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  • FIRST POST
    • MSE Dan L
    • By MSE Dan L 11th Jun 16, 9:59 AM
    • 608Posts
    • 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 59
    • ASavvyBuyer
    • By ASavvyBuyer 6th Sep 17, 10:38 AM
    • 559 Posts
    • 1,446 Thanks
    ASavvyBuyer
    I had the same problem,£400 in credit,
    Originally posted by Al Ross
    How did you (and others) manage to build up a real credit of £400 ? The usage figures you used for signing up must have been a lot higher than your normal usage, thereby inflating your monthly direct debit payment. I can understand building up a credit in the summer months to offset winter consumption, but it should balance out over the year.

    When we noticed we were using slightly more electricity than estimated we asked Iresa to increase our DD by a couple of pounds and it was actioned by the next payment. When it comes to the end of the one year contract, we estimate being no more than £20 in credit.
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    • grumpycrab
    • By grumpycrab 6th Sep 17, 10:47 AM
    • 3,254 Posts
    • 1,477 Thanks
    grumpycrab
    How did you (and others) manage to build up a real credit of £400 ? I can understand building up a credit in the summer months.
    Originally posted by ASavvyBuyer
    What's the difference between a real credit and current credit? My current credit is £350 - built up over the summer months - is that not how it works? (oh damn - that's me paid off another Iresa fine from the OE !)
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • ASavvyBuyer
    • By ASavvyBuyer 6th Sep 17, 11:58 AM
    • 559 Posts
    • 1,446 Thanks
    ASavvyBuyer
    What's the difference between a real credit and current credit? My current credit is £350 - built up over the summer months - is that not how it works? (oh damn - that's me paid off another Iresa fine from the OE !)
    Originally posted by grumpycrab
    Is that credit based on actual up to date readings & up to date bills? Or is it because you have not been billed for some of your electric or gas consumption so far? I am assuming that you have submitted meter readings every month and checked that the bills match those readings.
    Rhondda Cynon Taf, 4kWp, W roof, 30° pitch, 16 x 8.33 Eternity 250w E+10 panels, Solar Edge SE4000-16A Inverter + P300 Optimisers & REUK Diverter
    + Toshiba RAS-10G2KVP-E Ultra High Efficiency Air Conditioner/Heat Pump
    • grumpycrab
    • By grumpycrab 6th Sep 17, 12:09 PM
    • 3,254 Posts
    • 1,477 Thanks
    grumpycrab
    Is that credit based on actual up to date readings & up to date bills? Or is it because you have not been billed for some of your electric or gas consumption so far? I am assuming that you have submitted meter readings every month and checked that the bills match those readings.
    Originally posted by ASavvyBuyer
    Yes ,sorry for clouding the issue, my credit is a "summer credit" with uptodate meter reads+bills. It'll soon disappear when the temperature drops, assuming Iresa are still in business by then.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • nigelbb
    • By nigelbb 6th Sep 17, 2:52 PM
    • 1,937 Posts
    • 2,690 Thanks
    nigelbb
    I didn't want to be in the position of Iresa owning me money when I moved out so took the precaution of cancelling my direct debit a couple of months ago. I entered my final meter readings before moving out & now apparently owe them about £100 but thus far nearly a month later I have still not received a final bill.
    • molerat
    • By molerat 6th Sep 17, 3:05 PM
    • 17,325 Posts
    • 11,517 Thanks
    molerat
    What's the difference between a real credit and current credit? My current credit is £350 - built up over the summer months - is that not how it works? (oh damn - that's me paid off another Iresa fine from the OE !)
    Originally posted by grumpycrab
    Yes ,sorry for clouding the issue, my credit is a "summer credit" with uptodate meter reads+bills. It'll soon disappear when the temperature drops, assuming Iresa are still in business by then.
    Originally posted by grumpycrab
    £350 is an awful lot of credit. I am currently £100 in credit across my 2 suppliers and the maximum is forecast to be £140 at the end of October which is still too high, EDF usually balance the account at the end of January and I will be expecting a refund and DD decrease then (unless we get another 2010-11 winter).
    www.helpforheroes.org.uk/donations.html
    • grumpycrab
    • By grumpycrab 6th Sep 17, 5:00 PM
    • 3,254 Posts
    • 1,477 Thanks
    grumpycrab
    £350 is an awful lot of credit.
    Originally posted by molerat
    Our DD is £100/month; we use a lot of energy over Winter.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • Al Ross
    • By Al Ross 6th Sep 17, 5:38 PM
    • 366 Posts
    • 72 Thanks
    Al Ross
    You presume wrong (in most cases)

    It is an investigation fee, and arises where the supplier has failed to resolve the matter directly with the customer.

