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  • FIRST POST
    • MSE Dan L
    • By MSE Dan L 11th Jun 16, 9:59 AM
    • 615Posts
    • 376Thanks
    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 32
    • LyndaS
    • By LyndaS 16th Apr 17, 2:25 PM
    • 14 Posts
    • 10 Thanks
    LyndaS
    We seem to be the lucky ones that don't need any hand holding. We transferred our electric to Iresa last year and have not had any problems, so no need to contact them by phone. Any queries we have sent them by email or the on-line facility and waited for a response (which although not instant, has been within a reasonable time). The changeover went smoothly and was happy enough to recommend them to a relative when their e-on collective tariff came to an end.
    Received the message the other day that the bill was ready to download; logged in OK and there it was, with correct readings and calculations. Same for the relative. Seems like it is gas they possibly can't get right.
    Have done a comparison today and we are still on the best available tariff for electric; so unlike a lot of other people, we are happy we signed up with them.
    Originally posted by ASavvyBuyer
    I suspect I'm going to get flamed for this, but you seem a lone voice in the sea of complaints I read on this and related threads.

    So may I request to join you as another "lucky" customer?

    I applied to join Iresa about 3 weeks ago. I had read some of the complaints, but most seem to have appeared in the last 2 weeks. Anyway I was preparing myself for the worst.

    I applied to join Iresa via their website, having been enticed by their low prices, but wary of the complaints people had posted, I also checked their terms carefully. I knew they are a relatively new supplier, so perhaps I was expecting some teething issues...

    Anyway within 24 hrs of application, we had received confirmation and acknowledgment of my application to switch.
    It gave us all the expected timings, and so far they have been as good as their word.

    They set up the direct debit with out bank, and took the first payment as they said they would (they even sent another email to remind us just before they collected) last week.

    That reminder came as our cooling off period ended, and that is also when they gave us access to the online account.

    Having checked the online account, I could see there was no meter details set up, as many people seem to be complaining about, meaning there was no way to enter meter readings.

    But there was access to the online messaging system, and I noticed one of the pre-defined titles was about meter readings, so I decided I could use that if necessary.

    I checked again when my DD was taken, and was upset that my online account was not showing teh credit. But then I noticed it said it could take up to 4 working days for credits to show on my account.

    Today, 5 days before the actual switching date, I have just checked my online account again.

    First thing I spotted was that my DD payment was now credited, well within the 4 working days they say to allow.

    Then I checked the meter details, and they too are now loaded, and the facility to enter meter readings up and running for me. It seems they only made this available this from the time the window opened to allow acceptable meter readings to be submitted, but I will enter them on the actual switching day next week

    So, so far, I have had no need to contact Iresa, apart from making the application to switch to them via their website.

    If I search really hard to find something to complain about, I suppose some may find the following a little irritating:

    a) We have E7, and I was expecting two fields to enter day and night readings. On the Iresa site, you have to tab to another page to enter the second registry entry. Strangely, it even allows for different dates for each registery reading.

    b) Credits are not shown immediately via the online account

    c) The tariff detail loaded was not what I was expecting, but then realised all prices were shown excluding VAT

    But I think I can live with these small quirks of the Iresa online account - some small suppliers do not even provide you with online account access at all, and I managed to survive without it before the internet existed.

    Looking forward to a year of cheap electricity now
    Last edited by LyndaS; 16-04-2017 at 2:28 PM.
    • MCGONIS
    • By MCGONIS 16th Apr 17, 4:03 PM
    • 681 Posts
    • 779 Thanks
    MCGONIS
    I suspect I'm going to get flamed for this, but you seem a lone voice in the sea of complaints I read on this and related threads.

    So may I request to join you as another "lucky" customer?

    I applied to join Iresa about 3 weeks ago. I had read some of the complaints, but most seem to have appeared in the last 2 weeks. Anyway I was preparing myself for the worst.

    I applied to join Iresa via their website, having been enticed by their low prices, but wary of the complaints people had posted, I also checked their terms carefully. I knew they are a relatively new supplier, so perhaps I was expecting some teething issues...

