iSupplyEnergy stopped taking on new customers in March and its existing 190,000 existing customers are being transferred to EDF Energy.
If you are a customer, your gas and electricity supplies won’t be affected and you don’t need to do anything. iSupplyEnergy promises that your prices won’t go up. You should be transferred to EDF Energy automatically between April and June. Keep reading to find out more.
iSupplyEnergy is based in Bournemouth, Dorset. It offered three simple tariffs, including a prepayment option. You could only switch to iSupplyEnergy online.
Previously a British-owned supplier, iSupplyEnergy was bought by European gas and electricity giant Vattenfall in June 2017.
Initially, iSupplyEnergy only offered electricity tariffs. It began supplying gas as well from December 2015.
iSupplyEnergy provided 100% renewable electricity.
iSupply Energy customers: what you need to know about moving to EDF
You don’t need to do anything – EDF Energy will get in touch when you transfer to it. In the mean time you can contact iSupply as usual.
iSupplyEnergy says that the price you pay will not increase when you transfer to EDF. If you have a fixed tariff, the price will be the same or lower with EDF. If your tariff has exit fees, these will still apply until the end of the contract.
If you are on iSupply’s variable tariff, you will move onto EDF’s fixed default tariff and keep your current prices until 30 September 2020.
If you pay by direct debit, that will be transferred to EDF automatically. If you have an iSupply key or card, EDF will send you a new one when you have transferred to it.
If you have a smart meter, EDF Energy will tell you whether it will work once your account with it is set up.
iSupplyEnergy’s customers rated it slightly better overall than EDF’s customers, according to the results of our latest . In particular, iSupply’s customers considered it good value for money, while EDF received a poor rating.
iSupplyEnergy recommends that you wait until you have transferred to EDF before switching supplier. It says that ‘this will help prevent any confusion or delay in your transfer’. Plus remember to before you switch.
iSupplyEnergy customer score
iSupplyEnergy comes in 23rd place out of 35 energy companies rated by 8,355 members of the public in the annual Which? energy supplier satisfaction survey – the biggest of its kind.
iSupplyEnergy's customer score of 64% is just one percentage point above the average across all 35 companies in our survey (63%). Our top scorer was Octopus Energy, at 83%. Together Energy was last with a customer score of 48%.
iSupplyEnergy score breakdown
The table below shows the breakdown of iSupplyEnergy's score from our latest survey. Keep reading to find out more about what its customers think of it, and to compare iSupplyEnergy's fuel mix with the UK average.
Which? verdict on iSupplyEnergy
iSupplyEnergy has competitive rates and customers seemed largely happy with its value for money, receiving a respectable rating of four stars out of five.
Customer service also received a credible four stars, and a number of customers took the time out to comment on this area. One said: 'I've always received a prompt and helpful response,' while another commented 'they are simple, clear and reliable'.
But it was its billing accuracy that impressed the most: 89% of its customers said it was good or excellent, compared with 83% on average across all companies included.
However, the clarity of bills didn't fare so well, and was rated just three out of five stars.
Its digital tools also seem to be a cause for frustration based on customers' comments. However, due to the lack of responses, we are unable to give it a rating. This is the same for complaints handling too.
It is an online-based company. iSupplyEnergy doesn't offer any live-chat facilities.
These comments also reflect iSupplyEnergy's published complaints data. Although it received a relatively low number of complaints overall in the first six months of last year, it wasn't the fastest to resolve them. It solved half or less of the complaints it received within two working days.
The best energy firms resolve more than 80% of their complaints in the same time period.
In order for a company to be nearer the top of our table, its customers need to extremely satisfied with the service they're getting.
Pros: It offers competitive electricity and gas tariffs
Cons: Comments indicate that it needs to address its digital tools