Clever Energy Reviews 18

Sent the meter reading late (my fault) but faced with a higher bill than expected based on estimates, I talked to Ajit Jacob of the Clever Energy team and he made the effort to issue a new bill based on actual data — top notch service and flexible, understanding attitude when exceptions are needed, thanks so much!

Just want to convey my appreciation to your service, particularly your senior credit controller - T. Shanahan.
Whenever I file an enquiry, timely and professional response is guaranteed from you / Shanahan.
This differentiate you from other service providers. Kudos.
Please keep up.
Many thanks

I am happy with Alicia de Klerk ‘s service . She is very kind and understanding for my issue . Appreciate her so much .

Excellent rapid response. Clarity and co-operative. Put my mind at ease regarding future potential queries.

For an unknown reason direct debit not paid on my son’s flat but I rang and spoke to Arit Jacob’- what a charming man .. and Clever Energy initial Email was pleasant and polite. Non aggressive until my son’s management company Y&Y who are the rudest company I have ever dealt with. All sorted and receipt received. Thank you for being so easy and pleasant to deal with.

I moved into an apartment where clever billing is used.

I received a bill 3 months in and it had a paper billing fee.
Turns out my landlord/agent didn't provide an email address so I was placed on paper billing, which isn't free.

I gave them a call and a very nice fellow, Ajit, switched me to electronic billing and got the paper billing fee refunded.

A bit of rigmarole but I think the process was fair.

Ajit Jacob responded to my invoice query promptly and resolved the situation to my satisfaction. This was really appreciated. Thank you Ajit!

Great experience - Ajit Jacob was very helpful!

Clever Energy staff are very helpful and listens to their customers well. Mr. Ajit Jacob has been very helpful and listens to their clients problems. I give him 10 out of 10 points.

Lucy Chen has been extremely helpful and we appreciate her a lot!Thanks Lucy

Ajit was prompt with replies both on email and telephone. My queries were answered

Last month I was chalenging an invoice with a late fee £15 and I emailed the customer service if they were going to remove it, as my invoice was due and I didn't want another late fee. They didn't reply to me so I paid the invoice less £15 that I had in dispute. Because they didn't reply and ignored me, I paid the late fee next day just not to bother with them anymore. This month they are charging me again extra £15 fee. I just paid because is due tomorrow and their customer service don't care about customers. I wish I could change this provider, but the gas in the building is communal. Complained to RMC, hopefully we could change this company. They charge automatically a fee of 15£, so an invoice of £15, just because you paid after midnight, you will pay £30. It's hilarious. (All of this because they invoice randomly, all my invoices were due every month around the 9th and the 16th, that time was due 4th. I paid 2 invoices same month, but again customer service doesn't care about their customers)

This Clever Energy - employee makes all the difference - a great asset for Clever Energy: Lucy Chen, Customer Services, 102 Great Clowes Street, Salford, M7 1RN

She is personable, efficient, professional and customer-oriented.

