iSupply Energy review: complaints, tariffs & contact

iSupplyEnergy is determined to bring green energy solutions to its customers at an affordable price. Read on to learn more about this energy provider and what it has to offer.

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About iSupplyEnergy

iSupplyEnergy is a Bournemouth-based energy provider that was launched in 2012. While the company originally supplied solely electricity up until 2015, it now provides both gas and electricity to over 190,000 domestic customers across the UK.

In 2017, iSupplyEnergy was acquired by Vattenfall, a Swedish energy company that serves more than nine million customers across Europe. Vattenfall retained iSupplyEnergy’s employees and offices, and it continued to use the iSupplyEnergy brand name.

Having already invested more than £4 billion into renewable generation across the UK, Vattenfall focused on transitioning iSupplyEnergy into a more sustainable energy provider. iSupplyEnergy gained the resources to help its customers minimise their environmental impact at an affordable price.

In March 2020, EDF Energy acquired iSupplyEnergy from Vattenfall. EDF Energy already supplies gas and electricity to over five million domestic customers across the UK. Account transfers are set to begin taking place in April 2020. Most iSupplyEnergy customers can expect their accounts to be transferred by June.

Before we expand more upon what iSupplyEnergy has to offer, here is a brief timeline of the provider’s history.

• 2012 - Launch of iSupplyEnergy as an electricity provider
• 2015 - Starts to supply gas in addition to electricity
• 2017 - Acquired by Swedish energy company, Vattenfall
• 2019 - Fined £1.5 million by Ofgem for overcharging customers
• 2020 - Acquired by EDF Energy

Complaints

You will likely have to make a complaint to your energy provider at some point in your lifetime. Let’s have a look at what you should do if you have to make a complaint to iSupplyEnergy, as well as a bit about what the provider’s complaints typically concern.

How do I make a complaint to iSupplyEnergy?

iSupplyEnergy lays out its complaints procedure on its website. The provider says it will do everything it can to provide a solution as soon as possible.

Customers looking to make a complaint should first call iSupplyEnergy’s customer service on 0330 202 0298 and explain to a representative what has happened. You can also send a message through your online account.

If you are not satisfied with how your complaint was initially handled, you can escalate it to the Customer Resolution Team at iSupplyEnergy. A member of the team will contact you within five working days.

To contact the Customer Resolution Team, you can either call 0330 202 0298, message the provider through your online account, or send an email to complaints@isupplyenergy.co.uk. Customers can also write a letter addressed to Complaints, iSupplyEnergy Limited, Richmond House, Richmond Hill, Bournemouth, BH2 6EZ, or call customer service to arrange an appointment to meet with a representative.

If you are still not pleased with how your complaint was resolved, you can request an internal review. You can expect to hear back from a senior member of the Customer Resolution Team within five working days.

If a solution can not be reached, you can then request a deadlock letter from iSupply Energy. This is written confirmation that outlines the final position of the complaint. You can then refer the complaint to the Energy Ombudsman. You are still able to refer the complaint to the Energy Ombudsman without a deadlock letter as long as eight weeks have passed since you first made the complaint.

iSupplyEnergy customer complaints

According to the provider, billing made up for most of its customer complaints in 2019 at 40%, followed by payments at 19%. We took a look at customer reviews (article coming soon!) to see what previous and current customers of iSupplyEnergy had to say.

While half of iSupplyEnergy’s customer reviews on Trustpilot are rated as Excellent, 20% have below-average ratings. The reviews show that customer complaints generally concern issues with billing or negative experiences with the provider’s customer service.

“Having started with a direct debit of £68 they have increased it about every 3 months £72, £90, £120 and then finally to £168.... yes £100 more.... yet they now owe me £690. Which they have not returned despite several emails and a letter. . . .”

According to Ofgem, iSupply Energy overcharged more than 4,400 customers on its default tariff in 2019. These customers’ energy prices should have been protected by the price cap set by Ofgem. The provider must now refund the affected customers and pay 1.5 million to Ofgem’s redress fund for its failings.

Tariffs and prices

iSupplyEnergy offers an extensive selection of green gas and electricity tariffs for customers with both credit and prepayment meters. Tariffs are either fixed (with guaranteed prices for the length of the contract) or variable (in which prices are subject to change), and they always include two elements: unit rates and standing charges. Let’s take a look at some of iSupply Energy’s available tariffs.

The following calculations are based on the annual consumption for a medium-sized household in London. We have used the average energy consumption rates for the UK, which is 3,100 kWh of electricity and 12,500 kWh of gas.

This fixed-price energy tariff is paid via direct debit and gives customers a guaranteed price for their gas and electricity for 12 months. This is also one of the cheapest tariffs that iSupply Energy has to offer. If you terminate the tariff before the contract ends, you must pay an exit fee of £31.50 to cancel the electricity and £30 to cancel the gas.

