Communal Energy Partners Opiniones 

Meghan is a very crucial part of your customer service team. She is a reliable young lady. She took the time to help me understand my very complicated bill and showed nothing but patience. Thank you Meghan, you are an asset to this company

Good experience! Zoe was very helpful during the whole process. Always ready to answer any questions.

These guys are probably one of the worst managed companies I've ever had the displeasure of dealing with. Their policies are borderline unethical and customer support is an absolute joke.

I consistently get overcharged on a monthly basis for my gas consumption due to their "estimates", which are 2x to 3x times higher than my actual consumption. Despite having repeatedly asked to revise them, these "estimates" have not changed one bit. I contacted them via email 2 months ago to fix an invoice I was sent for £125 based on estimate consumption, as my actual consumption was considerable less than my actual consumption, BY A LOT. I've emailed them though various email addresses with repeated followups and have not received a single reply.

I contacted their telephone number and was told they could not support me and I had to send an email.

In the meantime, I've been sent multiple letters telling me to pay up. The last one giving me a final notice and threatening me to cut my supply, send me to court and pay over £250 pounds in charges to reconnect my supply. Despite explaining credit control about my situation, I keep receiving these letters.

I've had to pay the full amount in protest and WITHIN A FEW HOURS I received my actual consumption based on readings... £100 LESS!!!

I'VE BEEN CHARGED 5X MY ACTUAL CONSUMPTION BASED ON COMMUNAL ENERGY PARTNERS ESTIMATES DURING A COST OF LIVING CRISIS.

Let that sink in.

Absolutely disgusting service: incredibly expensive, no accountability, rude customer service.

If I could rate them 0 stars, I would. It is terrifying how bad this company is. They engage in unethical and fraudulent practices. They add multiple service charges and VATs every month in the bill disguised under different names, such as “Scheme Management Charge”, “Meter Maintenance Charge”, “CEP Service Fee”, “VAT”, etc. They also charge really high percentages and rates for these bogus charges. Their entire bill is a scam! You will be paying much higher amount for heating and hot water than you have used; and almost every time it is obvious that they are making up the usage amount.

My husband and I were in another country for 2 months straight and somehow for those 2 months our bill was skyrocketing. We turned off all switches and thermostats in the flat. When we confronted CEP about the matter, they said it is because December and January are the coldest months in the UK and people tend to use more heating and hot water during these months. Yes, so? We were in Asia during those months. The heating system was properly turned off. Radiators, thermostat, main switches everything was turned off. So why is it that our bill is the highest during December and January! They could not explain and kept repeating nonsense!

The also always have backlogs. 65% of the times you will not receive your bill monthly. They will instead send you an invoice for many months altogether due to the backlog in their system!

Horrible company, liars and thieves!!! Avoid at all costs!

1 start is still too much. Changing a tenancy with this company is impossible when you move out. The incompetency of the people working here is baffling. While changing addresses with any other provider EON, Thames Water etc is straight forward and can be done online, these people need confirmation from letting agencies and can't even find the emails.

My bills seem to be getting higher and higher!

Really unfriendly, unhelpful and unprofessional company. Sent them 2 online requests for someone to get back to me via email and received no automated acknowledgement or any response at all. There's no option to see your billing information or update any of your details online when you log in, the only option is to pay them - what kind of antiquated system is that?!! Had to call them in the end and spoke to someone who sounded really unenthusiastic and bored. When I queried about the option to view my bills online, she confirmed there was no option to do that. When I said other utility companies had that option and this was very unhelpful, all she could say was "well different companies operate differently". When I asked if they would be updating their website with this functionality in the future, I just got a nonchalant "yeah, at some point" which clearly indicates she didn't know and didn't care. In this digital day and age, that's just not good enough. You can take our money, yet can't even provide your customers with the most basic customer care. And what are all these additional charges they keep adding? Management charge? What's that for? This company needs to be monitored. I'm planning to leave

Honestly I’ve not dealt with a worse company in my life.

