Ecotricity is the trailblazing supplier that started the green energy movement. Founded by renewable energy maverick Dale Vince OBE in the mid-nineties, it was the world’s first renewable supplier and the UK's first vegan energy supplier. Now, it generates its own energy through various wind, solar and sea projects, is involved in numerous eco-initiatives and claims to be "Britain's greenest energy company".
In our independent Ecotricity review we delve into this environmentally-conscious company to help you decide if it's worth making the switch.
Here at The Switch, we help British households to make the switch to one of the UK’s best green suppliers. To help you choose, here is our independent Ecotricity review - Britain’s original green energy supplier.
1. Customer Service
To start with, let’s take a look at the quality of Ecotricity’s customer service. Ecotricity reviews for customer services were historically very good, but recently there has been a slew of negative reviews. Current Ecotricity reviews appear to be split, with customers claiming they are either excellent or pretty terrible, for a variety of reasons.
We have found some customers to be happy with the customer service with many praising the speed at which they solve their issues and the friendliness of the staff.
All Ecotricity staff I have spoken to so far are very helpful, supportive, professional, knowledgeable, pleasant and, above all, resolve issues, one might have, very quickly and cheerfully.
However, there have also been negative reviews of late, with some customers with the opposite experience. Reviews from angry customers have emerged, with some waiting for weeks for their issues to be solved or smart meters to be installed for example.
Other complaints state the customer service phone lines have been very slow to answer, whilst some customers have claimed they were still being billed even after switching to another supplier. The most common complaint however appears to be regarding high prices and unexpectedly large or incorrect bills.
Their billing has gone haywire. One of their earliest customers, we've stuck by them. We've always had a generous direct debit and now they claim that we owe hundreds of pounds. Had a long conversation with their customer services and discovered many errors in their records and in our billing. They promised to send amended invoices dating back, but nothing so far.
Whilst many customers have been unhappy recently, Ecotricity’s customer support team typically respond quickly and appear sympathetic to these issues and appear to try to fix them as soon as possible. Of course though, there are inevitably some customers that do not get their issue resolved satisfactorily and vent their anger on review sites or social media.
Overall then, Ecotricity reviews for customer service are a mixed bag. Whilst in many cases customers are happy with the service, there are almost as many negative reviews. When it comes to customer service and complaints resolution, there are certainly better suppliers than Ecotricity.
For customer service, we rate Ecotricity: ★★★
2. Tariffs & Prices
Next up let’s take a look at Ecotricity tariff information and pricing. Currently, the provider offers just two simple tariffs - one for gas and one for electricity.
Ecotricity’s offer of simple, variable tariffs is a great idea. It’s easier to understand and means that when the wholesale price of energy is low, Ecotricity tariff prices are too. It also means you’re not stuck on a fixed tariff that may end up costing more overall when wholesale prices are lower.
When it comes to the pricing though, their tariffs are pretty expensive. Our research into the cheapest renewable suppliers, found that a family of four living in a three bedroom house in London with average usage (3,100 kWh electricity and 12,500 kWh gas), would pay around £1,356 per year with Ecotricity. In comparison, Pure Planet came out at £964/year, Bulb were £1,076 per year and Tonik quoted £1,137 per year for equal usage. So Ecotricity could cost you up to £400 more a year than the cheapest green suppliers.
It’s also worth noting that Ecotricity (like many green suppliers) also don’t charge any exit fees, making it easy to switch supplier again in future. This is fast becoming the industry standard and is something you should look for before switching to a new supplier.
For tariffs and pricing, we rate Ecotricity: ★★★
3. Bills & Account Management
Like most energy suppliers, Ecotricity are aiming to use technology to make it easier for customers to keep on top of their energy bills and account information. At first glance, they have done just this through their website and mobile app.
Customers can view and pay their bills through Ecotricity's well-designed and easy to use website. They can also submit meter readings and manage their account information online too, as you would expect in 2020.
To pay bills, customers have the choice of setting up a monthly direct debit or making one-off payments online or over the phone. There's also the option to pay a fixed direct debit amount each month or a variable direct debit for the exact electricity used. Giving customers the choice and flexibility to pay in different ways is a great idea and is something we feel all suppliers should do!
