Evinox Residential Recensioni 19

Risposta di Evinox Residential

6 giorni fa

We’re very sorry to hear about your recent experience and understand how frustrating long wait times can be. This is not the level of service we aim to provide.

We did experience a temporary fault with our phone systems last week, which impacted our response times. The issue was resolved within a few hours, and service has since returned to normal.

If your query is still outstanding, please don’t hesitate to contact us via email, and we’ll be happy to assist you as quickly as possible.

Thank you for your patience and for bringing this to our attention.

Risposta di Evinox Residential

23 apr 2026

Thank you for taking the time to share your feedback. We’re very pleased to hear that Sian was able to assist you and provide a positive customer service experience.

We’re sorry to hear about your concerns regarding billing transparency. We understand how important it is to have clear, detailed information about how charges are calculated, especially for your own records and peace of mind. Your feedback has been noted and will be taken into consideration as we continue to improve our customer portal and the level of detail it provides.

In the meantime, please be assured that our team is always available to help. If you require a breakdown or further clarification of your charges, we would be happy to provide this directly.

Risposta di Evinox Residential

23 apr 2026

Thank you for taking the time to leave your feedback. We are sorry to hear about your experience and appreciate you raising your concerns.

We acknowledge your comments regarding our telephone wait times and customer service, and we are taking this feedback seriously.

Having reviewed the billing history on the account, the bills issued from October to the end of January were based on actual meter readings, with the exception of one reading during that period. Based on the information available, it does not appear that there has been any overpayment. The consumption recorded is on the higher side, and the tariff applied is above average. As the billing provider, we work with the managing agent to set an initial tariff rate, once billing commences, we work with the managing agent to review the tariff after three months; this is currently under review.

We are not solely responsible for the setting of a tariff, this needs to approved by the managing agent.

For your peace of mind, we would like to reassure you that Evinox Residential does not make any profit from the cost of energy. Our fees are recovered separately as a fixed cost through the facility charge, so we have no financial benefit in setting higher energy tariffs.

Since the end of January, we have been unable to issue further bills because we have not been receiving meter-read information for the property. The Managing Agent is aware of this issue and is working to resolve it as quickly as possible. In normal circumstances, billing may be estimated where meter data is unavailable. However, as the tariff is also currently under review by the Managing Agent, billing has been paused until both matters are resolved.

We are sorry for the frustration this has caused and appreciate your patience while these issues are being addressed.

Risposta di Evinox Residential

3 mar 2026

We’re sorry to hear that you feel this way and appreciate you taking the time to share your experience.

Heat networks operate differently from traditional gas and electricity suppliers. They are privately managed communal systems, and costs related to metering, billing setup, and system onboarding are sometimes included as part of the overall service structure. These charges help cover the infrastructure, data management, compliance, and customer support required to operate the network accurately and transparently.

We understand that terminology such as “set-up fee” can feel unfamiliar, and transparency is important to us. Charges are agreed contractually with the building owner or managing agent and should always be clearly outlined within the billing framework.

If you would like us to review your specific case or provide further clarification, please contact our team directly at billing@evinoxresidential.co.uk, and we will be happy to assist.

Risposta di Evinox Residential

26 feb 2026

Thank you for sharing your positive experience.

We understand how frustrating it can be to receive bills later than expected, especially after moving into a new home.

We’re really pleased that Emmanuel was able to explain the situation and provide reassurance about your charges clearly.

Occasionally, when a new account or building is first set up on the system, there can be delays before billing is fully in place. We appreciate your patience while this was resolved, and we’re always here to clarify any aspect of your account whenever you need us.

Risposta di Evinox Residential

3 mar 2026

Dear Customer,

We’re sorry to read your review and understand that receiving a bill of this size can be concerning.

We would like to clarify that a detailed breakdown of charges is provided with all bills. Following your enquiry, our customer service team has also supplied a further itemised explanation of the charges applied to your account.

As communicated to residents in December, a review of billing was necessary as earlier invoices had been issued without reflecting the updated tariff. This resulted in an adjustment covering a two-year period to ensure charges accurately reflected energy usage and tariff rates.

The higher balance shown on your recent bill includes previously undercharged amounts that accumulated over recent months.

We would also like to reassure you that we do not add profit to the cost of gas itself. Charges reflect your energy consumption, applicable tariffs, and the cost of operating and maintaining the communal heating system.

We appreciate that billing adjustments can be frustrating, and we are committed to being transparent. If you would like us to review your account with you directly, please contact us at billing@evinoxresidential.co.uk, and we will be happy to assist further.

Risposta di Evinox Residential

26 feb 2026

Thank you for your kind feedback.

We’re very proud of our team, and it’s great to hear that Emanuel listened and was able to resolve the situation for you. Providing attentive, solution-focused support is exactly what we strive for every day.

Your review means a lot to us and to Emanuel personally, thank you for taking the time to share it.

Risposta di Evinox Residential

11 feb 2026

Thank you for your kind review! We’re so pleased to hear that our customer services team was able to help. Providing supportive and reliable service is always our priority, and your feedback truly means a lot to us.

Risposta di Evinox Residential

11 feb 2026

Dear Harminder,

Thank you so much for your kind words and for taking the time to share your experience.

We’re absolutely delighted to hear how helpful and supportive Caroline has been. She truly embodies what we stand for: making sure our customers feel heard, valued, and fully supported. Your feedback means a great deal to both her and the entire team.

If there’s ever anything else we can assist you with, we’re always here to help.

