Leap Reviews 17

Absolutely appalling service from Leap. I’m a vulnerable customer with a diagnosed mental health disorder and I asked Leap for a referral to Incomemax in December 2025. Incomemax helps with benefits checks and income maximisation – a service Leap advertises as available to customers struggling with bills.
Leap refused my request with no clear explanation. They scheduled an appointment for 30/01/2026 with M. When they couldn’t attend, they never bothered to rearrange it. No follow up, no alternative help offered. I contacted them again on 30/04/2026 to try again. I was told “we don’t do it for you” and they refused to book any appointment. Still no explanation, no escalation, no apology.As an energy supplier, Leap has a duty under Ofgem rules to support vulnerable customers. I’ve been left without access to critical income support while dealing with my mental health. I now have to self-refer and make a formal complaint just to get basic help.Avoid if you’re vulnerable and might actually need support. They talk about helping customers but refuse it when you ask.
Will be escalating to the Energy Ombudsman I will mot recommend it!

Sharne was caring and sensitive to my calling for help with things for my disabled mum. Really amazing service as always thank you :)

I run a community space. And everyone we recommend to leap, has been helped. New appliances old ones removed. Some cases full vouchers during the Christmas period really helped. Would definitely recommend,

Not to bad, if you try to cancel appointment there start to be problem. The lady with crying voice have been asking why? Why? I need to know. Why?

Not professional

They give you some advice but general.

Agree with other reviews , complete waste of time, no decent energy advise given and when I applied I said I was interested in a humidifier due to health condition, when adviser came he told me they had no humidifiers and had stopped doing them, then I found out from a friend they only do them from October, I had been misinformed so I phoned customer service to be told another different story, this rude girl informed me they just hadn’t got them in stock and they have them all year, i tried to explain I was lied to, but after being spoke to like s*** I decided to send an email explaining how disappointed I was, then another customer service rude young lady (Becca) was very unprofessional and rude saying that it’s for energy advice not for supplying products, which I proceeded to tell her they asked what I was interested in on the form and I said white goods, I was then told to go to the Council,
complete waste of my time and very very unprofessional staff who need re training

No use whatsoever they said I didn't meet the criteria because my broken appliance wasn't old enough, and when I rang for advice the woman on the phone was abrupt and matter of fact " you don't meet our criteria". Guy who cane out idebtified oroblem with heatibg not working and said hed out me diwn for a system service but received no help .waste of time.

Samir was absolutely lovely he was so kind and considerate,he put a lot of helpful things in place for me,fantastic service all round .

Very unprofessional and a waste of my time. I met with an advisor on 7th. An individual was supposed to be helping me understand my bill as well as I was in dispute with Scottish power. Today I contacted them to provide additional information and it was only through my contact that I learned the advisor decided he could not help me with my case. They didn’t even have the professionalism to let me know they could not assist.

Leap -go elsewhere !
i was persuaded that this company would be perfect for our legal accounts - this is not the case ! the clients account and office accounts are seperate which does not help keep a good eye on the daily account side - it take ages to post anything very long winded and once you sign up and have any problems they are never there to help - i will have to live with this but to my regret !

Promise u loads of thing end up getting nothing time wasters avoid scammers !!

Gentleman who came out was very well intentioned but in my opinion they can't really offer anyone anything, as any advice they give is common sense and the organisations they recommend are well known ones like age UK who are already so inundated they just pass you to someone else or organisations that give out other numbers that take you to dead ends. I have to agree that a lot of helping places these days are all smoke and mirrors with no actual content/ assistance to make things look like there's help when there isn't. I'm afraid the visit was so stressful and pointless I was glad when it was over and really didn't have the will to wait for the free lightbulbs. But the gentleman did try to find something helpful from a remit that in my mind offers nothing to someone with an I.q of about 3.
Although he did let me have a little vent about things, probably so he would feel his visit wasn't totally pointless.
Don't expect any useful practical help though, on the phone I was told I might get help for a freezer but I was told as i dont have a broken one to take away i cant have one. And as I can't safely use my new fridge due to the cable being too short, just got advice to pay a domestic appliance engineer to assist.

Can only agree with other reviews , completely patronising and pompous agents transfer you to another third party to deal with any boiler claims , AVOID this company at all costs see other NEGATIVE reviews !!!!

Another Government scheme set up to fail.
Staff think they're actually helping.
Trying to advise us on what we've been doing for years,just common sense stuff. Felt so patronising.
Sent useless stuff out like door draught excluders that I've actually bought myself before and don't stay on,they're useless.
After telling them I have limited plug sockets, they sent me a box of remote control plugs?
Absolutely useless!
They also referred me,so they say to charities that may be able to help.
I've heard nothing.
Thanks to SSE and OVO I now owe over a thousand pounds!
I've got several disabilities and I'm on benefits.
Nobody cares thus debt is not my fault.
I have been paying the agreed amount out of my ESA for years as well.

Absolute waste of time. No help whatsoever. Plenty of promises on leaflets but nothing offered. AVOID AT ALL COSTS.

A complete waste of time. Company colleagues waffle through excuses and apologies passing client from pillar to post and pretending they’ve tried calling but no reply and no voicemail to leave message…strange how all other voicemails and calls are received/registered!
I will never “applyforleap”again nor recommend.
Company should be honest and upfront instead of playing “make believe” at the expense of the client.

I had an appointment 4th Feb and it is now 10th May... The chap I spoke to was very pleasant. He explained that the home visit services were on hold due to Covid however I would be receiving the energy saving light bulbs in the post shortly as many of mine had blown. Each month since my appointment I have contacted LEAP asking where these bulbs are. They even done a review questionnaire with me but as I said to the lady on the phone, so far I have nothing to review. She said she would get the problem resolved and have my bulbs sent out. April came, no bulbs I am living in the dark! Again they said they would look into it and get it resolved. It is now May and this time a lady said that they never were sending me out the bulbs. They can only supply them during house visits.
These guys are hilarious...
So I've been sat in the dark waiting for bulbs that were never going to arrive but noone bothered to ring me back to tell me there had been several mistakes in communication.
MORE TRAINING NEEDED FOR STAFF. As well as a client communication procedure.