Vital Energi Utilities Limited

Day-Time Thieves of your hard-earned money: Vital Energi Absolutely preposterous expenses for just a singular shower at £5. It is not surprising that a vast majority of my neighbours and fellow residents of my apartment complex have pungent scents emitting from them possibly due to the inability to properly cleanse and shower from these ridiculous prices. I am charged approximately £60 per 10 days and now I am eagerly awaiting to move out of this place.

Super slow repair! Miss appointment! Hard to contact! Irresponsible! Awful service! They come multiple times and can not get it fully fixed! Ridiculous! The one answer the call is also super rude and act like an idiot! Shame on you!

Had our hot water break four times in 3 months throughout winter. Each time they came out they assured us they had “fixed it” only for it to break 1, 2 weeks later. Trying to facilitate or organise service near impossible, need to jump through so many hoops despite it being a repeat job. Awful service avoid at all costs

My name is Valerie Breslin and I a former Manager to Sir Richard Branson. Charlotte was beyond outstanding. She was swift immediately, and took me through all of the numbers with great speed and warmth. Spectacularly, she was able to resolve a month's long technical issue in record time. I was so shocked. It was no less than the second coming! I was in tears of relief. I would employ her tomorrow. Absolutely delighted! Well done and thank you. 🫡🌊🙏

Harry Hynes from Vital Energi did an excellent job fixing my heating and hot water. He was professional, friendly, and clearly very knowledgeable. He quickly identified the issue and explained what needed to be done in a way that was easy to understand. The repair was carried out efficiently, and everything was working perfectly again before he left. Harry was also very respectful of my home and made sure everything was tidy afterwards. I’m really pleased with the service and would definitely recommend Harry Hynes and Vital Energi to anyone needing heating or hot water repairs.

Terrible energy supplier. Daylight robbery charging £1.65 day at Paintworks Bristol for standing charges alone. Another rip off Britain company. Sadly cannot change supplier they can charge what they like !

Victoria at Vital Energy was absolutely lovely to deal with. She was friendly, professional, and incredibly helpful throughout the whole process. Excellent customer service and a real credit to the company!

Victoria was so helpful and helped resolve my issue efficiently. Even better I wasn't even on hold – if only engaging with every business was this stress free!

I am only giving one star because I can’t choose zero. Dealing with Vital Energi has been an exhausting experience. Four times they booked an appointment, and four times they didn't show up, nor did they communicate with us. Vital Energi is completely unprofessional and clearly doesn't value their customers' time.

just pray that you don't have an problem in a cold winter month. An emergency issue meant to be fixed within 24 hours is now dragging. Their customer service saying "there has been an issue with your booking". Extremely poor service.

Spoke to Victoria who went above and beyond to help me get up and running. She was patient, kind and knowledgeable. Although a stressful start for myself she made sure it had a good ending.

I give the stars due to a staff member and not the company. I had problems with the service and was very frustrated at the service I received. I left a message of complaint. I then received a phone call from a very lovely lady called Victoria. She was polite and friendly and instantly apologised for the delay in calling back and her manner itself settled my frustration towards my current issues with the service. Victoria was extremely understanding sympathetic ad most importantly very helpful. She instantly set about solving my problem in a far better manner than my previous call. During the process i was explaining my previous call experience and she was so sympathetic and said all the right agreeing comments to not only confirm understanding in my frustration on what had occurred on my previous call, but also through friendly chat as we waited on the process working made me feel vindicated in my annoyance. Is rare to come across a call centre assistant that not only fixes your problem with ease and friendly professionalism but to come off the call feeling that the companies service in my eyes has been not only restored but a very pleasant and enjoyable experience speaks volumes if not for the company itself but in its employment of at the least one very good lovely member of staff.

⭐⭐⭐⭐⭐ Victoria at Vital Energi was exceptional. She made setting up my account quick, easy, and completely stress-free. Her professionalism, knowledge, and attention to detail were outstanding, and she went above and beyond to make sure everything was done properly. Friendly, efficient, and genuinely helpful. Victoria is a real credit to Vital Energi. Excellent service from start to finish.

The last customer service we received was splendid. Quick and easy. But the journey to get to such call was long and frustrating. This was the 4th customer service call we had since yesterday. Only in the 4th call were we forwarded to the billing department and were properly assisted.

Awful. Zero customer service. Contacted them on 31/12 with heating issues in my flat and no one has been in touch since . Worrying if a customer was old and vulnerable. Especially as it’s been so cold.

I spoke to Vicky at Vital Glass Energy. Vicky was extremely personable and easy to talk to. She talked me through clearly what I needed to do to fix my problem and went above and beyond to ensure that not only was my problem fixed but that i felt reassured and comfortable after the call. It is very rare to find such good customer service these days - Vicky is definitely a credit to her company and team.

Since our housing association swap to Vital energy the problems started no hot water and no heating when you called the number to speak to customer service answering machine your call can't be transferred. If I can give zero star I will do it

Absolutely terrible service – no heating, no hot water, and rude staff For the last two weeks I have had no heating and no hot water. I have been trying to call Vital Energies and every time I’m on hold for around two hours with no answer. Last week an engineer finally came between 8 pm, had a quick look at the flat, said a few things needed to be changed, and then never came back and never contacted me again. I tried calling the office again, and when I spoke to the receptionist she basically called me a liar, saying “we do answer the phone, a few people said this but it’s not true.” When I told her I was recording and asked her to repeat it, she hung up on me. This is completely unacceptable – no heating, no hot water, no proper communication, and very disrespectful customer service. I would not recommend Vital Energies to anyone.

