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  • FIRST POST
    • MSE Dan L
    • By MSE Dan L 11th Jun 16, 9:59 AM
    • 609Posts
    • 371Thanks
    MSE Dan L
    Add your feedback on energy supplier Iresa
    • #1
    • 11th Jun 16, 9:59 AM
    Add your feedback on energy supplier Iresa 11th Jun 16 at 9:59 AM
    This is a feedback thread on energy supplier

    Iresa

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 26-06-2017 at 12:33 PM.
Page 23
    • Luckwudaveit
    • By Luckwudaveit 17th Mar 17, 10:31 PM
    • 75 Posts
    • 29 Thanks
    Luckwudaveit
    FAO Toshi (I can't quote on my phone)

    After a phone call and now 2 emails, BG accept that if the switch is within 20 days of a tariff ending, the tariff extends. I used Hengus' info about the Conditions of Supply and abruptly, but politely, asked if they denied the conditions exist.

    I now have a named contact who is monitoring the account and will ensure credits are applied to the account.
    • Lucy Lockett
    • By Lucy Lockett 19th Mar 17, 11:52 AM
    • 9 Posts
    • 4 Thanks
    Lucy Lockett
    Signed up 11 Feb 2017. Electricity switched 13 March and gas 19 March. There is double paying at the beginning as Iresa has taken a DD on 2 March and BG took one on 16 March. The switch has been easy so far and I don't mind paying my DD upfront. The question is how long does it take for BG to give me a refund?
    • Hengus
    • By Hengus 19th Mar 17, 12:13 PM
    • 4,541 Posts
    • 2,709 Thanks
    Hengus
    Signed up 11 Feb 2017. Electricity switched 13 March and gas 19 March. There is double paying at the beginning as Iresa has taken a DD on 2 March and BG took one on 16 March. The switch has been easy so far and I don't mind paying my DD upfront. The question is how long does it take for BG to give me a refund?
    Originally posted by Lucy Lockett
    A supplier has 6 weeks to raise a final bill from the date of the transfer of supply. Refunds depend on the amount of any credit due and the supplier's escalating refund approvals process.
    • philng
    • By philng 19th Mar 17, 1:57 PM
    • 521 Posts
    • 47 Thanks
    philng
    Signed up 14th Feb. Gas switched from EON 14th March & Electric 19th March. Gas meter reading I have provided is already showing in Online account.
    No complaints from me unsure what all the fuss is? Now have the cheapest energy on the market for the next 12 months (subject to supplier staying in business) and no exit fees should a cheaper option present itself.
    • molerat
    • By molerat 19th Mar 17, 2:54 PM
    • 17,330 Posts
    • 11,517 Thanks
    molerat
    The fuss is that there is no problem if everything goes smoothly, the problems start when something does go wrong and you are unable to contact them. My electricity switched over on 30th Jan and my meter reads are still not showing.
    www.helpforheroes.org.uk/donations.html
    • grumpycrab
    • By grumpycrab 19th Mar 17, 3:09 PM
    • 3,255 Posts
    • 1,478 Thanks
    grumpycrab
    Non-existing Customer Service. Best bet is wait until about 11:15 on Monday morning and send a Twitter Direct Message to @IresaEnergy and, fingers crossed, you'll catch them when they come back from coffee break.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • DonnySaver
    • By DonnySaver 20th Mar 17, 8:51 AM
    • 410 Posts
    • 169 Thanks
    DonnySaver
    FAO Toshi (I can't quote on my phone)

    After a phone call and now 2 emails, BG accept that if the switch is within 20 days of a tariff ending, the tariff extends. I used Hengus' info about the Conditions of Supply and abruptly, but politely, asked if they denied the conditions exist.

