Problems with customer service
Iresa attracted the attention of thousands of families, offering incredibly cheap tariffs for gas and electricity. Nevertheless, recently the company had some problems. First, the supplier closed its doors for new customers for several months to resolve outstanding issues, secondly, a poor approach to handling complaints was noticed, and Iresa cannot provide payment through a bank account (direct debit) to its customers or request a one-time payment within the next three months.
Some difficulties related to the processing of customer calls arose in the company. Iresa extended the working period of the call center to shorten the waiting time to five minutes, and to answer missed calls until the end of the next business day. The company responds to customer emails only on the fourth or fifth day.
If the supplier does not demonstrate significant service improvements, then decisive measures, including revocation of the license will be taken.
Some suppliers ceased operations
While Iresa's problems are ficused on their approach to customer service, other suppliers have bigger problems.
This year, Future Energy, which mainly served Yorkshire and the Northeast, declined, leaving 10,000 customers in limbo. This followed the collapse of companies such as Brighter World Energy and GB Energy in 2016.
Last year, Ofgem said it was considering introducing stricter rules for new energy suppliers.