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
First class service from you star…
First class service from you star customer service assistant, Matthew. Thanks so much
August 13, 2021
Reply from Igloo Energy
Hi Stacey
Thank you very much for your 5 star review!
We really appreciate your kind words and I will let Matthew know that his team are providing an excellent service.
If you have any queries, please do not hesitate to email or call us on 0333 405 5555, our hours are Monday - Friday 9:00 - 5:30pm.
Hope you have a wonderful weekend and stay safe!
Best Wishes
Henna
Team Igloo
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I would like to say very good.
August 13, 2021
Reply from Igloo Energy
Hi Anthony,
Thank you for your excellent review. As a growing company, we appreciate all of our customers comments.
It's great to hear you're happy with Igloo, we strive to deliver excellent customer service, so we're pleased you're happy.
If there's anything you need, please do reach out, as we're always happy to help.
Best wishes,
Beth
Changing to igloo was quick and easy
Changing to igloo was quick and easy, everything is done for you just sit back and watch your payments drop
August 13, 2021
Reply from Igloo Energy
Hi Sally,
Thank you for taking the time to leave us a great review!
It's fantastic to hear that the switching process was quick and easy for you.
If you have any questions or queries for us in the future please let us know and the team will be more than happy to help.
Kind Regards,
Bessie,
Team Igloo
Igloo energy - best company I’ve been with
Been with Igloo for 3 years now transfer from EDF was so easy. Love the fact you get interest on any credit you have with them. Recently changed to a smart meter with them, excellent communications throughout the whole process. Would definitely recommend them.
August 13, 2021
Fantastic service and communication
August 13, 2021
Reply from Igloo Energy
Hi Anne,
Thank you so much for leaving us a 5-Star review!
It is great to hear that you feel that Igloo offers a fantastic service and communication!
Putting our customers first is at the heart of what we do.
Best Wishes
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Switched to Igloo save but I'll be getting a more expensive contract
I used a comparison website to switch to Igloo and Igloo quickly set up my account and everything rolled over smoothly. So I had a positive impression in the beginning, to be fair.
However, just 2 weeks after switching, Igloo sent me a letter to say that they'll be raising prices. Although I get to retain the agreed switched prices for the first two months, the prices will be much higher than if I had stuck with my previous supplier.
I had switched to get cashback based on a joint offer between Igloo and TopCashback, and having already paid the first direct debit to Igloo with the second coming up these few days, I'm still not getting my cashback from Igloo. I chased up TopCashback but they say its Igloo's responsibility to confirm that I have successfully switched and Igloo hasn't been responding.
So now I'm stuck. I don't get to save by switching to Igloo, nor do I get the cashback that was promised. I am paying more money that I had budgeted for. It would have been better to have just stayed with my previous supplier if I had known it was going to be this bad!
Update 25 Aug 2021:
I appreciate that Igloo has taken the time to respond to this review and also to promise to look into the cashback that I should be getting. However it’s been more than a week and in just a few days’ time the deadline for the more expensive deal from Igloo will come into effect and my cashback status is still pending despite having already made two direct debit payments for my bills. I’d like Igloo to confirm the cashback status from TopCashback ASAP please. Thank you.
August 13, 2021
Unprompted review
Reply from Igloo Energy
Hi Howard,
Thank you for your review and for taking the time to leave your feedback. I'm very sorry to hear that you've not had the experience that we aim to provide to our customers since coming onto supply with Igloo.
In February 2020 we increased our tariff prices by 30% when wholesale prices increased, since then market costs have continued to rise and wholesale market costs are at a 13-year high. The colder start to the year has meant that the UK has used more gas from reserves than originally expected, while the gradual return of industry following various global lockdowns has driven an increase in demand.
While we’ve absorbed the further increased costs over the period following February 2021 so far, we found ourselves in a position where we need to increase our prices again due to the climbing wholesale costs of energy. This is affecting markets not only here in the UK, but globally.
We offer one simple, variable energy tariff, our Pioneer Tariff, which allows us to focus on giving every one of our customers the best deal possible. The nature of a variable tariff means we are able to be more flexible than most other suppliers. When wholesale prices have dropped, we’ve been in a position to pass this saving on to our customers, however sometimes, this can go the other way.
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 30th of August, and we will honour the old prices until the switch is completed.
I'm sorry to hear about the issues that you've experienced with your cash-back reward from your switch. I have requested some more information for your switch through TrustPilot so that we can look further into this, and I'm keen to ensure that this issue is resolved for you.
