Energylinx News

February 21, 2018

Ofgem opens investigation into Iresa

Ofgem has launched an investigation into UK gas and electricity supplier Iresa over its treatment of customers.

The energy regulator will look into the Nottingham-based firm's customer service processes to determine whether the firm treated customers fairly in their call-handling and complaints process.

It will also examine whether Iresa gave adequate notice to customers facing financial difficulty that debt repayments were being taken out of their bank accounts.

Customers have complained about their struggles to get in touch with the company on different social networks.
Citizens Advice raised concerns with Ofgem over the high level of complaints against Iresa and the consumer association, Which?, reported concerns they had about Iresa at the end of January. At the time Which? said that they had received a high volume of reports from Iresa customers who were facing a surprise direct debit increase or a one-off payment of hundreds of pounds.

Iresa stopped taking new customers temporarily in early 2016, after Ofgem found that customers were having trouble getting in touch with the energy provider.

Energylinx would like to invite all unhappy Iresa customers to use our platform to see what other options are available to you. You can compare energy suppliers online or by calling one of our lovely energy advisors on 01259 220000.

Posted on February 21, 2018 at 02:19 PM

February 15, 2018

Citizens Advice calls for tighter checks on new energy suppliers

Citizens Advice is calling for more stringent checks on small energy suppliers after the collapse of Future Energy last month.

Citizens Advice said that some energy suppliers are not able to meet the "minimum standards set out in the supply licence" and has asked regulator, Ofgem, to change the licensing process.

It is their experience working with newer suppliers, that some companies do not have the systems in place to meet the minimum standards set out in the supply licence. Citizens Advice said over the past year Ofgem has tightened up its monitoring of new suppliers, but they haven't made any changes to the licensing process itself and it's time they addressed this.

Citizens Advice argue that Ofgem should ensure new entrants into the market should have four key things in place before being able to start offering energy to the public:

1. Considerable financial investment in staff and systems
2. A realistic business plan
3. Experienced staff
4. Clear evidence that the company understands energy is an essential service

Citizens Advice said that Future Energy ceasing trading was disappointing, but not surprising. A report in The Times claims that early estimates show Future Energy customers could be owed up to £250 each. The company is thought to have had "credit balances" of about £2.5 million from existing customers and £500,000 from past customers.

Future Energy's 10,000 customer base has been taken on by Green Star Energy. Ofgem said all customers will have their balances protected as part of the safety net process.

A spokesperson for the regulator said:

"Now Green Star Energy has been appointed they will work with the administrators of Future Energy Supply to work out the exact amount of credit balances, using more information from their billing and other systems."

Posted on February 15, 2018 at 11:37 AM

February 13, 2018

Energy bill price cap 'must be introduced urgently'

A report from MPs says that the government's planned cap on energy bills should be introduced before next winter, to stop loyal customers from being overcharged.

Competition in the energy industry is not working for 12 million customers stuck on poor-value tariffs, said MPs on the Business, Energy and Industrial Strategy (BEIS) committee.

Rachel Reeves, Chair of the Business, Energy, and Industrial Strategy Committee said:

"The energy market is broken ... an energy price cap is now necessary and the government must act urgently to ensure it is in place to protect customers next winter."

The Committee said the cap should be an absolute price limit rather than a relative cap which would limit the difference between the highest and lowest prices charged by each energy supplier.

The committee was also critical of the big six energy companies for overcharging customers, who can pay as much as £300 a year more than those on cheaper tariffs, and Ofgem for being slow to act.

Rachel Reeves, Chair of the Business, Energy and Industrial Strategy Committee continued:

"The Big Six energy companies might whine and wail about the introduction of a price cap but they've been overcharging their customers on default and standard variable tariffs for years and their recent feeble efforts to move consumers off these tariffs has only served to highlight the need for this intervention."

The committee found that energy suppliers too often target new customers with cheap deals to encourage them to switch, while making big profits from "sticky" customers on expensive variable tariffs who switch rarely or never.

Energylinx would urge any customers on a standard variable tariff to compare the market and see what energy suppliers could save you money. Energylinx offers an energy comparison and switching service. It's free, easy to use and completely impartial. You can do it online or by calling one of our friendly and knowledgeable energy advisors on 01259 220000.

Posted on February 13, 2018 at 12:15 PM

February 12, 2018

Energy UK launches Commission for Vulnerable Customers

The industry body, Energy UK, is launching a new Commission for Customers in Vulnerable Circumstances to explore how standards of care and support could be improved. The Commission will be involve representatives from across the business, charity and consumer advice communities and be independently chaired.

In the coming weeks, the Commission will publish a call for evidence and will hold hearings around the UK to hear from the broadest possible spectrum of stakeholders - from consumer groups, those representing the elderly and people with disabilities, experts on financial vulnerability and mental health charities among others.

The Commission will consider the different aspects of vulnerability and how they can impact a customer's ability to engage with the energy market as well as consider how the actions of suppliers, government departments, Ofgem and other stakeholders impact on the overall level of care and support for customers in vulnerable circumstances.

