Tag: Suppliers – Spark Energy

With the ideology of a small independent supplier, and the resources of an energy giant, they have the potential to be great. But do the Spark Energy reviews live up to the brand’s promise?In this post we’ll look at Spark Energy reviews from genuine customers, as well as data from a number of other sources.

Is Spark Energy’s customer service any good?

What do you look for when choosing a new energy supplier?

Let’s be honest. It’s almost certainly low prices. None of us wants to pay more for our energy than we absolutely need to. Even though, as a nation, we spend over £800 million more than we should on energy tariffs.

But let’s be honest, as great as low energy prices are, they can be a poor substitute for great customer service. None of us wants to spend any longer waiting for a phone query to be answered or a complaint to be resolved any longer than we absolutely have to.

Spark Energy certainly have some competitive energy deals. But do they have the customer service acumen to match?

Let’s take a look at the information available online to see what Spark Energy’s customers really think of them...

Spark Energy reviews: What do customers say about them?

In order to get a clear picture of how Spark Energy’s customers feel about them, we’ll be pulling data from several sources. We’ll look at reviews and other data that give us an indication of how well the supplier looks after its customers. The majority of our investigation here will rely on data from the company’s Trustpilot page. However, we will also take into account reviews from Reviews.io as well as their Citizens Advice ranking.

On Spark Energy’s Trustpilot page, the brand has a customer score of 3.8 at the time of writing. This classifies them as a "Great" rated energy supplier.

Out of 30,717 reviews left by customers:

• 17,635 (57%) were rated "Excellent".
• 4,055 (13%) were rated "Great".
• 1,282 (4%) were rated "Average".
• 1,134 (4%) were rated "Poor".
• 6,611 (22%) were rated "Bad".

While the brand falls short of an "Excellent" rating, these are nonetheless respectable statistics. Over on Reviews.io, however, customer sentiment is markedly less positive. The company has only 77 reviews on the site, yet a very low rating of 1.05 out of 5 stars. Only 1% of reviewers would recommend Spark Energy. However, as Spark Energy do not solicit reviews here in the same way as they do Trustpilot, this means that consumers are less incentivised to leave positive reviews on the former platform.

On Citizens Advice’s rankings, Spark Energy are ranked #27 out of 38 suppliers listed. Spark Energy performed well in areas like ease of switching and number of complaints to third parties (just 13.2 per 10,000 customers). However, their aggregate score is mired by a lack of customer guarantees, as well as poor-to-middling scores for ease of contact and billing transparency.

Below, we’ll look at some customer reviews, and compare the good the bad and the ugly to get a better understanding of what Spark Energy’s customers really think...

The good

Common features in positive reviews were ease and speed of use when communicating via live chat, positive experiences with the app, friendly and helpful customer service staff, and good value for money. A few reviews mention the member of staff who looked after them by name. A little detail that we find usually indicates that they have gone above and beyond, and the customer wants to acknowledge that.

We include some quotes from real reviews below:

• "Spoken with an adviser via the app this morning in relation to my account this morning and he was helpful and informative on what I needed to know. Very polite and friendly, 10/10 for his customer services this morning".
• "Couldn't have asked for anything better quick simple and easy".
• "I had a good experience with Spark. When I moved home, I made a mistake with the meter reading (I entered a higher value than I should have) and they helped me out, both via calls and via emails. I got my refund just fine. They have a good customer service attitude and their departments seem to collaborate well together".
• "Just moved into our new property and got a call from [advisor name] just to welcome me to Spark and set up a direct debit. He got me a free Smart Meter, £50 off my bill and made the whole process so simple and pleasant!".

Spark Energy value for money

Spark Energy are fairly competitive, and data on the brand’s value for money is inconclusive. Although a few reviewers on Trustpilot mention that they are happy with the prices that they pay, a 2020 independent survey revealed that Spark Energy customers rated them 2 out of 5 stars for value for money, billing accuracy and bill clarity.

Spark Energy response time

The Citizens Advice chart lists Spark Energy’s average call centre at 3:50. This is significantly below the national average of 5 minutes and 57 seconds. What’s more, an independent survey reported longer waiting times of 8 minutes 38 seconds on average.