    Exceptions do apply, such as where the supplier has not been given the opportunity to resolve the matter, where the claim is considered vexatious, etc.
    In those instances, the fee does not apply as there is no proper investigation by the ombudsman.
    Originally posted by footyguy
    This is what the Ombudsman's email said,

    "Your complaint about Iresa Limited

    Iresa Limited has challenged my investigation and provided representations.
    We will review this information and issue our decision within the next four weeks.
    Thank you for your patience during this time."


    3 weeks ago the Ombudsman told me that he had ruled Iresa to credit my account by £30 and give me an apology.

    • Fitzmichael
    • By Fitzmichael 6th Sep 17, 6:32 PM
    • 119 Posts
    • 57 Thanks
    Fitzmichael
    I switched in March 2017; it went smoothly. However, they don't 'do' smart meters; I volunteered for them (in an outside 'cupboard') when I was with Br Gas, who otherwise send readers; Iresa don't. MSE Cheap Energy should warn about this.
    Given that the aim is to have everyone on smart meters by 2020, it never occurred to me that they would only work for the company that supplied them. I did know that Iresa couldn't get the reading remotely but I didn't know that the meters were 'fixed' so that, if I left Br Gas, they would stop sending the readings to the monitor in the kitchen.
    First, I would hope that MSE Dan L can discover whether that is an unavoidable feature of how the meters work (presumably with the -surely unlikely - result that you would have to change meters every time you changed supplier) because, otherwise, it is just a mean action by Br Gas.
    Why is it important? Because I'm 76, the gas meter 'register' was only a bit more than a foot above the ground and I had to bend down to read it, whereas the monitor was on top of the fridge/freezer. The old meter's register was the clock dial type, black/red on white, easy to see without glasses. The smart one has an LCD display, for which you have to press a button to produce a reading (and other possibilities) and I have to kneel on the ground, bend forward and tip my head back in order to look, with specs on, straight into the little window, where the figures are hard to read if the sunshine is coming from the wrong angle. How would you manage at all if you were disabled?
    I complained to Br Gas but they said to contact the new supplier, 'as they can confirm if there is any requirement of meter exchange or they can take the readings from the same meter and, if so, they can arrange an engineer to relocate your meters'. Iresa's response was that I should get a family member (miles away) to read the meter or get the meter moved and that I could send their reply to OS Energy if I liked. I did so weeks ago but they go round in circles.
    Previously, bills have come showing latest reading, previous reading, consumption and charge, but not Iresa. I complained about both things to the boss, Adeniyi Oladeji, but got no response.
    Be warned.
    • Hengus
    • By Hengus 6th Sep 17, 6:57 PM
    • 4,531 Posts
    • 2,702 Thanks
    Hengus
    I switched in March 2017; it went smoothly. However, they don't 'do' smart meters; I volunteered for them (in an outside 'cupboard') when I was with Br Gas, who otherwise send readers; Iresa don't. MSE Cheap Energy should warn about this.
    Given that the aim is to have everyone on smart meters by 2020, it never occurred to me that they would only work for the company that supplied them. I did know that Iresa couldn't get the reading remotely but I didn't know that the meters were 'fixed' so that, if I left Br Gas, they would stop sending the readings to the monitor in the kitchen.
    First, I would hope that MSE Dan L can discover whether that is an unavoidable feature of how the meters work (presumably with the -surely unlikely - result that you would have to change meters every time you changed supplier) because, otherwise, it is just a mean action by Br Gas.
    Why is it important? Because I'm 76, the gas meter 'register' was only a bit more than a foot above the ground and I had to bend down to read it, whereas the monitor was on top of the fridge/freezer. The old meter's register was the clock dial type, black/red on white, easy to see without glasses. The smart one has an LCD display, for which you have to press a button to produce a reading (and other possibilities) and I have to kneel on the ground, bend forward and tip my head back in order to look, with specs on, straight into the little window, where the figures are hard to read if the sunshine is coming from the wrong angle. How would you manage at all if you were disabled?
    I complained to Br Gas but they said to contact the new supplier, 'as they can confirm if there is any requirement of meter exchange or they can take the readings from the same meter and, if so, they can arrange an engineer to relocate your meters'. Iresa's response was that I should get a family member (miles away) to read the meter or get the meter moved and that I could send their reply to OS Energy if I liked. I did so weeks ago but they go round in circles.
    Previously, bills have come showing latest reading, previous reading, consumption and charge, but not Iresa. I complained about both things to the boss, Adeniyi Oladeji, but got no response.
    Be warned.
    Originally posted by Fitzmichael
    The Government decided in its wisdom to allow suppliers to fit meters that communicated only with their system. This was to allow suppliers time to build the supporting in house infrastructure to deal with automated meter readings. These meters have been given the designation SMETS 1. The new standard for smart meters is SMETS 2: these meters will start to be rolled out shortly and they will connect with a central hub (the Data Communications Company) not individual suppliers. The Government has directed that suppliers are to find a way of grafting their existing SMETS1 meters on to the DCC by 2020. The fact that SMETS1 smart meters were supplier dependent was mentioned on all the websites that I have looked at in recent months. I accept that it is probably not something that CS brought to your attention.