    Anyway within 24 hrs of application, we had received confirmation and acknowledgment of my application to switch.
    It gave us all the expected timings, and so far they have been as good as their word.

    They set up the direct debit with out bank, and took the first payment as they said they would (they even sent another email to remind us just before they collected) last week.

    That reminder came as our cooling off period ended, and that is also when they gave us access to the online account.

    Having checked the online account, I could see there was no meter details set up, as many people seem to be complaining about, meaning there was no way to enter meter readings.

    But there was access to the online messaging system, and I noticed one of the pre-defined titles was about meter readings, so I decided I could use that if necessary.

    I checked again when my DD was taken, and was upset that my online account was not showing teh credit. But then I noticed it said it could take up to 4 working days for credits to show on my account.

    Today, 5 days before the actual switching date, I have just checked my online account again.

    First thing I spotted was that my DD payment was now credited, well within the 4 working days they say to allow.

    Then I checked the meter details, and they too are now loaded, and the facility to enter meter readings up and running for me. It seems they only made this available this from the time the window opened to allow acceptable meter readings to be submitted, but I will enter them on the actual switching day next week

    So, so far, I have had no need to contact Iresa, apart from making the application to switch to them via their website.

    If I search really hard to find something to complain about, I suppose some may find the following a little irritating:

    a) We have E7, and I was expecting two fields to enter day and night readings. On the Iresa site, you have to tab to another page to enter the second registry entry. Strangely, it even allows for different dates for each registery reading.

    b) Credits are not shown immediately via the online account

    c) The tariff detail loaded was not what I was expecting, but then realised all prices were shown excluding VAT

    But I think I can live with these small quirks of the Iresa online account - some small suppliers do not even provide you with online account access at all, and I managed to survive without it before the internet existed.

    Looking forward to a year of cheap electricity now
    Originally posted by LyndaS
    Hi. Your feedback is 100% what I would have said up until February this year, having been with them since 2016. Where the problems start is you open a ticket for example, asking them to change your direct debit. In my case I wanted it put up. They don't respond. I send another ticket asking they change the email address I log in with to a Gmail one as BT are going to start charging me £5 per month for theirs. Iresa don't respond. The tickets are still open (not actioned) two months later.

    They are cheap in price. Poor in service. I can't wait for my transfer to happen so I can move on and they have really riled me.
    • gardner1
    • By gardner1 16th Apr 17, 8:54 PM
    • 2,237 Posts
    • 3,312 Thanks
    gardner1
    been with them for 3 months for electric and no complaints so far
    • PaschalFun
    • By PaschalFun 17th Apr 17, 11:00 AM
    • 89 Posts
    • 15 Thanks
    PaschalFun
    Hi. Your feedback is 100% what I would have said up until February this year, having been with them since 2016. Where the problems start is you open a ticket for example, asking them to change your direct debit. In my case I wanted it put up. They don't respond. I send another ticket asking they change the email address I log in with to a Gmail one as BT are going to start charging me £5 per month for theirs. Iresa don't respond. The tickets are still open (not actioned) two months later.

    They are cheap in price. Poor in service. I can't wait for my transfer to happen so I can move on and they have really riled me.
    Originally posted by MCGONIS

    I don't think Iresa allow you to set your own lkevel of direct debit payments. Most suppliers don't. Yes there is the odd supplier that will allow you to provide them an interest free loan, but Iresa uniquely offers to pay 4% interest to accounts in credit ... but don't want their energy accounts to be used as savings vehicles.

    I suggest you put any extra money in a suitable bank/savings/deposit account of your own to earn interest on it
    This MSE article may assist you in finding something suitable for your spare cash
    http://www.moneysavingexpert.com/savings/which-saving-account
    • seekerabroad
    • By seekerabroad 18th Apr 17, 5:21 PM
    • 1 Posts
    • 0 Thanks
    seekerabroad
    Iresa Ltd
    I've recently joined iresa on 30/3/17 I sent in my 1st meter reading and got email confirmation of said reading. However they've put a different reading on my account, one that is way in excess of what it is at now, over 2 weeks later!
    In addition, they sent this wrong reading back to my old supplier which resulted in £50 bill over 2 days!?!
    I've sent emails and got no response!
    I try to call but there's always a of 40 to 60 callers in front of me!?!

