Ginger Energy Opiniones 

Respuesta de Ginger Energy

Actualizada hace 3 días

We’re sorry to hear that you’re unhappy with the charges at Fabrick Square, and we understand that rising costs are frustrating.

Ginger Energy acts as the billing administrator for the site. Our role is to calculate and issue the invoices to residents on behalf of the landlord, and we are paid a fixed administration fee for doing so. That fee has not increased for three years, so it is not the reason for the increase in your bills.

The cost of gas and the standing charges at Fabrick Square are set through the energy supply arrangements for the development. These costs are charged to the landlord and then passed on to residents through the billing process that we administer. Ginger Energy does not set the gas price or control the supplier’s charges, nor does the landlord.

We appreciate that the standing charge can feel particularly frustrating when you are using little or no heating, especially during warmer weather. However, standing charges usually cover fixed costs associated with maintaining the supply, metering, network access, and operating the communal energy system, rather than just the amount of heat used.

We’re sorry you feel let down, but it would not be accurate to say that Ginger Energy is increasing prices to “line its pockets.” Our role is administrative, and our fee has remained unchanged. If you would like a breakdown of your bill or clarification on how the standing charge is calculated by the supplier, please contact us and we’ll be happy to explain this in more detail.

Respuesta de Ginger Energy

Hace 3 días

Thank you for your review. I will ensure Saba, gets to hear this feedback.

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We are pleased to hear that Anna responded quickly and followed through as promised. We will make sure your comments are passed on to her.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re delighted to hear that Ricky was so helpful, efficient, patient and courteous when assisting with your query. We’ll be sure to pass your comments on to him.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback, Sean.

We’re pleased to hear that Saba has been helpful in keeping you updated with your move-out process and final bill. We’ll make sure your comments are passed on to her.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your feedback.

We appreciate that administration charges can be frustrating, particularly where the process appears straightforward. However, Ginger Energy is appointed by the utility supplier to manage their billing arrangements for the building, and any changes to account details require administration, verification, system updates and ongoing customer service support.

Where a leaseholder chooses to rent out their apartment and asks us to add a tenant as an approved party, this creates an additional customer relationship for us to manage. It is not reasonable for the cost of that additional work to be spread across all residents or leaseholders in the building, particularly where the need arises from an individual leaseholder’s investment or letting arrangement. The administration fee is therefore applied to the party requesting the change, rather than being recovered from the wider building.

In relation to invoicing, our billing arrangements are set up in line with the instructions and appointment from the heat supplier. Where tenants are registered as the billing party, invoices are issued to them accordingly. Leaseholders remain responsible for ensuring that appropriate arrangements are in place with their tenants, including monitoring payment obligations connected to their property.

We are sorry to hear that you have found the portal unsatisfactory. We continually review our systems and welcome constructive feedback on features that could improve the customer experience but we would remind you that Ginger Energy are not an Energy Supplier, we are a billing administrator.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.


Kind regards,

Respuesta de Ginger Energy

8 jul 2026

Thank you for your feedback.

We are sorry to hear that you feel this way. Ginger Energy is not appointed directly by individual residents; we are appointed by the building operator to administer utility billing for the development. This means residents may not be able to choose an alternative billing provider in the same way they might with a conventional energy supply.

We strongly reject the suggestion that Ginger Energy is a scam. Our charges are applied in accordance with the billing arrangements set by your supplier and the relevant terms for the building. If you believe any specific charge is incorrect, we would encourage you to contact us with the details so that we can review it and provide a clear explanation.

Regarding final bills, we bill monthly in arrears, as we must validate the relevant meter readings and account information before closing an account accurately. We appreciate that delays are frustrating and we aim to complete this process as quickly as possible once all required information is available.

We are sorry that your experience with our customer service did not meet expectations. If there are any unresolved issues on your account, please contact us directly so we can investigate and respond properly.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re pleased to hear that Rickie was helpful. We’ll be sure to pass your comments on to him.

Kind regards,
Ginger Customer Services Team

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re pleased to hear that Saba was helpful. We’ll be sure to pass your comments on to her.

Kind regards,
Ginger Customer Services Team

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback

Kind regards,

Ginger Customer Services Team

Respuesta de Ginger Energy

8 jul 2026

Thank you for your feedback.

We’re sorry you were unable to get through when you first called, but we’re pleased to hear that Leanne was able to assist once connected. It’s great to know she helped set up your account and portal access, and talked you through your current bills clearly.

We’ll make sure your comments are passed on to her.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re pleased to hear that your enquiry was responded to promptly and that we were able to resolve the problem for you.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your feedback.

We’re pleased to hear that Anna was able to explain how the heat system runs in detail and answer your question clearly. We’ll make sure your comments are passed on to her.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re pleased to hear that you found the service helpful and on the ball. We appreciate you taking the time to share your experience.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your kind feedback.

We’re pleased to hear that you found our customer service response timely and the registration process convenient. We appreciate you taking the time to share your experience.

Kind regards,
Ginger Energy Customer Services

Respuesta de Ginger Energy

8 jul 2026

Thank you for your lovely feedback.

We’re delighted to hear that Leanne was able to resolve your query quickly and efficiently, and that you found her manner so helpful and charming. We’ll be sure to pass your comments on to her.

Kind regards,
Ginger Energy Customer Services