Ofgem gives Energy Supplier Iresa, 3 months to improve its customer service.
Based in Nottingham, Iresa is a small independent energy supplier who started supplying domestic customers in 2016.
The energy supplier is no stranger to being the cheapest on the domestic market with regularly being in the top 3 most cost-effective suppliers.
Iresa, says that they can offer such competitive prices by having technology that reduces their operational costs so they can pass on the savings to their customers. Unfortunately, like many energy suppliers before them, they forgot about the importance of good customer service.
Ofgem has banned Iresa from taking on new customers as well as increasing existing customers’ direct debits and asking them for one-off-payments. These bans are in place for up to three months until it resolves current customer service issues.
The three month period sets out to ensure Iresa improves the service it provides to its customers, including in the following ways:
1.) extending call centre hours, bringing down average call waiting times to below 5 minutes, and responding to customers who request a call back by the end of the next working day
2.) responding to customer emails within 5 working days
3.) clearing a backlog of consumer emails
4.)logging and recording all expressions of customer dissatisfaction
5.) acting to manage and identify all of its vulnerable customers, including offering to put them on a priority services register
What to do if you have a complaint about your energy supplier:
Have a look at Ofgem’s page regarding complaints and what to do. https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/complain-about-your-gas-or-electricity-bill-or-supplier
If you would like a second opinion on your issues with your energy supplier, contact us today and we’ll be happy to help