As you would expect from an eco-friendly company, Ecotricity are aiming to stop sending paper bills altogether and do everything online instead. However, for now they still send paper bills to those who want them.
Ecotricity's application of technology is surprisingly rudimentary. Why can't they inform customers of a change of payment through their app? (Or even by email?). I made an error in submitting a reading and the app wouldn't let me correct it - why not? The app doesn't let you see an up to date statement of your account and payments made on a daily basis.
To manage bills and account on your smartphone, there is also the Ecotricity app. It is not rated particularly well - 2.2 out of 5 on the App Store and 2.5 out of 5 on Google Play. Ecotricity reviews on the app stores state that it has had problems when entering meter readings and also lacks support for certain models of smartphones.
So overall, whilst Ecotricity’s bills are easy to read and the online account is pretty good, the website falls short on certain features such as displaying customer’s usage data. Likewise, the Ecotricity app is not the best and also lacks some key features.
For bills and account management, we rate Ecotricity: ★★★
Ecotricity are an outstanding supplier when it comes to their ethical values, vegan and anti-fracking initiatives and investment in their own energy generation. However, if you’re basing your decision on price alone, Ecotricity are far from the cheapest green supplier out there.
If your priority is supporting one of the most eco-friendly company on the market, we’d recommend Ecotricity. But for customer service and pricing in particular, there are better suppliers on the market.
Overall, we rate Ecotricity: ★★★
Ecotricity are the UK's original green energy supplier that take their eco-credentials and environmental impact very seriously. They have evolved from a tiny operation building wind turbines into one of the largest renewable energy suppliers in the UK.
Ecotricity was established in Gloucestershire in the early nineties originally under the name 'Renewable Energy Company'. It was supposedly the world's first green electricity company and was established by green energy pioneer Dale Vince OBE.
Dale started the company whilst living in a truck with a wind turbine to power his own electricity. From there he began building wind turbines commercially before using them to generate electricity soon after. Dale Vince still owns Ecotricity to this day, but he is also the Chairman of the "world's greenest football club" - Forest Green Rovers.
Ecotricity's heavy investment in green energy projects and simplistic approach has helped them grow to supply green gas and electricity to over 200,000 customers.
Certifications & Awards
Eco-Management and Audit Scheme (EMAS)
As a result of all their eco-initiatives across the company, Ecotricity were the first energy company in the world to be awarded the EMAS accreditation. This is awarded to companies that have implemented eco-friendly processes and schemes into everything they do.
Ecotricity have done this by recycling all consumables at their offices, planting wildflowers to encourage bee habitats, installing electric car chargers across the UK, volunteering for local eco-projects and encouraging staff to take public transport, cycle or walk to work.
Energy Switch Guarantee
Ecotricity are also registered with the UK’s Energy Switch Guarantee scheme which ensures customers can change their energy suppliers quickly and hassle-free.
All suppliers in the scheme have committed to ensure:
- The switch will take no longer than 21 days
- The new supplier will not charge for the switching process (other suppliers still charge exit fees)
- Your energy supply will not be interrupted
- Your new energy supplier will handle the whole process for you
- You can change your mind and cancel the switch within the first 14 days
Awards for Ecotricity
In 2018, Ecotricity were listed by the London Stock Exchange Group as one the ‘1000 companies to inspire Britain’. This recognition celebrates the UK’s fastest growing small and medium-sized businesses in the country.
In 2016, they won the award of ‘Best Green Energy Brand’ at the Energy Branding Conference in Reykjavik, Iceland. This was in recognition of their ability to ‘broadcast a green message through their branding and how effective it is, how well the source of energy is branded and how successful the brand is within its market.’
If you're looking for a career in the energy industry and the environment is important to you, you'll be interested to hear about Ecotricity jobs. To learn about working for Britain's only vegan energy provider, you should head to the Ecotricity Jobs site, where you'll find postings for work in the following organisations associated with the company:
- Forest Green Rovers Football Club
- Ecotalk - a green mobile phone service powered by solar and wind energy.
- Britwind - a company making 100% British small windmills.
- Ecotricity Electric Highway - Britain's leading electric car charging network.
If any of the above interest you in terms of a career, you can use the website's search function or set alerts for the area you're interested in so you're the first to hear when an opportunity arises. For more information about Ecotricity jobs, go and check out the website for yourself.
