Igloo Energy Review

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Last updated: 17th June 2021

Igloo Energy Review Summary

PROS:

  • Innovative use of technology to help customers manage their energy usage
  • One of the cheapest energy suppliers in the UK
  • 3% Interest paid on the first £1,000 of any credit balance

CONS:

  • Only one variable rate tariff
  • Payment is via direct debit only and pre-payment meters are not accepted

Who are Igloo Energy

Year Established:2017
No. of Customers:100,000+
Contact number:0333 405 5555
Contact email:team@igloo.energy

Southampton-based Igloo Energy started supplying energy to UK homes in 2017.

The company differs from many of its competitors in that it aims to use technology to help make its customers’ homes smarter and more energy efficient. It claims that using smart technology to manage how homes are heated and cooled can reduce energy consumption by up to 31%.

Igloo Energy has a partnership with Tado, a manufacturer of smart energy products. Tado’s devices connect to services such as Amazon’s Alexa. These devices can alert you to open windows, analyse weather forecasts to determine when the heating needs to be on and when it doesn’t, and use geofencing to only heat homes when those homes are occupied.

It’s not just homes. Igloo Energy is also supporting electric vehicle owners by giving its customers 1,200 free miles worth of charging via its Smart EV app. This app manages when an electric vehicle is charged to ensure that the charging is as environmentally friendly as possible.

What tariffs do Igloo Energy offer?

Igloo Energy only offers one tariff, a variable rate tariff. Like most variable tariffs, this also has no exit fees. This is called the Igloo Pioneer tariff.

How do Igloo Energy compare on price?

They are one of the UK’s cheapest energy suppliers, although because they only offer a variable rate tariff there is no protection for customers if energy prices increase in the future. However, there are no exit fees so at that point there would be nothing to stop customers switching to another energy supplier.

Unlike the other energy companies in the UK, the company pays 3% interest on credit balances up to £1,000 which can result in a reduction in a customer’s total energy cost if a credit balance is built up during the summer months when energy usage tends to be lower.

In addition to the low-cost tariff and the interest on credit balances there is also the fact that by helping customers to reduce their energy usage, they are also helping their customers to reduce the total cost of their energy. Customers need to take into account the upfront investment in energy-saving technology when working out whether Igloo Energy would be the most cost effective energy supplier for their particular circumstances however.

Customers who are generating their own renewable energy can use the fact that Igloo Energy is a voluntary Feed-In Tariff licensee to reduce their bills by selling any energy that they aren’t using to the National Grid.

What is Igloo Energy’s customer service like? Email, Phone and Live chat

The company can be contacted via email or social media, although there is no live chat facility at their website.

Igloo Energy has a UK-based call centre and phone calls are answered in an average of 1 minute and 33 seconds according to a study by Which?. This is a reasonable good call time and one of the best we have seen from the energy suppliers we have reviewed.

Citizens Advice found even better response times with an average call centre waiting time of only 21 seconds! They also found that 76.9% of emails were responded to within 2 days.

In terms of receiving final bills and credit refunds, 99.2% of customers receive a final bill within 6 weeks and 96.8% receive a credit refund within 14 day (source)

What do other Igloo Energy reviews say?

Igloo Energy gets 4.4 stars out of five stars on TrustPilot from over 1,750 reviews. The reviews are mostly good, with 88% of the reviewers rating the company as either great or excellent and only 9% rating the company as poor or bad.

RatingPercentage of reviews
Excellent75%
Great13%
Average4%
Poor2%
Bad7%
Data from TrustPilot. Correct as of 17/06/2021

Customer service and the price of the energy that they supply are the main areas that are praised. They are also very responsive at responding to negative reviews which is also a positive sign.

Citizens Advice puts Igloo Energy in 1st place out of a total of 35 energy suppliers making them the top energy provider, with a overall rating of 4.4 out of 5 stars.

They weren’t included in the latest Which? energy survey which is likely due to them being a relatively small supplier.

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What is Igloo Energy’s website/app like?

Their website contains all of the information that a customer would need, but navigation is inconsistent across the website so it’s not always immediately obvious how you find that information.

The Igloo Energy app has a much cleaner design and is a lot easier to navigate. It is compatible with Apple iOS devices and Android devices. It’s rated 4.4 stars out of 5 stars at the Apple iTunes Store, but only gets 3.1 stars out of 5 stars at the Google Play Store with users complaining about compatibility issues, frequent crashes and problems with registering or logging into the app.

How green is Igloo Energy’s energy?

The energy that Igloo Energy supplies is 100% renewable energy. The company also concentrates on helping its customers use technology such as Tado devices and its Smart EV app to reduce their energy consumption and therefore their impact on the environment.

The company is a voluntary Feed-in Tariff licensee which means that customers who are generating their own renewable energy can feed any surplus renewable energy that they generate back into the National Grid.

Their fuel mix is below:

Fuel source% of supply for IglooUK Average
Natural Gas0%39%
Nuclear0%17%
Renewables100%38%
Coal0%17%
Other Fuels0%2%
Latest fuel mix which covers period 01/04/2019 – 31/03/2020. Source: Igloo Energy

Igloo Energy complaints

Igloo Energy only receives 4.1 complaints per 10,000 customers according to Citizens Advice.

Most complaints are about the fact that the company bills in advance. This means that sometimes its customers are charged twice during the first month after they have switched because in addition to the Igloo bill there will also be a bill from the customer’s previous supplier.

Igloo Energy login

Their website lets you submit meter readings and view your bills and payment history online. You can also manage your personal details.

The company’s app gives you similar functionality. Meter readings can be submitted using your phone or tablet’s camera making it easy to complete that task. The app sends its users reminders when a meter reading is due.