    I now have a named contact who is monitoring the account and will ensure credits are applied to the account.
    Originally posted by Luckwudaveit
    This is good news - wonder if they will now apply the same rules to the rest of us ???
    • reikibillie
    • By reikibillie 20th Mar 17, 12:21 PM
    • 1 Posts
    • 0 Thanks
    reikibillie
    reikibillie
    They set up my electricity in February, but didn't set up by gas until March, they said they would take the first direct debit in March, but in fact took it in February, so I was charged by my old supplier for March, and I paid in February with them and in March with them They did not ask for a reading, but my old supplier needed one. There is only one phone number and there were 50 people before me. They are not open at the weekend so could not contact them before they took the payment. I have sent off emails to try and sort it out, but as yet no reply, and I don't know what to do whether they will sort it out, or go with another supplier, and if so, how long it will taken, and if we can sort out the charges. I cannot tell you how upset I am. This is so unprofessional
    • Hengus
    • By Hengus 20th Mar 17, 12:34 PM
    • 4,541 Posts
    • 2,709 Thanks
    Hengus
    They set up my electricity in February, but didn't set up by gas until March, they said they would take the first direct debit in March, but in fact took it in February, so I was charged by my old supplier for March, and I paid in February with them and in March with them They did not ask for a reading, but my old supplier needed one. There is only one phone number and there were 50 people before me. They are not open at the weekend so could not contact them before they took the payment. I have sent off emails to try and sort it out, but as yet no reply, and I don't know what to do whether they will sort it out, or go with another supplier, and if so, how long it will taken, and if we can sort out the charges. I cannot tell you how upset I am. This is so unprofessional
    Originally posted by reikibillie
    It is often the case that when you switch suppliers that you will end up making payments to two suppliers in the same month. Iresa does make it clear in its e-mails and on its website when the first payment will be taken from your account.

    The new supplier is responsible under the terms off its Supply Licence for managing all aspects of a switch. It should ask you for meter readings which are then passed to an industry third-party for verification. The verified readings are then passed back to the two suppliers to open and close your accounts. The losing supplier has up to 6 weeks from the date of transfer to raise a final bill.

    We all live in an age when we demand that everything happens immediately. Sadly, the procedures that underpin the transfer of supply involve many agencies from suppliers, to meter database owners to transporters. Project NEXUS was aimed at simplifying the management, inter alia, of energy transfers. Sadly, the project is now on life support.

    All that said, I accept that Iresa appears to have targeted customer growth at the expense of customer service. If you feel that Iresa is failing to manage its Licence Condition to manage your switch then report your concerns to

    consumeraffairs@ofgem.gov.uk

    Ofgem will not look into your individual case but the more people that raise concerns, the more likely it is that they will take action.
    • pj742
    • By pj742 20th Mar 17, 12:55 PM
    • 3 Posts
    • 2 Thanks
    pj742
    Iresa do not answer phone calls. I have tried for weeks. Iresa do not answer emails either.
    I switched from the MSE E-on deal when it can to an end to Iresa. They have taken £160, two direct debits but I have had no updates no switch confirmation, nothing. But they are good at taking your money.
    Use them at your peril.
  • British Gas Rep Matt
    First, you need to look at the chronology. Iresa do NOTHING for the first 14 days (i.e.; during the cooling off period) whereas most suppliers start the appropriate transfer notifications when they are told of a switch request. This is important as if BG was notified of a transfer at day 21 or later after the end of your fixed contract then it is right to move you on to the standard variable tariff. I suspect that the above is unlikely but it is worth checking.

    If you are happy that your situation sits within the SLC requirement then make a formal complaint in writing and say that, if they wish to stand their ground, you would like the matter to be deadlocked. This gives you the right to take your complaint to the EO without having to wait 8 weeks.

    I would also refer the matter to consumeraffairs@ofgem.gov.uk asserting that the supplier is not compliant with the SLC relating to fixed tariff contracts. Ask for the matter to be referred to their Compliance Department and offer to send them a copy of your bill. You will not get a detailed response to your concerns from Ofgem but no supplier likes to have the Regulator knock on their door.
    Originally posted by Hengus
    Hi Hengus, just to clear things up; if we were to announce a price rise or the withdrawal of a tariff that didn't have an end date, then you can switch within 20 working days and you would still be charged at the same rates.