Ecotricity's Renewable Energy
Ecotricity are one of the only energy suppliers in the UK to generate a large portion (20%) of their own energy as opposed to sourcing it all from elsewhere. They invest heavily in their own wind farms and other infrastructure to power their customer’s homes.
They also proudly only use vegan energy-generating methods and so avoid sourcing any energy from biomass - generated from organic matter such as animal waste.
Ecotricity's energy mix is made up of offshore wind energy, onshore wind energy and a tiny portion from hydropower.
Ecotricity supply 100% renewable energy made up of a mix of sources. Unlike most suppliers who source all of their energy from third-party generators, they actually generate around a fifth of their own supply through wind energy and solar energy across the UK, with the rest sourced from other energy generating companies. Whilst around 20% may not sound a lot, this is far more than other suppliers are doing to actually generate green energy themselves.
Ecotricity are also investing heavily in new infrastructure to increase their energy contribution to the national grid even further. This certainly cannot be said of all green suppliers and strengthens Ecotricity's claim of being 'Britain's greenest energy company'.
To generate energy, Ecotricity own and operate 24 wind farms across the UK comprised of 74 wind turbines. This generates enough renewable electricity to power over 47,000 British homes per year. Plus they have four more wind farms in the works that could potentially power an additional 120,000 homes.
Alongside wind energy, Ecotricity have also begun generating solar power from their very own ‘sun park’, in Lincolnshire. Fen Farm is an area of 5,000 solar panels that soak up the sun’s rays to generate electricity. Currently it can only power a few hundred homes with electricity, but they have additional sun farms planned which are set to boost this up to 7,000 households.
Did you know?
As with all suppliers providing 100% renewable electricity, Ecotricity customers receive the same electricity from the National Grid - a melting pot of electricity sourced from renewable and non-renewable sources. However, for every unit of electricity their customers use, Ecotricity guarantee to generate or buy and put back an equal amount into the grid that was renewably-sourced.
As renewable energy generation and usage increases in the future, the percentage of renewable electricity customers receive from the grid will increase. Therefore Ecotricity and other suppliers are helping to increase the renewable portion of the UK’s electricity.
Ecotricity also supply 12% of their gas from ‘green gas’, which is generated using by small suppliers who use a process known as anaerobic digestion - the breaking down of organic waste to create a renewable form of gas.
Compared with the other renewable energy suppliers in the UK, Ecotricity’s 12% portion of green gas is higher than the industry average of 10%. Currently only Green Energy UK can boast supplying 100% green gas.
The Ecotricity website also states that they are planning to further boost this percentage by investing in their own green ‘gas mills’, with two currently in the works in the South of England. These two gas mills would generate enough gas to power 7000 homes. Plus, unlike most green gas which comes from organic matter and animal waste, Ecotricity’s gas mills will generate gas from grass and no animal products whatsoever, making it 100% vegan.
Ecotricity are also strongly against fracking in the UK as a way of generating gas. In fact they do more than oppose it and have established and invested in the ‘People Power Fund’ - an activist group set up to fight back against the government approval and use of fracking in Britain.
Prices & Tariffs
Here is a rundown on Ecotricity tariff information for a typical 3 bedroom home in London. This is based on the UK average annual energy usage of 3,100 kWh of electricity and 12,500 kWh of gas.
|'Green Electricity' tariff||'Green Gas' tariff|
|Type of tariff||Variable||Variable|
|No exit fees|
|No minimum term|
|Unit rate||19.94p per kWh||4.85p per kWh|
|Standing charge||29.18p per day||30.01p per day|
|Total yearly cost (3 bed house London)||£1,356
(inc. £15 dual-fuel discount)
If this seems on the expensive side to you, it's because it is! Here's an overview of pricing for green dual-fuel tariffs available on the UK market at present to give you an idea of how much you should be paying:
|Provider||Cheapest green tariff||Price per year|
|Pure Planet||100% Green Variable||£944|
|Octopus Energy||Direct 12M Fixed||£958|
|Ovo Energy||Better Smart (1 year fixed)||£1,008|
|British Gas||Green Future March 2022 dual-fuel||£1,022|
|E.ON||Fix 1 Year v5||£1,034|
|So Energy||So Bramble (1 year fixed)||£1,044|
|Bulb||Vari-Fair (1 year fixed)||£1,152|
|Good Energy||1-year fixed dual-fuel tariff||£1,284|
|Green Energy UK||Sparkling Tariff 2022||£1,327|
|Ecotricity||Green electricity and green gas||£1,356|
All discounts and cashback have been applied to the price. The above quotes are for a three-bedroom home in London and use Ofgem's average consumption rates. Last updated: January 2021
Ecotricity offer tariffs for small and medium-sized businesses. They also supply gas and electricity to larger organisations including RSPB and Riverford Organic Farmers and the Boston Tea Party chain of cafes who promote multi-use cups throughout their locations.
