Add your feedback on energy supplier Iresa

Berwynview

Thanks Hengus. Do I send the formal written complaint to Iresa and copy it to Ofgem?

System

Berwynview wrote: »

Thanks Hengus. Do I send the formal written complaint to Iresa and copy it to Ofgem?

Complain to Iresa. If you don’t get any satisfaction then you can refer the complaint to The Energy Ombudsman. That might not help you get a quick fix, so you might have to try contacting them on the phone as well.

quiet_advisor

According to Consumer Complaints Handling Standards Regulations 2008, all suppliers must publish annually a consumer complaints report at a prominent location on their website (paragraph 12, page 8 http://www.legislation.gov.uk/uksi/2008/1898/pdfs/uksi_20081898_en.pdf ).

Iresa is not publishing information so I raised with Ofgem who advise that they are aware that Iresa, together with some other suppliers, are not meeting the requirement. Ofgem did not tell me what they were doing about it.
I've raised a formal complaint with Iresa so I can then raise formally with the EO in due course - I would encourgae others to complain formally as it appears to be the only way to get action.

It only confirms the previous comments about the lack of clear and coordinated responsibilities to ensure that the interests of energy customers are adequately protected.

System

quiet_advisor wrote: »

According to Consumer Complaints Handling Standards Regulations 2008, all suppliers must publish annually a consumer complaints report at a prominent location on their website (paragraph 12, page 8 http://www.legislation.gov.uk/uksi/2008/1898/pdfs/uksi_20081898_en.pdf ).

Iresa is not publishing information so I raised with Ofgem who advise that they are aware that Iresa, together with some other suppliers, are not meeting the requirement. Ofgem did not tell me what they were doing about it.
I've raised a formal complaint with Iresa so I can then raise formally with the EO in due course - I would encourgae others to complain formally as it appears to be the only way to get action.

It only confirms the previous comments about the lack of clear and coordinated responsibilities to ensure that the interests of energy customers are adequately protected.

The Citizens Advice website does have complaint numbers for Iresa through until Summer 2017. If I recall, they were reporting over 1800 complaints per 100k customers: about 6 times more than the best performing supplier.

Edit:

Voila: (page 6)
https://www.citizensadvice.org.uk/about-us/policy/policy-research-topics/energy-policy-research-and-consultation-responses/energy-policy-research/domestic-complaints-handling-performance1/

nickcc

Hengus wrote: »

Complain to Iresa. If you don’t get any satisfaction then you can refer the complaint to The Energy Ombudsman. That might not help you get a quick fix, so you might have to try contacting them on the phone as well.

As mine and many other MSE members fix ends in March, and many are switching to another supplier as Iresa's charges will increase when the fix ends, it seems rather pointless to start involving the energy ombudsman at this stage.

I had no problem with Iresa until I decided to switch as the under estimate for their gas supply worked in my favour due to interest being paid on my overpayment, only now do I see a problem with their underestimate as this could delay my switch to my new supplier.

System

nickcc wrote: »

As mine and many other MSE members fix ends in March, and many are switching to another supplier as Iresa's charges will increase when the fix ends, it seems rather pointless to start involving the energy ombudsman at this stage.

I had no problem with Iresa until I decided to switch as the under estimate for their gas supply worked in my favour due to interest being paid on my overpayment, only now do I see a problem with their underestimate as this could delay my switch to my new supplier.

The point of lodging a complaint is two fold: one, it might result in a quick resolution and, two, it starts the 8 week countdown to Energy Ombudsman (EO) referral. Generally, most suppliers do take the number of complaints that they receive very seriously. The cost of an EO referral must always be a concern to small suppliers: win or lose, they pay the EO.

maydenover

I signed with Iresa last May, by August they still hadn't set up my meter readings despite numerous phone calls and web enquiries. I finally gave up on them and switched again in September. After having to wait over an hour on the phone ( I called at 08:05, and was 70 in the queue) they have finally settled up what I think they owe me. I think they've grown too quickly and can't cope. Cannot recommend them at all.

toshi

grumpycrab wrote: »

Anybody with Iresa for gas? Have you had a "Customer own read" online meter read since 1st Dec 2017?

Yes, mine was used on 27/1/2018

Gas meter Reading
27 JAN 2018 Customer own read
31 DEC 2017 Esitmated By Supplier
30 NOV 2017 Esitmated By Supplier
27 NOV 2017 Customer own read
25 OCT 2017 Customer own read

(My 24 Dec 2017 reading was ignored)

It seems that Iresa attempted to integrated their billing with the end of the month statement? This isn't a bad idea, although it can be simpler. To me, the end of the month estimation billing would be reasonable, as long as they recorded customer reading.

It seems that Iresa's Gas reading input is a bit temperamental, however, I don't think we have to fuss about this too much as long as their estimation is reasonable and you intend to be an Iresa customer.

I used to have a meter reading difficulty with First Utility, - I needed to email my Gas reading every month, they could not make online registration of my Gas account in the end. I needed to wait for 60 min and cut off form First Utility customer service. Since I left First Utility, their support became much better lol. So my policy is minimum contact to the supplier.

So to me, the end of the monthly estimation is no problem, (and as long as my account is in credit, I will get a 3% credit with Government grantee ? lol)

System-wise, British Gas Android App was so user-friendly, the app let you adjust direct debit payment with your reading. However, Iresa still supplies the same Gas and Electricity to our home:), so it is not a big deal. I am also considering to renew Iresa contract as well.

nickcc

toshi wrote: »

Yes, mine was used on 27/1/2018

Gas meter Reading
27 JAN 2018 Customer own read
31 DEC 2017 Esitmated By Supplier
30 NOV 2017 Esitmated By Supplier
27 NOV 2017 Customer own read
25 OCT 2017 Customer own read

(My 24 Dec 2017 reading was ignored)

It seems that Iresa attempted to integrated their billing with the end of the month statement? This isn't a bad idea, although it can be simpler. To me, the end of the month estimation billing would be reasonable, as long as they recorded customer reading.

It seems that Iresa's Gas reading input is a bit temperamental, however, I don't think we have to fuss about this too much as long as their estimation is reasonable and you intend to be an Iresa customer.

I used to have a meter reading difficulty with First Utility, - I needed to email my Gas reading every month, they could not make online registration of my Gas account in the end. I needed to wait for 60 min and cut off form First Utility customer service. Since I left First Utility, their support became much better lol. So my policy is minimum contact to the supplier.

So to me, the end of the monthly estimation is no problem, (and as long as my account is in credit, I will get a 3% credit with Government grantee ? lol)

System-wise, British Gas Android App was so user-friendly, the app let you adjust direct debit payment with your reading. However, Iresa still supplies the same Gas and Electricity to our home:), so it is not a big deal. I am also considering to renew Iresa contract as well.

As a Money saving forum I can see no reason to renew with a supplier if you are paying more for your energy supply, which I'm sure will be the case when your fix with Iresa ends.

Lynn_Price

I joined in November 2017 and gave them the meter reading. As yet I have had no account set up and have after much pushing got them to account for,the fact they are taking over £100 a month from my bank. They still haven't set up my account to see how much I am spending each month. I am trying to get out of my agreement as item 15.3 in the contract suggests I may be able to without an exit fee. Trying to call them is difficult. I hung on 45 minutes and started at call no. 55! That tells it all I think.