    Anyone know how long I have to stay with them before I can switch away?
    • Hengus
    • By Hengus 18th Apr 17, 5:59 PM
    • 4,650 Posts
    • 2,822 Thanks
    Hengus
    I've recently joined iresa on 30/3/17 I sent in my 1st meter reading and got email confirmation of said reading. However they've put a different reading on my account, one that is way in excess of what it is at now, over 2 weeks later!
    In addition, they sent this wrong reading back to my old supplier which resulted in £50 bill over 2 days!?!
    I've sent emails and got no response!
    I try to call but there's always a of 40 to 60 callers in front of me!?!

    Anyone know how long I have to stay with them before I can switch away?
    Originally posted by seekerabroad
    It real terms, how much are you out of pocket? Iresa will only charge you the daily standing charge until your meter passes the opening meter reading. You are free to switch now without penalty.
    • Jennifer Layton
    • By Jennifer Layton 19th Apr 17, 3:16 PM
    • 2 Posts
    • 0 Thanks
    Jennifer Layton
    I own two properties and I did a switch with EON. They switched the wrong property. My previous supplier has sent me a final bill and I have complained to EON. However they intinue to bill me while they fail to continue with my complsi after the first acknowledgement from them. When I phone the number given to me I am on hold for 15 mins so I disconnect.
    • macman
    • By macman 19th Apr 17, 4:55 PM
    • 41,425 Posts
    • 17,047 Thanks
    macman
    15 minutes? Luxury! I used to dream of only waiting 15 mins for Iresa to pick up the phone...
    2 hours is not atypical. Coupled with the fact that they either fail to respond to messages through online support, or take 6 weeks or more to do so, makes them effectively uncontactable. They've even gone quiet on Twitter, where the CEO used to post regularly.
    My experience is similar to that outlined above: the initial switch process is handled very efficiently. Some people even get both meter points set up (not me)! But after that it all seems to go downhill rapidly. Even when a response is received, it's invariably a stock answer 'sorry about that, we are looking into it', which is followed by no action whatsoever.
    Maybe now they have stopped taking on new customers, they can focus on serving the existing ones better? But I'm really not holding my breath.
    Last edited by macman; 19-04-2017 at 4:59 PM.
    No free lunch, and no free laptop
  • E.ON Company Representative: Malc
    Switching from E.ON
    I own two properties and I did a switch with EON. They switched the wrong property. My previous supplier has sent me a final bill and I have complained to EON. However they intinue to bill me while they fail to continue with my complsi after the first acknowledgement from them. When I phone the number given to me I am on hold for 15 mins so I disconnect.
    Originally posted by Jennifer Layton
    Hello Jennifer and welcome to the Forums.

    Am I right in assuming you've tried to switch one of your properties but the wrong account has been taken? If this is the case, it's what's known as an Erroneous Transfer. With these, in the first instance, it's best to contact the company who took the wrong supply. This is because, when the losing supplier contacts a gaining supplier, the latter invariably claim to have a valid contract and reject the approach. Once it's established that a transfer has been wrongly done, all suppliers have to put it right as quickly as possible.

    Once the mistake has been accepted, the supplier who has taken over wrongly will send us a request to retake the supply. When received, we'll take the supply back and set it up as though it had never been away. The supply period and billing will be continuous. This is usually done within 6-8 weeks of the mistake being accepted by the gaining supplier.

    It's the gaining supplier who drives a switch. The final bill you mention will have been raised based on the meter readings they gave us once they completed the takeover. Don't worry, once the Erroneous Transfer goes through, the final bill will be cancelled and charges will continue uninterrupted.

    At the same time, ask Iresa to take over the account you originally wanted to switch. They'll send us their opening meter readings and we'll use the same ones to close our account and send a final bill for the account you want to move.

