Together Energy: are they the right supplier for you?

Together Energy

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When switching to a new supplier, there’s one thing you can always do with less of… hassle! Together Energy understand this. They know that you need simplicity and transparency when it comes to pricing and billing so you know that you’re not paying over the odds for the energy you use, and you’re in control of your usage and bills. Together Energy have branded themselves around their dedication to customer service and simple bills.

Last update: November 2020

Do you want to switch to Together Energy? Although Together Energy do not receive the best reviews from their customers, they have some selling points that make them stand out. If you decide that you want to switch to Together Energy, call us to chat to one of our experts who can advise you on all of your energy options.

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The coronavirus pandemic is likely to affect all of our personal finances. However, the UK lockdown will not affect the services we provide. Our team of experts are working hard to ensure that you make savings on your energy bill by switching suppliers. Read more about your energy supply during COVID-19 here.

Together Energy Together Energy Logo
Founded 2016
Client Email [email protected]
Client Number 0333 150 1699
Log in Log into your Together Energy account here
Number of clients 150,000
Postal Address Together Energy, Erskine House, North Avenue, Clydebank, Scotland, G81 2DR
  • But do Together Energy’s operations live up to their claims?
  • Is this relative newcomer to the energy market worthy of your hard-earned money?

Here we’ll take a look at what Together Energy, this ambitious new energy provider is doing right, where they could stand to improve, and what their customers are saying about them in order to determine whether they’re the right supplier for you…

Together Energy Fuel Mix

Together Energy at a Glance

Dunbartonshire-based Together Energy have only been in the energy market since Autumn of 2016. However, in the years since, they have more than doubled their customer base.

Together Energy’s own website states that they have in excess of 60,000 customers. However, in a march 2020 article by Financial website  This is Money, it was claimed that the company has around 150,000 customers. It experienced a huge swell in customers when it absorbed the failed competitor OneSelect in 2018, absorbing their base of 36,000 customers.

While this was undoubtedly great for Together Energy’s profit margins, the company clearly didn’t have the infrastructure to be able to deal with a 60% surge in custom. With just 100 staff of its own , and a further 40 outsourced in South Africa, the inevitable teething problems resulted in a slew of complaints.

But how are things now? Has this small but growing supplier stepped up in the time since this debacle, or are they still floundering?

Some key details about Together Energy

  1. They offer some of the cheapest 2 and 3 years fixed deals in the UK.
  2. They claim to be “unequivocally, Scotland’s fastest growing energy company”.
  3. They have a bold and innovative approach to recruitment, with more than 90% of their staff coming from the poorest 10% of postcodes in Scotland.
  4. Staff are trained to work without scripts and listen to customers’ individual needs.
  5. Customer service is among their highest priorities, as is “providing the customer with long term peace of mind”.

So, is Together Energy any good? Let’s take a look at some of the performance metrics that matter the most to you as a consumer…

Tariffs and Value For Money

Together Energy aim to deliver great value for money without compromising on service. The brand states that it has always offered the cheapest two and three-year fixed deals in the UK. However, many of their customers have been very vocal in their claims to the contrary (more on that later).

We can see however, that they offer a good range of fixed rate and variable tariffs. There’s even one for customers with prepaid meters.

There are 5 altogether and you can see more details  here. Charges may vary by region, and are exclusive of VAT.

Let’s see how they measure up:

Name of the Plan Tariff Value Standing Rate Charges Electricity Unit Rate Gas Unit Rate
Green Together Fixed October 21 12 months fixed rate
£30 exit fee per fuel
25.408 electricity
20.348 gas
14.491 2.688
Green Brexit Protect 25 Month October 22 24 months fixed rate
£40 exit fee per fuel
26.170 electricity
20.827 gas
14.889 2.921
Green Brexit Protect 36 Month October 23 36 months fixed rate
£50 exit fee per fuel
27.594 electricity
21.896 gas
15.724 2.865
Freedom Variable £30 exit fee per fuel 22.646 electricity
25.319 gas
17.080 3.261
Prepay Summer 2020 Prepaid Tariff
No exit fee
27.153 electricity
34.055 gas
16.576 3.399

Energy Mix & Renewability

When choosing a new supplier, you don’t just want to know that you’re getting an affordable tariff. An ecological conscience goes a long way. More and more customers expect the energy companies they do business with to have a strong focus on renewability and sustainability. Or at least to have some renewables in their energy mix.

