22nd May 2014
The results are in and, for the second year in a row, the Which? 'mystery shopper' research into energy supplier response times has placed Ebico on the top spot for speed of answering customer calls. We are particularly delighted with this result as it shows that, despite a huge increase in interest in our EquiGas/EquiPower tariff following the withdrawal from the market of other zero standing charge tariffs, we've still managed to maintain our high standards of customer service.
Which? conducted their research in April 2014 by making 384 calls to 16 different energy suppliers' customer service and sales numbers at set times, and each time they recorded the time it took them to get through to a human.
It took Ebico on average 22 seconds to answer a customer service call. This compares to 17 seconds in October and 21 seconds the previous year. Similarly, it took us an average 30 seconds to answer a sales call on the same telephone number. The Which? research also revealed that, with other suppliers, it could take more than 11 minutes for a human to answer their customer calls.
Some energy suppliers keep their existing customers waiting for a lot longer than potential new customers. At Ebico we believe that we should treat everyone equal so we provide one number for both sales and existing customers and aim to answer all calls as soon as possible.
To find out full results of the customer service click here.
20th January 2014
For the 6th year in succession, Ebico is amongst the top-rated UK energy companies in the Which? Customer Satisfaction Survey
At Ebico we are delighted that we are rated so highly by our customers, and would like thank all of those who took part in the survey. We work hard to deliver high standards of sales and customer service and to resolve our customer's queries as soon as possible. However, we're not going to rest on our laurels as there is always room for improvement and we'll be working hard, throughout 2014, to make our service even better.
9th January 2014
Statement on EquiGas and EquiPower prices
Last month, in accordance with our Price Promise to our customers, we pledged to pass on any cost savings, resulting from the proposed changes in government policy, to all of our customers in full before the end of March. This is how we’re going to do it.
The Government is about to launch a consultation on changes to the ECO energy efficiency programme that are expected to cut the cost of the scheme considerably. A reduction in the expected level of electricity network charges is also in prospect. We’re expecting these savings to come through from April, and that means it will cost us less to supply people with energy in 2014/15 than it would otherwise have done. So we are cutting the unit rates for customers by an average of 3.5% from 24 March 2014 - equating to a saving of £38 a year for a typical customer. In addition, all EquiPower customers will receive a £12 government rebate in the Autumn as a result of the Warm Home Discount effectively being paid for through general taxation. So, as we said last month, the overall saving equates to around £50 a year (or roughly 4%) for a typical dual fuel customer.*
In addition to cutting prices, we are pleased to announce an extension to our Price Promise. We will cap our prices at the new, lower level until at least Spring 2015, subject to there being no marked and sustained increase in wholesale energy costs, network costs or new policy-related costs. This reflects the fact that a significant amount of the upward pressure on energy bills has been removed by the Government’s action to bring down costs.
*Based on Ofgem’s industry standard annual household consumption figures of 13,500 kWh of gas and 3,200 kWh of electricity
4th December 2013
Statement on EquiGas and EquiPower prices
Following the announcement by the UK Government that it is to consult on proposals to reduce the future costs associated with the Energy Company Obligation and to facilitate other measures to reduce the cost of electricity and gas for customers, we can confirm that any resulting savings will be passed-on to EquiGas and EquiPower customers by the end of March.
On the basis of yesterday's announcement and the planned consultation, we plan to reduce the price of EquiGas and EquiPower by the end of March. The overall impact of the proposed changes should lead to a typical dual fuel customer benefiting by around 4%. This should equate to a saving of around £50 for a typical dual fuel customer*.
These changes should remove a significant amount of upward pressures from energy bills. As a result, we plan to extend our current Autumn 2014 price cap, at the new lower levels, to Spring 2015, subject to there being no marked and sustained increase in wholesale energy costs, network costs or new policy-related costs.
* Based on a standard dual fuel customer (averaged across Great Britain) using the typical annual household energy consumption levels to be adopted by Ofgem in January 2014 of 13,500kWh of gas and 3,200kWh of electricity; includes VAT.
10th October 2013
Energy price increase notification
We’ve worked hard to keep prices at their current level and delay an increase for as long as possible, but unfortunately we will have to increase the price of EquiPower and EquiGas. You can find the new prices for your area and tariff type here. The price increase will take effect from 15th November 2013.
There are several reasons for this increase, including the fact that cost of energy purchased to meet our customers’ requirements for this coming winter has been higher than it was in the same period last year. In addition, the need for investment in electricity and gas networks means that the cost of using them has increased, whilst the cost of energy efficiency programmes and support for low-carbon energy has also risen. Whilst we support the aims of these government-imposed initiatives, they do come with a cost. To read more about how the cost of government policies is passed on to consumers click here.
None the less, we know that this increase in price will be unwelcome news and that many customers will be concerned about further energy price increases, so we can promise that the price of EquiGas and EquiPower will be capped at this level until at least the autumn of 2014. There will be no further increases this winter, whereas a sustained fall in costs would allow prices to be reduced.
Whilst we know that this increase is disappointing, EquiGas and EquiPower do remain the simplest price plans available to British households with a zero standing charge, no tiered rates and no tie-ins or exit fees. Combined with our price promise, we believe that we are demonstrating our commitment to do the best we can to help in a time of volatile energy prices.
