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22 September 2021

Avro Energy

Avro Energy stopped trading on 22nd September 2021. Energy regulator Ofgem is currently looking for a new supplier for its customers.
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Which?Editorial team
Avro 471228

Avro Energy started trading in December 2015 from its Warwickshire base but closed in September 2021.

It had 580,000 customers, meaning it supplied around 2% of all homes.

If you were among them, energy regulator Ofgem will choose a new supplier for you. This typically takes a couple of days.

In the meantime, your gas and electricity supplies will continue as usual. 

  • take a meter reading
  • don't switch energy supplier until you've heard from the new firm.

This helps ensure that your transfer to the new supplier is as smooth as possible. Any credit you have with Avro Energy will be protected and usually honoured by the new supplier.

Avro Energy often offered cheap energy deals. Its founders said they set up the firm to tackle consumer disadvantage in the energy market.

Find out what to do if your energy supplier goes bust.

When you've heard from your new supplier, compare gas and electricity prices using Which? Switch to find the best energy deal for you.

Avro Energy customer score

Avro Energy came 3rd out of 25 energy companies rated by 7,460 members of the public.

Its performance improved since the previous year when it came joint 16th out of 35 companies rated. Despite the cheap deals it offered, however, it didn't achieve the highest rating of five stars for value for money. Keep reading to find out how it fared in other areas.

Great customer service.

Avro Energy customer

It genuinely saves me money on my energy bills.

Avro Energy customer

Avro Energy score breakdown

The graphic below shows the breakdown of its score in our latest survey.

Scroll down to read our verdict on Avro Energy, plus who its tariffs were suitable for.

Find out how Avro Energy compares with other energy firms in our guide to the best and worst energy companies.

Which? verdict on Avro Energy

Avro Energy’s customer score was among the best and it gets good ratings across the board.

The company offered tariffs for customers who want to manage their energy account online and pay by direct debit or through a prepayment meter. 

Customers rated its billing highly, with the maximum five out of five stars for accuracy and four stars for clarity. One customer said they thought the firm's bills were 'easy to understand', while another said 'it accurately reflects my energy usage'.

It also received a respectable four out of five stars for complaints handling and value for money. Value for money was particularly impressive, with 88% of Avro's customers rating it 'excellent' or 'good' in this area, compared with 71% on average across all companies included.

When cheaper deals have come out I've been able to switch deals with no issues.

Avro Energy customer

My only interaction was during the switch to Avro and it was the smoothest switch I have ever had with a fuel supplier.

Avro Energy customer

It received four stars overall for customer service, too, however there were some negative comments. One customer told us it took a 'long time replying', while another said 'its phones just ring and ring'. But some of the more positive reflections included 'great service' and 'issues are dealt with quickly and resolved'.

Avro was the among the companies with the highest proportion of customers who hadn't experienced any problems in the previous 12 months, at 89%.

In our snapshot investigation into energy companies’ waiting times in September 2020, Avro took 18 minutes 46 seconds on average to answer our calls, far slower than the median pick-up time of just under 6 minutes (5 minutes 57 seconds) for all 31 energy companies we called. However, there were six companies that were even slower, including PAYG provider Boost, which averaged wait times of over 40 minutes.

If you don't want to wait on hold, try Avro's email. Here it was the third fastest of the 12 firms we contacted using this method, responding in 1 hour 57 seconds on average.

Pros: Offers competitive tariffs

Cons: Slow to answer calls in our snapshot investigation

Avro Energy electricity sources

Avro Energy has not published its fuel mix yet.

Avro Energy in the news

Avro Energy in 2021

September: Avro Energy stopped trading, Ofgem announced.

Avro Energy in 2019

June: Ofgem confirmed that Avro became a Data Communications Company (DCC) user, and so the ban on it taking on new customers was lifted. 

April: Avro was banned from taking on new customers from 26 May until it became a DCC user, Ofgem announced.

The regulator said it was ‘not confident’ that Avro would voluntarily become a DCC user without a final order compelling it to do so. 

Until it became a DCC user, customers with second-generation smart meters saw them stop being smart when they switched to Avro. 

Avro had until 25 July to become a DCC user. 

March: Ofgem ordered Avro Energy to become a user of the Data Communications Company (DCC), which is the central system that'll allow smart meters to work with any supplier if customers switch. To ensure that it does, Ofgem consulted on whether to issue a final order banning Avro from taking on new customers until it’s a DCC user.

Want to know how much money you can save on energy? Use Which? Switch to find the cheapest gas and electricity deal.