Smooth switch. Unfortunately the cheaper price, reason for my switch, didn't last adue to increase in global gas prices! I think it is still marginally cheaper than competitors but will have to k... See more
Igloo Energy
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See what reviewers are saying
I moved to Igloo few years ago and dont regret it, they answer your queries very quickly, website excellent, prices overall very good. the do struggle with me having solar panels and spend more money... See more
Company replied
I can't rate Igloo highly enough. Aside from offering great value, Cerys (in the metering team) worked tirelessly to sort out a smart meter issue that had been left by my previous supplier. I'm not su... See more
I am customer of Igloo since last 3-4 years. Not much issue with bill. In last few months two high price hike. My average bill gone 50% high. Also, standing charges are high compared to other suppl... See more
Company replied
Company details
Written by the company
Our mission is to help make our customers’ homes smarter, more efficient and cost less to run while helping the world get a cleaner energy system.
Contact info
1-4 Cumberland Place, SO15 2NP, Southampton, United Kingdom
- 0333 016 4500
- works@igloo.energy
- igloo.energy
Customer Service and Price increase.
Customer Service and Price increase.
Whilst we all grumble about price increases (it a variable tariff and we knew the risks on signup) and yes we have had 2 lately on comparison Igloo's rate are still saving me a significant amount even on fixed tariffs. I've personally had to call customer services lately and yes I had to wait nearly 20 mins but the agent quickly got the issue sorted (Bill problem but caused by my reading as we don't use gas over the summer so managed to cause an issue), personally I'd rather wait for a well trained CS person who understands me than someone who's maybe just reading a script.
Hopefully if the wholesale prices drop (well we can hope) its passed on quickly and Igloo have done that in the past as well.
Thanks team and if we have to complain always remember even if we are angry its not the agents fault so try not to loose it with them... :-)
September 19, 2021
Unprompted review
Reply from Igloo Energy
Hi Andrew,
Thanks for the 5-star rating!
We do experience busy periods sometimes, especially recently, so we are sorry for this! But we do pride ourselves on giving great customer service and having a knowledgeable and competent team. We're very glad to hear that you are happy with our service.
Best wishes,
Richard
Team Igloo
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Constant DD increases
Constant DD increases - two in the last couple of months after signing up! But that's half of the problem - my account is in credit by over £140 and when I used the option to withdraw the excess back to my account I got an email asking for a recent reading! What the actual hell? I have the right to withdraw MY MONEY without any of these tricks! Especially as the latest meter reading is ACTUAL.
September 18, 2021
Unprompted review
Reply from Igloo Energy
Hi,
Thank you for taking the time to leave us a review and I am truly sorry to hear that you are unhappy with our service.
We know there is no perfect time for a price increase, especially if you have recently joined us.
Since the beginning of this year the wholesale cost of gas has increased by a whopping 180% and with the UK’s reliance on gas fired power stations to generate electricity, this has resulted in a 265% increase in wholesale electricity prices.
If you would like some further information as to why we had to make this decision and what factors impact our price changes, you can read about this on our blog.
When refunding credit, it is always best to ensure that an up-to-date and accurate bill has been issued, which is why we will request for up-to-date readings. This is to help prevent your account from falling into debt.
If you require any assistance, please do not hesitate to contact us by sending an email to team@igloo.energy or calling us on 0333 405 5555 and we will be more than happy to help.
Kind Regards,
Tasha
Team Igloo
I've been with Igloo for a little while…
I've been with Igloo for a little while now and felt compelled to write this review in light of the negative reviews flooding in on recent price hikes.
It seems people are unable to grasp the concept of supply and demand and that effectively supply of electricity is extremely limited right now and will only get worse as we go into winter where demand will be high.
Igloo have to raise prices due to wholesale energy prices spiking. If they didn't and kept your tariff the same then they'd go bust. Just look at the several companies which have already done so this year. Then everyone would be complaining about that I guess!
From my side, Igloo remain competitive with the market, have an easy to navigate site and app and a no-frills tariff.
With winter coming you may want to look into a fixed tariff but they're already pricing in recent spikes so it'll cost you more upfront that sticking variable I suspect. Once supply resumes early into next year I imagine the fixed tariff's will be poor value indeed.
But what do I know.
