Avro Energy claims to offer low-priced gas and electricity tariffs, and it does indeed often have cheap deals. It also doesn’t charge exit fees.
Avro’s founders said they set up the firm to tackle consumer disadvantage in the energy market, particularly around 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 this is the third time it's been included in our annual energy companies satisfaction survey.
Avro Energy customer score
Avro Energy came joint 16th (alongside Flow Energy) out of 35 energy companies rated by 7,355 members of the public.
Although it didn't quite make the top 10, its customers still rate it more highly than any of the traditional 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.
Which? verdict on Avro Energy
Avro Energy’s customer score is slightly above average, and it gets relatively good ratings across the board.
Avro Energy offers tariffs for customers who want to pay by direct debit and manage their energy account online. It doesn’t supply customers with a prepayment meter.
Customers rated its billing highly, with four out of five stars for both accuracy and clarity. One customer said they thought the firm's bills were 'easy to understand', while another said 'it accurately reflects customer readings'.
It also received a respectable four out of five stars for complaints handling and value for money. Value for money was particularly impressive, with 92% of Avro's customers rating it 'excellent' or 'good' in this area, compared with 75% on average across all companies included.
It received four stars overall for customer service, too, however the comments were mixed. One customer told us they had 'difficulty getting through to a human being', while another simply stated 'poor response'. But some of the more positive reflections included 'efficient' and 'they have been very helpful'.
Digital tools, which includes digital means of contact, is the area that let the firm down in our survey. It got just three stars out of five in this area.
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.
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, who averaged wait times of over 40 minutes.
If you want a faster response, 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: Doesn’t supply customers with prepayment meters
Avro Energy electricity sources
Avro Energy has not published its fuel mix yet.