Energy company reviews
By Sarah Ingrams
Article 7 of 33
Ebico is a not-for-profit energy company that supplies more than 60,000 households. Ebico says its mission is to help those affected by fuel poverty.
Ebico has no shareholders, and the profits it makes are given to projects that help people affected by fuel poverty.
Ebico’s Zero tariff has no standing charge, so you only pay for the electricity and gas you use. Its prepayment meter tariff does have a standing charge.
Energy company Robin Hood Energy now supplies energy to most Ebico customers.
You can find out how Ebico's prices compare with your current deal – use Which? Switch to find the cheapest gas and electricity.
Ebico customer score
Ebico came in joint 4th with Tonik Energy out of 30 energy companies rated by 7,429 members of the public in the annual Which? energy supplier satisfaction survey – the biggest of its kind.
Octopus Energy was in first place and Solarplicity came in last.
Ebico score breakdown
Below we show the breakdown of Ebico's score from our latest survey. Keep reading for our expert verdict on Ebico, and to find out why its customers rated it as they did. You can also find out more about Ebico's fuel mix.
Find out how Ebico compares with other energy companies – click to see the full results of the best and worst energy companies.
Which? verdict on Ebico
Ebico customers awarded it five stars out of five for both online customer service and value for money.
Its first and most successful tariff – Ebico Zero – has one unit rate, no exit fee and no standing charge. This is a very simple tariff structure and means you only pay for what you use, which may be why Ebico gets such good star ratings.
Ebico Zero could be of particular benefit if you don't use lots of energy, or are a second-home owner.
Ebico now offers five energy plans, including tariffs for Economy 7 users and prepayment meters.
Customers also like its online customer service, with many rating it as excellent. One customer said: 'They reply within a reasonable period of time to problem reports.'
Both billing accuracy and clarity scored a respectable four out of five stars. The 'simple' process of uploading meter readings online and paying for what you use seemed to be popular with customers that took part in the survey. One explained: 'They email me when a charge is due and ask for meter readings, which I provide online so there is never any problem with charge accuracy.'
Ebico doesn’t produce the energy it sells, but works in partnership with Robin Hood Energy. Robin Hood supplies its energy, reads customers' meters, sends bills and collects payments. SSE was its previous supply partner up until March 2017.
Unfortunately, we did not receive enough responses to rate its complaints handling or how it helps customers to understand and reduce energy use.
Last year, after undergoing some big changes, Ebico came mid-table.
Ebico was slow to fix complaints in the second half of 2018:
- Just 24% of problems were resolved within two working days.
- Only 57% were resolved within eight weeks.
In our snapshot investigation into energy companies' customer waiting times, Ebico took less than a minute to answer the phone on average, putting it among the fastest firms.
It was similarly responsive by email, taking just 43 minutes to respond on average – although one company (So Energy) was even speedier, replying in just 29 minutes on average.
Pros: Simple unique tariffs, cheap for low energy users
Cons: Slower than other companies to fix complaints
Ebico electricity sources
Ebico in the news
February: Ebico announced a £169 price rise for customers on its standard variable tariff. The increase will take effect on 1 April – the date the government’s price cap increases.
Customers’ bills will increase 16% over a year. However Ebico’s standard variable tariff is still cheaper than the maximum permitted by the price cap (by £27 per year).
March: Ebico increased the price of its Ebico Zero tariff. This added an extra £60 to customers annual dual fuel bill, on average (a 5% increase).
It said ‘over the past few months the wholesale cost of both gas and electricity have been rising and we are now being forced to increase the price’. Customers on other Ebico tariffs were not affected.
November: Ebico launched its Night Owl energy plan. It offers a zero-priced night-time electricity rate to homes with Economy 7 heating, which if used correctly could mean you get free electricity.
February: Ebico announced that Robin Hood would be its sole supply partner. This ended its partnership with SSE – Ebico said its 'strategies no longer align'. As a result it replaced its EquiGas and EquiPower tariffs with EbicoZero, which Ebico said will be cheaper for 90% of customers. Customers can choose to remain on the Equi tariffs and switch to SSE.
January: Ebico announced a partnership with Robin Hood Energy to offer a new prepayment meter tariff, which it claimed to be 8.5% cheaper (for an average user) than Ebico’s existing tariff.