Good Energy

Good Energy was the first dedicated 100% renewable electricity supplier, founded more than 25 years ago. While it doesn't generate renewable electricity itself, the brand buys enough from renewable generators to cover all of its customers' use, matching over 90% of it on a half-hourly basis.

As part of our latest survey, we asked customers to rate their experiences with Good Energy. After analysing the data, we calculated scores evaluating the brand's customer service, payment accuracy, communication and overall value for money.

Below, we share the full results and assess the brand's sustainability credentials.

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Good Energy score

We combine the results of our customer survey with an in-depth assessment of companies’ behind-the-scenes practices and policies to give you an overall view.

Take a look at our table below to see our score breakdown for Good Energy.

Here's how Good Energy's customer and policy assessments break down:

Find out how Good Energy compares with other energy companies – see our full results of the best energy suppliers.

Good Energy customer review

Good Energy finished with an above-average customer score in our ranking of 17 energy companies, as rated by 11,984 members of the public in the annual Which? customer survey. Its customer score of 70% is matched by Outfox the Market.

Only four other providers finished with a higher customer score in our latest survey: Octopus Energy (78%), 100Green (76%), Utility Warehouse (73%) and Sainsbury's Energy (72%).

Customers rated Good Energy well for ease of contacting (four stars), accuracy of payments (four stars) and value for money (four stars). Respondents rated the usefulness of the brand's communications as average, resulting in a three-star score for this measure – 10 other brands in our survey scored higher here.

Speaking on their experience dealing with Good Energy, one customer told us: 'When we set up our account, they were incredibly helpful.' Another said: 'The few times I've had to contact them they have been efficient and helpful.'

Which? verdict on Good Energy

• Pros: Most customers appear to be satisfied with value for money, very good at offering help to those who need it
• Cons: Low score (50%) in Which? assessment, moving over to Good Energy can be tricky – the brand scored just one star out of five for switching in our survey

Our Good Energy supplier assessment

In September-November 2024 we looked at five aspects of suppliers' business practices and procedures: 

• Contacting your supplier – including how and when you can get in touch, and the quality of self-service help online
• How well they deal with complaints – how many complaints suppliers get and how quickly they resolve them
• Supporting customers who need it – including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters, and those who need materials in languages besides English 
• Switching – how easy it is for customers to switch
• Smart meter targets performance in 2023 –the most recent figures available.

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

Good Energy finished at the very bottom of our Which? assessment score table with an overall score of 50% – Utility Warehouse (73%), Utilita (73%) and E Gas & Electricity (76%) were the three highest-scoring brands.

The British energy company's key strength is its ability to help those who need it and Good Energy scored 9 out of 12 in our assessment. Other results were underwhelming, though, with Good Energy scoring below average for dealing with complaints (6 out of 15) and its smart meter targets performance (4 out of 10).

Good Energy customer service

This was rated highly based on the results of our survey, with the brand earning four stars. Only three alternative providers – Octopus Energy, Utility Warehouse and 100Green – scored the full five stars.

In our supplier assessment of its customer service, Good Energy scored 7 out of 13. The lowest-performing brands in our assessment for customer service were Sainsbury's Energy, EDF Energy and So Energy with 5 points.

Good Energy common complaints

When we asked Good Energy customers, 9% said they had engaged with the company to make a complaint in the past year.

Good Energy scored three stars for the usefulness of its communications in our survey, and we received some comments related to correspondence. One customer said: 'Some communication between me and the customer service team was not successful at the time and my issue was prolonged for several days'.

In our survey, Good Energy scored four stars for ease of contact, above the average score of three stars.

Does Good Energy support prepayment meters?

Yes, Good Energy does support prepayment meters and offers traditional and smart prepayment options.

With a traditional prepayment meter, customers top up a key or card and insert it into the meter to pay for their current usage and any outstanding debt on their energy account. Cards and keys can be topped up at Paypoint, PayZone, or Post Office outlets.

Those with a smart prepayment meter can check their usage, top up and track debt repayments using an online account or by calling the Good Energy team.

Not sure if you should prepay? Find out with our guide: Is prepayment energy is right for you?

How sustainable is Good Energy?

Sustainability credentials are important when choosing an energy supplier for two thirds of those responsible for choosing their provider. That's according to our online survey of 3,000 UK adults in August 2024.

So we factor in a range of sustainability criteria in our annual Eco Provider assessment.

Good Energy is one of three firms named Eco Providers for energy in 2024. Here's how Good Energy fared:

• Proportion of renewable electricity sold to customers: 100%.
• Buys electricity from small-scale generators which aren't supported by government subsidies.
• Sells green gas comprising 10% of the gas it sells to domestic customers. This is biomethane generated from organic matter such as leftover food and agricultural waste.
• Offers a time-of-use tariff for EV drivers with cheaper rates for overnight charging.
• Installs solar pv, battery storage, heat pumps, insulation and EV chargers for customers. 

Find out more about the differences between energy companies’ renewable electricity, and find out how we assessed energy suppliers for sustainability.

Based on information supplied by companies in August 2024 and their most recent published fuel mixes, where available.

In October 2024, Good Energy launched a new scheme which helps customers who export electricity from their solar panels boost their earnings.

Called FIT REGO Boost, customers can register to get paid for the certificates (REGOs) produced when their solar panels generate electricity. Energy suppliers buy these certificates to show that the electricity they sell is renewable. 

Good Energy estimates that a 3kW rooftop solar array could earn around £10 a year from the scheme. (see also: details on FIT REGO Boost)

Making your home more energy efficient will save money on your bills in the long term and lower your carbon footprint. Get started with our guides to home energy efficiency.