Our Policies | Igloo Energy

The latest information on our policies and standards of service are covered below.

Treating Customers Fairly

Our promise to treat you fairly

We believe in offering a consistent, open and transparent service for all. We’ll always be striving to provide the best service we can because our customers are more than just an account number to us.

We want to do everything we can to make energy simple and help you reduce how much you use.

If you ever feel like you haven’t been treated fairly or think that we’ve fallen short of our aims, please let us know and we’ll do everything we can to solve it. You can tell us by email at: team@igloo.energy

When it comes to treating customers fairly we support Ofgem in publishing their latest set of guidelines on this, you can read more on these here – Ofgem Standards of Conduct


Having difficulty paying?

Customers Having Difficulty Paying

If you’re having difficulty paying

If you’re finding it difficult to pay your energy bills, please let us know straight away. We want to work with you so we’ll do our best to help you. Its best to call us on 0333 405 5555 as soon as you know you might struggle to pay your bill or miss a Direct Debit.

Our help can include a number of different measures which we can discuss with you, it might be we:

  • agree a deferred payment plan
  • offer to change how you make payments to us
  • install a pre-payment meter so that you’re paying for what you use as you use it.
  • give you energy efficiency advice to help you to save more energy

Fuel Direct Scheme

If you’re having difficulties managing your money the “Fuel Direct” scheme means that you can have your energy bills paid directly out of your benefits. You can find more information on this scheme here


If you’re having financial difficulties, these sites might also be able help you:

Support for vulnerable customers

Supporting Vulnerable Customers

Vulnerable customers

If you’re elderly, disabled, chronically sick, or need a little more help with your energy then we’re here for you. We will ensure that any additional services are utilised to make things that little bit easier for you.

Priority Services Register

There is a Priority Services Register which is available to any household members who for example are:

  • Of pensionable age
  • Disabled
  • Chronically sick
  • Children under 5 years of age

If you qualify for the Priority Services Register you’ll be informed by you network operator in advance about any planned supply interruptions to tell you what to do. You’ll also get priority reconnection of your supply in an emergency.

If you’d like to join the register for any of these reasons then please let us know.

Help reading your meter(s)

We can arrange for regular meter readings to be taken by a trained engineer.

A free Gas Safety Check

You may be eligible for a free annual gas check (for your gas appliances) if you’re registered on the Priority Services Register, you’re a homeowner and you’re claiming a means tested benefit.

Help with your bill

If you have difficulty reading your bill we can provide alternative statement formats to you.

Nominating someone to act on your behalf

Whether it’s authorising a friend, a relative, or a carer to act on your behalf we can assist you.

Energy efficiency

Save your energy!

Helping save wasted energy is at the heart of what we set up Igloo to do. It can be challenging to understand what might make the biggest impact on your bills but we’ve set out below some initial ideas you might want to consider.

There is also a lot of helpful independent information available on the Energy Savings Trust website that you might want to consider.

If you’ve got some money to invest in your home, the biggest savings you can make are around how your home is heated. This starts with insulation so that you can ensure that any heat you generate to warm your home doesn’t escape through the walls, windows or ceilings. There can sometimes be grants available to help with the cost of these measures and the Energy Savings Trust can be a good place to start for more details on those.


We’ll shortly be posting a blog on things that can help you save energy for free and we’ll post a link here. Small changes in the way you use energy can make a big impact on your bills.

If your home uses electricity to heat, you might want to consider installing newer style more efficient storage heaters or ensuring they’ve got timers & thermostats to ensure that it only heats your home when you need it.

Other opportunities to save energy might include replacing any old lightbulbs with LED ones, these can use up to 97% less than an old style incandescent lightbulb.

Older appliances can also use much more energy than newer ones so you might want to consider replacing these as they break down.


The number one rule on heating your home is to ensure its only heated when you need it. Ensuring that you’ve got a thermostat and timer controlling your boiler, or even a smart connected thermostat like the Tado smart thermostat, can really help to ensure you’re not heating an empty home.

Over the coming months we’ll be providing some more specific advice around the meaningful things you can do to your home to help make a real difference to your energy use and your pocket.

What we do if we need to access your home


Engineers visiting your home

If we need to read your meter for you, check for a fault you’ve informed us of, or replace your old meter we may need to send an engineer to visit you at home. Our engineers will always introduce themselves to you and explain the reason for their visit.

Your safety is important to us

Our engineers will always have an ID badge with them with a photo of who they are, their name and who they are working for on our behalf.

We advise that before inviting anybody into your home that you always check:

  • their ID badge for a name and ID number
  • that you ask them what company they are from
  • or that you ask them for proof of their identity.

If you’re not confident that the person visiting you is a genuine engineer acting on our behalf please don’t hesitate to call us on 0333 405 5555 and we will be able confirm for you.

Password security

We can offer you password security giving you peace of mind that any visiting engineers or meter readers have been authorised by us. All you need to do if provide us with a memorable word to add to your account and any visitors who then visit you will quote this to you at your front door.

Guaranteed Standards of Performance

Guaranteed Standards of Performance

We promise to always do our best to ensure your experience with Igloo is the best possible.

In addition to this commitment, Ofgem also set out specific standards that we are required to comply to.


