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Flow Energy

By Sarah Ingrams

Article 10 of 25

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Flow Energy

Flow Energy is a rapidly-growing energy company which also sells smart home products. Find out if you should switch to Flow Energy.

Flow Energy says it’s an energy company ‘big enough to trust and small enough to care’. Since it launched in 2013, it has grown to supply more than 130,000 customers.

Flow also sells smart boilers and other smart home products, including smart thermostats and smart plugs.

In May 2018, Flow's energy supply business became part of Co-operative Energy. Read on to find out more.

Can you save money by switching to Flow Energy? Compare gas and electricity prices to see how Flow’s compare with the rest of the market.

Flow Energy customer satisfaction

Flow Energy came second out of 31 energy companies rated by 8,761 members of the public in the annual Which? energy customer survey.

Its customers rated it considerably higher than customers of bigger, rival firms. Co-operative Energy, which is set to buy Flow Energy, is ranked much lower by its customers, coming 19 out of 31 firms in our survey. But it's not yet clear how customer service will be affected by the sale.

‘We have saved considerably compared to our last utility provider and found Flow customer service to be excellent and very efficient and friendly.’

Flow Energy customer

Flow Energy score breakdown

The graphic below shows the breakdown of Flow Energy's score from our latest survey.

Scroll down to read the full Which? verdict on Flow Energy, plus which smart home products it sells.

Find out how Flow Energy compares with other energy companiessee the full results of the best and worst energy companies

Which? verdict on Flow Energy

Flow Energy has crept up the rankings from its joint fourth position last year. This year, three quarters (75%) of Flow Energy’s customers told us they’re very satisfied with it. This is the highest percentage of any of the 31 energy suppliers included in our survey.

Plus it was one of just three firms to score the maximum five stars in three areas of our survey. The other two firms were Utility Warehouse and Ovo Energy.

‘Flow quickly dealt with the issues raised and kept us informed of the progress.’

Flow Energy customer
Previously a Which? Recommended Provider (WRP), Flow missed out this year because it scores below average in our performance assessment. Find out what it takes to become an energy Which? Recommended Provider.

Though Flow has one of the lowest levels of complaints per 1,000 customers in the first half of last year, it’s not the speediest to resolve them. Just 15% were completed within two days in the first three months of 2017.

All of Flow Energy’s tariffs come with 50% renewable electricity. You can ‘upgrade’ this to 100% for around £31 extra per year (for the average user).

‘It send emails with ideas that could reduce your bills and offered to replace my boiler with a more efficient one.’

Flow Energy customer

Flow also encourages customers to fit smart home products, including smart thermostats and plugs. These allow you to control your heating remotely and track your energy use and costs to help you see how to save money. 

Some of its Flow boilers are connected to the internet, so problems can be diagnosed and repaired remotely.

Pros: Low levels of complaints, all tariffs have 50% renewable electricity

Cons: Not the speediest to resolve the complaints it does get

Flow Energy electricity sources

Flow Energy in the news

2018

October: Flow Energy announced its second price rise of 2018. Customers on its standard variable tariff who use a medium amount of energy will see their gas prices increase by 14.8%, and their electricity prices increase by 6.9%, on average. Overall this will add £115 per year to customers' bills.

The price rise will apply from 11 November.

Flow said that wholesale prices had continued to increase since its previous price rise 'meaning that to ensure we can continue to provide our customers with the service that they deserve, we have had to increase our prices again'.

July: Flow Energy announced it’ll raise prices for customers on its variable tariff from 20 August. The 7% increase on dual-fuel prices will see customers pay £72 extra per year, on average.

It blamed wholesale price rises of 32% since April 2017 for the increase.

May: Co-op Energy completed its acquisition of Flow Energy. Flow Energy will still operate as a separate brand, but as part of Co-op Energy. Customers’ fixed price contracts will be honoured.

April: Flow Energy will be bought by Co-operative Energy for £9.25m, the company announced. In a statement, parent company FlowGroup said the sale of its energy supply business was the ‘only realistic course of action’ in the face of the government’s price cap, fierce competition from newer firms and increases in wholesale energy prices. Shareholders will vote on the sale later this month.

2017

May: Flow Energy was up for sale in spring, until Flowgroup secured funding from a US investment firm to grow the energy firm’s customer base instead. Investment firm Palm Ventures said it will raise up to £29m to support Flow’s growth. Its ambition is to supply one million customer accounts; quadruple its current number.

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