Unfortunately, green consumers may be disappointed in Together Energy. The company actually only began making its fuel mix public in the 2018-2019 financial year, which is a compliance issue in and of itself.

Most of Together Energy’s energy mix still comes from natural gas, with only a small percentage (8.9%) coming from green sources. This is significantly below the UK national average of 32.8%.

Not so renewable…

This meagre figure is especially disappointing, given that many independent energy suppliers (and even some of the “Big 6” are already offering 100% renewable energy and an increasingly high proportion of green gas from renewable sources (like farm and animal waste).

Together Energy Customer Service: A unique approach?

While it may be lacking in terms of energy mix and renewables, Together Energy does have an interesting and innovatively ethical approach to hiring. 90% of its Scottish workforce is sourced from within the country’s 10% of poorest postcodes. Moreover, over 65% of its workforce have been recruited from charities focused on supporting 16 to 25-year-olds not currently in education, employment or training, paying them a real living wage.

Social champions, to be sure!

But does this bold and welcome initiative result in good customer service?

When it comes to customer service, Together Energy has a similarly innovative approach. It eschews the traditional scripts for a more autonomous approach. Customer service advisors are encouraged to listen to the customer, and do what they feel is right.

What do Together Energy’s customers make of this approach? Let’s find out…

Switching to Together Energy

Together Energy Reviews: what do their customers think?

It’s unfortunate that, for a company focused on ease of billing and affordability, these are some of the most contentious sticking points for customers. But that’s not to say that Together Energy’s customer reviews are uniformly bad. You can see what customers have written about Together Energy on Trustpilot here .

Together Energy have garnered 8,385 customer reviews at the time of writing.

Of these;

  1. 2,208 were “Excellent”
  2. 685 were “Great”
  3. 402 were “Average”
  4. 397 were “Poor”
  5. 4,693 were “Bad”

As we can see, “Bad” reviews outnumber “Excellent”, “Great” and “Average” reviews combined. But is this an accurate representation of their service?

In an independent survey last year, 31% of Together Energy’s customers said they found its customer service very poor, compared with then national 10% average across all suppliers’ customers.

What’s more, 14% of customers stated that the accuracy of its bills was very poor. Not a great look for a company whose selling point is billing simplicity. One reviewer even recounts their discussion with the energy ombudsman regarding billing inaccuracies.

Other customers cite difficulties getting in touch with Together Energy over the phone. However, an independent investigation in 2019 revealed call waiting times of a respectable 41 seconds on average.

The positive reviews, however, cite warm and friendly customer service with some reviewers mentioning individual team members by name (always a sign that a good impression has been made). Speedy and decisive issue resolution is also a recurring theme of positive reviews, as is ease of switching and quality / clarity of support.

Think Together Energy is the supplier for you? Let us handle your switch!

Let Switch Plan handle all aspects of moving your energy supply to Together Energy in a way that’s quick and hassle-free.

We can help to ensure that you’re getting the best deal for your needs, offering comprehensive end-to-end assistance for every aspect of your move. All you have to do is sit back and enjoy your energy savings!

Want to know more?

Call us today on 0330 054 0017. We’re available from 9am-7pm.

Call us to switch your energy supplier for free!

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Notice

Together Energy FAQs

Who owns Together Energy?

Unlike a lot of other smaller energy suppliers, Together Energy is completely independent and not a subsidiary of a larger supplier. It is owned by former British Gas executive Paul Richards.

Do Together Energy supply smart meters?

Unfortunately, Together Energy does not currently install or support smart meters. As such, if you have a smart meter and move to Together Energy, your meter will no longer have its smart abilities (communicating usage data directly to the supplier). As a result, you will have to submit your meter readings manually. For a customer that focuses on easy and transparent billing, this is a glaring omission and one that we hope is quickly rectified.

☎️ How do I contact Together Energy?

There are a number of ways in which you can contact Together Energy. Their call centre is open 9am-5pm Monday to Friday. You can contact them on 0333 150 1699. Outside of these hours, you can email them at [email protected]. If you need to contact Together Energy about a complaint, you may want to have a look at their Complaints Procedure here.

❌ How do I cancel Together Energy?

When you move to a new supplier, they will handle the cancellation of your Together Energy contract for you. Be advised, however, that an exit fee may be incurred unless you are on the Freedom Variable or Prepaid tariff.

Remember that we’re here to help handle every aspect of your move to a new supplier!

Redactor

Written by eleanor

Updated on 25 Nov, 2020

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