Vital Energi Reviews 

Thanks to Harry who fixed the problem quickly and efficiently offering various options when a return visit may have been required. Harry was also friendly, helpful and very capable leading to a great experience.

Great service from Harry Hynes and Daniel Wells. They arrived on time and completed the job efficiently. Very friendly and gave extra advice and help when asked. Provided a service above and beyond what I expected. Would highly recommend both these gentlemen!

Michael the engineer from Vital came this morning to finally get all the wiring and thermostats working correctly for the floor heating. After 3 months and having lots of different operators not being able to fix the concerns. Particularly the electrician left wires hanging unprotected and also wired everything up incorrectly.
Michael knew exactly how to fix everything and the floor heating is wired up correctly pipes are marked correctly and thermostats we are able to correctly setup up for whatever rooms we want the heating to work in. Thank you Michael you have been the STAR ⭐️ of all this.
I also want to point out to Vital that because all was NOT correctly setup it has cost us a lot of extra pounds to try and stay warm.
Your customer Service on the phone are great when you finally can get onto them. There were days when I waited to be connected to an operator for over an hour or so. Obviously you need more staff to make this a better customer experience.
Again thanks Michael you really know your profession.
Maro & Amelie (Preece)

Daniel W was incredibly helpful, kind and informative. A credit to Vital.

My experience with Vital Energy was brilliant. The team of engineers who came in to do the work. Where Daniel Wells Harry Hayes and Alvin.Adiz.

I am disabled with limited mobility and the engineers came in to my property very respectfully introduce themselves outlined all of the work they were to carry out. gave me realistic time frames of when the work would be completed.

Also made sure to clean up everything in every room they used and outside of the property as well. Very professional.

The work was carried out over a two day period.

Really nice friendly team.

Dan and Harry were very friendly, professional and knowledgeable. They were on time and did an excellent job. They resolved my heating problems and made me a very happy a d satisfy customer.

Fantastic service by both Harry Hynes and Daniel Wells, very responsive and professional yet polite, friendly and very down to earth. Super knowledgeable as well, Daniel called me the night before to check the issue and both Daniel and Harry came first thing in the morning the next day to make sure the issue was sorted. They are both a real credit to the team!

Great customer service on phone

If I could I would give it 0 I’ve been without heating and hot water for many months so I’ve reached out to their company. No help what so ever very rude staff and did not care for my needs , I have tried to speak to managers however I’ve been told that they are busy. I am very disappointed and appalled, the only time I got through they said they could not locate my postcode. 0/10

I am an elderly customer. I have never been so poorly treated in my life.
There is never anyone available to help me and my heating has been off for over a week. The staff, especially the managers are so apathetic, they don't care at all. I'm horrified by the service.

Customer Service is good. They checked the details of an old bill and make responding refund to me for incorrect payment.

Ozkan seemed to know what he was doing. A week later we still have hot water. By and large Vital have been impressive. A welcome change from previous contractors.

I've been having hot water problems for 1 year or so with shower, and Sean Robinson managed to fix it twice quickly (after others misdiagnosed the issue)

The helpline always tends to think it's my shower, some other engineers think so too. But it's actually the heat exchanger device getting old and has build ups, should hopefully be replaced soon (as this problem is recurring)

Sean diagnosed the problems quickly and was able to fix it in 10-15 mins, great engineer! And explained the problem to me so I understood better for future. Many thanks!!

Ellie delivered prompt response and update to me. Much appreciated and would like to express my thank here

Ozkan,is the best person you sent today ,for to minutes he is focusing ot hav to do, at naw is working perfectly!! RESPECT!❤️❤️❤️

Excelente job very professional well done Daniel wells

Vital Energi has to have some of the worst customer service we have ever received. We have not had hot water for 35 days. We have had two engineers to our home and no updates between unless I persistently chase them for a reply. The second engineer said he would order a part and they would be in touch when it was in. I gave them a week before chasing them. That was last Thursday and they are not able to confirm if the part has been ordered or what the status of fixing the issue is. In the meantime, we are having to take cold showers in November. Unfortunately, we live in a block of flats so we do not get to choose our provider, but we would not be staying with Vital Energi if we had the choice.

Update: after chasing them three times to get a straight answer, they have confirmed that they have not ordered the part in the two weeks since the engineer visited and there is still no solution in sight.

Fantastic work as usual amazing person always helping with everything 10/10 wish I could rate higher.

I couldn’t be happier with the service I received from Daniel Wells at Vital Energi. He was incredibly helpful in resolving a persistent heating issue in our apartment. Not only did he fix the problem efficiently, but he also went the extra mile to create a user-friendly guide for the central heating controller. Daniel’s clear communication, his very evident technical know-how, and his friendly demeanour made the whole experience stress-free. I highly commend him for his professionalism and am ever grateful to him for solving a longtime heating concern my partner and I have had in the apartment.

Unhelpful, Inaccessible, and Difficult Company

My experience with Vital has been frustrating, stressful, and financially burdensome. As a long-time customer of various energy suppliers, I’ve never encountered issues like those I’ve had with this company. I have so far been charged for 7 months of heating at a flat I am not living in despite the new tennants and myself trying to resolve the issue.

To make matters worse, I am both dyslexic and neurodiverse, and I’ve generally found systems at major energy suppliers like Scottish Power, Octopus, and British Gas accessible and supportive. With Vital, however, the processes have been challenging and unaccommodating. Here’s what I’ve experienced:

Inaccessible Documentation: After notifying them in June that I was moving out (as I was relocating and now rent my flat out), they sent me a rude email demanding I complete a form as a PDF – a format I couldn’t edit or fill out. They stated they wouldn’t be liable for costs I incurred in the meantime, which felt dismissive and inaccessible.

Lack of Accommodation: When I asked if they could send the form in an editable format, they refused, citing reasons that didn’t make sense that the person could amend the form? A web-based form or similar accessible solution could have been a logical choice.

Communication Gaps: They later claimed they weren’t aware I had moved out, despite clear communication from my end. This has led to months of billing issues, with no resolution.

Tone and Responsiveness: The tone of their emails has been consistently rude, placing the blame on me while I’ve now been paying for heating in a property I haven’t lived in for seven months. Attempts by the new tenants to resolve the issue were also dismissed.

Failed Solutions: Eventually, they offered to mail the form – which again was unhelpful, as I am currently outside the UK.

I’m genuinely concerned about how they handle accessibility issues for people with even more complex needs, especially the elderly as we move into winter. I hope Vital can reach out to assist me in resolving these issues and update their processes to better support customers in situations like mine.