    Suppliers are only required to read your meter once every 12 months. As far as I know, Iresa is not installing smart meters. Many new suppliers are waiting for SMETS2 to start before they commit to a particular meter supplier.
    Last edited by Hengus; 06-09-2017 at 7:20 PM. Reason: Typo
    • SpotlandRules
    • By SpotlandRules 6th Sep 17, 7:19 PM
    • 158 Posts
    • 61 Thanks
    SpotlandRules
    I switched in March 2017; it went smoothly. However, they don't 'do' smart meters; I volunteered for them (in an outside 'cupboard') when I was with Br Gas, who otherwise send readers; Iresa don't. MSE Cheap Energy should warn about this.
    Given that the aim is to have everyone on smart meters by 2020, it never occurred to me that they would only work for the company that supplied them. I did know that Iresa couldn't get the reading remotely but I didn't know that the meters were 'fixed' so that, if I left Br Gas, they would stop sending the readings to the monitor in the kitchen.
    First, I would hope that MSE Dan L can discover whether that is an unavoidable feature of how the meters work (presumably with the -surely unlikely - result that you would have to change meters every time you changed supplier) because, otherwise, it is just a mean action by Br Gas.
    Why is it important? Because I'm 76, the gas meter 'register' was only a bit more than a foot above the ground and I had to bend down to read it, whereas the monitor was on top of the fridge/freezer. The old meter's register was the clock dial type, black/red on white, easy to see without glasses. The smart one has an LCD display, for which you have to press a button to produce a reading (and other possibilities) and I have to kneel on the ground, bend forward and tip my head back in order to look, with specs on, straight into the little window, where the figures are hard to read if the sunshine is coming from the wrong angle. How would you manage at all if you were disabled?
    I complained to Br Gas but they said to contact the new supplier, 'as they can confirm if there is any requirement of meter exchange or they can take the readings from the same meter and, if so, they can arrange an engineer to relocate your meters'. Iresa's response was that I should get a family member (miles away) to read the meter or get the meter moved and that I could send their reply to OS Energy if I liked. I did so weeks ago but they go round in circles.
    Previously, bills have come showing latest reading, previous reading, consumption and charge, but not Iresa. I complained about both things to the boss, Adeniyi Oladeji, but got no response.
    Be warned.
    Originally posted by Fitzmichael
    Without meaning to sound nasty in any way, due to your age, you can go onto the Priority Register. All companies (so I believe) have to offer this service. As part of this, you can ask for quarterly readings to be made on your behalf.
    • footyguy
    • By footyguy 6th Sep 17, 7:47 PM
    • 3,823 Posts
    • 1,518 Thanks
    footyguy
    This is what the Ombudsman's email said,

    "Your complaint about Iresa Limited

    Iresa Limited has challenged my investigation and provided representations.
    We will review this information and issue our decision within the next four weeks.
    Thank you for your patience during this time."


