Avro Energy reviews: Give your feedback

jacquelineP

I am trying to change to Avro, but it's not turning out to be easy. I applied and received my welcome pack, which asks you to check all the details and contact them if anything is wrong. Everything was correct so I wasn't worried. Direct debit was taken on time. Next thing I know EDF, my previous supplier contacts me to say I owe them money for gas. It turns out Avro have transferred the electricity, but not the gas. When I contacted customer service at Avro (not easy when you're constantly 19th in the queue) the girl couldn't have cared less. Apparently it was a mix up and they will do it in December. If I'm not happy I should switch again, when the gas transfer is complete, otherwise "it will be complicated". My husband, who was listening in, couldn't believe how nonchalant. she was about the whole business. "It'll be sorted out in a couple of weeks" meanwhile I'm paying EDF for gas on the top tariff at the coldest time of the year!

badger09

jacquelineP wrote: »

I am trying to change to Avro, but it's not turning out to be easy. I applied and received my welcome pack, which asks you to check all the details and contact them if anything is wrong. Everything was correct so I wasn't worried. Direct debit was taken on time. Next thing I know EDF, my previous supplier contacts me to say I owe them money for gas. It turns out Avro have transferred the electricity, but not the gas. When I contacted customer service at Avro (not easy when you're constantly 19th in the queue) the girl couldn't have cared less. Apparently it was a mix up and they will do it in December. If I'm not happy I should switch again, when the gas transfer is complete, otherwise "it will be complicated". My husband, who was listening in, couldn't believe how nonchalant. she was about the whole business. "It'll be sorted out in a couple of weeks" meanwhile I'm paying EDF for gas on the top tariff at the coldest time of the year!

Oh dear, that doesn't sound good.

Did you get emails from EDF about both electricity & gas switches
prior to the switch?

Did you send both electricity & gas meter readings to Avro when requested?

Did you check your EDF account around the time of the switch? My switch is supposed to happen tomorrow and today I have sent them my meter readings. My EDF accounts for electricity & gas both show 'Contract ended. Your contract with us has now ended and has been transferred to your new energy supplier'

slimjim2

Did my switch in Oct. All went smoothly. My only advice is to recognise the following:

Everything about the switching is done by email

Read their documents very carefully. It was very simple but they do need certain information at certain times. e.g meter readings

Check for mistakes on their doc e.g MPAN/meter serial numbers. They specifically ask you to check so if you don't you only have yourself to blame and make the switch harder.

They do send out meter reading reminders every month by email

I never had to test customer service by phone.

Best advice is Do it Right First Time and you'll never need to contact then other than give meter readings


I think if you follow their process and take the time to get it right, this has been dead easy and a love the simple nature of the website. No frills, just directs to what interaction you need (meter readings!)

Good luck!
slimjim2

admars

so Avro Customer service have been great, responsive, useful info, no problem there

British Gas customer service, terrible, kept on blaming Avro, random amounts of money going out of accoutn, so I contacted complaints team, who eventually have agreed their end, and have said they'll send me a cheque for a figure which dioesn't seem to match anything they've taken from my account, or my account has said is in credit:( So I've asked British Gas to send detailed rundown of how they got that figure, and pay money into my account, since although they conveniently cancelled the DD recently. they must still have my bank details

J_M_W

After a year of fixed fees from Npower - decided to move on.


No good deals with the big 6 so decided to see how the smaller companies work.


So far:
Had an online account setup
received email with their terms and conditions
1st DD to be collected on 22nd December (38GBP)
actual switch date to be on 1st of January 2018


Will update with progress on a later date.

peterx

My switch to Avro as gone superbly.Full marks.

althamclaret

I switched away from Avro in September 2017 but didn’t receive my outstanding balance of over £300 until the end of November- very poor.

Danni64

I joined Avro in Feb 2017 through the energy club comparison site. The switch was easy and smooth with clear communication.
It is easy to submit monthly meter readings (i just log in on my mobile) and you get emailed reminders.
I actually moved to a new tariff in September after checking the comparison site. They still moved me even though the deadline was missed as they saw my email from the previous week asking about the tariff and if I could switch.
I received an email saying they would send my query to the relevant department when I sent a chaser after a couple of days and they apologised as they were extremely busy.
Avro also made a refund £200 back to my bank as I had built up a credit over the months - this was actioned immediately.
I am happy with Avro and they always come up cheapest ( if you exclude the odd, unknown newcomer). The fact that there are no exit fees is good as you are always able to switch if you want to.

sevenonine

Danni64 wrote: »

I joined Avro in Feb 2017 through the energy club comparison site. The switch was easy and smooth with clear communication........
I am happy with Avro and they always come up cheapest ( if you exclude the odd, unknown newcomer). The fact that there are no exit fees is good as you are always able to switch if you want to.

You seem to be happy with Avro's service since joining them in Feb 17, so I thought I would run my problem on switching past you for your thoughts.

I only looked at Club Energy's website after I had agreed a 12 m fix with SOE, my current supplier, because their Standing Charge is enormous. (Avro's SC is a lot cheaper and so are their unit charges for gas and elec.) I fixed with SOE on 30 November 17 so I am still within the 14 days cooling-off.

What I would like to ask is whether I should send my details by email to Avro or phone them to ask whether they can switch me in time, which is limited as my contract with SOE ends on 4 Jan 2018.

badger09

sevenonine wrote: »

You seem to be happy with Avro's service since joining them in Feb 17, so I thought I would run my problem on switching past you for your thoughts.

I only looked at Club Energy's website after I had agreed a 12 m fix with SOE, my current supplier, because their Standing Charge is enormous. (Avro's SC is a lot cheaper and so are their unit charges for gas and elec.) I fixed with SOE on 30 November 17 so I am still within the 14 days cooling-off.

What I would like to ask is whether I should send my details by email to Avro or phone them to ask whether they can switch me in time, which is limited as my contract with SOE ends on 4 Jan 2018.

Hope you don't mind me answering as I've only very recently switched to Avro, but I think they usually fix your switch date about 30 days from your application so you would be cutting it really fine, especially given the holiday period.

I would phone rather than email, as they took a couple of days for first reply to my email query but were quicker on my follow up question.