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  • FIRST POST
    • MSE Fraser
    • By MSE Fraser 26th Nov 15, 10:31 AM
    • 30Posts
    • 4Thanks
    MSE Fraser
    Avro Energy reviews: Give your feedback
    • #1
    • 26th Nov 15, 10:31 AM
    Avro Energy reviews: Give your feedback 26th Nov 15 at 10:31 AM
    This is a feedback thread on energy supplier

    Avro 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 havenít already, join the forum to reply.
    Last edited by MSE Andrea; 07-09-2017 at 4:18 PM.
Page 14
    • Coastalwatch
    • By Coastalwatch 24th Mar 18, 10:55 AM
    • 44 Posts
    • 24 Thanks
    Coastalwatch
    Received an email from Avro on 15th Dec saying that the switch was complete and they would commence supplying energy from the 19th, one day ahead of schedule. The email suggested I log into to my newly opened account and submit meter readings. I phoned to see if that should be that day or on the 19th and was advised that I it could be that day. This I did and was subsequently emailed three days later asking to provide updated readings which I also did. So all progressed on schedule. So far, so good. Thanks Avro.
    Originally posted by Coastalwatch
    Three months in and all is progressing satisfactorily. I submit meter readings when asked which are used to make up the monthly statement. Even though I am £24 in debit(because I started in the middle of winter) I haven't been asked to increase the DD. I expect I'll be further in debit next month but then gradually peg it back during the summer months. It's early days I know, but so far I'm very happy with our first switch away from the big six!
    • Angie68
    • By Angie68 26th Mar 18, 11:26 AM
    • 2 Posts
    • 1 Thanks
    Angie68
    Avro Energy - beware when you try to leave
    Hi Despite absolutely no complaint with Avro for a year, I have been trying to leave Avro Energy for 3 months now due to price with no success. They are rejecting my switch each month stating they can reject any switch if account is in debit of over £30, despite me ringing and making payment to clear balance owing of £49 on day of receipt of bill each time and instructing new supplier same day day. I contacted Citizens Advice who stated according to rules if debt is less than 28 days old they should add this to my final bill not just reject - but Avro disagree. As switch takes up to 21 days I am stuck in a loop - also my contract with Avro is now expired and they have me on standard tariff. I am being held to ransom by Avro - beware!!!
    • Consumerist
    • By Consumerist 26th Mar 18, 11:02 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    Well, I've taken the plunge with Avro Energy and their Simple and Swift tariff - not yet shown on Cheap Energy Club but £50pa cheaper for me than the Simple and Special (which is shown on CEC) and with no exit fees.

    It's disappointing that the cheaper tariff isn't on CEC but that's possibly because it's a recently launched tariff.

    Received the Welcome email including tariff details and now just waiting for the switch date.

    Fingers crossed all will go smoothly.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • philng
    • By philng 27th Mar 18, 9:52 AM
    • 595 Posts
    • 75 Thanks
    philng
    We had a smooth start with AVRO all set up stated time & this is with a switch from IRESA. Now to get the credit balance refund from IRESA!

    What is even worse on the MSE energy site they are quoting an AVRO tariff at a much higher rate with cashback it seems so they can get commission.

    I always thought the MSE site included ALL tariffs.
    • RenStar
    • By RenStar 27th Mar 18, 10:40 AM
    • 217 Posts
    • 128 Thanks
    RenStar
    I switched to Avro from PFP energy early in February. The switch process went ok, Avro!!!8217;s communication wasn!!!8217;t great as they never sent me notification to request my opening meter reading. The day before the switch, I rang Avro and asked if they wanted it and the person on the phone took it. The day after the switch completed (I got an email to say this) I then got an email asking for opening meter readings. I ignored it as I!!!8217;d given it on the phone to them.

    A few weeks later, I contacted PFP energy to enquire when my final bill would be produced and was told they were still waiting for Avro Energy to provide my opening meter readings and that it can take upto 6 weeks. I rang Avro who told me that they had passed my opening meter readings to the industry regulator. Today is the 6 weeks mark and still no final bill from PfP energy. I wouldn't bother were it not for the fact that I paid both companies 2 DD payments within a few days of each other as Avro take their DD early. Hence, PFP Energy most likely owe us money.

