MSE News: Energy firm Iresa ceases trading - here's what it means for customers

fairplayer

Shame. I really liked Iresa and never had a problem.
Thus far, I don't like Octopus one bit.

Octopus issued literature stating "we will transfer you to our award-winning customer service platform on our cheapest tariff".

Most of their email is dedicated to a self serving sales pitch about their fantastic customer service. I am very sorry but I pay for electric. An award-winning customer service platform is not my priority concern.

"While this will cost more than what you’re currently paying, it’s priced to ensure we’re a sustainable business. Although we’ve won numerous awards for our customer service, we make less than 5% margin, which covers the entire costs of running our business. "You will be moved onto Octopus's cheapest tariff which is hundreds of pounds cheaper than the Big 6."

Nowhere in their literature does it state their mandatory actual tariff charges.

I comprehend price is not particularly important to Octopus. It is all about their award-winning customer service.

"We are the only energy supplier recommended by consumer champions Which?, uSwitch’s Supplier of the Year, and backed by the £8 billion Octopus Investments."

"Octopus is renowned for fantastic service, but please do not call or email us unless it’s an emergency."

So how am I expected to find out how much I am now paying for electricity?
The onus is upon Octopus to provide this information.

Which tariff have I been charged since August 1st 2018?

What legally constitutes 'their cheapest' tariff?


It is highly unethical to raise peoples direct debit/charges without notifying them of the actual tariff cost especially when they are not in any position to do anything about it.

Out of courtesy, emails should instead contain full details of their actual cheapest tariff that customers are now being mandated to pay.

I have cancelled my direct debit as I had a large credit balance with Iresa. Octopus has no authority to take from my bank account until they notify the anticipated charges. I am really not interested in John Paull's love and power :A.

Sorry about the rant folks.

molerat

I think giving personal quotes this early is a bit much to ask with the scale of the task they have taken on. It is not difficult for you to find that information for yourself though through either the supplier's own website quote function or one of the many comparison sites.

SuiDreams

Alias_Omega wrote: »

My energy is up and down -

Cold Fill Washing Machine and Dishwasher.
Tumble Dryer
Electric Oven and Hob
Gas only for heating/hot water

Depending on how much usage these get, this will reflect my energy usage. Most things in the house are now energy saving, with the exception of a 500w PIR light on the garage.

I could do a 12 month, best guess....my energy usage would probably be the same for Electric (as we use a dryer all year), but Gas goes through the room in winter...

Do you not have figures for last 12 months? I keep records of monthly usage going back years and its these figures I use for comparison sites. Electric varies very little year on year but gas depends on if we have a cold winter or a mild one. For gas I usually do a comparison based on 3 figures average annual usage, cold winter and mild winter.


I hope that helps

fairplayer

"It is not difficult for you to find that information for yourself though through either the supplier's own website quote function or one of the many comparison sites".

Why should I? I did not ask them to take-over my account.

It is their responsibility to provide the full details of what they have been charging me since 1st August 2018 or is that too complicated for their award winning customer service platform?

Since 1st August, apparently, I already have an account with Octopus that I cannot move away from until they say I can. Their charges are mandatory - I have to accept them - whatever they may be?. I have no choice whatsoever in this matter. The very least they can do is supply their actual tariff charges instead of a convenient sales pitch, or is that too difficult?

I have no desire to spend hours of my time going through their website (including lots of closed historic tariffs) and reading more information about their awards. Thank you.

gadgetmind

Because switching often involves a lot of interactions between old supplier and new (and other parts of the industry) via various data flows, and Iresa were in no position to handle their side of this. The only alternative is for the full portfolio of customers to be moved to someone can handle either ongoing supply or switching.

psamuel

Email received from Octopus today asking for an up to date meter read.
Email informs me I can move from the 21st. :-)

fairplayer

lostfoot wrote: »

Was looking to change away from Octopus asap but noticed on the comparison sites some energy companies have removed their cheaper tariffs today. Why couldn't ofgem have allowed us to switch straight away from Iresa instead of switching to Octopus for 21 days and only then being allowed to choose to switch.

Totally agree.

I am also looking to move quickly after reading a string of poor reviews for Octopus on the Energy Advisory Service - UK website (energy-advise.com).

Octopus are also in the process of taking on some M&S customers. Rapid expansion does not usually bode well for customers.

molerat

fairplayer wrote: »

"It is not difficult for you to find that information for yourself though through either the supplier's own website quote function or one of the many comparison sites".

Why should I? I did not ask them to take-over my account.

It is their responsibility to provide the full details of what they have been charging me since 1st August 2018 or is that too complicated for their award winning customer service platform?

Since 1st August, apparently, I already have an account with Octopus that I cannot move away from until they say I can. Their charges are mandatory - I have to accept them - whatever they may be?. I have no choice whatsoever in this matter. The very least they can do is supply their actual tariff charges instead of a convenient sales pitch, or is that too difficult?

I have no desire to spend hours of my time going through their website (including lots of closed historic tariffs) and reading more information about their awards. Thank you.

Best you challenge the government over the Energy Act 2011 and supplier of last resort rules then. I very much doubt any supplier taking over 100,000 accounts at once could supply you with a personalised statement in a week.

Norman_Castle

fairplayer wrote: »

Shame. I really liked Iresa and never had a problem.
Thus far, I don't like Octopus one bit.

Octopus issued literature stating "we will transfer you to our award-winning customer service platform on our cheapest tariff".

Most of their email is dedicated to a self serving sales pitch about their fantastic customer service. I am very sorry but I pay for electric. An award-winning customer service plattform is not my priority concern.

Many ex Iresa customers are likely to be taking more notice of customer service ratings in future as they will understand the need.

fairplayer wrote: »

"It is not difficult for you to find that information for yourself though through either the supplier's own website quote function or one of the many comparison sites".

Why should I? I did not ask them to take-over my account.

It is their responsibility to provide the full details of what they have been charging me since 1st August 2018 or is that too complicated for their award winning customer service platform?

I have no desire to spend hours of my time going through their website (including lots of closed historic tariffs) and reading more information about their awards. Thank you.

They didn't ask to take over your account, ofgem asked them.
I wasn't entirely sure what I would be paying but found getting a quote easy enough or is that too complicated for you. It would have taken less time than writing your posts on here.
You'll be able to leave within weeks. I doubt they'll miss you.

Norman_Castle

fairplayer wrote: »

I am also looking to move quickly after reading a string of poor reviews for Octopus on the Energy Advisory Service - UK website (energy-advise.com).

Hopefully the move will be problem free. If not, their award winning customer services will be happy to help.