Customers on this Discover Green Variable 10/19 tariff also pay via direct debit; however, the rates are more expensive and they are also subject to change. iSupplyEnergy will give customers notice before the prices are set to change so that they can decide to go on a different tariff.

With an estimated annual cost just £0.96 below the Ofgem price cap, customers could save quite a bit of money by simply going on a fixed tariff or by switching energy suppliers.This tariff does not have any sort of termination fee, so customers are free to change whenever they please.

This pay-as-you-go tariff is one of iSupply Energy’s most expensive tariffs. Customers on this Discover Green Prepayment 10/19 tariff would spend about £260 more per year on this tariff than they would on the Discover Green 12 months 12v3.

Like the Discover Green Variable 10/19 tariff, this tariff’s prices could either increase or decrease. Customers who decide to terminate this contract will not be charged a fee for leaving.

Depending on your area, iSupplyEnergy also offers fixed tariffs for pay-as-you-go customers.

In addition to dual fuel tariffs, iSupplyEnergy also has standalone tariffs for either your gas supply or electricity supply. For more information about iSupplyEnergy tariffs, contact the sales support team on 0330 202 0373.

The above iSupply Energy tariff is for Economy 7 meters. This type of tariff provides two different rates for electricity. Customers basically pay more for their electricity during daytime peak hours in exchange for cheaper rates for seven hours at night.

This Discover Green 12 months 12v3 Economy 7 tariff is a fixed-price tariff paid by a monthly direct debit. It has an exit fee of £31.50. iSupplyEnergy also provides variable Economy 7 tariffs, as well as different plans for pay-as-you-go customers.

Smart meters

If you have a first or second-generation smart meter, the meter will lose its smart functionality with iSupply Energy. The meter will still work — it will just function as a traditional meter and you will need to submit the meter readings manually. Customers can submit readings either by calling iSupplyEnergy or at any time through their online account.

Once iSupplyEnergy accounts go live with EDF Energy, customers with smart meters will be contacted by their new provider to confirm if the meter will have smart functionality. Customers who want to have a smart meter installed will be able to book a free installation with the new energy supplier. EDF Energy says it is aiming to have smart meters installed for all customers by the end of 2020.

Fuel mix

iSupplyEnergy claims to provide 100% renewable energy. Its electricity is generated by renewable sources, like wind and solar power. The gas sources, however, are not actually renewable. iSupplyEnergy instead offsets the carbon that is produced by investing in projects that reduce carbon emissions — so to compensate for every tonne of CO2 emitted, a tonne is also removed through the projects.

The UK’s average fuel mix consisted of just 32.8% renewable energy between April 2018 and March 2019. This percentage is up by almost 4% from the year before. We hope that more energy companies join iSupply Energy in providing 100% renewable energy in order to help the UK reach net zero carbon emissions by 2050.

If you're interested in switching energy providers and offsetting your carbon footprint, give us a call at Selectra on 0203 966 4692 and one of our energy advisers will be more than happy to assist you.

Contact iSupplyEnergy

If you want to get in touch with iSupplyEnergy, there are many different ways to contact the provider depending on your query. Let’s have a look at all the ways you can contact iSupplyEnergy.

Emergencies

iSupply Energy does not manage power cuts or gas emergencies. To report a power cut, you should contact your electricity network operator by calling 105. If you smell gas or have a gas leak, you should contact the National Gas Helpline immediately by calling 0800 111 999. These helplines are available 24 hours a day, seven days a week.

Customer service

The iSupplyEnergy contact number for general enquiries is 0330 202 0298. You will be asked to describe the reason for your call in a few words. You will then be put through to a customer service representative. All of the call centres are based in the UK and lines are open Monday through Friday from 9:00 a.m. to 5:00 p.m.

Some example reasons for why you may need to contact the customer service department at iSupply Energy:

• To submit a meter reading
• To pay a bill
• To get a refund
• To make a complaint

Sales support

If you’re looking to sign up with iSupplyEnergy, you should contact the sales support team by calling 0330 202 0373. Customers wanting to renew their tariff or transfer their account to a new property should also call this phone number.

If you are thinking about switching energy providers but you’re not sure which tariff is best for your area, give us a call at Selectra on 0203 966 4692. One of our energy advisers will be able to assist you in finding the best plan for your home.

Other ways to contact iSupplyEnergy

iSupplyEnergy invites customers to reach out to the provider via Facebook. A representative will typically reply within an hour.

Customers can also contact the provider via its website by logging into your online account. If you are having trouble logging in, check out our guide about how to log into your iSupplyEnergy online account (coming soon!).

You can also write a letter addressed to iSupplyEnergy, Richmond House, Richmond Hill, Bournemouth. Dorset, BH2 6EZ.

iSupplyEnergy contact numbers

Below you’ll find a reference table that presents all the possible ways to contact iSupply Energy.