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1 October 2020

Robin Hood Energy

Robin Hood Energy is a not-for-profit energy company, owned by a local authority, that claims to do things differently.  
Robinhoodenergy logo 470943
Sarah Ingrams

Update September 2020: Robin Hood Energy has been bought by British Gas, 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. 

It also partners with councils across Britain to set up local energy firms. These include Angelic Energy in London, Great North Energy for Yorkshire, and Ram Energy for the Midlands. 

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.

Robin Hood Energy is also the supply partner for Ebico.

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.

You can find out how Robin Hood Energy's prices compare with your current deal – use Which? Switch to find the cheapest gas and electricity.

Robin Hood Energy customer score

Robin Hood Energy came joint 20th out of 35 energy firms rated by 7,355 members of the public in the annual Which? satisfaction survey, alongside Boost and Utilita.

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.

Find out how Robin Hood Energy compares with other energy companiesclick to see the full results of the best and worst energy companies.

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 Utilita. 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 customer waiting times investigation 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

Robin Hood Energy electricity sources

Robin Hood Energy in the news

September: Robin Hood Energy was sold to British Gas by its previous owner, Nottingham City Council. It's customers will be transferred onto British Gas tariffs. If you're with Robin Hood Energy, the switch will happen with no interruption to your energy supply.

British Gas has said it will be in touch with affected customers over the next few weeks, and has promised that customers will be offered a tariff no more expensive than their current deal.

If you don't want to have British Gas as your energy supplier, you can switch away, but you should wait until the move to British Gas has been completed to avoid complications. 

If you are on a fixed-rate deal, British Gas will apply the same fixed rates until the end of your agreed term; however, if you switch away before the end of this term, any exit fees on your existing deal will still apply.

September: Robin Hood Energy failed to make its Renewables Obligation payment on time, energy regulator Ofgem announced. All suppliers must prove they have sufficient Renewables Obligation Certificates or pay into a fund.

It owed around £9.5million and Ofgem said it had not provided ‘robust assurances’ that it would meet the late payment deadline in October.

Robin Hood Energy later paid, after Nottingham City Council lent it the money.

October: Robin Hood Energy announced a 14.8% price increase for customers on its standard variable tariff, adding £155 to the bill of the average customer per year. A fifth of Robin Hood Energy's customers were affected by the price change.

Companies which partner with Robin Hood Energy are raising their prices at the same time. These include Angelic Energy, Great North Energy, Leccy, White Rose Energy and Your Energy Sussex.

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