Switch2 Energy Reviews 3.318

Great customer assistance

The customer service representative was very kind and assisted me with everything I needed.

I just got off the phone with such a lovely woman she was so so helpful and so kind, I needed help with a problem that was a big weight off my shoulders and she was just so kind. I'm very grateful so thank you!!
Love this company

Perfect explain n sorted out straight away

My enquiry was dealt with in a professional and efficient manner by the agent I spoke to.

Nice talking to customer service Emma her customer service skills is excellent

I couldn’t have had more help and courtesy. Extremely professional, and patient!!

Great! Got to the resolving the issue straight away

Helpful.when i spoke to them got an appointment very quick

Leah was very helpful and I was able to add credit to the meter instantly. Thanks Leah for a great service. I used the call back option and was called back within the hour

Polite friendly approachable engineer's
Prompt callout response
Knowledgeable engineer that answers any questions asked.
Cleans and tidys before leaving
Highly recommend switch 2
Thank-you John Billingham switch 2 engineer.

Called me back promptly. Very polite and helpful.

Count yourself lucky if Switch2 only takes care of your building's energy metering and billing in which case you're in for a just about acceptable experience. If your building management decided to also choose Switch2 Energy to do the maintenance of your Heating System/Network then oh boy you'll be in for a ride...

Switch2 was the contracted heat network operator for the Morello Estate in East Croydon (4 blocks, ~400 apartments) from end of construction in 2016/17 till August of 2025. Meaning they were responsible for maintaining the entire heating system from the central boilers and all the distribution pipes to the HIUs (Heat Interface Units) in each individual apartment, alongside the metering and billing. I myself lived on the estate from Oct 2020.

During the 5 year period that I had direct interaction with Switch2, they never came even close to meeting their contractual obligations. In theory every HIU should have been inspected 2x a year. In practice I saw a (questionably qualified) engineer 3 times in that 5 year period and it was the same for everyone on the Estate. It turned out that this lax attitude didn't just affect the HIU but the entire heating system.

During the entire period of living in the apartment there were several outages of heating/hot water but things started to turn way worse from 2022, when in the middle of winter the boiler room was flooded after a pipe burst and then this happened again the following winter.. leaving us without heating for several days until a provisional plant was set up.

At the same time more and more pipes all around the estate started to visibly show rust having finally rusted through fully from the inside. In 2024 the shit then really started to hit the fan, with more and more leaking pipes all over the estate and the first major hot water pipe bursts that flooded entire floors, the flooding was of course also associated with widespread damp and mould formation, luckily mostly in the common areas but also several apartments were flooded. It was at this point that it became impossible to miss that Switch2 had been improperly managing everything from the start by not impregnating the pipes to avoid corrosion and had basically been doing as close to 0 maintenance as possible, which now means that almost all hot water pipes will have to be fully replaced less then 10 years after construction.

It was at the start of 2025 that the building management, belatedly, lost trust and cancelled the contract with Switch2 effective at the start of August 2025. There are ongoing discussions about legal proceedings against Switch2 to recoup damages which run into the millions of pounds. I'm in the lucky position of "just" being a long term Tenant and not an Owner because, as you can imagine, this whole ordeal (among some other issues but this definitely being the biggest one) has had a disastrous impact on the market price. If you manage to sell your apartment at all, recent sales have completed at prices up to 20% below those when first bought in 2016/17 while prices in the area have gone up by at least that much since then. Many people have seen sales fall through because banks refuse to provide mortgages as one of the effects of all the issues is that the Service Charge has gone up 2.5x (~£5500/year for a 2 bedroom or close to £10/sq.ft./year) since construction.

My advice:

If you're contemplating contracting Switch2 to do the maintenance of your heating system: DONT

If you or your building management has already done so: Get the entire system checked thoroughly by an independent company and if you see the same/similar issues, cancel contracts ASAP and start legal proceedings

If you don't have any say in building management and can't get rid of Switch2 and you see the first sign of problems: Sell your apartment while you still can and feel guilty for the poor sod you sold it to, so to give you peace of mind preferably sell it to a corporation ;-),

Clear and helpful guidance to support me in closing my account.

Was very nice.
Very helpful staff

Very helpful call to answer questions about an issue with my heating, as well an enquiry about payments

Very swift and effective call handler who provided me with details on the work required and arranged my appointment easily.

The person who answered thr telephone call explained all my queries without rushing me.

I called the customer service team after experiencing issues with my heating and hot water supply. I have had to call a few times as the issue was more complicated, but each time the phone was answered quickly.

Whats more, the staff were pleasantly friendly and very helpful with dealing with my issue. A very refreshing cutomer service experience.