Businesses that use Ecotricity receive benefits including a dedicated business account manager and even the option to buy their own wind turbines to generate their own electricity on site.
Customers receive access to the online account area of the Ecotricity website or use your Ecotricity login to access its mobile app. With your Ecotricity login, you can view your bills and submit meter readings..
Forgot your Ecotricity username or password?Simply click the ‘Forgot?’ link on either Ecotricity login page and they’ll send a reminder to the email address you registered with.
With your Ecotricity login, you can do the following online or on-the-go with your mobile:
- Submit meter readings
- View your bills
- Pay your bills (if not on direct debit)
Ecotricity Smart Meters
Customers looking to take their energy management into the 21st century will be pleased to know that they can request an Ecotricity smart meter from the provider. Ecotricity is in the process of rolling smart meters out in line with the government's push to have them installed in every home by 2020.
Looking for a reason to get an Ecotricity smart meter installed? The provider offers the following:
- "Use less, pay less" - a smart meter will show you your usage and spending in real time so you can make adjustments.
- "Smart from your sofa" - you can view your energy usage conveniently on the handy in-home display.
- "No more regular meter readings" - smart meters send readings automatically, so you'll have less visits from Ecotricity meter readers.
- "Accurate statements" - with smart meters, there's no need for estimated bills; you'll only pay for what you use.
- "Easy prepayment" - Ecotricity PAYG smart meters top up automatically when you make a payment with no need to put in a card, meaning no more trips to the shop!
If you want more information about Ecotricity smart meters, you can find it on the provider's website. You can also register your interest in an installation directly from the website.
Warm home discount
Ecotricity does offer the Warm Home Discount to its customers, but only to members of the Core Group. Members of the Core Group will be notified by the government and have the £140 discount applied to their bill automatically.
Many other providers offer the discount to customers who fall into the Broader Group, which customers must apply for year-on-year and are not guaranteed to receive. To find a supplier which offers the Warm Home Discount to members of the Broader Group, give one of our experts a call on 020 3608 4293 and they'll give you a hand.
Ecotricity contact number
If you're looking for an Ecotricity contact number, you've come to the right place. Whether you need help solving a problem with your account, making a payment, or getting an answer to a question, you can contact Ecotricity using the details below.
|Department||Ecotricity contact number||Opening hours|
|New customers||0808 123 0 123||Monday to Friday, 8.30am to 6pm|
|Existing customers||0345 555 7 100||Monday to Thursday, 8.30am to 7pm
Fridays, 8.30am to 6pm
Saturdays, 9am to 4pm
|Ecotricity Jobs||01453 790262||Not listed on website|
If you don't want to talk with anyone over the phone, you can also fill out a contact form on the Ecotricity website or email them at email@example.com if you're an existing customer or firstname.lastname@example.org if you're looking to sign up.
If you don't want to wait at all, you can get help switching from one of our energy experts by calling 020 3608 4293.
Looking for a number to use in case of an emergency?Ecotricity customers, or customers of any supplier, should report gas emergencies by calling 0800 111 999, which is a 24-hour emergency line for customers of any provider. To report a power cut, call 105.
Should I Switch to Ecotricity?
If you’re interested in doing as much as you can for the planet, then switching your gas and electricity to Ecotricity could be a great choice. Whilst they are not the cheapest green supplier, you can be safe in the knowledge that your supply is coming from probably the most eco-friendly energy company in the country.
For more information about switching to Ecotricity, click below to contact us.