Last updated: 7 December 2020
In this guide you’ll find
Shell Energy company profile
Shell Energy plans
How to pay your Shell Energy bills
Shell Energy customer benefits
What are Shell Energy's reviews like?
Is Shell Energy a good option as an energy supplier?
Shell Energy is a multi-utility supplier, offering broadband and smart home technology in addition to gas and electricity to both domestic households and business customers. Shell Energy supplies 100% renewable electricity to all its customers, regardless of tariff.
Founded: 2008 (as First Utility)
Total customers: 1,000,000 (including Green Star Energy)
Shell Energy started out life as First Utility in 2008 and grew quickly to become the largest energy company outside of the big six in October 2013. In February 2018, Shell completed its buyout of the company, rebranding itself as Shell Energy.
In March 2019, the company announced all customers would be supplied with electricity from 100% renewable sources, and in October the same year, the company agreed to purchase Green Star Energy’s 200,000 residential gas and electricity customers. They’re currently in the process of being transferred from Green Star Energy to Shell Energy.
Shell Energy offers a varied selection of energy tariffs to customers.
|Tariff name||Fixed period?||Exit fees||Added extras|
|Go Further October 2021||Until October 2021||£50 per fuel||Carbon credits for electricity and gas; Google Nest Hub; Shell Go+ rewards|
|Energy September 2022||Until September 2022||£50 per fuel||Google Nest Hub and Google Nest Mini; Shell Go+ rewards; broadband discount available|
|Energy August 2023||Until August 2023||£50 per fuel||Google Nest Hub, Google Nest Mini, and Google Chromecast; Shell Go+ rewards; broadband discount available|
|Energy October 2021 Charge and Drive||Until October 2021||Yes, check with supplier for details||Exclusively for electric car drivers; SMETS2 smart meter required; charge point offer (£449 including VAT); free credit to cover 2,000 miles of charge per year|
|Flexible 4||No||None||Shell Go+ rewards; broadband discount available|
A standard variable tariff is also available to prepayment customers.
Shell Energy supports a variety of different ways to pay your bills if you’re on a non-prepayment meter:
|Monthly direct debit||Spread the cost of your energy over a 12-month period by paying the same fixed amount every month.|
|Variable direct debit||Pay for the exact amount of energy you’ve used each month. The amount you pay will vary from month-to-month depending on your usage – expect to pay more in the winter months than during summer.|
|Online (MyAccount)||Make regular or one-off payments as and when you see fit to clear your bills.|
|Phone||Call 0330 094 5800 – have your credit or debit card to hand along with your Shell Energy account number. Payments will be processed and appear in your account after 3-5 days.|
|Bank transfer||See Shell's website for payment details|
Green Star Energy customers currently paying by cash or by cheque will need to switch to one of the above payment methods after your transfer to Shell Energy is complete. If that doesn’t fit your lifestyle, consider switching to a provider that supports your chosen payment method.
Shell Energy plans come with a range of benefits, some of which can help you better monitor and manage your energy consumption to help save money on your bills:
All Shell Energy customers can rest easy knowing that all of their electricity is sourced from renewable sources, including wind, solar, and biomass. The company’s supply is certified by Renewable Energy Guarantees of Origin (REGOs), which also ensures the electricity is generated locally in the UK.
Several Shell Energy tariffs come with additional smart technology, such as the Google Nest hub to control smart appliances in your home. Shell Energy also offers free second-generation (SMETS2) smart meters to better manage your energy consumption, and offers an exclusive
Customers who own solar PV systems can – by installing a sonnenBatterie – gain Solar Credits during the summer months for exporting excess electricity back into the grid. Come winter, you can use the credits to reduce your electricity bill by up to £150.
In addition to energy plans, Shell Energy also offers a selection of Smart Streaming broadband bundles, costing from £21.99-£35.99 per month depending on the package and speed selected. It also offers a couple of Ultrafast Fibre packages with streaming speeds up to 290Mbps. All broadband plans come with an 18-month contract.
Shell Energy offers 100% renewable electricity as standard, while its Go Further tariff comes with carbon credits to ensure your gas consumption is carbon neutral too. The company is keen to invest in “nature-based solutions” to offset its carbon emissions from supplying gas to customers. UK-based schemes include establishing a million trees on Forestry and Land Scotland’s estates over a five-year period, while it’s also backing projects protecting existing forests in Peru and Indonesia.
This helps Shell Energy secure its credentials as a planet-friendly energy supplier.
Like most energy companies, Shell Energy is involved in the national rollout of smart meters, helping to install smart meters in the homes of all customers who want one. If you’re looking for a Shell Energy smart meter then log into your online account to register your interest.
Shell has resumed its smart meter installations after pausing for Covid-19, but all engineers are equipped with PPE and promise to comply with social distancing rules to protect both you and them.
These installations are free of charge, and are a worthy addition given that smart meters offer several benefits, including an end to estimated bills and real-time, accurate information about your energy consumption.
With more than 46,000 reviews as of December 2020, Shell Energy has a TrustPilot average score of 3.8 out of 5. As is always the case with a company that has a large number of reviews, you should read the ones that cover areas you're most concerned about, like installation or customers service - you can filter the ones that look most relevant to you on TrustPilot's website.
Shell Energy’s customer service can provide help in a range of areas, from paying your bill and moving home to renewing your contract and emergencies. According to Which?, Shell Energy was placed 29th out of 35 energy companies in the annual Which? energy supplier satisfaction survey.
If you aren’t happy with Shell Energy’s customer service, you can raise a complaint. The process for this is relatively simple:
Contact Shell Energy directly via an online form, phone (0330 094 5800), typetalk (18002 0330 0945 800), or by writing to the following address: Customer Services, Shell Energy, PO Box 6363, Coventry, CV3 9LR. It’s committed to providing a written response within 10 working days.
If the complaint cannot be resolved at the first point of contact, Shell Energy customer service will pass your details onto the Resolution Centre. An escalated complaints team can also be contacted, who will aim to respond within five days.
If the issue cannot be resolved within eight weeks, you can pass your complaint onto the Energy Ombudsman.
Despite the fact Shell is predominantly a fossil-fuel company, Shell Energy’s commitment to providing 100% renewable electricity as well as carbon-neutral gas (through its Go Further tariff) makes it potentially a good choice for environmentally conscious customers. Shell Energy’s range of tariffs and broadband packages may also appeal to those looking for flexibility and the opportunity to combine services to save money on purchasing them individually.