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    • MSE Archna
    • By MSE Archna 7th May 13, 10:25 AM
    • 1,874Posts
    • 6,140Thanks
    MSE Archna
    Add your feedback on energy supplier Flow
    • #1
    • 7th May 13, 10:25 AM
    Add your feedback on energy supplier Flow 7th May 13 at 10:25 AM
    This is a feedback thread on energy supplier

    Flow Energy

    Please share your experience with other MoneySavers. Click reply to take part

    • Did you 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!!!8217;t already, join the forum to reply. If you aren!!!8217;t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 12:47 PM.
    Report inappropriate posts:

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    • jehu44
    • By jehu44 18th Aug 17, 3:24 PM
    • 2 Posts
    • 1 Thanks
    Good service.
    Switched to Flow two years ago. Very quick and easy to supply meter readings by clicking on link in monthly email. But new fixed tariff will cost 10% more than the latest new entrant. May decide this saving is not worth the potential hassle of switching and possibly getting poor customer service.
    • clydeguineapig
    • By clydeguineapig 18th Aug 17, 7:38 PM
    • 5 Posts
    • 9 Thanks
    Feedback on switching from SSE
    My fixed year has finished with SSE, been fine. I have switched to Avro (30 mins ago) seems fine so far.

    When looking for quotes, I took a note of what I spend over the year but did notice that one quotation stated that it was based on what I would save if I was on SSE's standard tariff. It did not compare the fixed tariff that I just left hence the saving seemed more. Maybe something to watch out for.
    Last edited by clydeguineapig; 18-08-2017 at 7:40 PM. Reason: Grammar
    • HonourlessWeasel
    • By HonourlessWeasel 28th Aug 17, 3:09 PM
    • 56 Posts
    • 43 Thanks
    Coming towards the end of my gas fix term tariff (15 months) and will be moving away.
    All has been good except for the last 3 months' bills where Flow have ignored my monthly meter readings and added their own value (much higher of course). Phoned Customer Services and got through quickly but just told it wouldn't happen next month. Well guess what, it did repeatedly.
    Not impressed currently.
    Originally posted by gsmlnx
    So it's not just me.

    I raised a complaint with Flow, after they replied to me on here, pointing out multiple things. They ignored half of the things in my complaint, only actually acting on the fact that they always address me as Mrs [HUSBANDS FULL NAME]. Then the following day I got an email addressed to that name.

    I didn't respond to their response because I wanted to see if anything would change - one of the things that really narks me is that you never get an email to say that a bill is waiting for payment, I went into great depth about this. I get emails from my two water companies, I've had them from EDF, it's just normal, isn't it? I haven't got time to wait for them to generate a bill on a random date in the first two weeks of the month and log in every single day on the off-chance it's appeared. Nope, that's not changed and they say it never will.

    But what's really getting me now is that despite us submitting meter readings every single week...they're adding 50 gas units each month. That's 50, 5-0, to our bill which we've not used. They're ignoring our reading of the gas meter that we're submitting, doing their own estimate and overcharging us. The meter reader that's coming round every 6 or so weeks is still refusing to read the gas meter. I know that it's not been read since we moved in, but they accepted our original reading as perfectly sound, so what's wrong with all of our subsequent ones - the electric ones are good enough. I resent over paying a monthly bill by up to 10.
    • Salforal
    • By Salforal 5th Sep 17, 2:12 PM
    • 7 Posts
    • 3 Thanks

    I've had issues with Flow and my gas readings too. All was fine at first but the last three or four readings haven't been recognised, leading to an estimated bill. Electricity has been fine all bar one month since I joined last September. My tariff ends at the end of this month. Can't see me staying as there are cheaper tariffs around anyway.
  • Flow Energy
    I would like to apologise that your reads have not been used on your statements. During May, there was an industry wide update on the gas national database which caused validation issues. We had hoped that this would be resolved quickly, but this has not been the case. This update has effected all suppliers that use a particular system to validate reads, and was unfortunately beyond our control.

    The reads have likely been received and are displaying on our system. Once the reads have been validated, we will be able to bill your account up to date. This has been raised, and we have been informed that this has now been resolved.

    The next statement will be available to review on the 11th September, and should show the readings submitted in August. Going forwards, if the reads are not shown, please let us know and we will investigate further.

