Igloo Energy is Now E.ON Next: FAQ and Supplier Info
Igloo Energy was a UK energy supplier that closed in September 2021. Were you an Igloo Energy customer? Read on to find out what you should do next.
Igloo Energy has ceased trading. Since the closure of this supplier, information in this guide is no longer frequently updated. All information presented here was correct at time of original publication and is for reference purposes only. For more up to date information please contact the new supplier directly.
Who Were Igloo Energy?
Igloo Energy was founded in 2017 in Southampton. This energy supplier focused on using technology to keep customers informed about their energy usage, thus allowing them to better manage their energy consumption and save money on their gas and electricity bills.
At the time of its closure in September 2021, Igloo Energy supplied gas and electricity to 179,000 customers.
Who owned Igloo Energy?
Igloo Energy was owned by Matt Clemow. He was also the company’s CEO and co-founder. In regards to the company, he said, “Igloo Energy was born with the aim of wanting to make life easier for customers by helping them to use less energy.”
What Happened to Igloo Energy? FAQ
Igloo was one of a number of smaller suppliers which collapsed due to increasing wholesale gas prices during late 2021. Its customers were moved to E.ON Next in September 2021 under Ofgem’s Supplier of Last Resort (SoLR) scheme.
Igloo Energy Frequently Asked Questions
1) I'm an Igloo Energy customer - will I continue receiving energy?
Customers will continue to receive gas and electricity, thanks to Ofgem's Supplier of Last Resort (SoLR) scheme. According to the scheme's terms, any energy supplier that goes bankrupt has its licence revoked, and a bidding process is launched to reassign its customers to another supplier. In late September 2021, it was announced that E.ON Next would take on all Igloo customers.
When an energy supplier goes bankrupt, it will often takes its website offline, so we recommend logging in to your customer portal and downloading any bills and statements as soon as possible, so you have a written record of this information.
2) Will my energy tariff change?
All former Igloo Energy customers will be placed on a deemed tariff rate, which is protected by the energy price cap. These are some of the most expensive rates a supplier can charge, so we recommend you either shop around for a better deal or request that E.ON Next place you on a different tariff. Under the SoLR scheme, you are not required to pay exit fees when leaving your appointed new supplier.
3) How can I contact my new supplier?
Visit E.ON contact to get in touch with your new supplier.
4) I’ve already switched supplier - will this still go through?
If you were already in the process of switching away from Igloo Energy, the switch should be completed, and any Direct Debit you had set up with Igloo should be cancelled automatically. We still recommend that you confirm with your bank, just to be sure.
5) My account was in credit. Will I get my money back?
Under the terms of the Ofgem SoLR scheme, all customer credit will still be honoured.
6) I was in debt with Igloo Energy. Will I still have to pay it back?
You will still be required to repay any outstanding debts owed to Igloo Energy. E.ON Next will inform you whether they will take on your debt or if you will have to work out a payment plan with an administrator, which is a company that takes over a failing business.
7) I don’t want to be with E.ON Next. Can I switch to a different supplier?
Once the switch from Igloo to E.ON Next is complete, you are free to shop around for another supplier without incurring any exit fees or penalties. Here at Selectra, we work with a panel of top energy suppliers, including British Gas and EDF. Call 020 3936 0059 or get a free callback to learn more about our best deals.
Igloo Energy Reviews
Overall, customer reviews praise the supplier for its great rates and exceptional customer service. The supplier has an overall rating of 4.4 out of five stars on the customer review site Trustpilot. With nearly 2,000 reviews, 88% of customers have rated the supplier as either great or excellent. Only 9% of the customers who left reviews have said it is poor or bad.
Customers generally praise the energy company for how easy the switching process is, as well for its high standard of customer service.
“The service I get from Igloo just gets better and better. They have a real focus on service delivery no matter how big or small my query. Every time I have needed them they have been friendly, engaging and care about me as a customer. . . .”
Customers also rave about the £50 referral programme and the 3% interest they receive on any credit. The relatively small number of customers that have complained in the reviews generally allude to inaccurate billing as the reason for their frustration.
So how do Igloo Energy reviews compare to those from other energy suppliers? In terms of customer service, the supplier has risen quickly to the top of the ranks since it opened just three years ago. Igloo Energy has also recently joined the Energy Switch Guarantee, which ensures customers that switching will be easy and hassle-free.
The table below breaks down the UK’s best energy suppliers in terms of customer service, according to the latest research from Citizens Advice. Igloo Energy comes in at first place out of 40 companies, in front of heavyweight contenders such as EDF and British Gas.
The organisation regularly reviews and compares UK energy suppliers across the following six categories:
- Number of complaints per 10,000 customers
- Average call centre wait time
- Switches completed within 21 days
- Customers who had an accurate bill in the past year
- Bills and statements sent on time
- Customer guarantees
|5||Outfox The Market||3.75|
Information from Citizens Advice Last Updated March 2022
Igloo Pioneer tariff
The energy company offers just one tariff: the Igloo Pioneer. The supplier claims that by having just one variable tariff, it keeps things simple for its customers because they don’t have to go searching for the best deal on the market all the time.
With a variable tariff, prices will increase and decrease depending on the prices on the wholesale energy market. Variable tariffs do not have exit fees, so you can leave when you want if you feel that prices are increasing too much.
Do you use electricity only?
If you do not have a gas supply, you can still sign up for the Igloo Pioneer tariff for just electricity.
Login and account
Igloo Energy’s online account allows customers to manage their energy accounts 24 hours a day, seven days a week. Once you log in, you’ll have access to the following services:
- Check account balance
- Make payments and view history
- Submit meter readings
- Manage your contact preferences
How do I access the Igloo Energy login page?
