Caroline listened carefully to what I was saying and after looking into it came up with an explanation as to what the problem was. She was very helpful and offered a solution to call back at end of t... Toon meer
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Lees wat reviewers zeggen
I had a great experience with the customer service at Evinox. My bill was overestimated, I called the Evinox customer support team, and Caroline was extremely helpful and friendly. She reassured me th... Toon meer
I’m a residential I use this for hot water & heating, as a pay as you go, they charge you how every they like if you don’t use your heating or hot water they will collect money or they will come u... Toon meer
Bedrijf heeft geantwoord
They just tried to charge me over £200 for a bill from two years ago, even though I moved out of the property a year ago and had settled my accounts, they kept insisting I owed them the money until I... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Specialists in energy metering and billing for Communal Heating systems. Dedicated to providing leading technology together with professional service to match our clients’ needs.
Contactgegevens
Verenigd Koninkrijk
- evinoxresidential.co.uk
3,8
Goed
54 reviews
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Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 55% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
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Supportive & helpful Customer Service
I had a great experience with the customer service at Evinox. My bill was overestimated, I called the Evinox customer support team, and Caroline was extremely helpful and friendly. She reassured me that I do not have to pay the overestimated bill and consistently followed up internally to send me a revised bill. It was great knowing that the customer service actually cared about the customers and managed to resolve issues.
23 september 2026
Review zonder uitnodiging
Helpful support staff
Nikita was very helpful resolving my issue of my meter not obtaining readings. She investigated, arranged for invoice to be reissued based on more accurate estimates.
21 september 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for taking the time to leave us a review. We're delighted to hear that Nikita was able to help resolve the issue with your meter readings. Providing accurate billing is important to us, and we're pleased she was able to investigate the matter thoroughly and arrange for your invoice to be reissued using more accurate estimated readings.
We really appreciate your kind words and will be sure to share your feedback with Nikita and the wider team. Thank you for your patience throughout the process and for taking the time to recognise the service you received ⭐️
Customer review following a call regarding estimates rather than actual charges..
Caroline listened carefully to what I was saying and after looking into it came up with an explanation as to what the problem was. She was very helpful and offered a solution to call back at end of the month with an actual meter reading so that the actual cost of the heating can be recalculated for the last two months.
She was attentive to my concerns and gave me very clear instructions and guidance as to how to proceed..
18 september 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for your kind words. We're delighted to hear that Caroline provided such a positive experience and was able to assist you promptly and clearly. We pride ourselves on delivering excellent customer service, so it's wonderful to know that Caroline's support made such a difference. Your feedback has been shared with Caroline and the wider team, who will be pleased to hear your comments and recognition of their efforts.
Thank you again for taking the time to leave a review. We truly appreciate your feedback and look forward to continuing to support you in the future ❤️
Helpful and prompt
I was dealt with by Sian, who was very helpful and prompt in responding.
10 september 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you so much for your kind words! We're delighted to hear that Sian was able to provide quick, clear, and helpful support throughout your experience with us. We know how important timely communication is, and it's fantastic to hear that Sian delivered the high level of service we strive for. We'll be sure to pass your feedback on to her, it will mean a lot. Thank you for taking the time to share your experience, and we look forward to supporting you again in the future 😃
Sian at Evinox was absolutely brilliant…
Sian at Evinox was absolutely brilliant at coming back to us quickly and clearly on our queries. Excellent customer service. Well done Sian!
9 september 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you so much for your kind words! We're delighted to hear that Sian was able to provide quick, clear, and helpful support throughout your experience with us. We know how important timely communication is, and it's fantastic to hear that Sian delivered the high level of service we strive for. We'll be sure to pass your feedback on to her, it will mean a lot. Thank you for taking the time to share your experience, and we look forward to supporting you again in the future ❤️
Caroline - amazing customer service
I want to leave this review specifically for Caroline at Evinox Residential, because she deserves individual recognition.
Since moving into my property, I've had recurring issues with Evinox — most seriously, a problem with how my account was set up meant my direct debit, which I paid consistently every month, wasn't being credited properly. This led to bills, chasers, and "unpaid" invoices for payments I had actually made, which was very stressful. Worse, when I first tried to sort it out, Evinox didn't respond to my emails, and when I did get through to someone, I was told it was resolved when it clearly wasn't. I'm including this context because by the time I first spoke to Caroline, I was frustrated, upset, and not at my most polite.
Caroline changed that instantly. She introduced herself and told me personally that she would sort it out for me, and she did. It wasn't a quick fix; she had to unpick a genuine mess of account and direct debit errors. But she said she'd handle it, and she followed through completely.
I was so impressed that I've since used this experience as an example in customer service training sessions I run at my own job — specifically making the point that by the time a customer contacts support, something has already gone wrong, so the job of the agent is to resolve it with as little friction as possible. Caroline is the best example of that principle I've encountered.
