Add your feedback on energy supplier Iresa

ASavvyBuyer

merchcon55 wrote: »

Thanks for the calculator link - which showed that my calculations were indeed correct.

The truth of the matter is most people could not be bothered to contact OFGEM and EO for a minor billing problem.

I'm not saying it's right - and congrats on getting some compensation.

But the majority of people won't even know that there is this SLIGHT calculation error - and even if they do know, and take the time to figure out it is only a few quid out - they simply won't bother.

Technically, I agree, IRESA are in breach of the licensing agreement - but seriously doubt OFGEM is going to do anything about it.

Again - thanks for the link.

Think you are probably correct in your thinking.

For an average user, about 13,000 kWh of gas a year, it works out less than £3/year.

Changing to another supplier at even a slightly more expensive kWh rate, but using the correct CV, would work out more than that; so not worth the bother.

Iresa should be using the correct CV, but as the difference is so small, most people, ofgem & the ombudsman appear not to be bothered, as people are still getting a good rate, even with the incorrect CV value!

System

ASavvyBuyer wrote: »

Think you are probably correct in your thinking.

For an average user, about 13,000 kWh of gas a year, it works out less than £3/year.

Changing to another supplier at even a slightly more expensive kWh rate, but using the correct CV, would work out more than that; so not worth the bother.

Iresa should be using the correct CV, but as the difference is so small, most people, ofgem & the ombudsman appear not to be bothered, as people are still getting a good rate, even with the incorrect CV value!

Ofgem should be concerned. Indeed, the Regulations relating to the use of CVs states:

Quote: Compliance monitoring and enforcement

The Regulations provide important consumer protections by ensuring that all suppliers use the same methodology for calculating CV. We intend to review supplier compliance in approximately 6 months’ time. It is incumbent on all suppliers to take the necessary steps to ensure they meet the conditions of their licence, codes and other relevant legislation. Details of our approach to compliance and enforcement may be found on our website. Unquote

https://www.ofgem.gov.uk/sites/default/files/docs/2014/08/supplier_guidance_on_cv_calculation.pdf

Non-compliance isn't something that a Regulator can just choose to ignore.

merchcon55

Assuming the regulator is only getting a handful of complaints - and I suspect this to be the case - then this will be seen as a matter of non-priority.

poppellerant

Iresa followed up my complaint raised with Resolver, but didn't reply via Resolver.

I received two emails today - perhaps my Resolver email and signed for letter gave them food for thought?

The first email states they "have raised this as an issue with our back office". They then go on to tell me that "the reason most haven't validated and made visible is because there has been no opening read which should be resolved shortly".

I later got another email, presumably from their back office. They told me that my opening reading has now been updated. When I checked, they have indeed updated and added my opening reading. Well, it only took 5 months! :T

They also tell me "that many of the gas reads failed validation due to a restriction on meter reading submission frequency by certain transporters i.e 30 50 days". So I guess this means I shouldn't submit my readings so frequently to accommodate their systems?

Well I am happy now, at last. At least I now finally have an opening reading on my account and my account should be up to date when I get my first ever gas bill.

abthomas91235

I switched from Greenstar Energy (who were relatively easy to deal with) to Iresa on their Flex2 dual fuel tariff in November last year. I was expecting a refund for about £200 but then got a final settlement bill from Greenstar for more than £1500! After hours on hold and no response from Iresa over two months, it turned out Iresa had entered my final meter readings incorrectly into the settlement system. They then refused to correct this even after being sent dated photos by me of the meter readings (which I'd taken to ensure the final settlement was correct). Because of this, I started receiving debt notices from Greenstar for the unpaid bill.

It took over 3 months to settlement the disagreement, and it was only completed then because (a) I went looking for the rules that govern disputes between energy company, read them, found the form they had to fill in and explained to the Iresa technician which form they had to submit to Greenstar and (b) Greenstar were very understanding and chased Iresa on my behalf. In that time Iresa repeatedly cut off my phone calls mid-conversation (with no call back), changed the status of complaint tickets to "settled" when they were not, and left me on hold for over thirty minutes.

It turned out my original calculations were about right, and Greenstar then paid my refund. I am delighted to be moving and have an excuse to get out of the contract with Iresa asap.

youravinalarrrf

youravinalarrrf wrote: »

I'm still waiting for a proposed resolution from the Ombudsman in the case I raised re my complaint about the incorrect calculation of Calorific Value and the complaint being totally ignored by Iresa. Up until today the Ombudsman case file had been stating "Gathering Information" no doubt they've been waiting for a response from Iresa which probably never happened. Today I have been notified that the status of the case has changed to "Ready For Investigation" so we will see what the Ombudsman finally comes up with as a proposed resolution in due course.

I finally received the Ombudsman's decision and proposed resolution today and have accepted it.

Iresa have to
1) Recalculate the incorrect gas bill using the correct caloric value (as defined by Ofgem's regulations) and credit the difference to my account.
2) Issue a goodwill gesture of £60.
3) Issue a written apology.

Of course I'll only believe it when I actually receive it but surely even a fool can see that Iresa can't afford to keep throwing £60 payouts away unnecessarily if they wish to stay in business.

The case was never about the money but I did say right at the beginning that there was only ever going to be one outcome and one winner!

macman

Good result. I'm insanely envious, as I only got awarded £50 compo....which of course 3 weeks later has still not hit my account, nor has my electricity meter point been set up, nor have I been billed, or received a written apology. No contact whatsoever.
They have another week to comply, after which I'll be contacting the EO's terrifying sounding 'Remedy Implementation Team'. And that'll cost Iresa another £50. It'll be interesting to see if the EO actually has effective sanctions in such cases.

System

macman wrote: »

Good result. I'm insanely envious, as I only got awarded £50 compo....which of course 3 weeks later has still not hit my account, nor has my electricity meter point been set up, nor have I been billed, or received a written apology. No contact whatsoever.
They have another week to comply, after which I'll be contacting the EO's terrifying sounding 'Remedy Implementation Team'. And that'll cost Iresa another £50. It'll be interesting to see if the EO actually has effective sanctions in such cases.

I got my compensation on day 29 after the EO’s decision. The statement that I complained about was changed, and I got a form of written apology. My final bill also used an incorrect CV which I have complained about to both the supplier and Ofgem.

I see Iresa is still getting rave reviews on Truspilot et al for its customer service and account handling.

grumpycrab

Hengus wrote: »

...I see Iresa is still getting rave reviews on Truspilot et al for its customer service and account handling.

Congratulations on getting out without losing anything (apart from the time you spent chasing); Trustpilot's score is 2.1/10 which doesn't sound rave to me (unless you were joking). And even MSE is (now) saying

"We'd be very cautious switching to this supplier. Recently, we've seen a high volume of reports from users who've been unhappy with Iresa's customer service, with many struggling to contact the supplier and get their issues resolved." But 44% say "great".

I'm nervously building up a healthy Summer credit, hoping this money is available to pay off Winter bills if Iresa is still in business.

System

grumpycrab wrote: »

Congratulations on getting out without losing anything (apart from the time you spent chasing); Trustpilot's score is 2.1/10 which doesn't sound rave to me (unless you were joking). And even MSE is (now) saying

"We'd be very cautious switching to this supplier. Recently, we've seen a high volume of reports from users who've been unhappy with Iresa's customer service, with many struggling to contact the supplier and get their issues resolved." But 44% say "great".

I'm nervously building up a healthy Summer credit, hoping this money is available to pay off Winter bills if Iresa is still in business.

It's called irony. FWiW, I note that Iresa is desperately trying to get many of the posts on Trustpilot removed.