Bottom line up front: Fuse Energy is one of the most compelling newer entrants in the UK energy market. It offers tariffs that often aim to undercut Ofgem’s price cap, runs a streamlined app-centric support model, and is candid about how it sources and uses renewables. The downsides: limited phone support, tariff volatility, and a shorter track record compared to legacy suppliers. Below is a deep look at real customer experience, pricing, and how Fuse stacks up in 2025.
Who is Fuse Energy?
Corporate & licence details
Fuse Energy Supply Limited holds an Electricity Supply Licence and, since 22 November 2024, a Gas Supply Licence. Ofgem Its registered office is Level39, One Canada Square, Canary Wharf, London. Companies House As of 2025, it is active and listed among Ofgem’s licensed suppliers. Ofgem
Fuse was co-founded by former fintech (Revolut) executives and has backing from investors including former Formula 1 driver Nico Rosberg. One of its strategic differentiators is that it not only supplies energy but also invests in its own renewable generation (solar and wind assets) to reduce dependency on wholesale markets.
On its website, Fuse states a mission of “cheaper tariffs, better service, and greener goals.” fuseenergy.com
Real customer feedback & experience
What people like
- Swift, responsive support via app or chat. Many customers praise how fast the chat responses are, often resolving queries within minutes. Trustpilot
- Smooth switching & installation. Users report the switch process was seamless, especially when they already had a smart meter. Overclockers UK Forums
- Good for EV / time-of-use users. Several customers highlight beneficial EV charging arrangements and lower off-peak rates. Trustpilot
Criticisms and caveats
- Limited support channels. Because Fuse emphasises app and email over phone support, some customers miss having a call centre option.
- Standing charge concerns for low users. Some users, particularly low electricity consumers, say the standing charge becomes a larger share of their bill, sometimes offsetting the lower unit rates.
- Tariff alignment issues. A few consumers mention that the timing windows for EV or off-peak tariffs didn’t align well with their usage patterns, limiting their benefit.
On Trustpilot, Fuse’s reviews are strongly positive, with many reviews citing “great customer service,” “fast replies,” and “clear billing.” Trustpilot
In forums (MoneySavingExpert, Overclockers UK), customers reflect favorably on the app interface, usage charts, and minimalist approach. One user said:
“Switched to Fuse variable early this year … nice app, with usage charts.” Overclockers UK Forums
Another said:
“Been with Fuse a year. Very responsive customer services. App is really good and is regularly updated with new features.” MoneySavingExpert Forum
Pricing & value: how cheap is “cheaper”?
Example benchmark: Ofgem price cap
For October–December 2025, Ofgem’s typical dual fuel cap (direct debit payer) is about £1,755/yr. MoneyWeek (This figure is often used in comparisons by media and consumer sites.)
How Fuse compares
- Launch claim vs the cap: On 1 September 2023, Fuse launched an electricity-only tariff that was ~13 % below the then price cap. They achieved this largely via lower standing charges. MoneySavingExpert.com
- Comparison site rankings: On Uswitch, Fuse is often listed among suppliers that can save compared with the standard variable tariff (SVT). Uswitch
- FreePriceCompare assessments: It notes that Fuse’s tariff structure is simple, with clear pricing and no exit fees for many tariffs.
- Fuse vs OVO (complaints & value): One comparison highlights that Fuse has a lower complaints per 100,000 customers ratio than OVO in recent quarters, implying relatively strong performance given its size.
- Independent comparison: In a Fuse vs Octopus comparison, early reviews praise Fuse’s lower prices and clear billing, while noting that phone support is limited. Free Price Compare
Caveats & nuance
- Tariffs differ by region, meter type, usage, and timing. A “cheapest” tariff in one region may not be in another.
