Add your feedback on energy supplier Iresa

System

icharus wrote: »

Your experience is not the same for everyone. I too provided meter readings to the above mentioned e-mail address, and days passed without a response. I also had an e-mail that had not been responded to for 6 days (now on day 9 and counting) I thus had to resort to a phone call to get Iresa to acknowledge my e-mailed meter readings.

I initiated my transfer to iresa on the 11th January, to date my meter readings are still not showing online, neither are my respective meter point references, or indeed the dates for my gas contract. They assure me that my electricity transfer has gone through, but there is still no online data as per above. They say that they have applied twice for the gas transfer, but it has been rejected, yet they cannot explain why. I have also been told twice that they are passing this to some team to investigate, and that this team will get back to me. To date I have heard nothing. I am totally in the dark.

I had a horrendous transfer the last time, and this was via 2 of the big companies. I am obviously concerned that this is a repetition. I find that with this and other utilities there is a problem at the initial human interface. Things don't run smoothly until the data has been correctly computerised.

If Iresa applied for the transfers correctly and by the correct date, then I will not be out of pocket until after the 27th February when I would be moved to EON's standard tariff. I am keeping my fingers crossed that matters will be sorted out by then.

Due to my last negative transfer experience I would have preferred to remain with EON, but due to the substantial cost diffential and change of reward benefits etc, I felt compelled to respond by withdrawing my custom There was also an element of annoyance at EON not valuing their existing customer base. I know that movers can be classed simply as 'rate tarts' but I am still interested in service and continuity, and am prepared to make a balanced decision. Unfortunately the balance had swung too far.

I think that you may be asking too much of an industry that is underpinned by Third World procedures. Even E.oN told me that 'in accordance with industry procedures' it could take 5 weeks to set up an electricity account. That said, I agree that all suppliers could do more to keep their customers informed about how the actually transfer is progressing. I had a situation last year when the supplier was unaware that its own computer had cancelled my transfer. As a returning customer, the computer had concluded (wrongly) that I was already on supply so there was no need to initiate an inwards transfer. I can understand why busy people cannot be bothered to switch. Fortunately, I have the time to keep rattling the supplier's cage.

jlfan

jlfan wrote: »

A week on and had no cause to contact Iresa but the DDR went out on Friday and the online account has been updated today apportioning between Elec and Gas. Logged into E.on account and I see now they have a note on their to say they are aware that I am leaving them. They tell me to make sure I am getting the best deal and to call them....hmmmph. Yes my deal would be the 34% one cheaper than them, so I won't bother to call. Awaiting emails to request meter readings but ( touching wood as I say this) so far so good.

jlfan wrote: »

Our electric transfer date today as well. Meter not set up online so I have emailed and asked for an email to confirm. No date yet for gas.

jlfan wrote: »

OK so not so good.

E.on finished on 26th Jan I think.

Applied to Iresa on around 8th Jan I think.

Elec was scheduled to start 31/1 - ok so far so good.

But no news on Gas.

31/1 - meter points not set up online so used ( very easy) website to send message about opening Electricity meter reading.

No reply.

3/2 No news so phoned this morning and spoke to very helpful lady. Confirmed receipt of the website message and also that Elec did in fact start on 31/1 and the www would update with meter point shortly.

However Gas move has not even started...!! Process starting today, after my call, and will take 16-18 days.

Not the end of the world but E.on will still be sitting on my credit balance, could be for best part of another month.

My advice? Phone them up and make sure things are happening.

So a quick update on my transfer of duel fuel from E.On

Human error was blamed for the failure of the gas move. If I hadn't picked it up and phoned, I don't think anything would still have happened.

Online account still has no metre points set up.

I have told them my electricity reading on that switch day but not showing online. I believe that has started but still not received a bill.

Gas will start this Friday 17th Feb and E.On confirm their end of rate window will mean I only get charged the v19 rate with them. So that's good.

Really want to see the account on the screen though.

Hit and miss is my thinking at the moment. Bet they won't be slow at collecting my second direct debit though. Will be a healthy credit when they do send me a bill.

Raxiel

Well, it's been a week since my switch. Both meter points are set up in the account but the opening readings still aren't showing.

I did get the confirmation email with the readings I'd given. Don't know if they're still waiting for 'third party validation'.

Guess I'm waiting for the first bill at the beginning of March to actually confirm everything has gone smoothly.

One thing that surprised me is that I've only had email contact from them. Should I get a 'welcome pack' with written T&C's in the post? Or does not every company do that? (Either that or they're just slow sending them out because they're snowed under)

youravinalarrrf

Raxiel wrote: »

Well, it's been a week since my switch. Both meter points are set up in the account but the opening readings still aren't showing.