    3 weeks ago the Ombudsman told me that he had ruled Iresa to credit my account by £30 and give me an apology.

    Originally posted by Al Ross
    So it sounds as though you have not had a decision from the ombudsman service.

    You need to wait until they make their decision/recommendation, and then you decide if you agree to it.

    It is, in my experience, most strange for the OS to even give you an indication of their decision until they are happy to make it.
    In fact, it is usual for the OS to converse with the supplier when deciding what will be their recommendation.
    I have no idea why they have operated as they have in your instance.
    If interested, you can ask them. If not satisfied with the outcome, you can complain about how the OS have handled your complaint (but not about any recommendation thay have or will make in connection with your complaint against the supplier)
    Last edited by footyguy; 06-09-2017 at 7:52 PM.
    • Hengus
    • By Hengus 7th Sep 17, 6:28 AM
    • 4,531 Posts
    • 2,702 Thanks
    Hengus
    So it sounds as though you have not had a decision from the ombudsman service.

    You need to wait until they make their decision/recommendation, and then you decide if you agree to it.7

    It is, in my experience, most strange for the OS to even give you an indication of their decision until they are happy to make it.
    In fact, it is usual for the OS to converse with the supplier when deciding what will be their recommendation.
    I have no idea why they have operated as they have in your instance.
    If interested, you can ask them. If not satisfied with the outcome, you can complain about how the OS have handled your complaint (but not about any recommendation thay have or will make in connection with your complaint against the supplier)
    Originally posted by footyguy
    I had exactly the same response from the EO after it had announced its decision. Iresa was late turning up to the party ( ie, it failed to participate in the process until the EO had made his decision). The review took 2 days and the original decision was upheld.
    • Al Ross
    • By Al Ross 7th Sep 17, 7:02 AM
    • 366 Posts
    • 72 Thanks
    Al Ross
    So it sounds as though you have not had a decision from the ombudsman service.

    You need to wait until they make their decision/recommendation, and then you decide if you agree to it.

    It is, in my experience, most strange for the OS to even give you an indication of their decision until they are happy to make it.
    In fact, it is usual for the OS to converse with the supplier when deciding what will be their recommendation.
    I have no idea why they have operated as they have in your instance.
    If interested, you can ask them. If not satisfied with the outcome, you can complain about how the OS have handled your complaint (but not about any recommendation thay have or will make in connection with your complaint against the supplier)
    Originally posted by footyguy
    Here is the start of my earlier email from the Ombudsman,as I said Iresa have challenged his decision.
    "
    Your complaint about Iresa Limited
    I am writing to confirm the outcome of my investigation into the complaint you made about Iresa Limited.
    I have considered the information provided by both parties"

    He goes on to explain things then and finishes with

    "My review of your complaint has shown me that you have experienced poor service with the refund of your overpayment. I have decided that Iresa Limited should apply a credit to your energy account of £30 as a gesture of goodwill for the shortfalls in customer service and inconvenience caused."

    and now Iresa has challenged his decision and it gets past to another department and this takes up to another 30 days.

    • HappyTracey
    • By HappyTracey 7th Sep 17, 8:16 AM
    • 2 Posts
    • 0 Thanks
    HappyTracey
    The reason for the large credit
    To answer why the credit was so large - I have no smart meter.