- Fixed deals (which Fuse offers) will almost certainly include exit fees or restrictions; always check the terms. fuseenergy.com
- For low-consumption households, the standing charge becomes more significant; the advantage from lower unit rates may be eroded. MoneySavingExpert Forum
Fuse vs Octopus, OVO, British Gas (service & features)
| Feature | Fuse Energy | Typical Big Suppliers (Octopus, OVO, British Gas, etc.) |
|---|---|---|
| Support channels | App / email / chat prioritized; phone limited or less emphasized | Broad mix: phone support, in-person agents, more legacy support systems |
| Customer service reputation | Strong in early reviews; smaller scale; niche | Larger scale, more established track record; sometimes more complaints simply due to size |
| Innovation / app / UI | Emphasis on app interface, usage graphs, usage transparency | Many of the modern suppliers have robust apps (Octopus in particular) |
| Green / sourcing philosophy | Publishes its fuel mix; invests in owned generation; sells REGO certificates rather than using them purely for marketing | Many big suppliers rely heavily on REGO certification for “100 % green” marketing; some also invest in generation |
| Tariff variety | Focused but competitive — SVT, fixed, EV/time-of-use | Greater breadth: legacy suppliers may offer niche plans, bundled offers, add-ons, solar export (SEG), etc. |
Some independent comparisons conclude that while Octopus is strong on service metrics, Fuse can beat it on price in many cases. Also, in Fuse vs OVO, analysts highlight Fuse’s simplicity and lower complaint rate in recent quarters. Free Price Compare
One caution: big suppliers often have nationwide support infrastructure, long history, and fallback in troubled markets. Fuse is newer and growing, which brings both agility and some risks.
Tariffs & small print you should watch
- EV / time-of-use eligibility: To use Fuse’s EV tariff options, you must have a smart meter installed and be a domestic Fuse customer. fuseenergy.com
- Exit fees: Many of Fuse’s fixed-term tariffs include exit fees, though in some internal summaries Fuse states “no exit fees” for certain plans. Free Price Compare
- Billing & payment: Direct debit is typical; smart meter data is used when available. fuseenergy.com
- Tariff changes: As with many newer suppliers, Fuse adjusts offerings frequently, so a cheap deal today might vanish tomorrow. Comparisons must be made at the moment.
- Standing charge sensitivity: Especially for lower usage households, the fixed daily standing charge has outsized influence. Always check the sum of your unit + standing costs vs consumption profile.
Stability, risks & outlook
Fuse’s rapid growth and funding rounds have attracted attention. It reached “unicorn” valuations (i.e. > £1B) by mid-2025, with claims of serving tens of thousands of homes. The Times Its goal: scale renewable capacity to 2 GW by 2030. Energy Connects
That said, being relatively young means:
- It lacks the decades-long track record of legacy suppliers.
- It will face scaling, regulatory, and operational challenges.
- Customer expectations are high, and even small missteps could affect reputation.
On the plus side, Fuse’s vertical integration (own generation) may help buffer wholesale price volatility over time.
Should you switch to Fuse?
Good reasons to go for it:
- You see a tariff today that clearly beats the price cap for your region and usage.
- You’re comfortable managing support via app or chat rather than phone.
- You drive an EV or can shift consumption to off-peak windows.
- You appreciate transparent green claims and direct investment in generation.
Reasons to pause or choose an alternative:
- You strongly prefer phone/legacy support.
- You need features or bundled options (SEG, solar export, home services) that big suppliers already offer.
- You are risk-averse and prefer a supplier with long credit history.
How to compare properly (your checklist)
- Find the current regional price cap/unit + standing charge for your area.
- For any tariff, compute unit rate × your usage + standing charge × days (for your consumption).
- Check for exit fees or restrictions.
- Review recent customer feedback (past few months) for billing accuracy, disconnections, support responsiveness.
- If Fuse’s offering is best on your numbers today, it may be worth switching — but keep checking periodically (switch again if market moves).
Final verdict
Fuse Energy stands out as a bold, modern entrant in the UK supply market — combining competitive pricing, sleek app-based service, and a refreshing level of openness about its renewable strategy. It isn’t perfect — support channels are narrower, and as a newer company there’s less historical certainty — but for many households (especially those with moderate to high consumption, EV usage, or appetite for innovation) it represents an excellent option. As always, the smartest move is a data-driven switch at the moment you make comparisons, not at some earlier time.
