Add your feedback on energy supplier Iresa

macman

I received a gas bill on 14/3. No electricity bill yet, as they have failed to set up my electricity meter point after 8 weeks on supply. Meter readings submitted on 22/3 (at their request) still do not show up in the account.
Hengus, you make a good point about no Ofgem requirement for a telephone customer service facility, but the problem with Iresa is that neither do they offer any meaningful alternative customer service via email or messaging through the online account. I haven't tried writing a letter yet, but I doubt that it would even get opened. Perhaps if one of their local customers could go around and knock on their office door they might have more luck?
Surely Ofgem require licensed suppliers to offer some form of customer service that doesn't take a month or more to get a response (and often no response at all?
I could forgive Iresa an initial stumble due to a sudden influx of new customers, but they have now had time to react to that and provide more resources. It seems to be that they simply aren't bothered.

System

macman wrote: »

I received a gas bill on 14/3. No electricity bill yet, as they have failed to set up my electricity meter point after 8 weeks on supply. Meter readings submitted on 22/3 (at their request) still do not show up in the account.
Hengus, you make a good point about no Ofgem requirement for a telephone customer service facility, but the problem with Iresa is that neither do they offer any meaningful alternative customer service via email or messaging through the online account. I haven't tried writing a letter yet, but I doubt that it would even get opened. Perhaps if one of their local customers could go around and knock on their office door they might have more luck?
Surely Ofgem require licensed suppliers to offer some form of customer service that doesn't take a month or more to get a response (and often no response at all?
I could forgive Iresa an initial stumble due to a sudden influx of new customers, but they have now had time to react to that and provide more resources. It seems to be that they simply aren't bothered.

I am not defending Iresa. They are a challenging company to deal with. It is easy to say that we shouldn't need customer service but if a supplier isn't getting everything right, then the customer has to be able to contact them by some means ( and I do not mean Twitter or Facebook), and get a considered response.

macman

I didn't think you were defending them (though personally I'd use a less polite description than 'challenging'). In the meantime I have emailed consumeraffairs@ofgem.gov.uk just to keep the pressure on. Every little helps...

System

macman wrote: »

. Every little helps...

I agree. I note that they have stopped 'twittering' (if that is a word). I have just updated my spreadsheet and as of 31 March, I owe them £27.88 for gas (using the correct CV) so they are at least banking with me!

brewerdave

Don't know when IRESA started to pick up customers on their initial 1 yr fixes ......but it is certainly going to stretch them still further as people start to migrate away later this year (or try to!)

philng

Update.

Gas reading provided as requested 14th March-accepted & showing online almost straight away.
Electric reading provided as requested 19th March but only today 5th April showing online & 18 units different to that provided.
Ex EON account now showing as closed with last statement showing matched readings and extension of last year fixed tariff until date of switch.
So all now with IRESA and to date no contact required (thankfully!).

Former_E.ON_Company_Representative:_Malc

philng wrote: »

Update.

Gas reading provided as requested 14th March-accepted & showing online almost straight away.
Electric reading provided as requested 19th March but only today 5th April showing online & 18 units different to that provided.
Ex EON account now showing as closed with last statement showing matched readings and extension of last year fixed tariff until date of switch.
So all now with IRESA and to date no contact required (thankfully!).

Thanks for the update philng. Sorry to lose you but glad our account closed as it should with price protection properly applied.

Malc

srfkdr

They appear to be unable to deal with customer issues because they have long cues on the phone and do not address issues sent by email in a prompt and correct way.


Very frustrating.

PaschalFun

srfkdr wrote: »

They appear to be unable to deal with customer issues because they have long cues on the phone and do not address issues sent by email in a prompt and correct way.


Very frustrating.

I can fully understand how frustrated you feel - you even created a user ID here just to express it.

Why not use your online account to contact Iresa?

I contacted them yesterday that way and already have received a response

In the other thread regarding this supplier, also on the go currently, MSEer poppellerant said they emailed this supplier and got a reply within 24 hrs
Perhaps check your spam folder? :cool:

phillw

miniemma wrote: »

3 from British Gas, they've split my gas and elec and added a random DD too! Hence my twitchiness about getting a closing reading to them sooner rather than later.

I had the same. The first DD was closing the electric account, which wasn't very much as they used the previous months gas+electric DD. Then they produced a gas bill and split the total into two arbitrary amounts and collected it on different days. Possibly to avoid putting a large DD through in one go.