September 16, 2021
Unprompted review
Disappointingly poor approach to billing
Like others on here, I joined because I liked the idea of more efficient and accurate online customer servicing at a competitive price. Unfortunately, what i got was a series of hefty price hikes - I am now paying £114 per month vs an initial monthly direct debit of £80! To make matters worse my account is in credit to the tune of £314 and climbing with no opportunity to reduce the monthly direct debit - the instructions to reduce your monthly payment which feature on the app are conveniently missing from my actual account! I am sick of the hefty bills igloo! Pay me my money back and stop using energy price increases as a smoke screen for hiking up people's direct debit payments (actually aligning direct debit payments with actual usage would be a start).
UPDATE: I have just phoned igloo to complain and request a refund for the £314. Again it's down to customers to request this, the algorithm igloo uses doesn't connect the direct debit payment to any credit on the account, so it won't happen automatically. MORONIC.
September 14, 2021
Unprompted review
Reply from Igloo Energy
Hi Serendipity,
Thank you for your feedback, and I am truly sorry for the problems that you are having.
I would like to look into this further for you, so I have requested further details on Trustpilot.
I will be in touch once I receive the details and I hope that I can help clear this up for you.
I look forward to hearing from you.
Best wishes
Craig
Re: Abbie Llewellyn, Customer Service
I had to make contact with Igloo Energy today regarding a dispute with my current bill. I spoke to a really nice lady named "Abbie Llewellyn". She excelled in her Customer service skills towards me. She took onboard my concerns and was able to reassure me, and made me feel less anxious about my current bill. She was able to match my tone, in the way she communicated with me. I would say that Abbie is a people's person, and could/would adapt to any given situation when dealing with any customer. So well done and thank you!!
September 14, 2021
Unprompted review
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Terrible Service / questionable bills
I am appalled by the service I have received from igloo and quite frankly I feel like I'm being scammed. After reviewing my final bill they say that I owe them almost £1000. When I called up to discuss and decipher why, no employee was able to justify or explain the massive difference which accumulated. They increased my direct debit a number of times throughout a two year period but somehow I was still over £900 in debit. Simply impossible. I was promised a call back and correspondence from their billing team on two occasions but no one has contacted me. That's after waiting 40 minutes for someone to pick up. I am still waiting....I would not recommend this to anyone. Just shocking customer service.
September 14, 2021
Unprompted review
Reply from Igloo Energy
Hi Bart,
Thank you for your feedback, and for taking the time to leave your review.
I'm so sorry to hear that the service that you've received hasn't been up to the standard that we aim to provide, and for the issues that you've experienced with your bills, and wait times to speak to us about this.
We will always try to make sure that your bills are being produced to the meter readings that you provide to us, and that your monthly payments cover your energy usage.
If there is an issue with your bills, or if they are incorrect, we'll aim to fix this for you as soon as possible. So that I can help further with this, I have requested some more information from you through Trustpilot.
I look forward to hearing back from you on this, and thank you again for taking the time to provide us with your feedback. We greatly value this, and will use it to improve upon our service moving forwards.
Best wishes,
Mair
Team Igloo
Not a very good company Been with them…
Not a very good company Been with them for 6 months and in that 6 months I had 4 price hikes and than they want to put my direct debit up so I was in credit with them didn't no I had signed up the bank of igloo energy
September 13, 2021
Unprompted review
Reply from Igloo Energy
Hi James,
Thank you for taking the time to leave a review.
We appreciate that the change in prices may be frustrating.
Since the beginning of this year the wholesale cost of gas has increased by a whopping 180% and with the UK’s reliance on gas fired power stations to generate electricity, this has resulted in a 265% increase in wholesale electricity prices.
Increasing our prices is not something that we take lightly and we will always give our customers 30 days’ notice of any price increase to give you the time to compare our tariff with the market and decide if you would like to stay with us. If you choose to leave you can do so with no penalty, as we do not believe in early exit fees, though we will be sad to see you go.
If you decide you would prefer to switch providers following this, you can do so before the 29th of October and we will honour the old prices until the switch is completed.
Thank you again for taking the time to leave a review, we really appreciate all feedback we receive.
Best Wishes,
Tasha
Team Igloo
Customer service, very poor.
I joined Igloo about 4 months ago because of ill advice from MSE, wish I hadn't! I have not had one bill yet, numerous emails not answered, just one answer that "due to some meter reading error we have suspended your bills". Although I have a smart meter.
UPDATE: Got a call promising to sort it out about 3 weeks ago. Still not sorted, and they've gone bust now!...Great.
September 11, 2021
Unprompted review
Reply from Igloo Energy
Hello Essy,
I am really sorry we have not billed you yet. This could be for many reasons, but by the information provided by your review, it looks like it may be a dispute on your account.
