clag on an estimated reading too.

    What is the point in submitting accurate readings every month if they are going to bill me using an estimate regardless!
    Originally posted by LeeUK
    I found exactly the same. My new supplier (Bristol Energy) also does the same. In fact, it looks as though the same person wrote the software for both companies.

    • bubieyehyeh
    • By bubieyehyeh 23rd Aug 16, 10:24 PM
    • 343 Posts
    • 95 Thanks
    bubieyehyeh
    Only gripe I'm finding (apart from their woeful website that often breaks) is I get an email a week or so before the bill is issued asking me to submit a meter reading. I then submit a reading but when the bill is eventually issued a few days later, they include my reading but clag on an estimated reading too.
    Originally posted by LeeUK
    I found mine always bills on the same date each month about a week after they ask for reading, so I sent a 2nd reading on that date and then have no estimate on the bill.
    • LeeUK
    • By LeeUK 24th Aug 16, 12:20 AM
    • 5,442 Posts
    • 2,534 Thanks
    LeeUK
    I found exactly the same. My new supplier (Bristol Energy) also does the same. In fact, it looks as though the same person wrote the software for both companies.
    Originally posted by glider3560
    Probably the same go to guy councils use.

    I found mine always bills on the same date each month about a week after they ask for reading, so I sent a 2nd reading on that date and then have no estimate on the bill.
    Originally posted by bubieyehyeh
    Yep, bills are the same date each month but if I submit reading a few days before, but after the email asking to submit one, they always add on an extra few estimated units.
    • bubieyehyeh
    • By bubieyehyeh 24th Aug 16, 8:40 PM
    • 343 Posts
    • 95 Thanks
    bubieyehyeh
    Yep, bills are the same date each month but if I submit reading a few days before, but after the email asking to submit one, they always add on an extra few estimated units.
    Originally posted by LeeUK
    Yes but if you submit a meter reading on the day it bills each month there are no estimated units.
    • LeeUK
    • By LeeUK 25th Aug 16, 12:51 AM
    • 5,442 Posts
    • 2,534 Thanks
    LeeUK
    Well they shouldn't. It's like in the old days getting an estimated bill through the post, ringing up with correct reading, then getting another estimated bill because they didn't print it until the next day.
    • EmmaAlexandra
    • By EmmaAlexandra 21st Sep 16, 11:42 AM
    • 1 Posts
    • 1 Thanks
    EmmaAlexandra
    APPALLING CUSTOMER SERVICE. So bad, I have moved back to Eon.

    Switch went ok to begin with. Robin Hood asked for meter readings and said I could add these to my account online. Had issues setting up online account and had to phone them to fix IT issue after they ignored my email. Then found new customers cannot enter meter readings online (what's the point of saying they can in the letter then?).

    Supplied meter readings and received letter at end of August saying switch was complete.

    I emailed Robin Hood to see if they had sent my meter readings to Eon on Sunday. Still no reply to my email on Tuesday despite stating they reply within 1 working day. Was told they had supplied meter readings to Eon. Rang Eon who said only gas had been switched.

    Spoke to Robin Hood again today (Wed) and has been told there is an issue with the electric and they don't know what it is or why no one has dealt with it. Had a couldn't care less attitude.

    Off back to Eon who in my experience care about their customers and do always respond either by email or phone.

    AVOID ROBIN HOOD AT ALL COSTS - it might look cheap but it has now cost me as I ended up on Eon's standard tariff for my electric :-( Worth paying a little more for good customer service.
    • rogcal
    • By rogcal 16th Nov 16, 10:33 PM
    • 194 Posts
    • 109 Thanks
    rogcal
    Frying pan into fire!
    I'm in the process of switching to Robin Hood from Extra Energy where I was one of their first customers and saw first hand how not to operate billing and customer services departments but give them their due the have improved and I'm glad I stuck with them rather than bail out as many did in the early days.

    I'm only leaving them because they are no longer offering a fixed rate tariff for those who wish to pay on presentation of the bill which Robin Hood do.

    I've read a few of the warnings in this discussion but even so I'll give RH a go and if anyone's interested I'll report back with either good news or bad.
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