    When a fixed term deal is coming to an end, we'll write to you to remind you and you can switch up to 49 days before it's due to end without any penalty.

    However it's not a price rise or change to your contract as it was always agreed the tariff would end on a specific date and if a switch isn’t completed before the end date, you would switch to our Standard tariff rates.

    If you wish you can view the Electricity Supply Standard Licence Conditions at www.ofgem.gov.uk/licences-codes-and-standards/licences/licence-conditions & you'll find the necessary info on page 141 Section 22C.3 (c) (iv) which states:

    If the Domestic Customer does not change supplier or does not expressly agree a new Evergreen Supply Contract, a new Fixed Term Supply Contract or a further fixed term period for a Fixed Term Supply Contract by the date the fixed term period of the existing Fixed Term Supply Contract is due to end, the Domestic Customer will become subject to the Relevant Cheapest Evergreen Tariff.

    Thanks, Matt
    I am the official company representative of British Gas. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Jackfrost
    • By Jackfrost 20th Mar 17, 3:49 PM
    • 1 Posts
    • 0 Thanks
    Jackfrost
    Just moved to Iresa Ltd. No email was received from them requesting meter readings failing all attempts to contact them I popped into their office which is just down the road and gave them my correct final readings for the correct dates. Just to make sure, I also notified British Gas but they have still estimated my final bill. So far the gas and the lights are still on but I'm going to have to query the BG billing. Not quite the smooth switch that I had hoped for. Also; as noted above, contacting Iresa was difficult. My e-mail attempts were blocked with 'Whoops, something has gone wrong! messages and when I tried to phone them, after several 'please hold's, an American voice informed me that I was No.86 in a queue. Not very promising.
    Last edited by Jackfrost; 20-03-2017 at 4:02 PM. Reason: I wanted to add the difficulty I had also encountered when trying to contact Iresa.
    • Hengus
    • By Hengus 20th Mar 17, 4:20 PM
    • 4,541 Posts
    • 2,709 Thanks
    Hengus
    Hi Hengus, just to clear things up; if we were to announce a price rise or the withdrawal of a tariff that didn't have an end date, then you can switch within 20 working days and you would still be charged at the same rates.

    When a fixed term deal is coming to an end, we'll write to you to remind you and you can switch up to 49 days before it's due to end without any penalty.

    However it's not a price rise or change to your contract as it was always agreed the tariff would end on a specific date and if a switch isn’t completed before the end date, you would switch to our Standard tariff rates.

    If you wish you can view the Electricity Supply Standard Licence Conditions at www.ofgem.gov.uk/licences-codes-and-standards/licences/licence-conditions & you'll find the necessary info on page 141 Section 22C.3 (c) (iv) which states:

    If the Domestic Customer does not change supplier or does not expressly agree a new Evergreen Supply Contract, a new Fixed Term Supply Contract or a further fixed term period for a Fixed Term Supply Contract by the date the fixed term period of the existing Fixed Term Supply Contract is due to end, the Domestic Customer will become subject to the Relevant Cheapest Evergreen Tariff.

    Thanks, Matt
    Originally posted by British Gas Rep Matt
    You seem to be suggesting that SLC 22C usurps SLC24.9 to 24.12 ( Continuation of Fixed Term Supply Contract terms for interim period)? If that is the case, then that is not how the suppliers that I have dealt with over the past two years have read the SLCs. I remained on a fixed tariff for three months because of a botched switch. One of the Big 6 suppliers has also confirmed many times on this forum that, provided they receive network confirmation of a transfer in progress in the period contract end to contract end plus 20 days, they will honour the fixed term tariff.

    I would refer you specifically to SLC24.10 and 10a. SLC 24.12 also makes it very clear when SLC 24 applies.

    24.12 This paragraph applies where a new Fixed Term Supply Contract comes into effect no later than 20 Working Days after (but not including) the date on which the fixed term period of a Fixed Term Supply Contract ends.

