Avro Energy review (2021): Great value and top-notch customer support

Important update

After a stratospheric rise in wholesale gas prices in September 2021, Avro Energy has now ceased operations.

The company, which scored highly in our vendor roundup for customer service and value, had around 580,000 customers across the UK.

If you were one of them, you will have transferred to Octopus Energy and moved to a new tariff after industry regulator Ofgem appointed it as the new energy supplier for Avro Energy customers. . Unfortunately, that could mean you’re now on a more expensive plan.

You should ask to be put on the cheapest Octopus rate if you are not already. In the current state of the energy market, most people will not benefit from switching to a new supplier just yet. Check out our guide to the best energy providers to learn more about getting the best deal.

Our initial July 2021 review continues below.

Avro Energy is a medium-sized energy supplier that has been around since 2015. It aims to offer energy at some of the lowest prices in the UK and to keep things simple without using jargon. There are no exit fees on its current rates, and you can access your account at any time through its online system.

It won highly commended awards in four of the five categories of the 2021 Expert Reviews Energy Awards, which are based on a survey of energy customers. 84% of Avro customers said they would recommend it to others; this is the second highest score in this category, behind the 96% of Octopus Energy customers who would recommend their supplier.

It was also highly rated for its customer support, value for money, and the clarity and accuracy of its invoices.

Avro Energy review (2021): Tariffs

Simple and Flow12M

This energy tariff fixes your prices for one year, so you can be sure that they will not increase during this period. It is available to dual-energy customers paying by monthly direct debit only.

This is the tariff we were quoted for on the Avro website and is one of the cheapest tariffs for a customer in London using an “average” amount of energy (2,900kWh of electricity per year and 12,000 kWh of gas). As there are no exit fees, you are free to switch at any time if you find a better deal.

Avro does not offer any tariff with 100% renewable electricity, but 8.3% of its energy comes from renewables, according to its energy mix data from April 1, 2019 to March 31, 2020.

PAYG Simple Energy

This tariff is available to prepaid customers who use a prepaid meter and is also one of the cheapest at current tariffs.

It’s a variable tariff, so your energy prices can go up or down, but like the other deals Avro currently offers, there’s no exit charge, so you can switch to a better offer at any time at no cost.

Monthly price Simple and Flow12M
Annual cost £1,035.20 (£86.27 per month)
Fixed/variable Fixed for 1 year
Renewable rate? No
Exit fees Nothing

Remarks: Estimated monthly cost of gas and electricity for an average user (2,900 kWh electricity per year and 12,000 kWh gas) in London paying by monthly direct debit. Correct as of July 15, 2021.

Avro Energy review (2021): Price range

In order to simplify its energy offer, Avro offers a very limited range of tariffs.

We were quoted for two rates, but Avro currently only offers six, including four fixed plans and one a la carte rate. Like other providers, it also offers tariffs that pay you for any energy you generate yourself (using solar panels, for example) and feed back into the grid. It only supplies domestic customers.

There are no specific offers for EV drivers, which give you cheaper electricity at night to charge your car, and Avro offers no green tariffs.

Avro Energy Review (2021): Survey Results

Customer service

Avro customers were generally satisfied with its customer support, with 74% saying they were satisfied or very satisfied with the care they received. Avro was the second highest percentage among vendors in our survey; Only Octopus Energy performed better, with 92% of customers responding positively when asked about their experiences with customer support.

On the other hand, 11% of respondents said they were very dissatisfied with its customer support. While that’s a lot compared to the measly 1% of very dissatisfied Octopus customers, it’s also well below the 17% of British Gas customers who were very dissatisfied with their supplier’s customer support system.

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Value for money

Avro came very close to Octopus for value for money. Here, 89% say they are Satisfied or Very Satisfied, compared to 91% for Octopus. It did, however, have more very satisfied customers than Octopus, at 57% versus 52% for Octopus.

Accuracy and clarity of invoices

For the accuracy and clarity of its invoices, Avro was not rated as highly as Octopus, although it still performed well. In total, 83% of customers were satisfied or very satisfied with the ease of understanding and the accuracy of their invoices.

Smart meters

Normally installed by your energy supplier, smart meters automatically send your meter readings to your suppliers and allow you to track your energy consumption in real time. Of the Avro Energy customers who participated in our survey, a slightly disappointing 37% said they had a smart meter, and some of these may have been installed by a previous supplier rather than Avro.

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Avro was the top supplier in our survey in terms of the number of complaints it received and the speed with which it resolved them, according to the latest data released by energy regulator Ofgem. It received just 235 complaints from 100,000 customer accounts, resolving an impressive 87% by the end of the next business day and nearly all of them within eight weeks.

Ofgem complaints data

Complaints for 100,000 customer accounts Average industry complaints per 100,000 customer accounts Complaints resolved by the end of the next business day Complaints resolved within eight weeks
235 1,629 87% 98%

Remarks: The data relates to the first three months of 2021.

Avro Energy Review (2021): Verdict

Avro has some of the cheapest energy deals on the market and comes with good customer service, clear and accurate bills and excellent complaints handling. Its small number of tariffs is easy to understand.

However, it does not offer any specialized rates for electric vehicle drivers or any other with 100% renewable energy, or carbon offset or green gas, so if you care about your impact on the planet, you may want to – be looking elsewhere.

Joseph P. Harris