Risposta di Evinox Residential

Aggiornata il 2 feb 2026

Dear Customer,

Thank you for taking the time to raise your concerns, and we’re sorry for the frustration this situation has caused.

Following a detailed review, it became apparent that the facility charge applied through our billing services was also being recovered separately by the Managing Agent via the service charge. We were not previously aware that this element was being collected in this way.

As soon as this was identified and confirmed with the Managing Agent, we worked collaboratively to agree the appropriate resolution and to arrange for refunds to be processed as quickly as possible.

Residents were contacted at the beginning of 2026 to confirm that refunds for the first two affected years would be issued, with payments scheduled for February. A review of the 2025 charges is currently being finalised, and we will provide a further update as soon as this process is complete.

We fully understand how concerning this situation is and appreciate your patience while it has been investigated and resolved. Please be assured that we are committed to ensuring all charges are accurate and transparent, and to putting matters right where discrepancies are identified.

If you would like to discuss your individual account in more detail, please contact us at billing@evinoxresidential.co.uk, and our team will be happy to assist.

Kind regards,
Evinox Residential

Risposta di Evinox Residential

11 feb 2026

Thank you for your review! We’re glad to hear that the issue with topping up your account was resolved quickly. Our team is always here to make things as smooth and straightforward as possible: don’t hesitate to reach out if you ever need support again.

Risposta di Evinox Residential

11 dic 2025

Thank you for taking the time to share your feedback, and we are truly sorry to hear about your experience. We understand how concerning it must be to receive charges that you weren’t expecting, and we appreciate the opportunity to look into this further for you.

To help us investigate your account in detail, please email us at billing@evinoxresidential.co.uk , referencing your Trustpilot review and requesting a manager review your case. This will ensure your query is prioritised so we can provide the most accurate support.

To clarify, Evinox Residential acts solely as the billing provider, which means we do not set energy tariffs, standing charges, or make a profit from the energy recorded on your meter. Standing charges apply regardless of heating or hot water usage and are typically set by your landlord or managing agent to cover services such as administration and equipment maintenance.

If your bill shows energy consumption, we are required to bill based on the usage recorded by your unit. In some situations, a unit may draw energy even if the heating has not been manually activated, this can occur if there is a technical fault. Because we are not the equipment manufacturer or maintenance provider, we aren’t able to diagnose or repair technical issues. In these cases, we recommend arranging for an engineer to inspect the unit, either independently or through your landlord/managing agent if your building has a maintenance agreement in place.

We’re sorry if this was not clearly communicated to you earlier. Our Customer Service Team is dedicated to supporting residents, and we want to ensure you receive accurate information and a fair resolution.

Thank you again for bringing this to our attention. We hope to work with you to resolve this matter as quickly as possible.

Risposta di Evinox Residential

4 set 2025

We’re sorry to hear about your experience and appreciate you taking the time to share your concerns.

To clarify, Evinox Residential acts as the billing provider, which means we don’t set energy tariffs or make a profit from the energy you use. In addition, even when heating or hot water is not in use, a daily standing charge will still apply. This charge is usually set by your landlord or managing agent and typically covers costs such as administration and maintenance.

We’d like to look into your specific case in more detail. Please email us at billing@evinoxresidential.co.uk, mentioning your Trustpilot review and requesting a manager review your account. This will allow us to investigate fully and provide you with the right support.

Thank you for giving us the opportunity to address this matter.

Risposta di Evinox Residential

19 giu 2025

We’re sorry to hear about the issues you’ve experienced since moving into your new flat, and we truly appreciate you bringing them to our attention.
We’re currently investigating your case: it appears that some of the difficulties you’ve encountered are linked to how the site was originally commissioned, which has affected our ability to access accurate meter readings for you and your neighbours. At Evinox Residential, we handle the billing of your site and are not responsible for setting up the units.
Please be assured that we’re working closely with your Managing agent and all other relevant parties to resolve this as quickly as possible.
We want to clarify that we do not profit from the energy charges themselves. Additionally, while we handle billing and customer service, we do not manage or maintain the heating systems directly. Like many UK billing companies, customer support is not available on weekends, and our office hours are Monday to Friday, 8:00 a.m. to 5:00 p.m.
Thank you for your patience. We’re committed to resolving this for you.

Risposta di Evinox Residential

16 giu 2025

We're very sorry to hear about your negative experience and sincerely appreciate you taking the time to share your feedback.

We understand how frustrating irregular billing and unexpected chaser letters can be, especially when you're trying to manage this on behalf of tenants. Your comments highlight areas where we need to improve, and we take them very seriously.

We’ve recently changed ownership and are no longer part of Evinox UK. With this transition, we're making significant efforts to improve our billing systems and overall customer experience. This includes creating a dedicated Trustpilot page, allowing us to better listen to and respond to feedback like yours.

We’ll be reaching out directly to learn more about your situation, clarify the reasons behind our billing practices, and work toward a better solution for you and your residents.

Thank you again for bringing this to our attention, and please accept our sincere apologies for the inconvenience caused.

Risposta di Evinox Residential

16 giu 2025

Thank you so much for your kind words!

We’re thrilled to hear that Caroline was able to assist you so effectively. She is a valued member of our team, and we’re incredibly proud of the care and dedication she brings to our customers every day. It means a lot to us to know that her friendly and helpful approach made such a positive difference for you.

Providing the best possible customer service is at the heart of what we do, and feedback like yours reminds us why it matters so much. We’ll be sure to pass your comments on to Caroline, she’ll be delighted!

Thanks again for your support.