Robin Hood Energy
Update September 2020: Robin Hood Energy has been bought by , and all of its customers will be moved onto British Gas tariffs in the next few months. If you're a Robin Hood Energy customer, see Robin Hood Energy in the news (below) for more information.
Until September 2020, Robin Hood Energy was owned by Nottingham City Council and said its ambition was to make energy more affordable for all and tackle fuel poverty.
Since 2019, Robin Hood Energy has only sold tariffs backed by 100% renewable electricity. It sells a range of tariffs, fixed and variable, including pay-as-you-go tariffs and ones only for Nottingham residents. Some of them are competitively priced.
Robin Hood Energy buys and supplies gas and electricity to the customers of these local firms, as well as providing customer service. The councils create and market their brands and get commission from Robin Hood for signing up new customers.
Prepayment meter customers can get emergency credit if your meter runs out at a time when you can't get to a shop to top up.
Robin Hood Energy customer score
Robin Hood Energy score breakdown
Below, we highlight more details about Robin Hood Energy’s scores from our latest survey. Scroll down to find out what Robin Hood Energy's customers really think of it, including how accurate and clear its bills are, and whether it offers value for money.
Which? verdict on Robin Hood Energy
Last year, Robin Hood Energy was second in our table, so this year’s result is a big change.
While its ratings for bills and value for money are good, 80% of customers told us they were satisfied overall with it and 9% dissatisfied. This is broadly line with the average across energy firms included in our survey, of 77% satisfied and 8% dissatisfied. The best firms had more than 90% of customers who were satisfied.
Meanwhile 11% of customers said they would not recommend Robin Hood Energy, compared with 9% on average across firms included. These stats help explain its fall down the table.
On the plus side, customers were more positive about its value for money than other companies with similar customer scores. Robin Hood shares its position with . This prepayment meter-focused firm scored an average three stars for value for money, while Robin Hood achieved four.
Customers’ feedback also resulted in Robin Hood Energy scoring a respectable four stars for the accuracy of its bills, and how clear and easy customers find them to understand.
While some customers appreciated the friendly service they got from Robin Hood Energy, we also received some feedback about long call-waiting times.
Public data from Ofgem on complaints shows that Robin Hood Energy received relatively few complaints in the first six months of last year, but wasn’t the fastest to deal with them.
It solved just 47% of its complaints on the same or next working day between April and June 2019. The best companies manage more than 80%. However it had solved all of them within eight weeks.
Robin Hood Energy customers get an online account and paperless bills, which it says help keep costs down and make information accessible to customers at all times.
When we included Robin Hood Energy in our snapshot in 2019, we found it was quick to respond to queries by email/online form, typically getting back to our undercover researchers in less than a day. It also answered the phone in just over a minute. While the fastest firm managed just 38 seconds, the slowest took more than 20 minutes on average.
Pros: Faster than average to pick up the phone
Cons: Lacklustre customer score