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Energy company reviews

Engie

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Engie

Engie says it offers a ‘fairer, smarter, greener way’ to get energy and make savings. But is it the right gas and electricity firm for you?

When Engie started supplying homes in May 2017, it was the largest company to enter the UK domestic energy market in 15 years. But now it’s part of Octopus Energy, which bought it in January 2020.

If you’re among Engie’s 70,000 customers, you will be transferred to Octopus Energy over the next few months.

Formerly called GDF Suez and founded in France, Engie is a global energy supplier and generator, and owns a hydropower station in North Wales.

All of Engie's tariffs are backed by 100% renewable electricity. It also offers a tariff for electric vehicle owners, and sells EV charge points. 

Its ‘Rate Rollover Promise’ meant that customers were automatically put onto its cheapest comparable deal when their current tariff ends, it claimed.

Read on to find out what customers think of Engie and buyer Octopus Energy. Use Which? Switch to compare gas and electricity prices to find out whether you could get a good-value deal.

Engie customer score

Engie came joint 9th out of 35 energy companies in England, Scotland and Wales, rated by 7,355 members of the public in the annual Which? energy companies customer satisfaction survey.

It shares its position with three other firms: Bristol Energy, Co-operative Energy (now also part of Octopus Energy) and Ovo Energy.

Although these four achieved the same customer score, their star ratings, revealing what customers think about different aspects of their service, were not identical.

Engie and Ovo Energy didn't do as well for the accuracy of their bills as Bristol Energy and Co-operative Energy, but were rated better for bill clarity than Bristol Energy.

Octopus Energy, which Engie’s customers are now being transferred to, ranked better than all of the above. It finished top of the 2020 Which? energy companies satisfaction survey. Find out more about what customers think of Octopus Energy.

Engie score breakdown

The graphic below shows the breakdown of Engie’s scores from our latest survey.

Find out how Engie compares with other energy companies included in our survey. See the full results of the best and worst energy companies.

Which? verdict on Engie

Engie compares well against other energy firms included in our survey this year. Although we weren’t able to rate all areas of its service, those we were able to assess were generally good, according to the feedback received from its customers.

Both the accuracy and how clear its bills are were rated fairly well by customers, although it didn’t achieve an excellent five stars for bill accuracy, unlike similarly ranked firms.

However its four-star rating for bill clarity puts it among the best – no energy company managed a five-star rating on this aspect this year.

Value for money is the other area for which Engie achieved a good four-star rating. Its promise to put customers automatically onto its cheapest deal at the end of their fixed deal may have contributed to this.

Customers were less impressed with Engie’s digital tools, however. It provides an app, through which you can submit meter readings, view your account and payments, as well as an online account. But customers considered its digital tools ‘fair’ overall.

We didn't receive enough responses to rate Engie’s customer service or how it handles complaints.

However, our undercover customer waiting investigation in September 2019 found that Engie was one of the slowest firms to respond when we submitted queries via its online form. It took more than four days on average to respond, while the fastest firm took just 29 minutes.

When it comes to complaints, official data shows that Engie had among the lowest levels of complaints of any firm we checked in the first three months of last year – but far more in the next three months.

Between January and March 2019 it solved just two thirds of complaints on the same day or next working day. But even though it had more complaints between April and June, it solved 90% in the same timescale.

Pros: Customers find it good value for money with good bills

Cons: Not the fastest to respond to emails

Engie electricity sources

Engie in the news 

2020

January: Engie announced that it had decided to leave the household energy supply market in the UK. Instead it plans to focus on its business and local-authority customers. Octopus Energy bought its 70,000 customers.

2019 

September: Engie had to pay £2.1million after energy regulator Ofgem found that one of its traders manipulated UK wholesale gas prices. Ofgem said that a trader increased prices to boost the firm's profits for three months in 2016.

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