So when I had to call again today, it was a relief to get through to her. She was calm, professional, and clearly knows her work inside and out. She explained everything clearly and sorted my payment and direct debit in no time.
Caroline is a real asset to your team. In an industry where cost-cutting and overstretched staff often lead to poor service, it's a relief to deal with someone who actually cares about the customers. Thank you, Caroline!!
21 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Dear Chloe, thank you so much for taking the time to leave such a detailed review and, in particular, for recognising Caroline.
We are incredibly proud of Caroline, and it is wonderful to hear how much of a difference she made. Knowing that you have even used your experience with her as an example in your own customer service training is a fantastic compliment, and one we will make sure is shared with her.
At the same time, we are very sorry to hear about the problems you experienced before Caroline became involved. What you have described regarding your account, Direct Debit and the way your earlier enquiries were handled is not the level of service we expect to provide.
Please be assured that we take your comments very seriously. We will be looking thoroughly into what happened, including how the original account issues arose and why they were not resolved when you first contacted us, so that we can learn from this and help prevent the same experience happening again.
Thank you again for your patience, for your very kind words about Caroline, and for giving us such valuable and constructive feedback. 🙏🏼
Excellent service
Excellent service. Quick and very efficient.
19 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thanks so much for your kind feedback, David. We're delighted to hear you found our service quick and efficient. We've shared your comments with Sian personally, as well as the wider team, who will be pleased to know their efforts are making a positive difference. Thank you for taking the time to leave a review. 😊
Very Quick response to my question…
Very Quick response to my question hopefully the the question asked will be resolved quickly very good thanks Sian
18 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thanks so much for your kind review, John. We're delighted to hear you received a quick response and found the service helpful. We hope your question is resolved soon and appreciate you taking the time to share your feedback.
Great and fast customer service
Great and fast customer service , thank you Sian !
14 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you Laura for taking the time to leave this feedback. It's great to hear that Sian was able to provide you with great and fast customer service. Sian consistently receives positive feedback of a similar nature, and reviews like yours are invaluable in recognising the excellent service and dedication she brings to her role every day ❤️
I spoke to Caroline on the phone
I spoke to Caroline on the phone, she understood my query about the heating and hot water, she explained the situation to me throughly and answered all the questions that I had. I was extremely pleased with her professionalism and I want to thank her for the integrity she has shown me, once again I am truly thankful for her understanding and help.
13 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for taking the time to leave this feedback. It's great to hear that Caroline was able to provide a clear explanation regarding your heating and hot water query, answer all of your questions, and offer the support you needed. Reviews like this are invaluable in recognising the professionalism, understanding, and dedication our team demonstrates every day 👏🏼
Great Customer Service
Sian was very helpful and dealt with my enquiry quickly.
13 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for your kind review, Adam. We're delighted to hear that Sian was able to help and deal with your enquiry quickly. Providing helpful and efficient service is very important to us, and it's great to know that your experience reflected that. We appreciate you taking the time to share your feedback. We have made sure Sian gets the recognition she deserves from her colleagues and has received this feedback 😍
Excellent customer service thru email
Excellent customer service thru email. Special thanks to Caroline for her timely and always responsive replies and help!
5 augustus 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Dear Kar, Thank you for taking the time to leave this feedback for Caroline. We will pass this comment to her. Reviews like this are invaluable in recognising the hard work our team puts in every day. ❤️
Sian was really helpful and dealt with…
Sian was really helpful and dealt with my query immediately
4 augustus 2026
Review zonder uitnodiging
Efficient and helpful.
I was impressed by the speed and efficiency with which Sian replied to my query. In fact, in all my interactions with Evinox Residential, I have found the staff to be extremely pleasant and helpful.
30 juli 2026
Review zonder uitnodiging
Avoid at all costs
Another quarter, another unjustified bill, so time for another review:
The worst energy company you could possibly imagine. Awful and completely mis-managed billing system for the three years I had the misfortune of being in one of the properties they manage. More than two years after moving out and paying the final bill, they attempt to back-bill for a two year period I wasn’t a resident. Refused to send through the calculation for their back-bill, but they still harass me quarterly with their undated demands for payment. If they continue to contact me, I will continue to post fresh reviews of the service.
If you’re reading this: avoid them at all costs if you can.
Update regarding Evinox's claims below: The Information Commissioner's Office ordered Evinox to comply with my Subject Access Request - the finding is available to view on the ICO website. It is disingenuous to suggest this was handled "through our complaints and data request processes" - Evinox simply ignored it until they were forced to comply.
I spoke to the Managing director (in 2025), who refused to provide the calculation justifying the retroactive tripling of the unit cost. The account was settled in 2022, and I have received no evidence to suggest otherwise.
