Together Energy joined the energy market in autumn 2016 and says it now has 60,000 customers. It initially only supplied customers in Scotland but expanded to England and Wales in spring 2017.
Together Energy is based in Dunbartonshire and says it recruits more than 90% of its staff from the poorest 10% of postcodes in Scotland.
It says it offers affordable energy without compromising on service – our results reveal whether its customers agree.
Together Energy customer score
Together Energy was the lowest-ranked energy firm in our latest survey, which included 35 companies, and was rated by 7,355 energy customers in England, Scotland and Wales.
It wasn’t the only firm to score poorly overall; several firms at the bottom of the table have customer scores within a few percentage points of each other. But Together Energy’s customer score is 35 percentage points behind the top-scoring supplier, .
It also scored poorly on all aspects of service we were able to rate in our survey.
Read on to find out more about why Together Energy’s customers don’t recommend it.
Together Energy score breakdown
The graphic below shows the breakdown of Together Energy’s scores from our latest survey.
Which? verdict on Together Energy
This is only the second time Together Energy has been included in our survey, and it’s the lowest-scoring supplier this year.
It was one of only two firms to get only two-star ratings, indicating that customers consider the various aspects of its service to be poor. No companies earned one-star ratings this year.
It had the highest proportion of customers of any firm in our survey rating the accuracy and ease of understanding its bills, customer service, access to digital tools and value for money as very poor.
Based on our survey results, Together Energy needs to do more if it wants to impress its customers.
Together Energy claims to have the ‘simplest bills in the market’. However 14% of its customers in our survey told us that the accuracy of its bills was very poor. No more than 7% of any other supplier’s customers said this, and the average across suppliers included in our survey was 1%.
On value for money, some 16% said it was poor or very poor value, while 69% felt it was good or very good value. That might sound reasonable, however the best firms had more than 90% of customers say they were good or very good value for money, and less than 10% consider them poor or very poor value.
This is despite Together Energy saying that it has always offered the cheapest two and three-year fixed deals in the UK.
And some 31% of customers said they found its customer service very poor, compared with 10% on average across all suppliers’ customers.
Together Energy does not make its staff follow scripts, instead training them to listen to customers and ‘do what is right’. However it seems that customers often aren’t happy with the service they receive.
If you need to complain, you shouldn’t expect a speedy response according to Ofgem’s complaints data. Together Energy resolved 23% of complaints on the same or next working day between January and March last year. However it solved just 4% of complaints in the same timescale between April and June 2019.
We didn’t get enough responses in our survey to give Together Energy a star rating for how it handles complaints, however.
Be aware that Together Energy states in its terms and conditions that if it launches a cheaper fixed deal, it may not allow customers on fixed deals to switch during their contract. Or it may charge customers to switch.
If customers don’t provide a meter reading when they switch to Together Energy, or don’t remember to submit a meter reading at least every four months, it states that it could increase your direct debit in line with industry-forecasted consumption, or raise it by 20% (whichever is greater).
Its fixed deals come with exit fees of up to £50 per fuel if you want to switch before the end of the tariff.
In our September 2020 snapshot investigation into energy company call waiting times, Together Energy was the fastest company out of the 31 we called to get callers through to an actual human, taking just 51 seconds.
When we emailed it took just under 24 hours to come back with a response. That's slower than some providers, including E, which managed a reply within a speedy 45 minutes, but faster than others including Ecotricity, which took nearly five days.
Pros: Quick to pick up the phone in our snapshot investigation
Cons: Customers rate many aspects of its service poorly
Together Energy electricity sources
Together Energy in the news
September: Together Energy has acquired the domestic customer base of Bristol Energy for £14m, which has been up for sale since June.
March: The Ombudsman Energy revealed that it had seen a significant increase in the number of complaints about Together Energy in recent months.
It said that customer increases would have influenced this and billing was the main driver of complaints.
December: Ofgem appointed Together Energy to take on the 36,000 customers of failed supplier One Select.