The bad

Even the best energy suppliers make mistakes from time to time. And while negative reviews make up less than half of "Excellent" reviews (16% between "poor" and "bad" reviews), it’s important to recount them here for balance.

Negative reviews predominantly focused on billing mishaps and overcharging, references to indifferent or belligerent staff, long wait times, trouble making online payments and unresolved issues and complaints. You can see some customer comments below:

• "Overcharges as much as possible. Terrible customer service. Rude staff and awful rates".
• "...it was a nightmare getting hold of anyone. I've spent hours waiting on the phone to talk to them".
• "I was told that someone will get back to me within 24 hours of my complaint and here I am with more than 2 weeks and no update".

The ugly

We’ve also included some quotes from customer reviews who have had very negative experiences with Spark Energy. While these are by no means an indicator of the average customer experience, they deserve inclusion to help you make an informed decision.

• "My account is £108 in credit with them. I have requested this refunded on numerous occasions and surprise surprise; I am being ignored".
• "Spark has since pestered me saying I owe them money even though I have changed provider. They have sent my details to a debt collection agency after multiple phone calls where they stated I didn’t owe them anything".
• "They took extra money from my account, lost it internally , couldn’t be bothered to look for it despite supplying them all relevant info".

Now that we’ve looked at the full gamut of Spark Energy reviews, here we’ll look at data from some other sources to give you a clearer idea of how the company performs in the metrics that are important to you.

Spark Energy fared better on live chat, where responses took just 3 minutes 2 seconds on average. Slightly faster than the median average of 3 minutes and 6 seconds.

Issue resolution and complaint handling

According to Citizens Advice, Spark Energy have a complaints to third parties ratio of 13.2 per 10,000 customers. Meaning that just over 1% of customers have a complaint that is not resolved internally and referred to the energy industry ombudsman. Roughly 75% of customer complaints are resolved by the next working day.

Unfortunately, Spark Energy could certainly be more proactive when it comes to responding to negative reviews on Trustpilot. The company has, at the time of writing, only responded directly to 26% of negative reviews, usually responding within one month.

Have they won awards for customer service?

Unfortunately, Spark Energy have not received any awards for customer service. However, they were finalists for the 2017 UK Business Awards, and were winners in the 2016 Customer Service Training Awards.

Spark Energy in the news

By and large, Spark Energy have kept out of the news over the past few years. The brand’s only mention in the press was when they were bought out by OVO in 2018 after going bust. They stopped trading after Ofgem began investigating them for failing to make their Renewables Obligation payments. Source: Financial Times

Think Spark Energy may be the supplier for you? Get in touch with us today!

Like what you see about Spark Energy? Think they might be the right supplier for you? Don’t make the switch without us! We can match the supplier’s tariffs to your needs to ensure that you’re getting the best possible value for money. What’s more, we’ll even manage your switch from end-to-end. So you can enjoy cheaper energy that’s 100% hassle-free.

Would you like to know more about Spark Energy? Great! Check out our article on spark energy tariffs

Spark Energy tariffs aim to offer customers ‘cheaper bills and better service from day one’. You can use smart meters for greater control of your energy, and also so you can see how much power you are using. Smart meters are available to all customers no matter what tariff they are on.

Spark Energy price changes 2020

All Spark Energy customers have been moved to SSE as of January 2020. If you were on a fixed tariff at the time, SSE said they would honour those rates until the end of the agreed deal, as usual. They also said that customers on the standard variable tariff would pay the same or even less once they moved onto an SSE tariff.

Spark Energy tariffs compared: which is the cheapest tariff

The cheapest Spark Energy tariff, as is the case with most suppliers, is the fixed rate option. This guarantees you a set price for the duration of your contract and means prices will not fluctuate. The current rate for the Fixed Saver does vary according to where you are in the country but the average is 16.52p per kWh of energy and a 23.64p per day standing charge.
There is a choice of three Spark Energy tariffs. These are:

Spark Energy has a small range of tariffs available to their customers. These include fixed and variable direct debit plans, as well as a variable plan with a cash/cheque payment. Let’s first have a look at Spark Energy’s electricity and gas plans below:

So, if you are on a fixed tariff the prices are locked in as agreed. Standard variable tariffs fluctuate according to energy prices around the world and a number of other factors, so can change. Prices also change according to the Energy Cap as set by the industry regulator Ofgem. This usually happens in October, so there are often price changes about this time of year.