As we have now ceased trading, I would recommend you talk to E.ON Next once they get in touch, and explain you have not been billed yet due to a discrepancy with the opening meter read.
I am sorry we were unable to help you further.
All the best,
Lara
Team Igloo
Unfortunately had to leave igloo as the…
Unfortunately had to leave igloo as the price hikes was not what I was expecting in the first year, I guess this is the problem with variable tariffs. We are switching back to fixed tariffs with another supplier for 18months.
*I will not be going back for variable.
Apart from that no other issues but saying that I haven't ever had issues with energy suppliers.
September 10, 2021
Unprompted review
Reply from Igloo Energy
Hi Jimbob,
Thank you for your review and feedback. I'm sorry to hear that you have decided to leave due to the recent price increases.
As you have stated, we offer one simple variable rate tariff at Igloo and due to this our prices are subject to change, with prices going up and down. We always want to make sure we're providing the best deal to our customers, however, the wholesale energy market has been extremely volatile recently, and we have had to make the difficult decision to increase our prices as a result of the increasing cost of energy.
We don't believe in locking our customers into a fixed term contract, and there are no exit fees for switching away. Additionally, we provide 30 days notice to our customers of any price increases and offer a further lieu period for customers switching away, where we will honour the current prices up to the date of your switch.
We also value our customers and aim to provide the best possible customer service, which is reflected within our customer service ranking with the Citizens Advice Bureau, who ranked us in first place last quarter.
If you have any questions or concerns in relation to your account, price changes, or your switch away from Igloo, please do not hesitate to get in touch with our friendly customer service team.
Best wishes,
Daryl
Team Igloo
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Once, twice but not thrice.
I'm another one who has had two hefty increases since joining in July so I'm off and it's a fixed deal for me having experienced these breathtaking rises. I'll be paying more initially but at least I won't be waiting to see what my next hike in charges will be as the year rolls on.
Update...to be fair I am pleased to say that all my outstanding credit has been repaid recently so a thank you for that and my best wishes to staff who may have lost their jobs.
September 7, 2021
Unprompted review
Reply from Igloo Energy
Hi TC,
Thank you for your feedback.
Since the beginning of this year the wholesale cost of gas has increased by a whopping 180% and with the UK’s reliance on gas fired power stations to generate electricity, this has resulted in a 265% increase in wholesale electricity prices.
Our price changes affect all our customers in the same way, and it is applied to everybody at the same time. Increasing our prices is not something that we take lightly and we will always give our customers 30 days’ notice of any price increase to give you the time to compare our tariff with the market and decide if you would like to stay with us. If you choose to leave you can do so with no penalty, as we do not believe in early exit fees, though we will be sad to see you go.
If you decide you would prefer to switch providers following this, you can do so before the 29th of October and we will honour the old prices until the switch is completed.
We do take feedback very seriously and we would like to thank you for bringing this to our attention and allowing us the opportunity to respond.
Best wishes,
Craig
Decline in customer service
Have been with Igloo for some time now. Used to be able to contact them easily, now almost impossible, they keep providing a number but huge waiting times. They keep saying that they are recruiting more staff, but it's been like this for months. As others I have received two increases, the last 14%, but they have increased mine by 21%, again I cannot discus as they have gone off grid. Please sort the customer service side its become a joke! Seems doing a review is only means of communication...
September 5, 2021
Unprompted review
Reply from Igloo Energy
Hi,
Thank your for your feedback.
I'm sorry to hear that you've been struggling to get in touch with us. As you say, we have been recruiting. We have more than doubled our team since last year. It takes quite a long time to get an agent up to speed but we're seeing improvements in our answering time and are focused on getting it back to the level that you have come to expect of us.
Many thanks
Fergus
Used Igloo for a few months whilst…
Used Igloo for a few months whilst selling a rental property. No problems until I tried to leave after selling the house. It's like "Hotel California". They wont stop billing me on estimated use and wont return the credit they owe me. I get emails from different people who obviously dont communicate with each other and we go round in circles. Ive cancelled my DD but they don't listen.
September 5, 2021
Unprompted review
Reply from Igloo Energy
Hi Aurora,
Thanks so much for getting in touch to leave us feedback. We are very grateful for this.
I am sorry that you are experiencing issues with your billing during your home move. I am very keen to be of assistance and investigate further.
I have requested your details via Trustpilot, so I can locate your account.
If you prefer, please get in touch, we will be more thank happy to help you get this resolved.
Thank you again, and I look forward to speaking with you.
