Igloo Energy is a relatively small and new energy supplier. Read on to learn how the supplier performs when it comes to customer service, prices and other services, and find out if Igloo Energy is the best supplier for you and your home.
|Domestic market: England & Wales||Affordable energy rates|
|Customers: 98,562||Quality customer service|
|Electricity sources: renewables, natural gas, coal, nuclear, other||£50 referral programme|
|Fuel mix score:★★★★||No smart meters|
|Selectra score:★★★||No fixed-price or prepayment tariffs|
Who is Igloo Energy?
Igloo Energy was founded in 2017 in Southampton. The energy company says it focuses 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.
As of 1 June 2020, Igloo Energy has 98,562 live customers. The company’s customer base has more than tripled in size over the past year.
Who owns Igloo Energy?
Igloo Energy is owned by Matt Clemow. He is also the company’s CEO and cofounder. 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.”
Overall, customer reviews praise the supplier for its great rates and exceptional customer service. The supplier has an overall rating of 4.5 out of five stars on the customer review site Trustpilot. With just over 1,000 reviews, 89% of customers have rated the supplier as either great or excellent. Only 6% 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 enures 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 second place out of 40 companies, just behind EDF Energy in first place.
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
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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.
The table below breaks down the rates of the Igloo Pioneer tariff as of June 2020. Calculations are based on average consumption levels for a household in London that consumes both gas and electricity.
|Electricity unit rate||12.569p per kWh|
|Electricity standing charge||20.833p per day|
|Gas unit rate||2.247p per kWh|
|Gas standing charge||24.50p per day|
|Total estimated cost per month||£66.64|
|Total estimated cost per year||£799.59|
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.
The table below shows the estimated spend for an electricity-only household in London. The electricity unit rate and standing charge are the same for customers who also have gas. For our calculations, we used the average annual consumption of 4,200 kWh of electricity per year.
|Electricity unit rate||12.569p per kWh|
|Electricity standing charge||20.833p per day|
|Total estimated cost per month||£50.33|
|Total estimated cost per year||£603.94|
Igloo Pioneer reviews: how does it compare?
Compared to other energy suppliers across the UK, Igloo Energy ranks among the top five for having the cheapest price. The estimated annual spend is around £300 less than what an average household would pay on the British Gas standard tariff.
In the table below, we break down the top suppliers with the cheapest dual-fuel energy tariffs for a medium-sized household in London. We used the national consumption averages of 2,900 kWh of electricity and 12,000 kWh of gas per year for our calculations.
|Energy Provider||Cheapest tariff||Estimated monthly spend||Estimated annual spend|
|Outfox the Market||Fix’d 20 11.0||£63.89||£766.68|
|Tonik Energy||Green SuperPower||£64.22||£770.66|
|Avro Energy||Simple and SuperFixed||£64.57||£774.85|
|Igloo Energy||Igloo Pioneer||£66.63||£799.59|
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 3.1 out of five stars. iOS users seem to fancy the app much more, as on the App Store, customers awarded it a whopping 4.5 out of five stars.
Does Igloo Energy use smart meters?
Igloo Energy does not yet install smart meters for customers. The company says it plans to begin installing second-generation smart meters (SMETS 2) soon. 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 will be compatible with the app, through which Igloo Energy says it will give personalised recommendations on ways to reduce your energy consumption.
Unlike the first generation of smart meters (SMETS 1), these SMETS2 meters will allow customers to switch suppliers without the meter going ‘dumb’ and losing its smart functionality.
Contact Igloo Energy
We break down the best ways for you to contact Igloo Energy below.
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|
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. You can also give us call at Selectra on 020 3936 0059 to get expert energy advice for free.
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 email@example.com 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 firstname.lastname@example.org.
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 email@example.com. 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.