4 months I’ve been waiting for them to set my account up (I’m the tenant) multiple forms emailed in, multiples calls, multiples times I’m told ‘the manager will do it this week’ and here I am with the landlords reclining final demand of payments that I need to pay.

It gets better you ring up but because I’m not on the account I can’t pay, I can’t have access to the amounts due. Yet they for some reason don’t ever set the account up. But they keep chasing.

Please save your sanity and if you don’t have to deal with these guys, stay well away.

Looking for a way to raise an official complaint

Thankfully the engineering team from CEP managed to fix my hot water issues. Martyn's team worked diligently through Christmas to get the job done and thankfully restored my hot water in a super timely manner. Abdul was especially good, taking his time to explain the issues and ensure everything thing was done properly and not rushed.

Great work and thanks again to Martyn and his excellent team!

Slow to respond even when we were customers.

We then moved out mid 2023. CEP continued to take money for 2 more months and did not send a final bill, despite us and the landlord informing them promptly of the move. Had to email to let them know they needed to refund us both the credit we were owed and the amount they had wrongly taken.

Got the final bill almost 4 months after leaving. Only got paid when we submitted an official complaint. The response to our complaint was full of excuses and totally lacked any tact.

I understand companies do not care once you are no longer a customer, but essentially withholding money for months due to vague delays is inexcusable.

Actions will only be taken upon request after a 10-15 working day period, which is extremely inefficient

Would be zero if possible. They were responsive whilst I lived there to payments I owed but since leaving have ghosted me despite me having credit on the account. I have emailed them several times with no response. It has been a month. They owe me money. Unacceptable

The representatives are extremely rude and unprofessional.

Had an HIU-FCU situation with my apartment. Zoe Morgan at CEP quick to schedule the appointment on short notice. The issue was promptly resolved. I am a happy client

CEP took long time to process my change of tenancy this time round but at least they were approachable and returned my calls and emails on a timely manner, they might not be the fastest but they are easy to engage. They were also good in helping me sort out my previous tenant outstanding balance (Thanks To Alan Jones)

Recently I had hot water problem contacted Zoe and she managed to get me an engineer in no time, she was professional and quick to respond to my emails.
Martin the senior engineer from CEP was great, very friendly and knew the system inside out, explained everything and was able to fix the problem on the spot. Thank you both for the great customer service.

Unjustified extortionate fees that only go up. Moreover, their lack of responsiveness in updating my record and invoicing me until my move out date led to producing an incorrect last invoice. After 1 week they still haven't replied and, due to this, my tenancy deposit is being held hostage.

A five-star experience. I'm landlord and it's my fault that I didn't notify CEP team of the tenancy change in time so energy bills issued to me. When realised this I immediately submitted the change form. But later I found the change hasn't been implemented so I rang them up. It was Benjamyn who took my call and patiently explained what has happened and what I should do and expect. When I next wrote him and checked on progress, Benjamyn immediately processed the change request the same day! I really appreciated his help and being very friendly and responsive.

Worst customer experience and zero coordination between the teams. We moved out early July with final meter reading submitted. Still CEP keeps sending invoices my way so many times chasing for the payment, while they confirmed to me on phone that agent reached out on behalf of the new tenant to update the account to the right people. They keep sending invoices and apparently there is zero coordination between their teams (invoices, tenant changes, customer services). I don’t know how much time needs to be wasted for this simple account update task. Come on, JLL reached out months ago and the request is sitting somewhere in your system (your own people confirmed that to me). Stop sending emails or invoices to me, do your own homework. That is such a messy process and incompetency!

Extremely bad customer service, and apart from sending duplicated bills, never actioned when customer needs support.
1. Moved out the property on June
2. notified the move out far before the exact move out date
3. Asking for confirmation a week before I move out where landlord replied on the same day approved that.
4. Then actioned nothing, but only keep sending duplicated wrong bills to me.