Here to support you
We want you to know that as your energy supplier we are here to support you through these times. We appreciate that for many the next few months may be hard and that normal daily life will be changed.
We have pulled together a list of Covid-19 FAQs based on questions we have received in the last few weeks. We will keep these updated as often as we can to reflect the latest advice we can give.
Get in touch
If you are financially affected by Covid-19 to the extent that you cannot pay all or part of your bill, please do let us know. We’ll shortly be rolling out new online features to support this and will let you know when they are available. Until then, if you need our support immediately the best way to do this is by getting in touch with our Customer Service team who can be contacted here. Naturally we must focus our efforts on supporting those most affected and vulnerable, whilst keeping as much running as normal as possible.
Paying your bill
Please be aware, that if you do opt to reduce your direct debit payments the energy you use will still accrue on your account balance and, you will still need to pay this in the future when it is more manageable. Just to be clear, we do not charge interest on any debt.
Any customers who can afford to pay should continue doing so.
We continue to pay 3% interest p.a. on all positive balances and encourage users to keep a positive balance to avoid building up any debt.
We encourage customers who are worried about increasing energy bills due to extra time spent at home to review our tips and advice for how to stay in control of your energy consumption, click here to view.
We are still working with the Government to understand what financial support will be available for customers in financial distress as a result of Covid-19. At present, their priority is to provide employment support to keep as many people in work as far as possible so that individuals can still make payments on their bills from their income as normal.
We also understand they are working on a solution for the self-employed, but it has not quite been finalised yet. However, if you are struggling to make ends meet while this uncertainty remains then please get in touch, we can help.
Lowering our prices
We are actively working on reducing our energy prices and will be sharing further updates on that in the coming days. Wholesale prices have continued to fall as the global impact of the virus has reduced oil prices and energy costs, and we’ll be looking to pass savings on to our customers as quickly as possible.
Working hard for you
Our team have all been working remotely since 18th March and we are incredibly proud of everyone’s effort making this happen whilst keeping the service we provide at the same level. Our average call wait time has been just 26 seconds since we started working remotely, an amazing achievement. In related news, we recently achieved 2nd Place out of 41 energy suppliers for Customer Service from Citizens Advice, you can read more about this here.
We are focusing on making sure all Igloo employees have everything they need, from personal care through to equipment for doing their job. As key workers, we know that our duty is to ensure your energy is one less thing to worry about.
Please know that we are doing everything we can to support you and we hope you all stay safe.
All the best,
Matt Clemow, CEO & Founder