Are you looking for the Igloo Energy login page? It’s quite simple to access. Go to the supplier’s homepage and click on where it says Sign in in the top right-hand corner. You will then be directed to the login page. It says Log in to your account at the top.
How do I log in to my account?
Below, we break down how to log in to your account in four easy steps.
Step 1: Access the Igloo Energy login page using the steps in the above section.
Step 2: In the box that says Email address, enter the email address linked to your account.
Step 3: In the box below where you have entered your email address, enter the password that is associated with your account. If you have forgotten your password, click on where it says Password Help. You must then enter your email address and go to your email account. Open the most recent message from Igloo Energy and click the link to reset your password.
Step 4: Click on the pink button that says Log in.
What can I do with the App?
With the Igloo Energy App, customers can manage their energy accounts entirely through their smartphones.
Through the energy app, customers are able to perform the following actions:
- Log in with Touch ID. This makes it quick and easy to sign in.
- Edit your personal account details. You no longer need to make a phone call!
- View your account balance. You’ll know exactly how much credit you’re in.
- Submit meter readings. A simple picture of the reading will do. The app will even send you monthly reminders!
The app is available to download from both Google Play and the App Store. Once you’ve downloaded the app, log in with the email address and password associated with your account.
On Google Play, customers have given the app a rating of just 3 out of five stars. iOS users seem to fancy the app much more, as on the App Store, customers awarded it a whopping 4.4 out of five stars.
Does Igloo Energy use smart meters?
Igloo Energy is now installing smart meters for customers. It will be in touch with customers to book an appointment when it’s installing smart meters in your area.
With a smart meter, you will no longer need to worry about submitting meter readings to ensure accurate billing. You’ll also be able to track your energy usage in near real-time, thus allowing you to better manage your consumption and ultimately cut back on spending.
The meters are compatible with the app, through which Igloo Energy says it will give personalised recommendations on ways to reduce your energy consumption.
Contact Igloo Energy
We break down the best ways for you to contact Igloo Energy below.
Igloo Energy Contact Numbers: A Quick Reference Table
Refer to the table below to find the best number for you to dial depending on your query.
|Department||Phone number||Opening hours|
|Customer service||0333 405 5555||Monday to Friday: 9am-5:30pm|
|Complaints||0333 405 5555||Monday to Friday: 9am-5:30pm|
|Gas emergency||0800 111 999||24/7|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|
Last Updated May 2021
Do you need to get in touch with the customer service department at Igloo Energy? There are quite a few ways through which you can reach out.
Customers who prefer to call the supplier should dial 0333 405 5555 to speak with a representative.
Besides making contact over the phone, customers can also speak with a customer service representative via the supplier’s live chat on its webpage. Simply click on the pink button in the bottom right side that says Chat now. It generally takes no more than a minute for a representative to respond.
You can also send an email to firstname.lastname@example.org or write a letter addressed to The White Building, 1-4 Cumberland Place, Southampton, SO15 2NP.
Social media users are invited to reach out via Facebook or Twitter, and customers who have the app downloaded can also communicate with the provider via this platform.
Make a complaint
To make a complaint to Igloo Energy, you should get in touch with the company’s customer service department. To contact this department, you can either call 0333 405 5555 or send an email with details of the complaint to email@example.com.
Customers can also complain by filling out an online contact form on the Igloo Energy website or write a letter addressed to The White Building, 1-4 Cumberland Place, Southampton, SO15 2NP.
The supplier says it will aim to resolve your complaint within 24 hours. If you are not satisfied with the response, you can then escalate the complaint to a Customer Service Manager. A manager will contact you within 24 hours to try and resolve the issue.
If you are still not pleased with how your complaint has been resolved, you should request a deadlock letter. This is a letter from Igloo Energy that confirms that a mutually acceptable solution has not been found.
You are then able to take the complaint to the Energy Ombudsman by calling 0330 440 1624 or sending an email to firstname.lastname@example.org. This is a free and independent service that will review the complaint.
If you do not have a deadlock letter, you can still escalate the issue to the Energy Ombudsman if eight weeks have passed since you first raised the complaint.
All energy providers must publish information about their mix of fuels used to generate electricity. Igloo Energy’s leading source of electricity generation comes from renewable sources, like wind and solar power. These power sources make up 58% of the suppliers' total mix.
We hope Igloo plans to take action to further increase its use of renewable sources in order to help the UK reach its target of bringing greenhouse gas emissions to net zero by 2050.
Warm Home DiscountIgloo Energy doesn’t have enough customers to offer the Warm Home Discount. However, since Igloo Energy does offer one of the cheapest tariffs on the market at the moment, it is likely that you would end up saving more money with Igloo Energy than you would with a larger supplier that offers the discount.
Igloo Energy partners with Tado to produce smart products for cooling and heating your home. Nearly a third of the energy we consume is used to heat and cool our homes. Using smart technology in your house could help you reduce your usage by up to 31%.
Tado products have loads of great features, such as geofencing, open window detection and weather forecasting. They can even connect to services such as Siri and Alexa, thus allowing you to change the temperature settings using voice control.
With geofencing, Tado can use your geolocation (taken from your phone) to automatically control your heating. It switches off your heating when you leave home, and even switches it back on when you are on the way home so that it will be warm when you arrive.
It recognises changes in temperature and humidity, so it can tell when a window has been opened. When an open window is detected, it will temporarily switch off your heating so you aren’t wasting energy.
Tado will also adjust the temperature inside your house depending on the weather forecast. This ensures that you are not under or overheating your home.
Currently, Igloo Energy is offering the Tado thermostat to their Igloo Pioneer customers so if you are interested in installing one you can ask Igloo when you sign up for the tariff.