Energy UK will be separately developing a new Vulnerability Charter to build on existing voluntary commitments and go further to support customers most in need.

Chair of the Commission for Customers in Vulnerable Circumstances, Lord Whitty, said:

"Vulnerability of all kinds present a range of challenges for the energy industry and I'm pleased to have the opportunity to take on the role of Chair of the new Commission to explore how energy suppliers, and wider sectors both public and private, can best serve, support and protect customers in vulnerable circumstances. I look forward to working with all concerned to progress this vital work, and to build on the hard work and progress made so far by the energy sector."

Lawrence Slade, chief executive of Energy UK, said:

"Identifying customers in vulnerable circumstances and providing the appropriate support customers need, and want, is a challenge that is not unique to energy companies - across our society we need to take huge leaps forward in recognising and responding to the impact of vulnerable circumstances. These can be difficult to identify, are often complex, and can be temporary or permanent."

"The launch of the Commission is an important further step forward for the energy industry that believes strongly in improving customer service and support for all consumers, particularly those most in need."

Posted on February 12, 2018 at 03:36 PM

February 7, 2018

Ofgem Raises the Energy Price Cap

Energy regulator, Ofgem, has said that five million of the UK's most vulnerable households are facing an average rise of £57 on their annual energy bills.

The increase will bring the price of the average dual fuel bill of those who have their bills capped to £1,089. This is up from £1,031.

The cost of producing energy is expected to rise in the spring and Ofgem said savings under the current price cap will be reduced from April.

Around four million people with pre-payment meters already have their bills capped and Ofgem extended the safeguard tariff to an extra one million households who currently receive the warm home discount earlier this week.

The extra million households will start by saving £115 a year, but from April the savings will be reduced to an average of £66 a year.

Those eligible for the latest cap include those with low incomes and some people over the age of 65.

Dermot Nolan, Ofgem's chief executive, said

"Protecting vulnerable customers is a priority for Ofgem. Even when energy costs rise, people on the worst deals are better off under the safeguard tariff as they can be sure that they are not overpaying for their energy, and any rise is justified."

The industry body, Energy UK, has responded to the Ofgem announcement Lawrence Slade, chief executive of Energy UK, said:

"That the cap will rise from April does show how energy costs, which are out of any suppliers direct control, are increasing and underlines why it is critical any broader cap must be cost-reflective and protect competition which is delivering benefits for consumers."

It is possible that households on the safeguard tariff could save more money by switching to a cheaper energy deal. Energylinx can compare all the energy suppliers on the market to find customers the best deal. You can do this online or by calling one of our advisors on 01259 220000.

Posted on February 7, 2018 at 12:24 PM

January 31, 2018

Green Star Energy take over Future Energy's customers

A new energy supplier has been found for customers of Future Energy.

Energy regulator, Ofgem, appointed Green Star Energy to take on roughly 10,000 domestic customers after Future Energy ceased trading on the 25th of January 2018.

Green Star Energy will offer Future Energy's customers their energy at the same cost that they were previously paying.

Green Star Energy will also honour all outstanding credit balances including money owed to both current and former customers.

All Future Energy customers will be contacted by Green Star Energy by 6th February.

Neil Barnes from Ofgem said:

"Our advice for customers of Future Energy is to wait until Green Star Energy contacts you.

"They will give you more information about the tariff you are on, and about your credit balance.

"Then you can shop around for a better deal if you wish to."

If you were a Future Energy customer you can use Energylinx to find a new deal. You can arrange a switch on our website or by calling one of our lovely (and knowledgeable) advisors on 01259 220000.

Posted on January 31, 2018 at 01:40 PM

January 30, 2018

Energy suppliers accused of forcing smart meters on customers

Citizens Advice has reported complaints from customers who feel harassed from energy suppliers wanting them to install a smart meter. Citizens Advice, which runs the Chartered Trading Standards Institute (CTSI) has claimed customers have received a large volume of texts, emails, letter and phone calls from energy suppliers asking them to put a smart meter in their home.

Issues seen by the CTSI include households being given 'deemed appointments' - where suppliers say they're coming to install smart meters without giving consumers a chance to opt out. Other complaints include communications about smart meters failing to mention that customers are under no obligation to have smart meters installed as they're not compulsory.

As a result of the increased amount of complaints, the CTSI has written to Energy UK asking them to remind energy suppliers to make clear in customers communications that smart meter installation is not obligatory.

Victoria MacGregor, director of energy at Citizens Advice:

"We are concerned that some companies are using aggressive sales practices to install smart meters. People have come to Citizens Advice for help because their energy supplier has said they'll force entry to install a smart meter, or told them that they are required to have one.

"Smart meters are not compulsory and customers shouldn't feel pressured to have one installed if they don't want one.

"We appreciate that suppliers are under pressure to install more smart meters but they have a responsibility to act reasonably towards their consumers and not to use misleading or aggressive sales practices."