You will be informed about any price changes in advance by your supplier. If your fixed rate tariff comes to an end at any point you will be placed on the standard variable rate, which is generally more expensive, so it may be a good idea to get in touch and explore your options.

Spark Energy standard tariffs

Spark Energy has two standard tariffs. One for prepayment customers (more details below) and one for direct debit customers. The rates for these tariffs vary according to wholesale energy prices and the price cap placed on fuel charges by OFGEM. The standard rate for direct debit customers charges is 17.80p per kWh or power and a standing charge of 25.50p per day.

Spark Variable Tariffs

And the cost information associated with Spark's variable rate tariff plan:

Spark Energy prepayment tariffs

The prepayment standard rate, called the Move in Saver PAYG allows you to top up your meter using the Swift app or a number of other payment options. This will cost you 29.50 standing charge per day and the rate per kWh of power is 17.61p.

Spark Energy Economy 7 tariff

If you have an Economy 7 meter installed, then you can still use the Spark Energy tariffs. They will still have the same standing charge per day but there will be two different rates for your energy - one for the day and one for the night, between midnight and 7am. They accept Economy 7 meters on both prepaid and direct debit tariffs. They are also signed up to the Warm Home discount scheme and there is a £12 dual fuel discount.
Now, let's take a close look at these same variable and fixed tariffs, with their Econ 7 plan.

Spark Energy exit fees

Both the Move in Saver PAYG and Move in Save DD offer no exit fees as part of the deal. However, their Fixed Saver Sept 2021 tariff comes with a £30 exit fee if you want to switch during your contract period.

Prices for Spark Energy tariffs depend on where you live in the country. However, as a guide, the average prices for their tariffs are as follows:

Spark Energy business tariffs

As Spark Energy is a supplier specifically aimed at renters and landlords, they currently offer no business tariffs.

Get a Spark Energy quote

If you would like to get a quote for a Spark Energy tariff, then you can do so by visiting here.

You will be asked to enter your postcode and answer a few simple questions about your consumption and current suppliers. The rate you will be quoted will depend on where you live in the country although the variation between regions is not too big.

Is Spark Energy right for me?

Spark Energy aims to provide cheap power for its customers, specifically those in rented accommodation or for landlords looking for the best deals. Some of the main advantages of using Spark Energy include:

• There’s a dedicated app which lets you submit a meter reading
• You can see your latest bills and access your Spark Energy account history
• You can also use the app to pay bills and check how much gas and electricity you’re using
• Spark Energy top up services are also available via the app for customers with smart meters

You can also compare prices at any time. Just use the Spark Energy price comparison tool on the website and make sure you aren’t paying over the odds for your energy.

Spark Energy takes its customer service seriously. In 2017 they received fewer complaints per 100,000 customers than all of the Big Six suppliers and lower than the average for the independent suppliers.

Read more about Spark Energy:

• Spark Energy reviews

Is Spark Energy the right supplier for me?

With a focus on the rental market, Spark energy works with letting agencies and landlords to provide gas and electricity to tenants, but also offer affordable energy services for homeowners. So, if you’re a landlord, tenant or property owner, this could be the energy company for you.

• There’s a dedicated app which lets you submit a meter reading.
• You can see your latest bills and access your Spark Energy account history.
• You can also use the app to pay bills and check how much gas and electricity you’re using.
• Spark Energy top up services are also available via the app for customers with smart meters.

Spark Energy is a relatively small energy provider but one that is driven to provide a best in class customer service. Rated higher than the Big Six for customer service, Spark Energy aims to be the natural choice for both tenants and homeowners.

Who is Spark Energy?

Spark Energy formed in 2007 and was bought by OVO Energy in 2018. They focus on meeting the needs of the rental market but also offer great customer service for homeowners.

