Add your feedback on energy supplier Iresa

grumpycrab

Fific wrote: »

... my gas meter reached 9999 and reset itself. The online reading submission form would not allow me to enter 0036 because it was below the last valid reading

It's stories like this that confirm INCOMPETENCE rather than fraud. I jumped ship purely because my gas meter was just about to go round the clock. They won't be in business in 6 months. They shouldn't have been in business from the start - blame government for that.
PS. advise fixing this over the phone - it won't happen any other way; take a day off - use the free phone number.

grumpycrab

Ofgem throws book at Iresa (well, ok, a couple of pages...)
https://www.ofgem.gov.uk/publications-and-updates/ofgem-orders-iresa-resolve-customer-service-issues

ordered to bring "down average call waiting times to below 5 minutes". No chance.

donerkebab

grumpycrab wrote: »

Ofgem throws book at Iresa (well, ok, a couple of pages...)
https://www.ofgem.gov.uk/publications-and-updates/ofgem-orders-iresa-resolve-customer-service-issues

ordered to bring "down average call waiting times to below 5 minutes". No chance.

So with average position in q at 50 and average calls at conservative 5 minutes - they would need to have at least 50+ phone support to have any chance of achieving this... not really feasible for this size of company
Ordered or else what, come on OFGEM actually do something of use or go away....

rosy10

I had a quick skim through the update from Ofgem but couldn't see any mention of reining in Iresa's habit blocking of transfer if have a debit balance. Disappointed.

Fific

After the problems over the weekend and sending Iresa an e-mail, (bearing in mind they're not open over the weekend) I found this morning that they had answered the e-mail and resolved all the problems. Not only had my Gas meter reading been correctly entered, (I tried entering another I took this morning and it worked fine) but the £8187.44 (no it's not a typo!) balance is now showing a credit balance of £39.25.
I did feel I needed to ring to confirm a few other details and whether problems were all actually resolved - they were. At 8:02 I was caller 38. The call took 1 hour 18 minutes of which I only spoke to them about 3 mins.
So it seems that the only downside is the time it takes to answer the phone, although I haven't tried switching or getting a refund as yet so can't comment on this. I would say customer service is slow but it gets there, and as they're still coming up with the cheapest tariff I am actually considering staying with them.

Al_Ross

Has anyone had bills for February yet?

molerat

Al_Ross wrote: »

Has anyone had bills for February yet?

12th March, 8th working day of the month, 2 days early

nigelbb

grumpycrab wrote: »

Ofgem throws book at Iresa (well, ok, a couple of pages...)
https://www.ofgem.gov.uk/publications-and-updates/ofgem-orders-iresa-resolve-customer-service-issues

ordered to bring "down average call waiting times to below 5 minutes". No chance.

The first sentence is the important one

Ofgem has banned Iresa from taking on new customers, increasing existing customers; direct debits, and asking them for one-off-payments, for up to 3 months until it resolves customer service issues. (1)

That's really going to affect Iresa's finances which must be shaky in the first place.

I see that Iresa have not updated their website & are still inviting customers to switch. Worth a complaint to Ofgem?

System

nigelbb wrote: »

I see that Iresa have not updated their website & are still inviting customers to switch. Worth a complaint to Ofgem?

Iresa's tariffs have been withdrawn from comparison sites but I agree that it still seems to be possible to sign up on their website.

molerat

nigelbb wrote: »

I see that Iresa have not updated their website & are still inviting customers to switch. Worth a complaint to Ofgem?

Depends on when the notice was served.