    I accept that SLCs are not an easy read. If I was one of your customers who had been subject to your interpretation of the SLCs, I would be asking consumeraffairs@ofgem.gov.uk for advice.
    Last edited by Hengus; 20-03-2017 at 4:24 PM.
    • DonnySaver
    • By DonnySaver 20th Mar 17, 5:10 PM
    • 410 Posts
    • 169 Thanks
    DonnySaver
    This is good news - wonder if they will now apply the same rules to the rest of us ???
    Originally posted by DonnySaver
    I got back onto British Gas about this via Twitter (after initially being turned down). They have now agreed to refund me the cost of being moved onto their standard tariff whilst my switch took place
    • Gambler
    • By Gambler 20th Mar 17, 7:07 PM
    • 3,165 Posts
    • 350 Thanks
    Gambler
    Iresa do not answer phone calls. I have tried for weeks. Iresa do not answer emails either.
    I switched from the MSE E-on deal when it can to an end to Iresa. They have taken £160, two direct debits but I have had no updates no switch confirmation, nothing. But they are good at taking your money.
    Use them at your peril.
    Originally posted by pj742
    They are not even good at taking your money.
    • poppellerant
    • By poppellerant 20th Mar 17, 9:24 PM
    • 1,003 Posts
    • 520 Thanks
    poppellerant
    I have emails confirming my meter readings, yet they are wrong when I look at them in my account. I contacted them early last week regarding this and have yet to receive a reply.

    So far, so bad.
  • E.ON Company Representative: Malc
    Switching from E.ON
    Just had my final bill off Eon. All sorted? Nope. Gas is fine.

    Eon have used an estimated reading for elec so iresa have obviously not bothered to pass on the reading I sent to them on 08 Feb.
    Originally posted by Gambler
    Hello Gambler.

    Is the estimated electricity meter reading different to the one you gave Iresa? When we receive readings from the third party (Data Collector), we show them as estimates as they're not yours or from a meter reader.

    If it's different, the third party could've sent the same reading to us and Iresa so both suppliers can use it to start/close their respective accounts. This stops the same electricity from being charged twice.

    Provided the difference is above 250 kWh, the change can be challenged through an industry wide process known as an Agreed Readings Dispute (ARD). The two suppliers will re-agree a reading and re-submit it. Once approved, both suppliers will amend their bills accordingly. If below 250 kWh, an ARD can't be used and the current reading will stand. This will mean paying one supplier for more kWh's than expected but this is balanced out by paying the other less.

    A final thought. As you sent the reading over a month ago and if nothing has come through, we could've automatically have estimated. If this is the case, we'll re-bill once we receive the actual reading from the third party.

    Sorry for the speculation Gambler.

    Malc
    Originally posted by E.ON Company Representative: Malc
    I've received an email to say my next DD is due. So checked my online account. Gas meter reading is now showing and it matches eon reading.

    Eureka
    Originally posted by Gambler
    Morning Gambler and glad the gas is sorted. As above, is the electricity sorted too? Do we need to re-issue our final bill or do the readings now match?

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • toshi
    • By toshi 22nd Mar 17, 10:22 AM
    • 106 Posts
    • 65 Thanks
    toshi
    FAO Luckwudaveit great news!
    FAO Toshi (I can't quote on my phone)

    After a phone call and now 2 emails, BG accept that if the switch is within 20 days of a tariff ending, the tariff extends. I used Hengus' info about the Conditions of Supply and abruptly, but politely, asked if they denied the conditions exist.

    I now have a named contact who is monitoring the account and will ensure credits are applied to the account.
    Originally posted by Luckwudaveit
    Thank you for your update. I have also emailed to request the clarification of British Gas Policy. Hopefully British Gas will update all of related customers Bills soon.