Thank you again for leaving your review and for your feedback.
Have a safe and lovely afternoon.
Many thanks,
Mair
Team Igloo
EDIT
Hi Howard,
Thanks for getting back to us, I hope you are well.
I apologise for the delay here, I have now located your e-mail and I am getting in touch now.
Speak soon and take care,
Reply from Igloo Energy
Hi Derek,
Thank you so much for your feedback, your review means a lot and lets us know we're on the right track!
It's great to hear that you find our communication good, and we will continue to provide great customer service.
Best Wishes,
Prisca
Team Igloo
Disgusted
I was with igloo for about 18 months and decided to change my supplier which I did but there was an outstanding balance which I set up standing order for, month later I'm still getting threatening emails to send my balance to 3rd party debt collectors ,NOT GOOD ENOUGH IGLOO ,"CALLED TODAY AND ALL I GOT WAS WERE SO SORRY ITS AN AUTOMATED EMAIL ,I CONTACTED IGLOO ON 3 OCCASIONS WHEN EMAILS WERE SENT TO ME AND WAS TOLD I WOULDNT RECIEVE THEM ANY MORE ,I wouldnt come back to igloo if they paid my bill ,never I have told friends and family this too ,SHAME on you igloo
August 10, 2021
Unprompted review
Reply from Igloo Energy
Hi Jimbom,
I am sorry to hear of the bad experience and communications you had received from us.
I would really like to look into this further for you to see what has happened, therefore, I have requested your details via Trustpilot.
I look forward to hearing from you.
Best Wishes,
Tasha
Friendly and Helpful
As a new customer, I have had occasion to contact Igloo a few times for guidance and clarification of some things. On every occasion the reply has been very prompt, friendly, and helpful. Keep it up Igloo.
August 10, 2021
Reply from Igloo Energy
Hi Trevor,
We can’t thank you enough for the kind words about our service. Your review means a lot to us and lets us know we’re on the right track!
We’re very grateful for customers like you and hope you stick with us for years to come!
Thanks again!
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Shockingly bad customer service and extremely high bills
Shockingly bad customer service. Wasted hours on the phone to try to resolve a direct debt issue. Was assured by Emily it was set up and would not show as a missed payment but that's exactly what happened. Have been awaiting a response from them to my complaint for 6 days now. Our bills since we have been with them have gone up and up every month and the subscription only payment option is ridiculous. Despite our usage reducing to a quarter (our boiler was broken and cost us £££ but has now been fixed) they stil are insisting we pay £148 a month when our usage has reduced to £50. Terrible company.
August 10, 2021
Unprompted review
Reply from Igloo Energy
Hi Hannah,
Thank you for your feedback, it is very valuable to us at Igloo,
I'm sorry to hear that our service has left you dissatisfied here.
We review your direct debit twice a year in line with your usage, so as long as we have accurate meter readings, we will ensure to monitor your account regularly. If we can decrease your payments, we will get in touch.
If you have recently had a broken boiler, that has been causing a higher consumption of the property, it will increase the estimated annual consumption of the property. If this has since been resolved and your usage is now lower, then the estimated annual consumption will update with every meter reading that is submitted to us, to fall in line with your new consumption. Our payment amounts are worked out by the estimated annual consumption that we have on file and once this updates to your lower estimated consumption, it is likely we will look to lower your payments at the next review.
I can see that one of my colleagues in the customer care team have been in touch with you and I hope that we are able to resolve this for you.
Best Wishes,
George
Team Igloo
Easy switch to Igloo saved money and no…
Easy switch to Igloo saved money and no fee of I leave,brilliant
August 10, 2021
Reply from Igloo Energy
Hi David,
Thank you so much for taking the time to leave us this amazing review!
We are so pleased that you found the switch process easy and that you saved money by switching to Igloo.
Best Wishes,
Prisca
Team Igloo
Igloo always answer a query or question…
Igloo always answer a query or question efficiently. Brilliant service.
August 9, 2021
Reply from Igloo Energy
Hi Geraldine,
Thank you for taking the time to leave us a lovely review.
As a small company, your feedback means a lot to us.
It's great to hear that we've answered your questions and queries efficiently!
Please don't hesitate to reach out to us if we can help you with anything else in the future.