Our engineers may sometimes need to visit your site, perhaps because you’ve asked us to send someone or because we need to do something as your energy supplier. Whatever the reason for the appointment we promise:

  1. to offer you a range of appointment dates wherever possible at a time that suits you.
  2. to give you an appointment time and date thats convenient for you, to the best of our ability.
  3. to not rearrange an appointment if it is less than one day away without your express permission.
  4. to keep a scheduled appointment unless you have cancelled it or have agreed to a new date.
  5. to ensure that the engineer has the necessary skill, experience and tools to do the work that is scheduled to be completed.

If we’re late, or miss the arranged appointment, or if we otherwise fail to meet any of these standards, we’ll pay you compensation of £30.00 within ten working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further ten working days. We’ll make those payments to you unless there is a genuine dispute between us as to whether you should receive them, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. Payments will typically be made as a credit to your energy account.

Meter problems (Non-prepayment)

Gas and Electricity meters are required to operate correctly, and to Industry prescribed levels of tolerance. If you believe that your gas or electricity meter is not operating correctly, or that it is not recording your consumption correctly, you should notify us. You should not, under any circumstances, attempt to rectify the problem yourself. Once you have notified us of the problem (and the meter is not a prepayment meter) we will do each of the following within 5 working days of receiving your notification:

  1. We will complete an initial assessment of the meter to determine if it is operating correctly, and to the prescribed tolerances.
  2. We will take action to determine the cause of the problem, or otherwise ensure that you receive a supply through a meter which is operating correctly and to within the the prescribed levels of tolerance.
  3. We will offer to confirm details of the above in writing to you, including the actions we propose to take to ensure you receive a supply through a correctly operating meter, along with the timescales for doing so.

Please note that if we receive your notification outside normal working hours, the 5 working day timescale will run from the start of the next day.

If we fail to meet any of these standards, we’ll pay you compensation of £30.00 within 10 working days. If we fail to do that, we’ll make an additional payment of £30.00 within a further 10 working days. We’ll make those payments to you unless there is a genuine dispute between us as to whether you should receive them, and in accordance with the provisions of the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. Payments will typically be made as a credit to your energy account.

Complaints Policy

Complaints Policy

This was last updated on 11th April 2017 – Version 1.0

Step 1: If we didn’t get it right

We’re sorry. We want our customers to get the very best from us, so we’re always working hard to make sure that we get things right the first time. If this isn’t the case please let us know as soon as you can and we’ll do everything we can to put things right as quickly as possible for you.*

Step 2: Get in touch

So that we can try to resolve any query that you might have, please get in touch with our Customer Services Team.

You can:

  • Speak to one of our Customer Service Team on 0333 405 5555 who will be there to help 9:00-17:30 Monday-Friday.
  • Contact us via our website www.igloo.energy by filling out a “web form” on our “contact” page.
  • Or if you prefer to write to us, our postal address is The White Building, 1-4 Cumberland Place, Southampton, SO15 2NP. (Please include your name and contact details in your letter as we may need to talk to you about your complaint).*

Step 3: What happens next

Upon contacting our Customer Service team, we will investigate the matter thoroughly and respond to you letting you know of possible solutions. Some remedies that may be available to you could include:

  • An apology;
  • An explanation;
  • The taking of appropriate remedies or action by us;
  • The award of compensation in appropriate circumstances.

Step 4: Our Promise to you

We will always aim to our very best in trying to resolve the matter within 24 hours for you. If we’re unable to do this then we’ll let you know there, and then, we’ll keep in touch with you every step of the way. We will provide you with regular updates via your chosen method of communication, explaining exactly what it is we’re doing to put things right for you.

Step 5: If you’re still unhappy

We hope we’ll be able to put things right for you and that you’ll be happy with the outcome. If you’re not then please let us know as soon as possible.

You can choose to escalate the matter to one of our Customer Service Managers, who would be happy to look again at the matter with an aim to resolve it. If a Customer Service Manager is not immediately available they will contact you within 24 hours via your chosen method of contact.

We hope that you won’t be, but if you are still unhappy after speaking with one of our Customer Service Managers you can request a final response from us and request that we send you a “deadlock letter”.

The “deadlock letter” will explain that we have been unable to resolve the matter to your satisfaction and will recap on exactly what’s happened and the action we’ve taken. The “deadlock letter” will also give you contact details for independent organisations who can offer you free advice.

If you remain unhappy with the information we have provided to you in the “deadlock letter”, or if it has been 8 weeks or more since you first complained to us, then you may wish to contact the Energy Ombudsman.

Step 6: Independent advice

The Energy Ombudsman is an independent organisation that provides advice that is completely free and impartial.

To contact the Energy Ombudsman, you can:

We are obliged to follow any recommendations made by the Energy Ombudsman, so if they decide that we should do more to help you, we will.

If you need independent advice at any time, you can also contact the Citizens Advice whose service is free, independent, and confidential. You can contact them by phone on 0345 404 0506 or via their website www.citizensadvice.org.uk.

Privacy Policy

You can find our latest Privacy Policy here – Privacy Policy

Terms & Conditions

You can find our latest terms and conditions here –
Terms and Conditions

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