    You guys are so knowledgeable, great contribution. Thank you so much.
    • toshi
    • By toshi 22nd Mar 17, 10:48 AM
    • 106 Posts
    • 65 Thanks
    toshi
    British Gas Jan 2017 letter "Your tariff ends soon. What would you like to do?"
    You seem to be suggesting that SLC 22C usurps SLC24.9 to 24.12 ( Continuation of Fixed Term Supply Contract terms for interim period)? If that is the case, then that is not how the suppliers that I have dealt with over the past two years have read the SLCs. I remained on a fixed tariff for three months because of a botched switch. One of the Big 6 suppliers has also confirmed many times on this forum that, provided they receive network confirmation of a transfer in progress in the period contract end to contract end plus 20 days, they will honour the fixed term tariff.

    I would refer you specifically to SLC24.10 and 10a. SLC 24.12 also makes it very clear when SLC 24 applies.

    24.12 This paragraph applies where a new Fixed Term Supply Contract comes into effect no later than 20 Working Days after (but not including) the date on which the fixed term period of a Fixed Term Supply Contract ends.

    I accept that SLCs are not an easy read. If I was one of your customers who had been subject to your interpretation of the SLCs, I would be asking consumeraffairs@ofgem.gov.uk for advice.
    Originally posted by Hengus
    Thankyou very much for your contributions.

    British Gas has sent me an easy to read letter on Jan 2017 letter "Your tariff ends soon. What would you like to do?" It says ".. you can move to a different supplier without paying us any exit fees from 11th January 2017. This is about "49 days before" rule

    But also it clearly states "20 days after rule" as you, E.ON claim.




    My understanding is

    a) If customer does not transfer, then automatically transfer to standard tariff immediately

    b) If customer failed to transfer within 20 working days, standard tariff apply. (That's why we are so concerned about smooth transfer to Iresa, I think) I personally think if the transfer is delayed, still 20 days rule should apply. But I am not sure..

    c) If customer transfer to another tariff within 20 working days, previous tariff apply. Very clear straight policy. As you said, this seems the part of SLC policy.

    It is rather scandalous, if BG does not apply their policy stated above. I hope BG will fix this issue to all of their customers.
    Last edited by toshi; 30-03-2017 at 11:49 AM. Reason: minor correction reinserted image, hope works
  • E.ON Company Representative: Malc
    E.ON Price Protection Window
    Thnak you very much for your contributions.

    British Gas has sent me an easy to read letter on Jan 2017 letter "Your tariff ends soon. What would you like to do?" It says ".. you can move to a different supplier without paying us any exit fees from 11th January 2017. This is about "49 days before" rule

    But also it clearly states "20 days after rule" as you, eON claims.

    My understanding is

    a) If customer does not transfer, then automatically transfer to standard tariff immediately

    b) If customer failed to transfer within 20 working days, standard tariff apply. (That's why we are so concerned about smooth transfer to Iresa, I think) I personally think if the transfer is delayed, still 20 days rule should apply. But I am not sure..

    c) If customer transfer to another tariff within 20 working days, previous tariff apply. Very clear straight policy. As you said, this seems the part of SLC policy.

    It is rather scandalous, if BG does not apply their policy stated above. I hope BG will fix this issue to all of their customers.
    Originally posted by toshi
    Hello toshi and to confirm, my posts concern only E.ON. I wouldn't talk about or comment on what another supplier does or doesn't do.

    I've just posted about the Price Protection window on another thread. Thought it might help to put similar comments here. From our side, customers changing supplier at the end of fixed term contracts will have their prices protected. Provided, that is, the new supplier applies for the account inside the Price Protection window. This is open 49 calendar days before a fixed tariff ends until 20 working days after. If we receive notification within this window, prices will be protected up until the supply end date.

    In most cases, price protection is applied automatically but there are some switches, usually where we're waiting for information from the new supplier/third party, where these need to be done manually. We've mechanisms in place to flag up these cases.

    As above toshi, this is solely how we apply price protection. In no way is it a comment on how another supplier does this. Hope it explains our approach.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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