I have engaged with the Energy Ombudsman to resolve this issue, but they are still waiting on Evinox and Lancaster Brooks to fulfil the legal obligation to register with the service. Once registered, they can start their investigation. Until then, every further engagement I receive will be a reason to leave another review of their 'services'.
24 juli 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for taking the time to share your feedback. We are sorry to hear that you remain dissatisfied with your experience. We understand that your concerns relate to a historic billing adjustment that was applied after your tenancy ended. While we appreciate your position that your account was settled when you moved out, our records show that the adjustment related to energy consumption during the period you were responsible for the property, which had originally been billed at a lower rate due to an under-recovery of heat network costs. We have made several attempts to explain the basis of this charge and have also addressed your subsequent concerns regarding the handling of your personal information through our complaints and data request processes. More recently, our Managing Director has attempted to contact you directly to offer the opportunity to discuss this matter with him in the hope of providing further clarity and helping you better understand the circumstances surrounding the matter however, they have not received a response from you. We recognise that this remains a frustrating situation for you and would still welcome the opportunity to engage with you directly should you wish to discuss the matter further.
Fast, Helpful and Professional Service
I had an excellent experience dealing with Handan at Evinox Residential. I was carrying out a detailed review of historic heating account records for Smithfield Square and required a large number of invoice copies that were missing from our records. Handan responded promptly and provided all of the requested documentation, which was extremely helpful and significantly assisted our review.
Throughout the process, communication was professional, efficient and courteous. When I had a follow-up query regarding one of the invoices, Handan was happy to investigate further and provide additional assistance.
Excellent customer service, quick response times and a very helpful approach. Thank you, Handan, for your support and assistance.
22 juli 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Dear Nina, thank you very much for taking the time to share your experience, and for recognising Handan’s support.
While looking after our residents is at the heart of what we do, we’re equally proud of the service and one-to-one support we provide to our business clients – whether managing agents, property owners or housing associations. No client or request is too small, and we know that sometimes it’s the detailed, time-consuming queries that really need that personal attention.
It’s wonderful to hear that Handan was able to provide exactly that and help make your review of Smithfield Square a little easier. We’ll make sure your lovely feedback reaches her – recognition like this means a great deal to our team ❤️
Great customer service!
Caroline was incredibly understanding and keen to help with my revised bill request. Top-notch customer service!
22 juli 2026
Review zonder uitnodiging
Sian has been brilliant-very efficient…
Sian has been brilliant-very efficient and replied promptly to all my queries with a quick resolution.
21 juli 2026
Review zonder uitnodiging
This company is dreadful our whole…
This company is dreadful our whole village is on this system with serious problems with the system constantly breaking down, now recently they have been sending out random bills for around £700 to residents even though we are all on a pay as you go system.
Apparently this can be controlled remotely and more than one of us have returned home to find the system randomly on even though there has been no demand called for from our end.
I was told I was in credit by £900 then in 2 months it dropped to £250 in credit which there website system had refreshed my balance to, then miraculously a week later I was -£600 in debt to them. I hadn't had hot water since May and still don't now apart from an electric shower.
Ive finally had enough and took it to the Financial Ombudsman for reinstatement of my credit and compensation. I suggest anyone who has the same problem or similar does the same. I'm disabled and they don't care! My research has shown they've done this to people across the country including care homes, vulnerable people as well, even if the system is off it can run you up a bill, the only way to stop it is to switch the main water supply to the boiler system off this isolates it's meter.
The engineers are good but the customer service is Crap
20 mei 2026
Review zonder uitnodiging
Antwoord van Evinox Residential
Thank you for taking the time to share your feedback. We are sorry to hear that your experience has not met your expectations. We appreciate you bringing these matters to our attention. We understand the importance of clear communication, timely service, and ensuring that any concerns raised are addressed appropriately. While we recognise the frustrations outlined in your review, we are pleased that several of the issues discussed have already been reviewed with you by your dedicated Client Relationship Manager. We would also like to clarify that we are a separate company from Evinox UK. Our role is limited to the management of billing and account-related services, whereas Evinox UK is responsible for technical and equipment-related matters. We appreciate that this distinction is not always clear and understand how this can sometimes lead to confusion when issues involve both billing and technical elements. Your Client Relationship Manager will continue to work closely with you to understand your concerns in more detail, provide updates where required, and support a satisfactory resolution to any outstanding billing-related matters. Where appropriate, we will also continue to liaise with the relevant parties to help ensure that your concerns are directed to the correct organisation. We are committed to learning from all feedback and continuously improving the service we provide. Thank you again for your feedback, and we look forward to continuing our discussions with you directly.
Very good customer support over the…
Very good customer support over the phone with my billing query, as well as helpful advice for account management going forward. Thank you to Caroline from the Evinox team for her help, really pleased with my experience and resolution of my billing query.
1 juli 2026
Review zonder uitnodiging
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