    I have an illness and providing my meter readings have been erratic due to that - things aren't always what they seem for people - there is often a reason for things - please be mindful of this when commenting on posts

    BUT at the point the 400 credit was confirmed at the time the meter readings were also confirmed as received and considered in that same calculation
    • youravinalarrrf
    • By youravinalarrrf 7th Sep 17, 8:28 AM
    • 286 Posts
    • 187 Thanks
    youravinalarrrf
    @ Al Ross

    The process used in my Ombudsman case was as follows:-

    1. After the initial complaint was made the ombudsman give both you and the supplier approximately 8 weeks to submit any documentary evidence to the case file.
    2. After 8 weeks the Ombudsman assigns a case officer and conducts it's investigation taking into account any evidence provided by both parties to the case file.
    3. The Ombudsman then notifies you of it's findings and gives you 14 days to either accept or reject their decision. At the same time it gives the supplier 14 days in which to object and produce any new evidence showing that there is a significant error in the facts which makes a material difference or produce significant new evidence which may make a material difference, along with an explanation of why that information was not previously made available.
    4. After this 14 day period if you have accepted and the supplier has not objected the proposal becomes Ombudsman's final decision. However if you have accepted and the supplier has objected the new evidence and explanation provided by the supplier is then reviewed before the Ombudsman announces it's final decision.
    Luckily the evidence I provided in my case was overwhelming and Iresa didn't have a leg to stand on so they never participated or objected.

    I think you need to remember that this is Iresa we are talking about and the chances of them being capable of challenging the Ombudsman's decision in a meaningful and coherent way are extremely slim so I wouldn't worry unduly. I would guess that it's probably just a final 'nothing to lose' throw of the dice attempt by Iresa to limit their losses and the Ombudsman's original findings will no doubt be upheld.

    After waiting all this time another 30 days won't hurt you will it.

    If I were to make one observation of the Ombudsman complaint process it would be that the whole process takes far too long. Why on earth they allow 8 weeks for the submission of evidence is totally ridiculous particularly when some suppliers don't even respond or offer any evidence at all. It's just an unnecessary 8 week delay and the time allowed for evidence submission could easily be amended to 2 weeks.
    • molerat
    • By molerat 7th Sep 17, 10:42 AM
    • 17,325 Posts
    • 11,517 Thanks
    molerat
    Just had a phone call from the ombudsman. His findings are that they fell short of what is expected and required. Written apology and £75 award. Now comes the 14 day waiting period.

    During the chat it transpired that maybe E.On were not totally blameless here, Iresa seem to have sent paperwork but failed to chase a response. Perhaps once the ombudsman was on their back they chased things up.
    Last edited by molerat; 07-09-2017 at 10:46 AM.
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    • ladymarmalade222
    • By ladymarmalade222 8th Sep 17, 1:34 PM
    • 608 Posts
    • 552 Thanks
    ladymarmalade222
    I have been with Iresa since January. I had recently moved home so was unsure of consumption and Iresa have set it too high.

    I am currently £340 in credit. This month I will be in £400 credit. I have been asking for 6 weeks via twitter to get £200 refunded leaving a buffer for winter. They agreed and passed it onto their accounts but after 4 messages they still have not credited my account.

    I hope they do not go bust in the meantime.

    Xx
    • grumpycrab
    • By grumpycrab 8th Sep 17, 1:45 PM
    • 3,254 Posts
    • 1,477 Thanks
    grumpycrab
    This month I will be in £400 credit. ...I hope they do not go bust in the meantime.
    Originally posted by ladymarmalade222
    Not surprisingly there will be many people in this situation. I'm sure Iresa are finding these credits useful for paying all their fines but, joking aside, if (and when) Iresa go bust Ofgem nominate another company to manage our bills. I assume that all these creadits will be taken into account (or is that wishful thinking on my part?) but best thing to do is take regular (e.g. monthly after billing) snapshots of your account in cast they suddenly get deleted. Or leave Ireasa. Or stick it out. I'm going with the latter.
    Don't panic. It's shocking that things have got this bad.
    Hi, we’ve had to remove your signature because somebody complained that the information contained within it was too helpful.
    • brewerdave
    • By brewerdave 8th Sep 17, 1:51 PM
    • 4,561 Posts
    • 1,887 Thanks
    brewerdave
    Quite amusing really....I'm about £115 in credit with IRESA ,who have ignored my requests to reduce DD for leccy......on the other hand, I've had an email from my gas supplier who want to give me about half of my credit back .....altho' I reckon I'll need it unless we have an ultra mild Winter!!
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