IM moving/ switch 2 sent me a general moving form to complete which made me anxious. The form did not fit my circumstanced. I contacted the customer care centre again and they were extremely understan... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Answered timely, although there was some spent holding, once answered. Appointment for 2nd engineers visit was successfully made.
Company replied
Lauren with customer service was polite, pleasant and civil. Lauren had nice manners and explained the situation in an easy to understand way. Lauren was sympathetic and professional and now we reache... See more
2nd visit from engineer within 24 hours. Fault was soon located, but not so easy to resolve without ordering yet another part. Georgios persevered until he got the hot water working again. I reall... See more
Company replied
Company details
Written by the company
Switch2 Energy is a leading provider of smart and sustainable heat network solutions. Our end to end services for residential heat networks include metering and billing, operation and maintenance, design and build and customer services to 650 heat networks and 120,000 customers across the UK.
Contact info
The Waterfront, BD17 7EZ, Shipley, United Kingdom
- 0333 321 2010
- info@switch2.co.uk
- www.switch2.co.uk
4.3
Excellent
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 91% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Nice staff cleared up my query promptly
Nice staff cleared up my query promptly
30 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that our team was able to clear up your query promptly. We appreciate your kind comments and are glad we could help.
The customer service Victoria is satisfactory …
The customer service is satisfactory but the standing charge is too high for me as a single person.
30 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that you found our customer service satisfactory. We understand your concerns about standing charges and appreciate that these can have a greater impact on customers with lower energy usage. Thank you for taking the time to share your comments. If you need any further assistance, please don't hesitate to get in touch.
Impossible to budget well
Impossible to budget well, as they do not bill me consistently despite me having set up a direct debit with them. It’s really annoying as I’ve already gone through the painstaking process of getting hold of a real CS member, who assured me this should be resolved by now.
29 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're sorry to hear about the issues with your billing and understand how frustrating this is, especially after you were assured it had been resolved. Please contact us directly with your account details so we can investigate and put this right.
Reply from Switch2 Energy
Thank you for the positive feedback!
Reply from Switch2 Energy
This is great to hear, thank you!
Super quick callback
Super quick callback
Helpful and sorted problem quickly.
29 June 2026
Unprompted review
Reply from Switch2 Energy
We are pleased to hear that your problem was resolved quickly, that's exactly the service we aim to offer.
My problem was solved by a very polite…
My problem was solved by a very polite lady how explained everything to me
29 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that your issue was resolved and that our advisor took the time to explain everything clearly. We'll be sure to pass on your kind comments about her polite and helpful service.
Reply from Switch2 Energy
Excellent review! Thank you
Inconsistent supply of energy at high…
Inconsistent supply of energy at high prices. Inaccurate bills and poor customer support.
27 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're sorry to hear you've experienced issues with your energy supply, billing and customer service. We understand how frustrating inaccurate bills and difficulties getting support can be. If you need any further assistance, please don't hesitate to get in touch.
All these reviews are not genuine
All these reviews are not genuine. They are sending email with prizes if you write a review. They only do that when you have a good communication with their customer service.
26 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We'd like to reassure you that all reviews published are genuine and reflect the personal experiences and opinions of our customers. There are no incentives or rewards in exchange for positive reviews, and customers are welcome to share honest feedback, whether positive or negative. We value all customer comments as they help us understand and improve our service.
2nd visit from engineer within 24…
2nd visit from engineer within 24 hours.
Fault was soon located, but not so easy to resolve without ordering yet another part.
Georgios persevered until he got the hot water working again. I really appreciated all his efforts. I now have hot water again!!
25 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that Georgios was able to locate the fault and work hard to restore your hot water, despite the challenges involved. We'll be sure to pass on your kind comments and recognition of his perseverance. It's great to know his efforts were appreciated and that your hot water is now working again.
Great customer service from Switch2!
26 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you si much for the lovely review, we really appreciate it.
So far so good
So far each representative that has contacted me in relation to my queries has been absolutely brilliant.
Initial contact was from the moving team on the 19 May, but since then all their customer service representatives have been great.
We were left in a difficult situation by our previous supplier, the building management had left us hanging too, with very little interaction, communication or support in relation to what had happened and what was going to happen so this left me quite anxious. Even though I was putting a small amount a side in preparation for the bills I wasn't sure if it would be enough as I was hearing some horror stories from folk whom had gone through a similar experience a while back.
Since receiving the initial email from Switch2 any queries I have had have been dealt with respectfully, in a very timely manner and with a degree of compassion, and everything had been very clearly explained.
My initial bill I thought was a little high but this was soon resolved when I provided information in relation to paying an amount to the previous provider in March and taking into account a small credit I had also.
So, far so good.
I would like to take this opportunity to thank all of your representatives that had responded to me and to say their time and assistance has been very much appreciated.
Amanda
19 May 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback, Amanda.
We're delighted to hear that our teams have been able to support you during what was clearly a difficult and uncertain situation. We understand how concerning it can be when information is limited and appreciate the anxiety this can cause.
It's particularly pleasing to hear that your queries have been handled respectfully, promptly and with compassion, and that our representatives were able to clearly explain the process and help resolve your billing concerns.
We'll be sure to share your kind comments with the teams involved. Thank you for taking the time to recognise their efforts and for sharing your positive experience. We truly appreciate your feedback.
Very smooth conversation and helpful…
Very smooth conversation and helpful staff
26 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for the lovely feedback, we really appreciate it!
Great customer service
26 June 2026
Unprompted review
Reply from Switch2 Energy
Great review, thank you!
Hamza was polite and efficient
Hamza was polite and efficient. He repaired what appeared to be a long-standing slow leak, taking his time and taking satisfaction in doing the job properly.
25 June 2026
Unprompted review
Reply from Switch2 Energy
This is great to hear. We'll be sure to make sure Hamza gets this lovely feedback, thank you!
The heating engineer from switch2
The heating engineer from switch2 was very polite and efficient. Each time switch2 send an engineer it is the same person, i feel very comfortable having him in my home.
24 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for taking the time to leave such positive feedback. We are delighted to hear that you found the Switch2 heating engineer polite and efficient. It's especially pleasing to know that having the same engineer attend your appointments helps you feel comfortable and reassured in your home. We will be sure to pass your kind comments on to him, as I'm sure he will appreciate the recognition. Thank you for your continued support.
Switch 2 experience
He arrived on time was very courteous and kept me informed as to what was happening.
25 June 2026
Unprompted review
Reply from Switch2 Energy
Thank you for taking the time to leave your feedback. We are pleased to hear that the engineer arrived on time, was courteous throughout the visit, and kept you informed about the work being carried out. Providing a professional service and ensuring our customers are kept up to date is very important to us. We appreciate your kind comments and will be sure to share them with the engineer. Thank you for choosing our service.
Very good member of staff who engaged…
Very good member of staff who engaged in conversation and was interested in her customer. Brilliant!
25 June 2026
Unprompted review
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