We have recently joined forces with the Eden Project, the Cornwall-based education charity, social enterprise and operator of one of the South-West’s premier visitor attractions, to set up “Eden Solarfair”, the UK’s first employee owned renewables project.
This pioneering partnership, announced today, will give Eden Project staff the chance to invest in a renewables scheme which will not only provide free, renewable energy for the Eden Project, generated by solar panels, but will also offer the employees attractive returns on their investment.
Energy Downsizing: More than a quarter of people would consider moving to a smaller home in order to reduce their energy bills
A new survey released today (4th October) has revealed the dramatic measures people are being forced to consider in the face of spiralling fuel costs in the UK. In a poll of more than 2,000 people, Ebico, the UK’s only not-for-profit energy supplier, found that more than a quarter (28%) of respondents said they would consider “energy downsizing” – moving to a smaller property to reduce their gas and electricity bills.
Ebico teams up with LHA-ASRA Housing Group to combat fuel poverty
The agreement will see residents in the London and East Midlands area being able to take advantage of Ebico's specially designed tariff that has no standing charge and just one flat rate per unit of energy used, enabling customers to take greater control of their energy bills.
Ebico and Bristol Debt Advice Centre partnership helps families beat fuel poverty
More than 220 Bristol families have benefited in the first six months of a groundbreaking project that aims to help low-income families better manage their debt and energy demands.
Groundbreaking energy saving project launches in Kirkcaldy
Local residents set to save over £95,000
Greener Kirkcaldy, the environmental charity, will be running a project to help people make their homes more comfortable and reduce their fuel bills. This will save the community over £95,000 over the lifetime of the measures and help local people do their bit for the environment.
Ebico teams up with Sanctuary Housing to combat fuel poverty in the Midlands
Ebico, the UK’s only not-for-profit energy supplier, has partnered with Sanctuary Housing in the Midlands to offer customers fairer gas and electricity prices to heat and light their homes.
The agreement will see residents in Stoke, West Bromwich, Telford and Leicester being able to take advantage of cheaper energy prices. Unlike many energy providers, Ebico’s specially designed tariff has no standing charge and just one flat rate per unit of energy used, enabling customers to take greater control of their energy bills. It is the 28thagreement which Ebico has signed with UK housing associations and the 9th in the Midlands.
Ebico and Groundwork UK partnership helps Leeds families boost energy efficiency
New figures released this week show how much money Leeds households will save over a lifetime through a groundbreaking energy-saving project in the city.
Over the past three years, Ebico, the UK’s only not-for profit energy supplier has, through its Sustainable Development Trust, helped more than 750 Leeds households combat fuel poverty with its support of Groundwork’s ‘Green Doctor’ programme.
Ebico teams up with Moorlands to combat fuel poverty in Staffordshire
Ebico, the UK’s only not-for-profit energy supplier, has partnered with Staffordshire-based Moorlands Housing, a member of Harvest Housing Group, to offer customers fairer gas and electricity prices to heat and light their homes throughout the cold winter months.
The agreement will see around 3,000 residents in Leek, Cheadle and Biddulph being able to take advantage of cheaper energy prices.
Ebico teams up with Frontis to combat fuel poverty in Warrington
Ebico, the UK’s only not-for-profit energy supplier, has partnered with Warrington-based Frontis, a member of Harvest Housing Group, to offer customers fairer gas and electricity prices to heat and light their homes throughout the cold winter months.
Stop the clocks for climate change
Ebico, the UK’s only not-for profit energy supplier, is calling for a new trial of year-round British Summer Time in order to reduce the additional energy consumption brought about by darker evenings in the winter.
Channel your energy into reducing bills this winter
Avoid a winter of discontent by improving energy efficiency, urges Ebico.
Rising energy wholesale prices and an anticipated chilly and unsettled autumn could lead to consumers feeling financially squeezed over the coming months, but simple steps can be taken to alleviate this pressure, according to Ebico – the UK’s only not-for-profit energy company.
New legislation could force house-sellers to make homes more energy efficient
The UK’s only not-for-profit energy company, Ebico, is urging potential house-sellers to make their homes more energy efficient ahead of new EU legislation on Energy Performance Certificates (EPCs). According to the Royal Institution of Chartered Surveyors (RICs), the certificates will play a more significant role in the sale and marketing of homes when new legislation comes into force in 2012
Read full press release.
War of the WEAMERS. 'Weaming' Brits cause rise in household arguements
Over 60% of British households fall out after Wasting Energy and Money (WEAMing) at home.
Save energy with some bank holiday DIY
Dust off your tool box this bank holiday, says the UK's only not-for-profit energy supplier - Ebico.
Derby Homes Housing Partnership teams up with ethical energy supplier
Housing association residents in Derby may be about to see a substantial reduction in their energy bills thanks to a new partnership with the UK’s only not-for-profit energy supplier.
The energy blind spot
A worrying lack of understanding about how energy bills are calculated has been revealed by a new survey released today. The research reveals that consumers do not know how much energy they use, have no idea how much they pay for it and struggle to understand how to read their bills and meters
Charitable organisations unite to help alleviate fuel poverty on the Isle of Wight
Residents on the Isle of Wight – where 25 per cent of the population is in fuel poverty* - may be about to see a substantial reduction in their energy bills thanks to a new partnership with Ebico, the UK’s only not-for-profit energy supplier.
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