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Flow Energy

What are the key things I need to know about Flow Energy?

Flow Energy says it is a different kind of home energy company. It offers three things:

  • pink tick low prices on home energy
  • pink tick advanced heating systems in the form of smart boilers that offer exceptional reliability and efficiency and can be controlled using your smart phone
  • pink tick a range of intelligent products such as smart thermostats and smart plugs that save you money, give you more control and keep you safe.

Flow Energy says that this combination will help you to save money, time and energy so you have more to spend on the things you really care about.

Flow Energy also says it offers excellent customer service, clear information and short call waiting times. Flow Energy says that the reason its customer service is so different to what you might expect is because of its staff. It says every member of the team shares the same quality: they care about people.

Flow Energy says it believes in acting ethically. It works with its local community, with schools and charities. It also supports Flow team members with their own charitable projects.

In 2017, a Which? survey of 23 energy companies in England, Wales and Scotland ranked Flow Energy fourth out of 23 for customer satisfaction. The survey looked at customer service, value for money, the accuracy and clarity of bills and how well the company helps you to save energy.

Watch this video for more key information on Flow Energy including their free boiler offer.


What’s the history of Flow Energy?

Flow Energy was founded in 2006. It started supplying UK homes in 2013. At the end of 2015 Flow Energy was supplying more than 100,000 home energy customers. This means it is considered to be one of the emerging set of smaller suppliers challenging the Big Six energy suppliers.

Flow Energy has its research, development and training facilities in Cheshire and its customer service and energy operations in Ipswich. It also has teams of scientists, engineers, customer service managers, marketers, energy traders, HR professionals, IT professionals, compliance professional and Gas Safe registered installers around the country.

Flow Energy is part of Flowgroup PLC, an energy services company listed on the AIM exchange on the London stock market.


How do I contact Flow Energy?

Flow Energy says that the easiest way to get an answer to your question is to use the FAQs section on its website. You will find this at www.flowenergy.uk.com/help/faqs/.

If you would prefer to speak to someone you can call 0800 092 0202 (+44 2038 417 710 from overseas). The lines are open Monday to Friday 8:00am to 8:00pm. To save you time waiting for your call to be answered, Flow Energy suggests you try to call during a quieter period. It says these are Tuesdays, Thursdays and Fridays, between 10:00am and 12:00pm and between 2:00pm and 4:00pm. Flow Energy says that it’s busiest days are Mondays and Wednesdays.

If you would like to contact Flow Energy by email, you can use the form at www.flowenergy.uk.com/help/.

Flow Energy is also on social media. Its Facebook page is www.facebook.com/FlowEnergyUK/. It is on Twitter at https://twitter.com/@FlowEnergyUK

Emergencies

If you suspect there is a gas or carbon monoxide leak, the number to call is 0800 111 999. If you have got a problem with your electricity supply, you need to contact your local electricity network operator. You will find all the telephone numbers at http://www.flowenergy.uk.com/help/emergencies/.

Complaints

If you have a complaint, you should call 0800 092 0202. Lines are open from 8:00am to 8:00pm Monday to Friday (except bank holidays). If you need to contact Flow Energy outside these hours, you can leave a message or email complaints@flowenergy.uk.com. Alternatively you can write to Flow Energy at North Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN.

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What help does Flow Energy offer me if I’m on a low income or in debt?

Flow Energy says that if you cannot pay your bills, it will try to help you and offers several solutions. These include:

  • pink tick asking you to pay for your energy using a prepayment meter. It says you may have to pay higher charges if you switch to a prepayment meter. It may also charge you for the installation
  • pink tick asking you to pay a deposit as a security for Flow Energy to supply gas and/or electricity to you.
  • pink tick moving money between contracts or accounts to pay off what you owe.
  • pink tick using your deposit to pay off what you owe.

If you do not pay your Flow Energy gas or electricity bill when you are asked to, Flow Energy can start to charge interest on what you owe at 3% a year above HSBC Bank’s current base rate. It can start to do this from 28 days after it sent the original bill to you.

Flow Energy also points customers in financial difficulty to support and protection agencies who will be able to offer advice and information. These include:


Is Flow Energy part of the Warm Home Discount Scheme?

The government’s Warm Home Discount Scheme gives eligible people a £140 discount on their electricity bill between October and April. You are automatically eligible for the scheme if your energy company is part of the scheme and you get the Guarantee Credit element of Pension Credit. You may be eligible if your energy company is part of the scheme and you are on a low income or you get certain means-tested benefits.

Flow Energy is not part of the Warm Home Discount Scheme. It says it cannot afford to be part of it.

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What fuel sources does Flow Energy use?

Between April 2015 and March 2016 Flow Energy got its electricity from the following sources in the following proportions.

Fuel TypeFuel Percentage
Coal18.90%
Natural Gas32.70%
Nuclear12.90%
Renewables28.30%
Other Fuels7.20%

It gives its CO2 emissions as 290g/kWh and its high level radioactive waste as 0.007g/kWh.

What are the current Flow Energy gas and electricity tariffs?

Tariff NameVariable TariffFixed Rate TariffExit Fee
Flow Fixed July 2018NoYes£30.00 to 10/05/2018
Flow VariableYesNoNo exit fees

Last Updated: 02/08/2017