Ecotricity

This is the first time we've included Ecotricity in our energy companies survey. It did so well that we've named it a Which? Recommended Provider. 

It's also been a Which? Eco Provider since we launched our Eco Provider assessment in the energy market.

Ecotricity was set up in 1995 and claims to be the world's first green energy company, introducing green energy to the market. 

It's a not-for-dividend company, which means it invests customers' 'bills into mills', building solar parks and wind turbines. It's currently building a green gas mill to make gas from grass.

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Ecotricity score

We combine the results of our customer survey with an in-depth assessment of companies' behind-the-scenes practices and policies to give you an overall view. 

Take a look at our table below to see our score breakdown for Ecotricity:

Here's how Ecotricity's customer and policy assessments break down:

To find out how Ecotricity compares with other energy firms, see our full results of the Best energy suppliers for 2024.

Ecotricity customer review

Ecotricity's customer score is among the highest, based on responses from customers in our latest annual Which? survey of 9,025 members of the general public.

It was rated good in two areas:

• Overall customer service
• Quality of its communications about energy costs. 

Ecotricity received fair (three-star) ratings on all other areas. But on all-bar-one of these, no firm gained a higher rating.

A satisfied Ecotricity customer said: 'They are straightforward. There is only one tariff and it's the same for everyone. No nonsense.' Another told us: 'I like the way they operate – honestly and with integrity. They are trying to change the landscape.'

Ecotricity is a Which? Recommended Provider (WRP) for the first time after passing our tough assessments. In previous years, we haven't been able to survey enough of its customers to calculate a customer score. 

Find out more about how firms become Energy suppliers: Which? Recommended Providers.

Which? verdict on Ecotricity

• Pros Good customer ratings for overall customer service and quality of communications about energy costs; second-highest rating in our assessment of firms' behind-the-scenes customer service; Which? Eco Provider
• Cons One of the least successful firms in meeting its latest smart meter installation targets

Our Ecotricity supplier assessment

In October 2023, we looked at four aspects of suppliers' business practices and procedures: 

• Customer service, including how and when you can get in touch, and the quality of self-service help online
• How well they deal with complaints: how many complaints suppliers get and how quickly they resolve them
• Supporting customers who need it, including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters and those who need materials in languages other than English 
• Smart meter targets performance in 2022 (the most recent).

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

Ecotricity had the joint-second-highest score in this assessment, with Shell Energy. Only Utility Warehouse scored higher.

It achieved full marks for how it supports customers who need it. This includes making services available in a range of languages (it works with an external provider to offer customer service in 185 languages besides English), its website meeting accessibility guidelines, and its provisions for prepayment customers.

Ecotricity also scored well for customer service.

On the downside, it got zero points for its performance against smart meter targets in 2022 (the most recent). But it wasn't the only firm to miss out on points here, and was joined by Boost and Ovo Energy.

Ecotricity customer service

Customers are happy with Ecotricity's customer service. It was one of five firms to score four stars out of the 16 in our survey. Just one firm achieved the full five stars: Octopus Energy.

When we looked behind-the-scenes at its customer service set-up, Ecotricity's score was almost the highest. It doesn't yet offer a full live chat service, but its range of ways to get in touch are monitored until 7pm weekdays and on Saturday mornings. Its self-help information online covers key customer questions.

Ecotricity customer support fund

Customers who are in debt or struggling to pay may be offered help when they contact Ecotricity. This can take the form of goodwill credits or the writing-off of debt, if they meet the criteria.

Ecotricity common complaints

In our survey, 7% of Ecotricity's customers said that they had made a formal complaint in the past 12 months. This is higher than Octopus Energy's 2%, but lower than Boost's 18%.

On its website, Ecotricity says that billing and meter readings are its top causes of complaints.

Does Ecotricity support prepayment meters?

Yes. Here's what you need to know:

• If you have a traditional key or card prepayment meter, you'll need to go to a Post Office, PayPoint or PayZone outlet to top up.
• If you have a smart prepay meter, you can top up using its automated phone line, in your online account, Ecotricity's app or by text message.
• Emergency credit is available of up to £10 per fuel.
• There are friendly credit hours (when your supply won't go off if you run out of credit) between 5pm and 10am Monday to Friday, all day Saturday and Sunday and bank holidays. You'll pay back what you've used when you next top up.

Friendly credit and emergency credit options are the same, whether you have a smart meter or traditional meter. 

Find out whether prepayment energy is right for you.

Does Ecotricity sell renewable energy?

Yes. It's one of four energy companies we named a Which? Eco Provider in 2023.

Ecotricity started offering 'green gas' in 2010, which is biogas it generates from grass. It offsets the carbon emissions from the rest of its gas supply, making it carbon neutral, and launched a 100% green electricity tariff for all its customers in 2013.

Ecotricity generates 39% of the renewable electricity it sells itself and buys another 42% directly from renewable generators.

In August 2023, we asked energy companies for information on a range of sustainability criteria. We awarded them points based on their responses as well as information published on their websites, including the annual Fuel Mix Disclosure (FMD). Aspects we scored included how much of the electricity they supply is renewable and whether they generate renewable energy or buy it directly from generators.

Ecotricity told us: 'Our "bills into mills" angle is very important – unlike other suppliers, we invest profit directly into building more green generation, creating the most direct route between energy bills and tackling climate change. We are also at the forefront of innovation in renewables (for example, our current green gas mill and grid scale battery "smart grids" projects).'

When we compared energy companies on their green credentials in November 2023, Ecotricity scored 70%. This puts it in joint-second place in our table of the 17 companies we rated.

Find out more about the differences between energy companies’ renewable electricity and how Ecotricity compares with others.