    I!!!8217;ve been on the phone to both PFP energy and to Avro this morning. PFP are blaming Avro saying that they must have not passed the meter readings over to the industry regulator and Avro are saying they have done but the industry regulator have not confirmed the opening readings back to them so they deduce they haven!!!8217;t sent them to PFP either. I got the lady at Avro to confirm the opening meter readings I gave them over the phone with me and it matches with the pictures I took so I know they definitely have them. Avro are also not able to generate any bills despite asking for meter readings again from us earlier this month.

    Any advice on where to turn to now? I!!!8216;ve been switching suppliers for years and this is the first time I!!!8217;ve come across this issue. Sorry to say that it has put me off big time and would not recommend Avro. They just don!!!8217;t seem interested in dealing with my issue at all.
    Last edited by RenStar; 27-03-2018 at 10:43 AM. Reason: Wierd text and numbers appearing in place of apostrophes?!
    • RenStar
    • By RenStar 27th Mar 18, 10:44 AM
    • 217 Posts
    • 128 Thanks
    RenStar
    What!!!8217;s with the wierd numbers in my post?! Have tried editing and it!!!8217;s still appearing??
    • Consumerist
    • By Consumerist 27th Mar 18, 12:46 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    What!!!8217;s with the wierd numbers in my post?! Have tried editing and it!!!8217;s still appearing??
    Originally posted by RenStar
    It looks to be the apostrophe which is causing weird numbers. It could be that you are using some odd text coding (e.g UTF-16 ?) in your posts.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • RT1959
    • By RT1959 28th Mar 18, 12:20 PM
    • 1 Posts
    • 1 Thanks
    RT1959
    Switching Away Not So Good
    When I switched to Avro energy it was incredibly easy, however, switching away is not so easy.
    My advice to anyone dealing with Avro is to manage your payments so that they don't owe you any money when you leave. Foolishly I didn't cancel the direct debit and they carried on taking the money. They didn't close the account on the switch date and they have ended up with a few hundred pounds of mine. Thirteen weeks later I still haven't had the refund despite written promises that it would be transferred to my bank within hours.
    They are now telling me that they have made a payment, but they cant give me any proof and i don't have the money.
    So be prepared when you leave them!!!!!
    • Consumerist
    • By Consumerist 28th Mar 18, 1:40 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    . . . Foolishly I didn't cancel the direct debit. . . So be prepared when you leave them!!!!!
    Originally posted by RT1959
    Hi RT1959 and welcome to the forum.

    I always cancel energy DDs as soon as the switch for both fuels has been confirmed by the new supplier.

    It's beginning to look like Avro Energy, whilst enjoying popularity on their pricing levels, may be heading towards the top of the complaints table.

    Thanks, anyway, for the heads up.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Consumerist
    • By Consumerist 30th Mar 18, 2:55 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    . . . Any advice on where to turn to now? I've been switching suppliers for years and this is the first time I've come across this issue. Sorry to say that it has put me off big time and would not recommend Avro. They just don!!!8217;t seem interested in dealing with my issue at all.
    Originally posted by RenStar
    The new supplier is responsible for the switching process.

    I'd say your best first move would be to ask Avro Energy to contact the industry regulator to get an update on the progress of the matter. If that fails, you could start Avro Energy's complaints procedure to, hopefully, get them to act.

    You can use MSE's <Resolver> to make the complaint and they will keep a record of your emails to build a complaints file to send to the Ombudsman if necessary. Hopefully it won't come to that.

    Good luck.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • RenStar
    • By RenStar 3rd Apr 18, 6:27 PM
    • 217 Posts
    • 128 Thanks
    RenStar
    The new supplier is responsible for the switching process.

    I'd say your best first move would be to ask Avro Energy to contact the industry regulator to get an update on the progress of the matter. If that fails, you could start Avro Energy's complaints procedure to, hopefully, get them to act.

    You can use MSE's <Resolver> to make the complaint and they will keep a record of your emails to build a complaints file to send to the Ombudsman if necessary. Hopefully it won't come to that.