    With regards to your tariff, please feel free to call us and we will happily look into this for you!
    Official Company Representative
    I am the official company representative of Flow Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to This does NOT imply any form of approval of my company or its products by MSE
    • spot1034
    • By spot1034 6th Sep 17, 10:48 PM
    • 53 Posts
    • 37 Thanks
    When I moved to Flow at the end of May I was asked by them to submit readings which were to determine my final bill from the old supplier. I did so straight away, but the readings never reached the old supplier and estimates were eventually used which, whilst not wildly out, were not in my favour. I ended up paying for less at my previous lower rate than the energy used up to the date of the switch - a bit more more money for Flow who were not my supplier at the time. However, not enough to make a fuss about.

    I have not heard a word since but the switch through Cheap Energy Club has still not completed. According to CEC, the gas has been switched but electricity remains with the old supplier. This is incorrect - I have long since had my final bill from the old supplier but leaving the switch pending means I am still awaiting the cashback due under this deal (which I see Flow no longer offer, but they did at the time I joined) and means I am unable to switch again should I wish to do so.

    I am beginning to wonder if switching to Flow might have been a mistake.
    • movingon
    • By movingon 7th Sep 17, 11:38 AM
    • 316 Posts
    • 194 Thanks
    I too am regretting the switch. They ignored my opening meter reads and just estimated what they thought they might be. I complained by email, but it takes over a week to respond. However, they do respond on Faceache, with the explanation that they have been inundated with emails. I dont think they are coping, but I am beginning to think this cannot go on.
    • oralbx
    • By oralbx 11th Sep 17, 2:44 PM
    • 1 Posts
    • 0 Thanks
    Moved to Flow in May.Have added gas meter readings every month,but only estimated readings added to account.Have rung every month and three times today but still no proper explanation.They keep quoting Nexus Upgrade causing validation problems.Spoke to Citizens Advice and they say there is no problem.They are slow to answer calls and then they go to South Africa.Yes South Africa.I moved to flow from NPower who were bad but I regret moving to Flow.
    They say the whole of the Gas Energy industry is affected by the Nexus upgrade to validate gas readings.Well thats the first time I,ve heard that.I am sure if thats the case then there would have been a lot of complaints in the media,I have seen none.
    • movingon
    • By movingon 11th Sep 17, 3:44 PM
    • 316 Posts
    • 194 Thanks
    I have googled Nexus upgrade and cannot find anything about it. I am going to try Facebook to see if that gets me anywhere. I am totally fed up, but dont want to pay the exit fee to leave. The 14 day cooling off period is a joke, as it takes longer than that to switch.
    • spot1034
    • By spot1034 11th Sep 17, 7:56 PM
    • 53 Posts
    • 37 Thanks
    Well I'm wondering if my actual readings sent to Flow at the time of my switch at the end of May will, when validated, result in a refund of the excess I am paying Flow for energy which should have been billed by my previous supplier at a lower rate. I suspect not!

    According to Flow, my switch at the end of May has not yet completed with my electricity supply still being with EDF. I actually received my final bill from EDF and paid it in the first half of June.
    • Hengus
    • By Hengus 11th Sep 17, 8:40 PM
    • 6,041 Posts
    • 3,719 Thanks
    I have googled Nexus upgrade and cannot find anything about it. I am going to try Facebook to see if that gets me anywhere. I am totally fed up, but dont want to pay the exit fee to leave. The 14 day cooling off period is a joke, as it takes longer than that to switch.
    Originally posted by movingon
    • ColinB
    • By ColinB 27th Sep 17, 8:53 AM
    • 51 Posts
    • 24 Thanks
    Flow customer service going downhill
    I've been with Flow for several years and in general it's been OK. Just recently though the customer service has been poor. I've had the problem with meter readings being ignored that others have reported: I've complained, been told variously that it's all someone else's fault (Nexus) and that there's a problem with Flow's systems not picking up validated readings correctly ... so there's been no consistent story.

    Then I was informed my DD would be increased, but they didn't provide any justification. I asked for the figures twice and was ignored, so raised another complaint. The response still didn't justify the increase, but quoted a new DD figure 75% greater than my current DD !! After yet another call they admitted that was "human error", they finally provided their calculations to justify the increase, and we agreed what the monthly payment should be. All resolved eventually but it took rather more effort than it should have. Meanwhile my meter readings are still being ignored despite Nexus apparently being successfully completed several months ago ...

