How we support our customers at Ecotricity
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At Ecotricity, we supply renewable energy with the greenest possible outcome – using our profits to build new sources of green energy instead of paying out dividends to shareholders. We call this Bills into Mills.
But just as important is the service and support that comes with it.
We believe support should be simple, fast and human. That means giving you the convenience of online guides and our easy-to-use app, alongside the reassurance of real people ready to help when you need them. With us, you’ll always know that expert support is just a call or an email away.
Our Trustpilot score is 4.3 out of 5 stars and we’re consistently highly ranked in the quarterly Citizens Advice charts for customer service.
We’re proud of these achievements but we’re always pushing to be even better.
A human approach to customer service
Our customer service is based right here in Gloucestershire, UK, always ready to help by phone or by email. They will understand your needs and have the expertise to help quickly and efficiently.
We’ve made a deliberate choice not to use chatbots on our website. These are usually deployed to save companies money, while providing worse customer support. They tie you up in pointless fake conversations, while you get more and more frustrated at not getting the information you need.
With us, you’ll always speak or write to a real person, by phone or email, so you get clear answers and real solutions.
Online guides and support
We know many people like to manage their energy account in their own time, which is why we’ve made it simple to do just that.
With an Ecotricity online account, you can check your bills, monitor your usage and manage your account in just a few clicks on our website or through our Android and iOS app.
You can also access a huge amount of support on our app and read our help guides online.
From paying bills and smart meters, to energy saving advice and moving home, we’ve created easy-to-follow guides to help you with every aspect of your energy account.
Of course, our digital tools are there for your convenience – but if you ever want to talk to someone, our team is always at the other end of a phone or email. It’s the best of both worlds.
Extra support when you need it
We know that circumstances aren’t always straightforward. We offer extra support for customers who may be struggling financially, living with health conditions, or simply need some extra help.
Priority support services – for customers who need a little extra help. For example, if you’re of pensionable age, have a chronic illness, a disability, or you're pregnant and/or have young children under five years old. Find out more
Bereavement support – we’re here to do everything we can to help at this difficult time. Find out more
Support for vulnerable households - we pledge to support our customers facing vulnerable circumstances in any way we can. Find out more
If you’re struggling to pay – just get in touch and we’ll discuss a variety of different options to pay and offer additional support.
Support when you need it
Whatever the problem, we’re here to help.
For 24/7 digital support:
View your online account in your web browser
Check our comprehensive list of help guides.
Can’t find the answer to your question? Get in touch with our Gloucestershire-based support team:
Send an email to home@ecotricity.co.uk – our average response time for email and app queries is two working days
Call us on 0345 555 7 100 – Monday to Friday 9am - 7pm, Saturday and Sunday 9am - 5pm.
Ready to start turning your bills into mills?
Switch to Ecotricity and we’ll use your bill money to build new sources of renewable energy and build a greener Britain.
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