The app uses Touch ID login if the device being used supports that feature. This means it is quick to sign in and customers don’t have to worry about remembering their username and password.

Below are a few quick questions you may need answers to along with our Igloo Energy review:

Do they work with pre-payment meters?

No, they do not currently accept pre-payment meters.

Do they accept Economy 7?

The company does not offer Economy 7 tariffs.

Are they signed up to the Warm Home Discount?

Igloo Energy is not signed up to the Warm Home Discount.

Are they signed up to the Energy Switch Guarantee?

Yes, they are signed up to the Energy Switch Guarantee. The latest statistics show that 99.7% of switches are completed within 21 days. Any problems with switching tend to arise where the new home is a new-build property and the address of that property doesn’t appear on Igloo Energy’s database.

What billing options are available?

They accept payment by direct debit only, but if your account is in credit they pay 3% on any credit balance up to the first £1,000 of credit. You can choose to increase your monthly payment by 25% during the winter months to reflect the fact that energy usage tends to be higher during those months.

Do they offer a ‘Dual Fuel’ discount?

The company does not offer a ‘Dual Fuel’ discount.

Do they offer a smart meter? Do they accept smart meters?

Smart meters will work but they might not send meter readings automatically. This depends on whether you have a SMETS1 or SMETS2 smart meter. They should still display the energy consumption in kWh, although they may be using the previous supplier’s tariff so the actual cost of the energy being used might be displayed incorrectly on the smart meter.

Igloo Energy is currently rolling out smart meters to its customers across England and Wales. Some energy suppliers have had issues with the network in the North, so there will be a delay in customers from the North of England and Scotland being offered one.

Do they charge exit fees?

Because they only offer a variable rate tariff there are no exit fees.

Will they offer to pay a customer’s exit fees when they join them?

No, they will not pay any exit fees charged by a customers previous energy supplier, this means those exit fees remain the responsibility of the customer.

Do they offer any incentives to customers to refer friends/family?

You can get rewards added as credits towards your energy bill if you refer your friends and they sign up. The people you refer get a reward as well. Currently you can get £50 per referral.

What happens if you move home whilst with them?

They need to be given two working days notice of a home move. Otherwise the contract will continue running and the customer will be responsible for any charges incurred until two working days after notice has been given.

Customers also need to give them a final meter reading and the company will use that to calculate the final bill.

Can you get cashback when joining Igloo Energy?

There is no cashback available for joining Igloo energy. There used to be £30 cashback available if you bought the Tado smart thermostat via Igloo but this no longer seems to be active.

Do they mention about the Priority Services Register?

They operate a Priority Services Register. You can find out more about how to register for it on their site here.

How to contact Igloo Energy

You can contact Igloo Energy customer service by calling: 0333 405 5555

You can email them through: team@igloo.energy

Address: The White Building, 1-4 Cumberland Place, Southampton, SO15 2NP

Opening hours:

Monday – Friday 9am – 5:30pm

Facebook

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Website

How do I switch to Igloo Energy?

The easiest way to switch to Igloo is through a comparison website. This will allow you to check if they are one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.

🏆 Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.

Read our review

7.7 Total Score
Igloo Energy Review

The company differs from many of its competitors in that it aims to use technology to help make its customers’ homes smarter and more energy efficient. It claims that using smart technology to manage how homes are heated and cooled can reduce energy consumption by up to 31%.

Price
8
Tariffs
7
Customer Service
9.2
Reviews
8.8
Billing
5
Extras
8
PROS
  • Innovative use of technology to help customers manage their energy usage
  • One of the cheapest energy suppliers in the UK
  • 3% Interest paid on the first £1,000 of any credit balance
CONS
  • Only one variable rate tariff
  • Payment is via direct debit only and pre-payment meters are not accepted
User Rating: 3.8 (5 %s votes)
Avatar for Rob

Rob runs Energy-Review.co.uk. The project initially began when he switched energy suppliers for the first time and found there wasn't a website that provided simple, data backed reviews on all the suppliers available. Since then, Rob has spent considerable time looking at all publicly available data about each supplier and writing reviews using this information. Reviews are updated as regularly as possible and any data is backed up by a source where necessary. If you find any issues, please use our contact form to let us know.

7 Comments
  1. Advise not to use them , I’ve used different energy companies over the years and they are worst .I payed my bill before. Changed to a new as couldn’t move till all bills cleared.9 months later I get another bill saying I still owed them money even after I switched 9 months earlier.Told them to take £5 a month and they took the whole payment without my permission.Terrible company

  2. Really poor customer service! We’ve had our smart meter for 18 months and it has sent a reading once! Advisors tell me it’s fixed every month and then fails again. Display unit broke after 12 months and still waiting for a replacement. Avoid at all costs – shocking 😡

  3. awful..they wanted money from my before they would give permission to a new provider to take over my gas and electricity…small firm…will never use them again

  4. Reply Avatar for Theodora Angelakopoulou
    Theodora Angelakopoulou September 9, 2020 at 6:49 am

    Stay away from this company! They are a bunch off amateurs. Try to organise a payment plan on my account and although agreed for 6 months at £86 a months within a span of 20 minutes they had adjust the repayments to £185.63 and 20 minutes later to £243.03. The balance was £750.
    They also keep blocking my switch to another supplier. On and all untrusting!

  5. great if you want to pay for your energy before you use it, what a rip off, no thanks got a bill before I had even opened the account,

  6. Easy to switch. Low priced green energy. Can earn 3% on your available balance and you can get £50 when you refer a friend!

  7. A brilliant energy supplier – one of the few in the UK that actually has policies which look to build customer loyalty. The “downside” of a variable rate tariff is not really valid as their prices are consistently competitive anyway and if not you can always switch supplier at no cost. Could not recommend more highly.

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