They say they like to do things differently, making things as simple as possible. That’s what has made them the leading supplier of energy for tenants across the UK. So far, they have:

• Supplied over 350,000 customers and are still growing
• Have a staff of over 300 people working in their office based in Selkirk in the Scottish Borders

What makes them different?

They aim to offer ‘cheaper bills and better service from day one’. They offer smart meters that give you greater control of your energy, so you can see how much power you are using in real-time. Smart meters are available to all customers no matter what tariff or payment method they choose.

Customers seem to like the service, with Spark Energy rated higher than the Big Six in customer satisfaction.[/callout]

The Spark Energy app also puts you in control, allowing you to manage your energy wherever and whenever you want. You can find out more about the Spark Energy App here.

You can also compare prices at any time. Just use the Spark Energy price comparison tool on the website and you can make sure you aren’t paying over the odds for your energy.

Spark Tariff Prices

When selecting a new energy provider, whether you’re moving house or looking for one that might better suit your needs, it’s important to see the range of tariffs that each provider has on offer so that you can choose the one that complements your usage. Spark offers a slightly more narrow range of tariffs compared to other providers but certainly, have enough to cater towards the average consumer.

What Is Spark Energy's Cheapest Tariff?

Spark Energy has a small range of tariffs available to their customers. These include fixed and variable direct debit plans, as well as a variable plan with a cash/cheque payment.

Let’s first have a look at Spark Energy’s electricity and gas plans below:

Spark Fixed-Rate Tariffs

Spark offers a fixed tariff, which means your rate stays the same throughout the length of your contract.

Below you will find cost information associated with Spark's long-term fixed rate tariff plans:

Spark Variable Tariffs

Spark also offers a variable tariff. What a variable tariff means is that your monthly bill is dependant on the market price of energy, which can vary. Suppliers source their energy and the variance of the market price that they pay is reflected in the price they pass along to their customers. So, when market costs of energy falls, it will decrease. Conversely, if there are any increases in the market prices this increase will reflect on your monthly bill. If the market price is to ever increase, Spark (or any energy supplier you choose) is obligated to notify you at least thirty days in advance so that you have sufficient time to budget accordingly.

And the cost information associated with Spark's variable rate tariff plan:

What are Spark Energy’s environmental policies?

They use just two sources of fuel: renewables and gas. They focus on providing customers with the lowest carbon power they can. As of the 1st October 2019, Spark Energy and OVO have been purchasing 50% of their electricity from renewable sources such as wind, solar and hydro power. This is in an increase from 39% and above the national average for providers.

They made the decision to remove nuclear and coal from their fuel mix and only use renewables and gas. Spark did this because while it is less carbon intensive than fossil fuels, dealing with radioactive waste has no clear solution right now. Coal was removed because it is the most carbon intensive energy source around.

Do they offer any deals to customers?

Spark Energy is committed to treating customers fairly. They operate a Direct Debit payment option which means you get peace of mind from regular monthly payments.

In addition, their Warm Home Discount is aimed at helping households that might be struggling with their energy bills. There are also payment plan options in place if you are having financial difficulties.

They aim to make paying fair and easy. Just send regular meter readings, ideally once a month, and you will get accurate bills that help you stay on top of your power usage. The easy to use bills fit on one piece of paper and come with a quick guide to understanding your usage and payment options.

If you choose to use a smart meter and are a Pay-as-you-go customer, you can top up easily using the Spark Energy app for top ups, Swift. You can also add credit online using the SmartPay system.

If you're thinking about switching then we can help.

How good is the Spark Energy customer service?

In 2017 they received fewer complaints per 100,000 customers than all of the Big Six suppliers and lower than the average for the independent suppliers.

Do they listen to their customers?

Spark Energy prides itself on listening to how their customers feel. That’s why they use the independent review service CustomerSure. This monitors every contact with customers to maintain high standards. They also use customer feedback and Spark Energy reviews online to drive customer service - publishing their results so you can see how they are doing.

Have they won awards for customer service?

They have won several over the years. These include:

• The Silver Award for the Best Medium Contact Centre in Europe in 2015
• Customer Service Training Team of the Year in 2016
  

If Spark Energy sounds like the right supplier for you, then we can help you make the switch.

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