Iresa customers: Your questions on new supplier Octopus Energy

All Iresa customers were transferred to a new contract with Octopus Energy on 1 August 2018. Octopus Energy have now contacted all customers to explain what happens next.

If you haven't heard from them, please get in contact using the details below.

They have put you on their cheapest tariff and have now contacted all ex Iresa customers to let them know personalised tariff information. If you haven't heard from them, please get in contact using the details below.

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Our advice is not to switch immediately, but wait until Octopus Energy has been in touch with you. They will contact you by 14 August 2018 with personalised information about your tariff.

Your switch to them will be completed around 21 August 2018. Octopus Energy will email you at this point to confirm once this has happened, and from then on you'll have full access to your Octopus Energy account. If you try to switch away from Octopus Energy before they complete the transfer of your account, the switch may not proceed or take longer to complete.

Once you have been contacted by Octopus Energy, you can then shop around or ask them to put you on a different tariff. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Iresa honoured by Octopus Energy.

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Octopus Energy will honour outstanding credit balances for both current customers and past consumers of Iresa who are still owed money. 

Octopus Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a few weeks as Octopus Energy need to receive and review records from Iresa. When calculating your credit balance, they will deduct any unbilled charges for your supply by Iresa. These are calculated by Iresa’s administrators.

Yes. Octopus Energy have agreed with Iresa's administrators to manage the final balances of everyone who was an Iresa customer on 31 July. This will save customers with a final balance from having to deal with a collections agency. They will be in contact with more information. 

In the first instance, you should contact the Octopus Energy Iresa Helpline and they will be able to help you. The Administrators are engaging a 3rd party to assist them collect outstanding balances on closed accounts however Octopus Energy may be able to help you in the first instance should have you have any questions or to settle that balance.

Octopus Energy will honour outstanding credit balances for both current and past customers of Iresa who are still owed money.

Octopus Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process may take a few weeks as Octopus Energy need to get and review your records from Iresa. When calculating your credit balance, Octopus Energy will deduct any unbilled charges for your supply by Iresa. These are calculated by Iresa’s administrators.

No. Octopus Energy will not pay this compensation. You should contact Iresa’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.

If you think your complaint is still ongoing, then once Octopus Energy contact you, please discuss with them how the issue can be resolved. 

No. We advise that you don’t cancel your direct debit before Octopus Energy contacts you. They have now contacted all customers to explain how they will take on your account, including any direct debit arrangements. They will also tell you what will happen to any credit balance you may have had with Iresa.

You don't need to worry if you’ve already cancelled your direct debit. Octopus Energy will be in touch with you. They will help you set up a new account and will be able to tell you what will happen with any credit balance you may have with Iresa.

Octopus Energy will not take on any unresolved complaints relating to Iresa.

However, if you believe your complaint is still ongoing, then once Octopus Energy contact you, please discuss with them how the issue can be resolved.

Enquiries

Octopus Energy will contact Iresa customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the Octopus Energy customer contact team.

Octopus Energy customer helpline: 

• Email: iresa@octopus.energy - Monday to Sunday, 9am to 10pm
• Telephone: 0808 164 1088 (freephone) - Monday to Friday, 9am to 5pm

Iresa administrators

We will publish contact details here when these are available.

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support.

• Citizens Advice consumer helpline (opens another website)
• Telephone: 03454 040506 - Monday to Friday, 9am to 5pm

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.