I have raised a complaint to the Energy Ombudsman due to Clever Energy's ongoing failure to resolve a straightforward billing issue, their poor communication, and their unfair imposition of a late payment fee while the matter remains under investigation.
The issue arose in June 2025, when I raised a concern about an overcharged May invoice, which was based on estimated meter readings rather than actual consumption. I provided actual meter readings on 24 June 2025, just two hours after receiving the invoice. Despite this, Clever Energy failed to adjust the May invoice or issue a corrected bill in a timely manner.
Timeline of Correspondence:
24 June 2025 (11:11am): I received the May invoice.
24 June 2025 (1:08pm): I emailed Clever Energy to dispute the estimated reading and provided actual meter readings.
25 June 2025 (12:02pm): Clever Energy confirmed receipt of the readings and stated that any overcharges would be credited on the next invoice.
25 June 2025 (12:05pm): I requested a specific adjustment to the May invoice.
Ongoing from 25 June to 18 July: Multiple follow-ups were made by me to seek clarification and resolution. Clever Energy's responses were vague, avoided directly addressing the May invoice, and failed to offer the required refund or invoice correction.
18 July 2025: I received the June invoice, which again did not reflect proper resolution. I raised concerns again but have yet to receive a satisfactory reply.
I was subsequently advised that the matter would be escalated to the Senior Billing Manager and that the late fee would be reviewed. However, weeks have passed with no update, and no resolution has been provided. I have had to initiate all follow-ups.
Regulatory Breaches:
Energy Ombudsman & Ofgem Guidance:
Under the Consumer Rights Act 2015 and guidance from the Energy Ombudsman, I am not required to pay disputed charges while they are under investigation.
Clever Energy has continued to apply late payment fees, in breach of this guidance.
Refund Policy:
Ofgem states that customers are entitled to a refund or credit for any overpayment, and this choice must be offered. Clever Energy failed to offer this choice and defaulted to leaving any credit on the account without discussion.
Customer Service Failures:
Despite my numerous attempts to engage constructively and promptly, Clever Energy has failed to provide a resolution, caused undue stress, and wasted significant time over a minor billing issue that should have been easily resolved.
Resolution Sought:
Immediate removal of any and all late payment fees applied while the billing dispute was ongoing.
A clear written confirmation that my account has been updated and that the matter is fully resolved.

EDIT to Clever Energy response - the issue was not on estimates, it is due to Clever Energy charging late payment fees even whilst the billing issue was not resolved. Their response makes no sense, they keep drilling the estimates point when my complaint is literally on the late payment fee. Furthermore, they never tried to call me - only today after receiving this review. I have since called back, and now there is confusion around my July bill (they advised this would be emailed to me). I am only expecting to see standing charges on the July bill.

EDIT 2 - I have since talked to Johnathan who has been super helpful and now our bill is resolved. Johnathan is a great asset to the Clever Energy team and he has managed to send me an updated bill with the correct position. Thank you Johnathan.

Clever energy company keeps overcharging me since 2 plus years. I give them my meter reading and still they used some random estimated value. I have multiple times called and emailed them but they never resolve my issue.
I have so many overestimated meter readings and I was away for a month and still they charged me same amount. I have so much outstanding amount because of late fees penalty they added but never took my appeal seriously. They are worst water company so far, never resolve any issue and keeps over charging.

I would give them 0 star if I could. Keep trying to take a payment from me halfway through the month due to direct debit. However, both me and my partner aren't paid until the last working day of the month, and I reached out to explain this as I keep getting charged late fees.

Spoke to an Ajit who told me to cancel my direct debit however couldnt change the pay date as its automatically generated.
I cancelled my direct debit like he said and then emailed me again asking why ive cancelled it and asking me to pay.

I CANT PAY UNTIL PAYDAY WHICH IS THE LAST WORKING DAY OF THE MONTH.

I don't know how many more ways I can word this but that fact this cannot be changed to accommodate your customer is insane, it's 2025. But of course, you don't care and your customer service representatives have absolutely no empathy or even attempt to help they give short Reponses then send you on your way

honestly avoid they're a disgusting company, also leading on from the previous 2 comments, i'm charged over £100 monthly.
Me and my partner travel most of the month and have switched the heating on maybe once in the 2 years of live there so would love to know where you're getting that price from.

I’ve had an issue with this Clever energy company for months now, and it’s extremely frustrating. Even though my household doesn’t use a lot of water my bill is always 100 pounds plus every month just for water ffs, don't even think they read meters they just estimate if you pay a certain amount this month the following month they will make it a little different with 3 or 5 pounds. No regard for actual usage, and just inflate the charges regardless.

Lies about ACTUAL (not estimated!) energy meter readings in bills. When the energy rate increases, they will attempt to manipulate the reading to charge more units for the more expensive period, across many residents. The rip-off is small per customer, but they’re counting on customers letting it slide. If you call them, the customer service will sound very friendly and helpful and forward your request to “the billing team” and tell you to expect a resolution in 2 business days and all that, until you realize that the billing team never responds to anything and probably does not exist.