Smart meters can be a helpful tool for our customers to keep on top of energy bills and show how much energy they're using. It gives a clear indication of how much it's costing in pounds & pence.

The government currently has a goal of offering 53 million smart meters to every UK household, and certain businesses, by 2020. It is thought that 8 million smart meters have been installed since the government started the roll-out in 2016.

Posted on January 30, 2018 at 04:04 PM

January 25, 2018

Future Energy Cease Trading

Important News for Future Energy Customers:

As of 25/01/2018 Future Energy has ceased to trade. Energy regulator, Ofgem, is appointing a new energy supplier for its customers. Customers of Future Energy are urged not to worry, their energy supply is secure and credit balances are protected.

Ofgem's advice is not to switch energy supplier yet, but to sit tight and wait until the new supplier has been appointed by Ofgem. This will help make sure that the process of handing customers over to a new supplier and honouring credit balances, is as hassle-free for customers as possible. Then customers will be free to move to whoever they choose.

Future Energy customers can find support and advice from Ofgem. Or alternatively, if they need additional support they can call Citizens Advice on 03454 04 05 06.

Posted on January 25, 2018 at 04:50 PM

January 22, 2018

Not switched energy suppliers in the last 6 years? You've overpaid by £1500

Failing to switch energy suppliers may have cost millions of UK households more than £1,500 each over the past six years. Ofgem figures show that more than a third (35%) of UK households - or nine million - did not change gas or electricity provider between 2012 and 2017.

UK Households save on average £300 a year by switching energy supplier - equivalent to more than a month's worth of food shopping. Despite the possibility of a considerable saving, one third of people (33%) say they do not see the point of switching because they believe all suppliers are the same, a YouGov poll for the Big Energy Saving Week campaign found.

The YouGov survey also found that 65% of people would read reviews when planning to spend £1,000 on a purchase, but just 16% read any reviews about their new energy supplier or tariff when they last switched.

The research is part of the Big Energy Saving Week, led by campaigners to help customers to cut energy bills and raise awareness of the financial support UK households are entitled to.

Led by the Energy Saving Trust, Citizens Advice and the Department for Business, Energy and Industrial Strategy (BEIS) aims to help households lower their spending on energy.

Citizens Advice is hosting local events across the country to help people compare energy prices and will be promoting its own impartial online comparison tool that compare the whole market to find the cheapest deal.

Citizens Advice chief executive Gillian Guy said: "Checking your energy tariff and switching to a cheaper deal is one of the quickest and easiest ways to cut your bills.

"We know people who stay with the same energy supplier often pay hundreds of pounds more a year for the same gas and electricity. It is too often the most vulnerable and those with the lowest incomes who pay the highest prices for their energy."

Philip Sellwood, the Energy Saving Trust's chief executive, said:

"The difference between the average standard variable tariff and the cheapest deal on the market is significant, but millions of households still aren't accessing these savings.

"To put that into context, switching this year could save you up to £300 - equivalent to more than a month's worth of food shopping.

"In other words, if you haven't switched for six years, you've missed out on more than six months of food shopping."

Energylinx offers a free and impartial energy comparison and switching service. You can decide whether to compare the whole market or just suppliers that we can switch you to. It's easy to arrange a transfer online but if you would rather speak to one of our advisors, you can do this by calling 01259 220000.

Posted on January 22, 2018 at 12:13 PM

January 16, 2018

Power Cut Advice

Torch power cutA Met Office yellow warning of snow and ice has been in place since Monday evening, after an icy front arrived from the Atlantic. In some areas the weather warning has been upgraded to Amber meaning an increased likelihood of the weather affecting people who live in those areas.

Weather phenomenon, Thundersnow, has also been forecast, with a warning that power supplies and mobile phone coverage may be affected.

So, what do you do if you experience a power cut? Here is our handy guide:

Power Cut Kit

A torch - it's much safer than using the candles.
A battery-powered or wind-up radio (useful for keeping with relevant local news).
Keep a blanket and warm clothing handy, and fill a vacuum flask or hot water bottle.
Keep your cupboard stocked with food and drink that doesn't require electricity to prepare it.
If you think there is a chance of a power cut then keep your mobile phone and laptop fully charged.

What to do During a Power Cut

Wrap up warm.
Switch off all electrical appliances that shouldn't be left unattended, ready for when the power comes back on.
Leave a light on so you know when the power outage has been resolved.
If it is safe to do so, check to see if your neighbors are okay.
Check your network operator's website or social media channels for updates. If you don't know your network operator, you will find it by clicking here.
Call 105 to report the power cut or get an update.

105 is the nationwide number that will put you through to your local electricity network operator - the company that manages the cables, wires and sub-station that bring electricity into your home.

You can also call 105 if you spot damage to electricity power lines and sub-stations that could put you or someone else in danger. If there's a serious immediate risk call the emergency services too.

105 is a free service for people in England, Scotland and Wales and you can call the number from most landlines and mobile phones. It doesn't matter who your energy supplier is - anyone can call 105.

Posted on January 16, 2018 at 12:29 PM