    Sorry if some of my speculation is off track Jennifer but hope this points you in the right direction.

    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"
    • Hengus
    • By Hengus 20th Apr 17, 9:00 AM
    • 4,650 Posts
    • 2,822 Thanks
    Hengus
    Is Iresa communicating with any of its customers at the moment? I cannot get them to bill me properly for gas (it's not just the CV issue). I also sense from a response that I have received from The EO that Iresa may not have responded to its request for information.
    • FullForce
    • By FullForce 20th Apr 17, 9:44 AM
    • 49 Posts
    • 19 Thanks
    FullForce
    Is Iresa communicating with any of its customers at the moment? I cannot get them to bill me properly for gas (it's not just the CV issue). I also sense from a response that I have received from The EO that Iresa may not have responded to its request for information.
    Originally posted by Hengus
    If you have now escalated the matter to the Energy Ombudsman, the supplier is under no obligation to discuss the matter further with you directly.
    All discussions on the matter will now need to go through the ombudsman service.
    • grumpycrab
    • By grumpycrab 20th Apr 17, 9:49 AM
    • 3,273 Posts
    • 1,486 Thanks
    grumpycrab
    Is Iresa communicating with any of its customers at the moment?
    Originally posted by Hengus
    No tweets for 6 days (he/she/they on holiday this week?); phone queues 35+; not allowing new customers in (do they know how lucky they are?) etc etc
    https://twitter.com/IresaEnergy/with_replies
    Last edited by grumpycrab; 20-04-2017 at 9:58 AM.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • FullForce
    • By FullForce 20th Apr 17, 9:51 AM
    • 49 Posts
    • 19 Thanks
    FullForce
    ...

    If I search really hard to find something to complain about, I suppose some may find the following a little irritating:

    a) We have E7, and I was expecting two fields to enter day and night readings. On the Iresa site, you have to tab to another page to enter the second registry entry. Strangely, it even allows for different dates for each registery reading.

    ..
    Originally posted by LyndaS
    We are on E7 with Iresa, and our account is not set up quite like that.

    When we come to input the meter readings, there is only one page to enter them on (2 fields), and you only enter the date once.

    I see you imply you haven't actually entered any meter readings yet, so are you perhaps getting confused with reading past meter readings where I agree the day and night registry entries do appear on different pages.
    • FullForce
    • By FullForce 20th Apr 17, 9:53 AM
    • 49 Posts
    • 19 Thanks
    FullForce
    No tweets for 6 days ...
    Originally posted by grumpycrab
    Does that include Good Friday, Saturday, Easter Sunday and Easter Monday???

    Edit:
    The last tweet I see from them said

    Contact us with any issues accessing your online account....
    Last edited by FullForce; 20-04-2017 at 9:59 AM.
    • funkyjunky
    • By funkyjunky 20th Apr 17, 10:43 AM
    • 2 Posts
    • 0 Thanks
    funkyjunky
    Don't touch these people with a barge pole. Customer service is pretty non existent, if you need to call them, average queues range from 50-70 and you will be waiting for AT LEAST an hour.

    Reporting via their online system is just as bad, I currently have 10 outstanding issues on their system.

    They also seem to be incompetent, as I luckily noticed a request in my account from someone else to change the email address on the account!!!

    They have also cocked up the transfer of gas from my old property, and 3 months on still have not managed to do it.

    They may be a slightly lower price, but I hate to say it, not really worth it. Even British Gas have better support that these folks, and that is saying something.
    • funkyjunky
    • By funkyjunky 20th Apr 17, 10:45 AM
    • 2 Posts
    • 0 Thanks
    funkyjunky
    Lucky
    I think you have just been one of the very few lucky ones.

