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We will cover frequently asked questions such as:
Flow Energy says it is a different kind of home energy company. It offers three things:
Flow claim 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 also says it offers excellent customer service, clear information and short call waiting times. 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.
As an energy supplier they believe in acting ethically, working 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 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.
Looking to reduce your energy bills? Compare Flow Energy with more than 60 suppliers
Flow Energy was founded in 2006. It started supplying UK homes in 2013.
At the end of 2015 the organisation 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 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 is part of Flowgroup PLC, an energy services company listed on the AIM exchange on the London stock market.
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 at Flow Energy 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 them by email, you can use the form at www.flowenergy.uk.com/help/.
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/.
If you have a complaint to raise against Flow Energy, 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 make contact outside these hours, you can leave a message or email email@example.com. Alternatively you can write to them at Flow Energy, North Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN.
The map below shows the location of the Flow Energy Head Office.
Flow says that if you cannot pay your bills, it will try to help you and offers several solutions. These include:
If you do not pay your gas or electricity bill when you are asked to, they 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 also points customers in financial difficulty to support and protection agencies who will be able to offer advice and information. These include:
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.
Between April 2015 and March 2016 Flow got its electricity from the following sources in the following proportions.
|Fuel Type||Fuel Percentage|
It gives its CO2 emissions as 290g/kWh and its high level radioactive waste as 0.007g/kWh.
|Tariff Name||Variable Tariff||Fixed Rate Tariff||Exit Fee|
|Flow Autumn Saver 2018||No||Yes||£30.00 to 12/09/2018|
|Flow Forget Me Not 2019||No||Yes||£30.00 to 12/09/2019|
|Flow Variable||Yes||No||No exit fees|
According to a Which survey conducted in 2016, Flow Energy were reviewed and came joint fourth in overall customer satisfaction.
The table below shows a break down of Flow Energy’s reviews.
|Performance Measured||Star Rating|
|Customer service and complaints||-|
|Value for money|
|Billing accuracy and clarity|
|Helping customers save energy||-|
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Last Updated: 19/10/2018
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