    Good luck.
    Originally posted by Consumerist
    Thank you. An advisor promised to escalate to their !!!8220;Quality Assurance!!!8221; team (yeah right !) to chase the industry regulator and get back to me. Have had nothing from them as expected so I have now lodged a formal complaint. I got an email today to say my complaint has been passed on. They have thier 8 weeks and if they don!!!8217;t pull their finger out willl be referring the matter to the ombudsman. Anyone thinking of switching to Avro, please think twice.
    Last edited by RenStar; 03-04-2018 at 6:29 PM.
    • RenStar
    • By RenStar 3rd Apr 18, 6:28 PM
    • 217 Posts
    • 128 Thanks
    RenStar
    It looks to be the apostrophe which is causing weird numbers. It could be that you are using some odd text coding (e.g UTF-16 ?) in your posts.
    Originally posted by Consumerist
    My iPad must have been having a moment... it seems absolutely fine today!
    • michael1234
    • By michael1234 3rd Apr 18, 6:54 PM
    • 141 Posts
    • 59 Thanks
    michael1234
    Difficult to leave them.

    Sorry that I created a new thread below instead of adding to this one.

    It really bothers me that we are told so often how easy it is to switch and yet cowboy companies like Avro let the industry down.

    Was interested to see how many other people are having problems leaving this organisation. My only advice is to definitely use up their complaints procedure and then when they reply or don't after 8 weeks go to the energy ombudsman and if still no joy to small claims court.

    I tend to review my supplier every year and end up switching most years.
    This time, I came to the end of 12 months with Avro Energy. I have always paid my bills via direct debit every month on time and according to the amounts they request.
    I started initiated a switch to another provider but Avro has just contacted me via email and said there is a debit on the account and they are not allowing the switch.

    I replied and asked them to take the amount via direct debit to avoid me wasting both our time on the phone. The amount is a little more than a normal monthly amount.

    I rang up and sure enough it starts with the usual annoying crap about high volume of calls blah blah and after 20 minutes I had to put the phone down with a view to possibly calling later.

    This amount of debit that has "built up" can't be the final bill since I haven't yet provided the final meter readings. Can they stop or delay the switch due to this? I've asked via email that they call me back but can they insist I must wait god knows how long on their phone line just to may a manual payment?

    Sorry just venting a bit.
    • Consumerist
    • By Consumerist 3rd Apr 18, 7:52 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    . . . They have thier 8 weeks and if they don!!!8217;t pull their finger out willl be referring the matter to the ombudsman. Anyone thinking of switching to Avro, please think twice.
    Originally posted by RenStar
    The eight weeks starts from when you first raised the issue with Avro. I would suggest you go through your emails to see when that was. If it was by phone then that could be more difficult to establish with the Ombudsman.

    With any luck, Avro will get its figure out a bit more quickly now.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Consumerist
    • By Consumerist 3rd Apr 18, 8:01 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    Difficult to leave them.

    My only advice is to definitely use up their complaints procedure and then when they reply or don't after 8 weeks go to the energy ombudsman and if still no joy to small claims court.

    Sorry just venting a bit.
    Originally posted by michael1234
    It's good to get the heads-up on tricky suppliers. No need to apologise.

    Time for you to follow your own advice. You must wait eight weeks from when you first raised the issue but you can escalate the complaint within Avro if they don't resolve the problem.

    Good luck.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Samwilmington
    • By Samwilmington 7th Apr 18, 12:37 AM
    • 1 Posts
    • 1 Thanks
    Samwilmington
    Untrustworthy Organisation with Poor Service Quality

    Avro Energy purport to offer a simple tariff structure and reasonable prices. My experience of switching to them was simple enough, but the disappointment soon began when they notified me that they did not have the capacity to accept readings from smart metres, so right off the bat, using Avro Energy felt like a bit of a backward step from my previous supplier.

    The real problems, however, started when my contract ended and they attempted to increase my prices. I appreciate this is common practice in the industry and I searched around for another supplier. Having identified a supplier that offered savings over Avroís proposed tariff and also supported smart metres, I began the process of switching.

    Within days I began receiving emails from my new supplier telling me that they had tried to take over my energy supply but that Avro had objected to the switch. I contacted them to find out why and they claimed I owed them money. I pointed out that I paid by direct debit and had never missed a payment. As such, I could not be behind on my bills. Their response was that I had used more energy in the last few months than was covered by my direct debit and this meant that I needed to settle my account before they would release my energy supply to my new supplier.

    I thought this seemed strange as a more logical way to handle such a scenario would be to allow the switch and then invoice for the excess usage. I contacted citizens advice who confirmed that Avro had no lawful right to prevent the switch on the grounds of money owed and whilst they were entitled to bill me for excess usage, they could not use this as a reason to prevent the switch.