I did get the confirmation email with the readings I'd given. Don't know if they're still waiting for this 'third party validation'.

Guess I'm waiting for the first bill at the beginning of March to actually confirm everything has gone smoothly.

One thing that surprised me is that I've only had email contact from them. Should I get a 'welcome pack' with written T&C's in the post? Or does not every company do that? (Either that or they're just slow sending them out because they're snowed under)

I'm in the same position although still waiting for the Electricity Meter Point to be set up on my account ( I blame EON ) and I assume the meter readings I provided have been sent via carrier pigeon for validation by this mystical third party who apparently know better than me what my meter readings are! - I've had disputes with these !!!!!!s before! :mad:

I've had nothing through the post from Iresa however the second email I received from them "Your Order Confirmation" contained a link to their "Terms & Condition" which you can download from here http://www.iresa.co.uk/terms-and-conditions/

They won't be able to produce a bill for you until the meter readings you provided have been validated.

System

Raxiel wrote: »

Well, it's been a week since my switch. Both meter points are set up in the account but the opening readings still aren't showing.

I did get the confirmation email with the readings I'd given. Don't know if they're still waiting for 'third party validation'.

Guess I'm waiting for the first bill at the beginning of March to actually confirm everything has gone smoothly.

One thing that surprised me is that I've only had email contact from them. Should I get a 'welcome pack' with written T&C's in the post? Or does not every company do that? (Either that or they're just slow sending them out because they're snowed under)

No you do not get a Welcome Pack through the post. All your tariff/contract details were in the first batch of e-mails.

Third-party validation of meter readings can take up to 15 working days according to Ofgem. My Iresa Electricity online account went live about 16 days after the date of transfer and my Gas account about 3 weeks later. My gas supply is via an IGT so the validation process takes longer. I recall Ovo used to say that this could take up to 12 weeks!! ( it never did).

Raxiel

Hengus wrote: »

No you do not get a Welcome Pack through the post. All your tariff/contract details were in the first batch of e-mails.

Third-party validation of meter readings can take up to 15 working days according to Ofgem. My Iresa Electricity online account went live about 16 days after the date of transfer and my Gas account about 3 weeks later. My gas supply is via an IGT so the validation process takes longer. I recall Ovo used to say that this could take up to 12 weeks!! ( it never did).

Thanks

The welcome email that confirmed the tariff had a link to their T&C's on the website, which
a) seems a bit fluid, they could change terms after the fact (will take a pdf of the page today I think)
b) makes reference to a 'contract letter' for details such as the interest rate paid on credit balances.

Do their bills mention what the interest rate on credit balances are? (I doubt it'll be much, but the fact I can't find the figure makes me want it more.)

If there is no contract letter, then they need to revise the wording on that page (although I'd rather they sent one, even if it's just an emailed pdf).

I think I need to contact them to clarify.

Edit: Another look through the T&C's, I see they refer to the confirmation email as the contract letter, still a bit light on details though.

Maxwell007

https://uk.trustpilot.com/review/iresa.co.uk

https://twitter.com/IresaEnergy

https://www.facebook.com/IresaLimited

https://www.facebook.com/IresaLimited/reviews/?ref=page_internal

System

I am of an age when tweeting was just something for the birds; that said, the number of issues posted on Twitter suggest that there are issues. This 'tweet' also does not inspire confidence:

Good Morning Energy People

A quick message to let you know that there has been a delay in generating January's bill. Our top, team minds are currently working on this, and we will update you shortly!

Our sincere apologies for any inconvenience this may have caused.
All the best,
Alisa

I just wonder if this has anything to do with the CV issue that Iresa now accepts they have been getting wrong? It is interesting to note that after nearly two months of exchanges about this, their website has not been yet been updated.

Maxwell007

Just the idea of dealing with another company like EE is making me think twice and three times . . . BUT THEY ARE SUPER CHEAP hahah, saving money vs a stress free life . . .

youravinalarrrf

Maxwell007 wrote: »

Just the idea of dealing with another company like EE is making me think twice and three times . . . BUT THEY ARE SUPER CHEAP hahah, saving money vs a stress free life . . .

I don't think this is quite the same world of total and utter shambolic incompetence, downright lies, pain and stress that Extra Energy were and apparently still is for those who foolishly remain their customers.

The CV calculation issue with Iresa is hopefully only short term issue and at worst will cost an average gas customer around £7.50 spread over the year and in any case it will eventually be refunded.

I would suggest it's definitely not something to get overly stressed about or to stop you switching to them while the prices remain favourable.