If there was an option of giving 0 stars I would. Not only is this the hardest company in the world to contact, they have increased our standing charges, on top last years increase, by 33% with no way to dispute it. I work in energy and even I can see this is clear price gouging in a monopoly where we have no other choice of energy provider. Seriously considering contacting the energy ombudsman over this

The worst energy/utility company I’ve ever used. Customer service is bad and they are ridiculously expensive with their rates and standing charges - if you can, try to avoid using them

“Vital Energi” the name suggests life and warmth. What I’ve received is silence and shivering. A night without heat, a day without updates. Customer service colder than the water itself. Professional courtesy seems to have left the building. “Vital”? Only in name!

Absolute joke of a company. I have had countless issues with them, but good luck getting in contact with them. This morning, I ran out of hot water, because the meter they sent me no longer displays the amount of credit I have. I go to shower before work, and I’m out so I go on the website to add more. However, the website is “under maintenance” and they don’t open until 8:30. Just great, I cannot shower before work. Could have never imagined that in a first world country, and major city such as London that I wouldn’t have access to hot water. Use anybody but this company, and the 1.6 star rating is actually very generous.

Cheap quality smart meter been damaged for a few weeks now, called to request new one. The person i spoke to said they get sent out pretty quickly. This was ?ay 14, it is now June 4th and I've called just to find out the person I spoke to didn't send request to the relevant team now I have to wait again. On top of that the tariff prices are disgusting and I am now tied into it and can't leave 😠

Zero stars if I could. I am extremely dissatisfied by the service provided by Vital Energi. Everything in the flat was running fine until we had the HIU visit. The engineer did not tell us what he was doing when he was here and since then we’ve not had hot water running consistently throughout the flat and no hot water at all in the upstairs bathrooms. It had taken nearly two weeks and two phone calls for anyone from Vital Energi to respond back to my email about the situation. After someone from the customer service team contacted the engineers, an engineer got back to me to tell me that because it’s just my flat and not the whole building with the problem that it “wasn’t an emergency” and because “everyone is having issues” so they weren’t willing to do anything until the next working day. Managed to get an engineer to visit today after a back and forth with the customer service team but the issue still hasn’t been fixed: Main bathrooms still have no running hot water and it is the middle of a freezing cold winter. Water pressure in the bathrooms for the hot water tap is now actually lower than before. The engineer did not even engage at all when I asked what he was doing/what was wrong with the boiler and taps. Vital Energi does not care about its customers and does not actually help fix anything.

I am deeply dissatisfied with the service provided by this energy company. The initial issue involved a leaking HIU, which, after several attempts to escalate the matter, was finally addressed. However, in the process of repairing the leak, they inadvertently caused a new issue with the heating system, leaving me without heat for over a week. Despite receiving confirmation on two separate occasions that they would be attending, I took time off work to accommodate their visits, only for them to fail to show up both times. Given the cold November weather, this has been both frustrating and concerning. Now, after yet another delay, they’ve scheduled a third appointment, but still, no apology has been offered—only vague promises. In light of these issues and the company’s generally poor reputation, it appears that customer concerns are not being taken seriously. If corrective actions had been implemented or if there had been any proactive communication, my experience might have been more positive. However, at this stage, it feels as though the company is indifferent to the inconvenience caused. Considering the ongoing problems, I cannot rate them higher than 1 star. I sincerely hope the company will reevaluate its approach to customer service, but based on my experience, I would not recommend relying on them & feel sorry for anyone who has to deal with them.

This is the worst company with the worst unprofessional customer service ever. It's a shame that we been forced to use them because our Housing Association is using them. They are the cowboys. They constantly lie. We been sitting with not hot watwr for over 2 MONTHS NOW!!! I have 3 kids that are sick because of this. There in NO HOT WATWR, NO HEATIN & VETS ARE ALL BLOCKED UP WITH DIRT & DUST!!! THE VENTS ARE NOT WORKING!!!! They have no professional staff. Whenever I speak to Vital Energy about this issues they keep telling me that I am the only one who's complaining, when the whole block is complaining & they telling them that they are the only once & that no one complained about this. Well even here looking at the reviews you can clearly see that people are complaining & Vital energi is telling LIES as usua. They book you appointments and never turn up or call you to let you know. So you miss your work for days and nobody turns up or contacts you to let you know that they are not coming for whatever reason. Then when they do turn up eventually they dissappear for hour then turn up then they lie to you that they fixed the problem but really they haven't done anything.They came into the boiler room & God know what they are doing but it's over 2 MONTHS now & nothing been fixed. 😵‍💫They are playing games and have no respect for their customers.I have posted the photo of my vents that they supposed to come & clean every 6 months but they never do. We are all sneezing day and night. The dust is everywhere no matter how much I clean. I do recommend you stay away from this joke company! My next door neighbour who also complained send me a photo to show how much moisture is the the flat since vents are turned off. By the way they just posted fake review giving themselves 5 stars thinking people are idiots here. 😏🙄 STAY AWAY THEY ARE CON ARTIST!!!

Absolutely terrible providers. We had no choice when Metropolitan Housing Association changed our home heating to Vital Energi. Ever since our heating provider changed we have over the course of 3+ years experienced no heating/hot water on severely cold days. Our heating has to be turned up fully in order for the heating to work anything below 30 degrees the property does not get warm. As a result we are being charged £100+ each month. Awfully run providers who genuinely don’t care if you freeze during minus degree weather conditions.