    PS How does one contribute to the customer satisfaction scores that are quoted in the Cheap Energy Club ? I can't find any link in there, am I missing it or is it somewhere else ?
    • gsmlnx
    • By gsmlnx 27th Sep 17, 10:04 AM
    • 921 Posts
    • 721 Thanks
    Full Direct Debit taken despite Flow website showing zero value for future DD's
    I've switched away from Flow but awaiting my final bill and my credit to be returned.
    However I am very disappointed in Flow in that even though on the website they changed the value of my direct debit to zero, they still took the full month's normal payment some 3 working days post the switch date.
    So Flow are in breach of the DD terms and conditions by informing me that they would be no future direct debits taken.
    • ebc
    • By ebc 30th Sep 17, 10:07 AM
    • 84 Posts
    • 495 Thanks
    To the Flow Energy Rep
    The Flow Energy rep on here posted that the September Flow bill should be using the correct Gas meter reads that we entered in August. (Post 165, 5-sept-2017)

    My bill from 9 Sept still shows an estimated Gas read which is way above the meter reads I have been submitting every month. The Electric read is correct, as submitted.

    I have just submitted my September-30th readings and if they don't show on the next bill I will definitely be looking elsewhere as this has been wrong for nearly 6 months.
    • movingon
    • By movingon 30th Sep 17, 11:27 AM
    • 316 Posts
    • 194 Thanks
    Mine is still wrong too. I have emailed them, but they do not reply. I messaged them on facebook, and they told me that meter readings should show on the portal five days after submission. They do not. The bills are based on their estimates. Its hopeless trying to communicate with them. I would like to leave, but do not want to pay the charge to do so
    • Hanger999
    • By Hanger999 1st Oct 17, 12:18 PM
    • 1 Posts
    • 1 Thanks
    Hi - I switched from Spark (atrocious billing and appalling rip off customer service) to Flow about two years ago - the switch was painless and trouble free and quick. Since then had absolutely no problems at all. Good clear billing, no over inflated estimates when my busy life gets in the way of doing my meter readings. When my initial tariff ended I received good clear information advising that I could change suppliers or change to a new fixed rate tariff with flow or be changed automatically to the variable rate. Although there was a slightly cheaper rate available elsewhere (30 a year if I recall) I decided to stick with the hassle free Flow new fixed rate - one press of a button and I was on the new tariff.
    I'm sticking with Flow despite the prospect of 85 annual cost saving because the lower rates appear to be offered by a company with low ratings because it can't cope with demand, the next lowest will want a Smart meter installed (it's not my house so more hassle) and then we're back down top 30 a year savings by unproven new entrants or variable rates that could change tomorrow.and eliminate all the saving.
    • ebc
    • By ebc 2nd Oct 17, 4:31 PM
    • 84 Posts
    • 495 Thanks
    To Hanger999 (and the Flow rep)
    Are you on Gas with Flow - if so are they actually using the readings that you supply to calculate your gas bill ?
    Since May they have only used my Elec readings and are ignoring the Gas readings submitted at the same time. They are generating their own estimates which are much higher than our usage (either this year or last).
    The Flow rep on here claimed that this should have been corrected in the Sept bill but mine was still using their own incorrect estimate.
    • ebc
    • By ebc 7th Oct 17, 9:35 PM
    • 84 Posts
    • 495 Thanks
    FLOW REP - why is the bill still wrong ????
    Just bumping this thread in the hope that the Flow Rep might deign to reply and explain what on earth is going on with their billing !
    They said that the Sept bill would use submitted Gas values rather than the estimates they have been making up for the past 5 months.

    However, both the Sept and the Oct bills are still using estimates which don't even seem to be related to our gas usage last year.

    Other people seem to be having the same problem but no reply from the Flow Rep

    • ebc
    • By ebc 19th Oct 17, 2:37 PM
    • 84 Posts
    • 495 Thanks
    Where is the flow rep ???
    Just bumping this thread (again!) as the Flow Rep seems to be ignoring it and only posting to the Flow Energy Warm Home Discount advert string.

    NB I would recommend to AVOID FLOW as they ignore submitted Gas readings (and have done for the past 6 months) and don't respond to complaints.
    • frankie
    • By frankie 19th Oct 17, 4:36 PM
    • 691 Posts
    • 275 Thanks
    Ditto the above. Meter readings still not correct on the Flow website, despite regularly putting in readings they are still not updated and the readings that are there are not ones I have submitted. Contacted Flow about this via Facebook and guess what, despite giving account numbers etc still the problem persits.

    Will not be renewing contract with Flow in March 18.
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