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iSupply Energy Review Summary
- 100% renewable electricity and carbon neutral gas
- Competitive pricing
- Owned by Vattenfall, a European energy company with over 100 years experience
- Some online reviews criticise customer service
- Poor digital tools
- Limited options to contact the company
Who are iSupply Energy?
Bournemouth-based iSupply started trading in 2012 and initially only supplied electricity. In 2015 they started to supply gas as well.
In 2017 iSupply were bought by Vattenfall, a Swedish energy company with 9 million electricity and gas customers across Europe. Vattenfall has over 100 years experience in the energy supply market and has invested more than £3.5 billion into renewable energy generation in the UK.
iSupply offer a range of fixed rate tariffs with different contract lengths. They all have a £30 exit fee per fuel.
There is also a variable rate tariff. The variable rate tariff does not have an exit fee.
iSupply do not offer a tariff designed for electric vehicle users. However, they do offer a variable rate tariff for people using pre-payment meters.
iSupply is an Ofgem licensed voluntary ‘feed-in’ tariff supplier.
iSupply’s pricing is competitive. In the latest Which? survey, iSupply’s customers rated the company four out of five stars for value for money.
The reviews of iSupply online suggest that when they do well, they do really well. However, many of iSupply’s customers are extremely critical of the company’s customer service which suggests that the company does not get it right all of the time.
To illustrate this, iSupply scores an impressive 4.2 out of five stars on TrustPilot. However, 20% of the reviewers have rated the company as either poor or bad, saying that iSupply’s customer service is appalling.
But despite the complaints on TrustPilot, in the latest Which? energy supplier survey iSupply scores four out of five star rating for its customer service, although Which? only ranks iSupply 23rd out of 35 energy suppliers.
Citizen’s Advice ranks iSupply 24th out of 40 energy suppliers, scoring them 3.1 out of five stars.
iSupply’s parent company, Vattenfall, is a major player in the renewable energy sector, having invested more than £3.5 billion into renewable generation in the UK. Vattenfall’s goal is to make fossil-free living possible within one generation.
The electricity that iSupply supplies comes from 100% renewable sources. The gas that iSupply supplies is carbon neutral. iSupply offsets the carbon production by investing in carbon reduction projects around the world.
According to Citizen’s Advice, it takes iSupply an average of just one minute and 31 seconds to answer the phone. Billing accuracy is also good with Which? reporting that 89% of iSupply’s customers say that the billing is good or excellent.
It’s not quite so clear cut, though, as 20% of TrustPilot reviewers rate iSupply as either poor or bad and the main criticism is poor customer service. There are 23.8 complaints per 10,000 customers which is above average.
iSupply says that it prefers customers who cannot find the information that they need on its website to message them rather than phoning, but the company does not provide a live chat feature on their website and they do not provide an email address. Customers have to message iSupply via the online portal on iSupply’s website.
For a company that positions itself as an online energy supplier, iSupply’s online presence is surprisingly poor. In fact, although Which? didn’t have enough data to rate iSupply’s digital tools in its latest energy company survey it did comment that many customers were frustrated and found that the iSupply website wasn’t user friendly.
Although iSupply ask their customers to contact them online rather than by phone, there is no live chat feature on their website and no email address is provided. Instead, customers are directed to contact iSupply via the messaging feature in the online portal.
Some sections of the website are very badly worded and the search function appears to find random results. It actually lists a ”404” (page not found) as one of the results in some searches.
You can submit meter readings and make payments via the online portal, but other energy suppliers provide more online functionality. There is no iSupply app and iSupply do not have a presence on Twitter.
iSupply prefer payment to be made by direct debit monthly in advance. However, customers can also pay by credit or debit card, by standing order or bank transfer, by posting a cheque or by paying cash in at their bank with a paying-in slip.
The amount of the monthly direct debit can be changed by providing a meter reading to show what your actual energy consumption is.
In addition to the credit accounts on either variable or fixed rate tariffs, iSupply also offer a variable rate pre-payment tariff.
If you currently have a smart meter you can switch your energy supply to iSupply. However, your smart meter will lose its smart functionality and you will need to submit your meter readings manually.
iSupply do not offer smart meters at the moment and there is no indication in terms of when they are planning to roll them out.
Do iSupply Energy offer a recommend a friend referral scheme?
iSupply operate a friend referral scheme that rewards the new customer and the existing customer with £15 each per fuel. This reward comes in the form of credits applies to each customer’s iSupply account.
There is no limit to the number of people that can be referred.
Do they work with pre-payment meters?
iSupply offer a variable rate tariff to people who use a pre-payment meter.
Do they accept Economy 7?
iSupply do not offer an Economy 7 tariff.
Are they signed up to the Warm Home Discount?
iSupply are not signed up to the Warm Home Discount although as their prices are competitive it may be that for some consumers they are cheaper than energy suppliers that offer the discount.
Are they signed up to the Energy Switch Guarantee?
iSupply are not signed up to the Energy Switch Guarantee, but according to the latest Citizen’s Advice survey, 99.5% of switches to iSupply are completed within 21 days.
Do they mention about the Priority Services Register?
iSupply operate a Priority Services Register for vulnerable customers. Such customers can apply to be added to the register online or by phone.
Do they offer a ‘Dual Fuel’ discount?
iSupply do not offer a ‘Dual Fuel’ discount. Customers are charged the same whether they use iSupply for a single fuel or for both gas and electricity.
Will they offer to pay a customer’s exit fees when they join them?
If a customer’s existing energy supplier charges an exit fee because they have switched to iSupply before the end of their contract with their previous energy supplier, that exit fee remains the responsibility of the customer. iSupply will not pay the exit on the customer’s behalf.
What happens if you move home whilst with them?
If you are moving home you need to let iSupply know your moving date and your new address. You will also need to supply a final meter reading. You can do this either by phone or via the iSupply online portal. If you are renting you will also need to supply your landlord’s contact details.
iSupply customers who are on a fixed rate tariff may be charged an exit fee if they have not reached the end of their fixed rate period and do not use iSupply to supply energy to their new property.
If you are moving in to a property that is already supplied by iSupply, you will have automatically been placed on iSupply’s standard variable rate tariff and will need to speak to iSupply to have that switched to a tariff that is more appropriate to your needs and energy consumption.
It is important that you switch away from that standard variable rate tariff as soon as possible because it is considerably more expensive than iSupply’s other tariffs.
Do they offer any incentives for joining?
iSupply do not offer any specific incentives to encourage customers to switch their energy supply to them.
How to contact iSupply Energy
Address: Richmond House, Richmond Hill, Bournemouth, Dorset, BH2 6EZ
You can contact iSupply Energy customer service by calling: 0330 202 0298
Monday – Friday 9am – 5:00pm. Closed on weekends and all Bank holidays.
Switch to iSupply Energy
The easiest way to switch to iSupply Energy is through Energy Helpline’s comparison website here. This will allow you to check if iSupply Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.