Best wishes,
Bessie
Team Igloo
In my opinion Igloo provide an excellent…
In my opinion Igloo provide an excellent service. I found their variable tariff prices to be the best when I checked against one of the popular comparison websites. When I signed up with Igloo early in 2021 I over estimated my energy consumption resulting in my monthly payments being higher than necessary. A call to Igloo got the matter resolved very quickly. The representative I spoke to was very polite and helpful in arriving at a monthly payment figure that was more accurate and acceptable to both of us. Hence the 5 star rating.
August 9, 2021
Reply from Igloo Energy
Thank you for leaving us such a wonderful review and the five start rating!. We are thrilled that you loved your experience with Igloo. We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day. So thanks for your kind words, and we look forward to hearing from you again soon.
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Mark
Mark, the gentleman who dealt with my problem, was very helpful, polite and charming; most certainly an unusual occurrence in this day and age.
August 9, 2021
Reply from Igloo Energy
Hi Carol,
Thank you for taking the time to leave such lovely feedback.
We have passed this on to Mark, it's great to hear that he was helpful, polite and charming!
Our team will always do our best to resolve any problems you may experience.
If you have any questions or queries in the future, please don't hesitate to reach out to us.
All the best,
Bessie,
Team Igloo
We joined Igloo from Bulb a couple of…
We joined Igloo from Bulb a couple of months ago. So far, I've been very impressed with their service. They are able to read our gas smart meter, something Bulb seemed unable to do for over 18 months despite repeated promises that they would resolve the problem. I have been able to speak to a human in Igloo customer service without any problem and their email response has been extremely responsive. Full marks, so far.
August 9, 2021
Reply from Igloo Energy
Hi George,
Thank you for your fantastic review!
We pride ourselves on our excellent customer service and it is reviews like this that let us know we are on the right track.
If you ever have any questions please don't hesitate to get in touch with us on 0333 405 5555 Monday-Friday 09:00-16:30.
Thanks,
George
Excellent customer support
Obviously as a pensioner on a limited budget good value and excellent customer support was paramount. Igloo delivered. I submit monthly meter readings and I know exactly how much I'm spending. Thank you
August 8, 2021
Reply from Igloo Energy
Hi Stephanie,
Thanks for leaving us such a wonderful review!
We are thrilled that you have loved your experience with Igloo.
We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day.
Best Wishes,
Prisca
Team Igloo
I always get good information from your…
I always get good information from your team and they are always able to
give me the help i require
August 8, 2021
Reply from Igloo Energy
Hi Sue,
Thank you so much for your feedback! We’re really glad you enjoyed our service.
Thanks for your kind words about our team, with Igloo we always strive to put our customers FIRST!
We’re very grateful for customers like you and hope you stick with us for years to come!
Best Wishes,
Prisca
Team Igloo
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The swap over to you was amazingly…
The swap over to you was amazingly quick and no trouble. Problems I had with my gas meter were quickly solved by Liam.
Thank you.
August 8, 2021
Reply from Igloo Energy
Hi
Thank you for leaving positive feedback regarding your switch across to Igloo. I am pleased to hear that we were able to efficiently deal with your gas meter issue too.
If we can help with your account please get in touch, we're here to help.
Best Wishes,
Sarah
Team Igloo
Impossible to get through on the phone
Impossible to get through on the phone. I have phoned 4-5 times and used the ring back service, but they never call back.
August 8, 2021
Reply from Igloo Energy
Hi Joan,
Thank you for your review.
I'm very sorry to hear of the issues you've encountered and that we've fallen short of your expectations.
Recently, we have received a large influx in communications from our customers. Because of this, we are experiencing delays in our correspondence and I apologise for the inconvenience caused by this.
We have taken the feedback from our customers onboard and have recently hired and trained over 30 new team members to help us get back to the expected Igloo service.
I hope that you have been able to get your query resolved.
If you do need any help, you can contact us on 0333 405 5555 Monday to Friday 9am — 4:30pm to speak with a member of Team Igloo. You can also contact us via your online account, the Igloo App, or by email to team@igloo.energy.
We are here to help, and we look forward to hearing from you.
Best wishes
Craig
I needed to contact Igloo regarding…
I needed to contact Igloo regarding meter readings for when we transferred our
energy supply from Ovo energy.
All the queries I had were explained in full and in terms easy to understand.
August 8, 2021
Reply from Igloo Energy
Hi Mrs Hearn,
Thank you so much for your review, it is much appreciated.
We are so happy to hear that we handle your queries well, please do not hesitate getting in contact in the future if you have any other queries.
Many thanks,
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