Green Network Energy began supplying customers in the UK in 2016 and stopped trading in January 2021. If you are among its 360,000 customers then you are now a customer of EDF Energy.
Energy regulator Ofgem chose the new supplier. EDF Energy will contact you in the coming days about the changes, including your new tariff and payments.
Your gas and electricity supply will continue as usual. Take a meter reading ready to give to EDF Energy when it contacts you.
Ofgem's advice is not to switch supplier until your new account with EDF Energy has been set up. This makes it simpler to transfer you to the new supplier and pay back your credit balance.
If you are in credit to Green Network Energy, this will be honoured. If you are waiting for a refund after leaving Green Network Energy, you will also get this back in time.
Green Network Energy was originally an Italian start-up and promised simple, affordable green energy.
Its parent company Green Network invests in renewable generation, including solar panels and biogas, in Italy.
Green Network Energy came joint-10th out of 25 energy companies included in our survey in England, Scotland and Wales. We asked 7,460 members of the public to rate their energy firm in the annual Which? energy companies customer satisfaction survey.
It was the cheapest at the time, but I think there are cheaper companies now.
It is easy to deal with.
The graphic below shows the breakdown of Green Network Energy’s scores from our latest survey.
Green Network Energy ranked slightly higher overall this year versus last year. It compares well against other energy firms, although it’s not among the very best-loved by customers, according to our survey results.
Customers rated it as good on two aspects of its service and fair on two.
The accuracy and clarity of its bills are Green Network Energy’s highest-rated areas, for both of which it achieved four out of five stars. The best companies were rated five stars for bill accuracy but none of them were awarded five for clarity. Customers of 11 other firms in our survey rated their supplier the four stars for bill clarity.
Customers also rated Green Network Energy as fair for value for money. This is an important measure, as looking for a cheaper deal is the most common reason why customers switch energy supplier in general.
We didn’t receive sufficient responses from customers to rate Green Network Energy’s complaints handling. However, official data shared with energy regulator Ofgem reveals that it received relatively few complaints in the first half of last year compared with other suppliers included in our survey.
It wasn’t the fastest to resolve them, though. Green Network Energy only solved two fifths of complaints on the same day or next working day. The best firms managed 90% or more. However, it had resolved the majority of complaints within eight weeks.
In our survey it was one of the companies with the most customers who said they hadn't experienced problems with their energy provider in the previous 12 months.
It gives me the information I need to know: how much gas and electricity I've used, and a comparison with the same period a year ago.
It is very slow to respond to communications, especially by email.
When we included Green Network Energy in our September 2020 snapshot investigation into energy companies' customer service response times, it picked up in 7 minutes 49 seconds on average, which was slower than the median average of all the companies we called (5 minutes 57 seconds).
But there were several firms that took over twenty minutes to answer and one, Boost, answered its calls after an average wait time of over 40 minutes.
Green Network Energy doesn’t offer live chat, so we tested its email response time instead. It took three days and 22 hours to reply to us, on average, making it the third slowest responder for the 12 companies we contacted in this way.
Pros: Bills are good for accuracy and clarity; according to customers
Cons: Quite slow to answer the phone and emails
March: Green Network Energy signed an agreement to become the energy provider for all Italian Embassy sites in the UK.