Add your feedback on energy supplier Iresa

System

molerat wrote: »

On Rip Of Britain, BBC1 and in the news as the regulator imposed restrictions have been extended.

It might have something to do with this:

https://www.energyvoice.com/other-news/175279/record-complaints-see-iresa-take-top-spot-as-worst-energy-company/

Quote: The company received the worst complaints score ever recorded by Citizens Advice at more than 9,000 per 100,000 customers – five times higher than the next worst supplier Toto Energy, which received 1,800 complaints.

Iresa scored just 0.35 stars out of a possible five for its customer service between January and March this year.

So Energy came top of the table with a score of 4.8 stars, while SSE was the best performer of the “big six” with 4.25. Unquote

warspite109

Ahhh yes - another iresa failure, had the same problem, switched apparently with hundreds of others to a different supplier (the power of MSE eh), must of caught them out and I have received the same response as so many others, its been transferred to another department, accounts, etc. latest is we cannot pay out today as there is a difference in the wholesale gas date and your final meter readings - so I wont see the money again without the small claims court.

WhoIsThat

warspite109 wrote: »

Ahhh yes - another iresa failure, had the same problem, switched apparently with hundreds of others to a different supplier (the power of MSE eh), must of caught them out and I have received the same response as so many others, its been transferred to another department, accounts, etc. latest is we cannot pay out today as there is a difference in the wholesale gas date and your final meter readings - so I wont see the money again without the small claims court.

Well at least Iresa have brought you back to MSE after your inaugural post 4 years ago
:rotfl::rotfl::rotfl:

Unfortunately, you don't seemed to have improved on any money saving skills during your sabbatical.

poppellerant

https://www.ofgem.gov.uk/publications-and-updates/ofgem-extends-ban-iresa-taking-new-customers-requesting-one-payments-and-increasing-direct-debits

Ofgem extends ban on Iresa taking on new customers, requesting one-off payments and increasing direct debits

• Ofgem has confirmed the provisional order preventing Iresa from taking on new customers, one off payments and increasing direct debits until further notice
• Iresa has failed to resolve all its customer service failings since Ofgem imposed a temporary ban in March this year
• Ofgem could revoke Iresa's licence if it does not meet the requirements set out in the confirmed provisional order.

Ofgem has confirmed the provisional order that prevents Iresa from taking on new customers, one off payments and increasing direct debits for the foreseeable future after the supplier failed to resolve all its customer service failings.

In March, Ofgem imposed a provisional order banning Iresa from these activities for three months.1

As part of the provisional order, Ofgem set targets for Iresa to improve its customer service over three months, which if met may have resulted in the temporary ban being lifted. These included extending call centre hours, improving call waiting times and responding to customer emails more quickly.

Since then Iresa has significantly reduced its call waiting times but has not made enough progress in reducing the backlog of customers' emails.

Iresa is also starting to show signs of improvement in how it handles complaints and how it manages its vulnerable customers, but this is not currently good enough nor has been sustained for a reasonable period of time.

The confirmed provisional order will remain in place until Ofgem sees a significant improvement in Iresa's customer service.

If it continues to fail to meet the requirements set out in the confirmed provisional order, Ofgem could start the process of revoking the supplier's licence to operate.

Dermot Nolan, chief executive of Ofgem, said: "Iresa continues to let its customers down by failing to provide a level of customer service its customers deserve.

"Although it has made some improvements since we issued the provisional order in March, the supplier has been unable to meet all the requirements we set it three months ago to get its house in order.

"Ofgem will step in to protect consumers if any supplier fails to provide a satisfactory level of customer service and will take firm action against those flouting the rules, which could include a supplier's licence being taken away."

WhoIsThat

If it continues to fail to meet the requirements set out in the confirmed provisional order, Ofgem could start the process of revoking the supplier's licence to operate.

So they are still permitted to trade to existing customers?

I thought they had gone bust according to the multiple posts in this thread and elsewhere on this board for the last 12 months.

Looks like Ofgem even today have no indication there is any truth in any of those posts.

molerat

I am happy to stick with them. Mess up, complain, wait 8 weeks, escalate to ombudsman, wait a few more weeks, Iresa give me money. Cheap energy, interest on credit balance and occasional ombudsman bonus payment - what is not to like

brucie24

I switched away from Iresa back in April. It took over a month before first they claimed they had not received the final electricity reading, then another 3 weeks they told me there was a mismatch in closing date of Gas and they would fix that to issue a final bill. They eventually issued it which then left me with a credit balance of nearly £350. When I asked for that to be refunded they took over two weeks and then sent me a 'partial' refund of £15!!!!!!!!!!!!


Just been on the phone to them and they say they now can't issue a further refund until the first has cleared. Told me I should call back next Wednesday to request again.


Utterly disgusted and getting very nervous. What happens if they go bust before next week?!

System

brucie24 wrote: »

Utterly disgusted and getting very nervous. What happens if they go bust before next week?!

Sadly, this is not clear cut. Ofgem has only just realised that credits owed to consumers that have transferred out from a failed supplier are not covered by the Supply of Last Resort and Consumer Levy Regulations. This is the subject of an ongoing Ofgem consultation. Ofgem’s preferred solution is to add these credits to the Consumer Levy scheme.

itchyfeet123

molerat wrote: »

I am happy to stick with them. Mess up, complain, wait 8 weeks, escalate to ombudsman, wait a few more weeks, Iresa give me money. Cheap energy, interest on credit balance and occasional ombudsman bonus payment - what is not to like

Yup, but the key is to only complain once. If you spend time trying to get the problem resolved -- calling, more emails, etc, like you would with any other company -- the Ombudsman bonus payment will be worth less than if you'd used time at a minimum wage job.

fewkeste

itchyfeet123 wrote: »

Yup, but the key is to only complain once. If you spend time trying to get the problem resolved -- calling, more emails, etc, like you would with any other company -- the Ombudsman bonus payment will be worth less than if you'd used time at a minimum wage job.

A very valid point - life is too short to get repeatedly embroiled with protracted correspondence with Iresa and the EO.