    Hope you never have to contact them.
    • macman
    • By macman 20th Apr 17, 3:58 PM
    • 41,425 Posts
    • 17,047 Thanks
    macman
    Is Iresa communicating with any of its customers at the moment? I cannot get them to bill me properly for gas (it's not just the CV issue). I also sense from a response that I have received from The EO that Iresa may not have responded to its request for information.
    Originally posted by Hengus
    Nope. Last response I had from them was on 6/3, and I still have 4 tickets open on the system.
    And it's not just customers. My previous supplier (E.On) has been trying to contact them for 3 weeks to agree a final gas read, but they do not respond to them either.
    No free lunch, and no free laptop
    • Hengus
    • By Hengus 20th Apr 17, 4:08 PM
    • 4,650 Posts
    • 2,822 Thanks
    Hengus
    Nope. Last response I had from them was on 6/3, and I still have 4 tickets open on the system.
    And it's not just customers. My previous supplier (E.On) has been trying to contact them for 3 weeks to agree a final gas read, but they do not respond to them either.
    Originally posted by macman
    Thanks. That's what I thought.

    Edit: Iresa has just updated my Gas transactions page for February/March but there is no bill. As others have said, thy are still using a fixed multiplier of 11.4 which equates to a truncated calorific value of 40.1 whereas my average daily CV for the period is 39.5. Clearly, nearly 5 months on, Iresa are no closer to resolving the calorific value issue.
    Last edited by Hengus; 20-04-2017 at 4:46 PM.
    • youravinalarrrf
    • By youravinalarrrf 20th Apr 17, 5:21 PM
    • 286 Posts
    • 187 Thanks
    youravinalarrrf
    Is Iresa communicating with any of its customers at the moment? I cannot get them to bill me properly for gas (it's not just the CV issue). I also sense from a response that I have received from The EO that Iresa may not have responded to its request for information.
    Originally posted by Hengus
    He can only hide in the toilets blubbering like a girl for so long before someone finally notices that he's gone missing and drags him back to his desk so he can continue working on his abacus. Sadly for him I think Blackadder previously cornered the market in the underpants on the head and two pencils up the nose trick.

    Not unreasonably the visitor posts on Facebook seem to be getting more and more angry by the day with absolutely no recent official responses being posted by Iresa on any of the social media sites.

    It would appear that a situation now exists where Iresa don't answer the phone to customers, don't appear to even read let alone reply to either customer emails or questions/complaints placed on online accounts (although trying to be fair a complaint sent to them via email on the 13th April has now been copy/pasted by them into the Support area in my online account and been given a reference number but the complaint has not been formally acknowledged via email and it has most definitely not been responded to) and they are not currently posting anything on the social media sites.

    More importantly if Iresa are also not communicating with the other energy suppliers, the Ombudsman or Ofgem surely this can't be allowed to continue before it negatively impacts Iresa's business in a big way effectively making them impossible to deal with or remain part of the energy market.

    Based on that I am guessing the answer to your original question must probably be NO!

    All this does is make customers begin to wonder if anyone is actually doing any work at all at Iresa and it would clearly not be unreasonable for any customer to begin doubt whether Iresa are even still in business?

    Whatever the reason/s for this unacceptable and intolerable behaviour by an energy supplier I can't honestly see Ofgem allowing it to continue for very much longer.

    You would think that after being given their first warning by Ofgem regarding improving their levels of customer service if there is no evidence of immediate improvement Ofgem will be left with no option but to step in and take swift enforcement action if only to deflect any criticism of themselves for issuing Iresa with their Operator's Licenses in the first place without carrying out due diligence, financial and systems checks beforehand and also for not taking more robust enforcement action against Iresa much earlier?

    If memory serves me correctly a similar period of total silence also preceded GB Energy going bankrupt and when things go totally quiet in these circumstances it is not usually a good sign.

    These are obviously totally different circumstances to what happened with GB Energy and this is only wild speculation and not based on any known facts but in the absence of any formal announcement by either Iresa or Ofgem do you think it's possible that Ofgem's search to find a supplier of last resort to take on Iresa's existing customers may have already begun behind the scenes?
    • brewerdave
    • By brewerdave 20th Apr 17, 5:27 PM
    • 4,596 Posts
    • 1,909 Thanks
    brewerdave
    ...my next DD is due to be taken tomorrow - bet their "system" manages that task OK
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