    I spent days going back and forth to Avro pointing out that they had not billed me for the excess usage, and as such, I was not in a position to pay them as I did not know what they expected me to pay. I eventually received a sum, but not in the form of an invoice, just a figure noted in an e-mail and a phone number for me to call to make payment. Well, I called the number several times and never made it to less than twenty-somethingth in their call queue. All the while, day after day, Avro persisted in blocking my transfer of energy.

    I contacted them by email to advise them that their own system was preventing me from settling my account and was given bank details to pay by bank transfer. I was told it would take a couple of days for them to confirm receipt of the payment. It took them ten days to do so. They eventually released my energy supply, or so I thought...

    Having switched energy supplier for both my gas and electricity, I just discovered that the transfer of my electricity service did not take place. When I enquired with my new provider why this had not taken place, surprise surprise, Avro had objected. On what basis I have no idea as my account was settled and as far as I was aware the process was complete.

    Avro have since failed to respond to emails for comment and I have had to initiate a complaint with the ombudsman service to try and resolve the matter.

    In short, Avro Energy are at best incompetent and at worst, a manipulative organisation bordering on the criminal. Whilst their cheap pricing may look appealing, it is a false economy. I would strongly recommend looking elsewhere even if it costs slightly more.
    • Consumerist
    • By Consumerist 7th Apr 18, 10:49 AM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    . . . The real problems, however, started when my contract ended . . .
    Originally posted by Samwilmington
    Hi Samwilmington and welcome to the forum.

    This seems to be the emerging theme where Avro Energy is concerned.

    Forewarned is forearmed Thanks for sharing.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • CityOwl
    • By CityOwl 10th Apr 18, 1:36 PM
    • 13 Posts
    • 5 Thanks
    CityOwl
    A Happy Customer - Renewed for Another Year
    We have been with Avro for 11 months with no issues at all. Our Simple & Go tariff was due to end in a months time after which we would have been moved to their Simple Energy variable tariff, I received an email from Avro to that affect at the end of March.

    I ran my numbers through the Cheap Energy Club and only OneSelect could beat Avro by £4 a year. As Avro have been fine (I was once with Scottish Power and had to go to the ombudsman, who ruled in my favour), I did not want to switch for £4. Better the devil you know is my thinking

    As invited to in their email, I called to enquire about my options and was advised that there was a 20 minute wait and that I was number 23 in the queue. However, once my call was answered I was dealt with politely and efficiently, as the Renewals Team was very busy I was advised that they would call me back today.

    Oh no, I thought, I am going to be waiting all afternoon and they are not going to call. How wrong could I be? I was called back within 20 minutes, advised that the Simple & Flow tariff was best for us (confirmed by Cheap Energy Club), I was asked when we wanted to move to the new tariff and my direct debit was reduced without me having to ask. All this was confirmed via email within 10 minutes.

    Very happy and glad that I am staying with Avro, lets hope that they are just as competitive next year
    Last edited by CityOwl; 10-04-2018 at 1:43 PM. Reason: spelling error
    "Annual income twenty pounds, annual expenditure nineteen six, result happiness. Annual income twenty pounds, annual expenditure twenty pound ought and six, result misery." - Charles Dickens
    • Consumerist
    • By Consumerist 10th Apr 18, 1:53 PM
    • 4,800 Posts
    • 2,377 Thanks
    Consumerist
    . . . Very happy and glad that I am staying with Avro, lets hope that they are just as competitive next year
    Originally posted by CityOwl
    It does seem as though they provide a good service until you want to leave them.

    This reminds me of my experience with Ovo. Great - until I wanted to leave. Then they seemed to take it as a personal insult that I wanted to switch to another supplier.

    The next year will be my first experience of Avro Energy. It could be interesting at the end of the contract, however.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • CityOwl
    • By CityOwl 10th Apr 18, 2:15 PM
    • 13 Posts
    • 5 Thanks
    CityOwl
    It does seem as though they provide a good service until you want to leave them.

    This reminds me of my experience with Ovo. Great - until I wanted to leave. Then they seemed to take it as a personal insult that I wanted to switch to another supplier.

    The next year will be my first experience of Avro Energy. It could be interesting at the end of the contract, however.
    Originally posted by Consumerist
    All to be revealed in 11 months time...I will report back
    "Annual income twenty pounds, annual expenditure nineteen six, result happiness. Annual income twenty pounds, annual expenditure twenty pound ought and six, result misery." - Charles Dickens
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