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Avro Energy says it offers simplicity and doesn’t charge exit fees on its tariffs. But is Avro the best energy company for you?
Avro Energy claims to offer low-priced gas and electricity tariffs and it does indeed often offer cheap deals. Plus, it doesn’t charge exit fees.
Avro’s founders said they set up the firm to tackle consumer disadvantage in the energy market and suppliers using complex concepts and terms. It pledged to be ‘a different approach to simplistic supply’.
It began trading in December 2015 from its Warwickshire base and is included in our annual energy companies satisfaction survey for the second time.
Avro Energy is now permitted to take on customers again, after Ofgem lifted its ban. Avro was ordered not to gain any new customers until it became a member of the DCC network for smart meters.
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Avro Energy customer score
Avro Energy came 19th out of 30 energy companies rated by 7,429 members of the public in the annual Which? energy supplier satisfaction survey – the broadest view of energy companies there is.
Although it is in the lower half of companies, its customers still rate it more highly than any of the Big Six energy companies. Keep reading to find out why.
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 are 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 is slightly above average, scoring relatively well across the board.
In fact, Avro is among the 10 energy companies whose customers rated them excellent value for money.
Avro Energy offers tariffs for customers who want to pay by direct debit and manage their energy account online. It doesn’t supply prepayment meter customers.
Customers rated its bill accuracy and clarity four out of a possible five stars. One customer said they thought the firm's bills were 'easy to understand'.
Customer service over the phone and online also received a respectable four out of five stars. However, the customer comments were mixed. One told us: 'It takes forever to get through to them,' while another simply stated: 'Poor experience.'
But we also heard much more positive reflections, including: 'Great customer service' and 'they have always been pleasant and polite and we have never had any cause for complaint.'
Helping customers understand and reduce energy use is the area that let the firm down, receiving just three stars out of five.
In our snapshot investigation in energy companies’ waiting times in September 2019, Avro was one of the slowest firms to answer emails we sent it. It took more than four days on average to respond, while the fastest firm took just 29 minutes.
If you choose to switch to Avro Energy, it will take your first payment by direct debit 21 days after you sign up (one week after the cooling-off period during which you can change your mind). This means that you could make your first payment before Avro Energy supplies your gas and electricity.
Avro Energy has not published its fuel mix yet.
Pros: Offers competitive tariffs
Cons: Doesn’t supply customers with prepayment meters.
Avro Energy electricity sources
Avro Energy hasn't yet published data about where it gets its fuel as it's too new.
Avro Energy in the news
June: Ofgem confirmed that Avro became a 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 turn ‘dumb’ 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.
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