Take care,
I'm being overcharged at 116 pounds per…
I'm being overcharged at 116 pounds per month...Ridiculous
September 4, 2021
Reply from Igloo Energy
Hi Chris,
Thank you for your feedback.
We never want to overcharge anyone for the energy that they use, one of our team would be happy to help. You can find out how to get in touch with us here https://igloo.energy/contact/
Many thanks
Fergus
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Within 2 weeks of switching to them…
Within 2 weeks of switching to them they emailed me stating that they were increasing their tariff by over 12%! ok, I took that one on the chin. Then 6 weeks later they sent a further email stating that they are increasing their tariff by a further 14%, Needless to say, I've just started the switch to another provider!
September 3, 2021
Unprompted review
Bill went up by 50% in last few months
I am customer of Igloo since last 3-4 years. Not much issue with bill.
In last few months two high price hike. My average bill gone 50% high. Also, standing charges are high compared to other suppliers.
There is no option for Fixed price plan. Please negotiate with your wholesale supplier as your prices become unbearable.
September 3, 2021
Unprompted review
Reply from Igloo Energy
Hi DP,
Thank you for your feedback.
We have chosen to offer a single, variable, tariff as we believe in keeping this simple and fair. Other companies offer their best deals to new customers, leaving loyal customers to pick up the bill. By offering a single tariff, every customer of Igloo gets the best deal we can afford to offer.
It has been an unprecedented year with some of the highest wholesale energy prices on record. This has forced us to increase our prices but our approach to pricing means that if the markets change we can quickly pass on savings to all our customers.
Many thanks
Fergus
No problems so far
I Joined Igloo a few months ago everything has been good so far. Waited for ages to get a smart meter with another supplier... had one fitted in weeks with Igloo. It's annoying that the energy prices have increased but for me, they are still the cheapest.
The APP is good but I think it could be better and more intuitive in some areas... after using a competitor APP for a number of years I miss some of the accessibility of some of its features. All is good so far.
September 3, 2021
Unprompted review
Reply from Igloo Energy
Hi John,
Thanks for taking the time to leave us a review. We really appreciate your kind feedback, and are pleased to hear you are happy with our services and now have smart meters in your home.
We'd love to hear your feedback on our App as we are always looking for ways we can improve our customer experience.
If there's anything else we can help with, please let us know.
Best wishes
Terrible experience
Terrible experience, switched as they were cheaper then within a week my DD had done up and so had my tariff by so much. Takes at least 40/50 mins to get though to someone
by phone. By the looks of the other reviews I am not the only one and I have switched today but been left with such a large energy bill, the biggest one I have ever had for a month - ever. I feel let down and very disappointed.
September 3, 2021
Unprompted review
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Price hike
Been with Igloo since July due to moving home and continuing with their supplier. 14% increase, I don’t think so. On comparison site straight after this. Disappointed Is not a strong enough word.
September 2, 2021
Unprompted review
Reply from Igloo Energy
Hi John,
I'm sorry to hear that you're disappointed. The cost of wholesale energy has forced us to increase our prices but we do try to offer a fair price to all our customers. Even after this change we expect to remain one of the cheapest in market, £71 below the cap for the typical Igloo customer.
If there's anything our team can help with, please get in touch.
Many thanks
Fergus
Do not touch these rip off merchants.
Been with them a year. Started paying less than £100 monthly which soon went up to £147. Total paid is nearly 50% more than last year with old supplier. Am now in process of leaving.
September 2, 2021
Unprompted review
Reply from Igloo Energy
Hi Marg,
Sorry to hear you're leaving us. Increasing our prices is not a decision we take lightly, but with wholesale costs increasing by more than 180% since the beginning of the year it was a decision we had to take.
Even after this change, we remain one of the cheapest in market, coming in £71 a year below the OFGEM price cap for an average Igloo customer.
Many thanks
Just joined them a week ago and they…
Just joined them a week ago and they increased prices both for gas and electricity. I am on phone call and it's more than 45 mins and still on waiting for someone to pick up the call. Really very bad practices. Won't bother to look back and will join new or rejoin old company. No point of considering them in future
September 2, 2021
Unprompted review
Reply from Igloo Energy
Hi Mysterious Dude,
Sorry that you've been having trouble getting in touch with us. We've received a high number of calls over the past few days, resulting in higher than normal waiting times. Our team are working hard to answer these but if you have any questions about your account please drop us a email at team@igloo.energy and we will get back to you asap.
Many thanks
Fergus
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