ista UK Avis 41

Somehow ended up with my details and sending me a bill. I'm not the party responsible for the bills at this address. No response from the billing team after over 2 weeks. Let me wait on hold for 10 minutes just to get an answering machine.

I have an email chain 36 messages long going back to June last year trying to get a broken water meter sorted out. A different person picks up the email chain and responds about every month. They don’t bother reading the email chain and just suggest a solution that has previously been unhelpful. At this point, I’ve asked them how I raise a complaint and I’ve been waiting for a month with no response. This is one of the worst examples of a corporate taking on too much billings management business for the poorly trained skeleton support staff they have and providing a service which is to the disadvantage of the freeholder (who is paying for water and not getting reimbursed) and the leaseholder who is giving free water to their tenant (and may one day have to pay the bill and not be able to recover the mine from the tenant because they’re long gone).

Water filled radiators and are charging higher than my electricity bill the company is a joke ...if you phone them with a complaint they pass the buck to the local council offices saying there only meter readers...I pay my bill on the 10th of every month right now my account is sitting at 111.79 iv still 2 weeks to go ...I'd advise anyone not to go with this company they don't know what there doing

Unfortunately, my experience with MyISTA has been very disappointing. Charges are increased without clear or reasonable explanation. When I decided not to use the heating system, instead of seeing a reduction in costs, the standing charge was increased from 17 to 39.

What is even more concerning is the lack of transparency and the fact that the reasons for these increases are being withheld. Customers have the right to clear and honest information about how their charges are calculated, and this has not been the case here.

A poorly designed app with almost no functionality or useful features. It provides less information than a single Excel sheet, and on top of that, it barely works — half the time it doesn’t function at all, and the other half it crashes.

Been dealing with an leak in the heating system at my apartment for months,

I have dealt with over 10 engineers from a multitude of companies and no matter how experienced they were, they could not solve this issue.

Then comes Edward, the most knowledgeable heating engineer i ever seen. Master troubleshooting, extremely if not overly prepared. He managed to fixed this issue and done it with perfect customer service and knowledge to be envied.

Thank you so much Edward,

You are an asset to Ista and any company that takes you on in the future.

I’m utterly astonished by the lack of transparency, extremely poor service and extremely disorganised file management of ISTA. I would strongly recommend against choosing them as your supplier if you want reliable and high quality services. I feel spammed and not respected. I recently received invoices which says they are based on an estimate, not the actual amount incurred. I emailed ISTA and have been told it was because no meter was installed in the property so they would instead bill the estimate. However, their engineer came by just 6 months ago to install the ISTA heat meter and I still have all the email records of the meter replacement appointment. ISTA insisted that they did not have the installment record and that there’s nothing they can do about it, and I had to pay the estimate. Furthermore, they were not able to provide any basis of calculation of this estimate, and when I challenged the calculation method, their staff (Jay) said on the call it shouldn’t be my “excuse” not to pay the bill. I feel extremely offended and insulted as I have been paying all my bills on time if not in advance, and it is my entitlement to request a reasonable basis of calculation, to know what I am paying for, even assuming no meter was installed (not to mention that a meter was indeed installed and they claim there was no record of that!). They did not offer any constructive solution other than asking me to take a photo of the ISTA box installed in my apartment and send it to them via email. I obviously do not know how many more days it’s going to take them to respond to my email, nor do I expect they can resolve it. I do not know how to fix this issue and am extremely frustrated by this entire experience.

The website never works on the weekends and the emergency service line only works during working days?? how are we supposed to live without heating during the weekends and to pay online the website barely works and comes up with a "504 Gateway Time-out" Error

A headache overall
The amounts are changed blindly - no explanation given, poor transparency overall, they are very hard to reach, and when you reach them they give you a standard answer of "it is not our fault, we just arrange the payments", the website doesn't work, they can increase bills with 50% even if they give you money back at the end of the year but you can lower it with max 10%. Overall very very bad experience.

ista Energy Solutions has been great to deal with. Their billing is clear, accurate, and easy to understand. Customer service is responsive and helpful whenever I have a question. Highly recommend them for reliable energy billing services!

My landlord uses ista to provide billing to our property (I think this is how it works), it is very straightforward and making a payment is easy. It would be good if the Myista app was a bit more clear with answering questions rather than having to wait on the phone for an agent to answer to small queries. Example understanding how my tariff is calculated etc.

Working with the team at ista has not only helped to reduce how much time and money we spend on energy, but also brought our business into the 21st century with Smart Metering, data visualisation and reporting. I'm even considering Solar through them now.

Working with Andy, Louise and Jamie my main points of contact within ITSA has been Fantastic, with Louise being an exceptional point of contact (even dealing with my most silliest queries and perseverance with requests) and a true asset to the company.

With the oncoming Heat Networks regulation changes it has been reassuring having ISTA on board.

Great energy advice, friendly company

Terrible service provider. Very unprofessional and have no business ethics. Never read mails or has no communication response from them

Will never use ISTA and i don't recommend anyone to do so.

Will be thoroughly disappointed with this cow boy company

what a lousy company! bad company, eternal waiting times, expensive

Stay as far away from this company as you can. Everything is shady and 0 transparency. I just moved into a flat and of course the EA did not mention the flat is on a heating network.

I set up an account with them and ask what is the tariff, a simple question they should be able to answer however the reply is simply “you will see it on your bill” Shady

If I could leave 0 stars I would !!!!

I am absolutely sick to the back teeth of this disgusting company that I am forced to use due to the set up of the new build I live in. It has been problems and error and after error for over two years with these absolute jokers.

How many times when I pay the prepay meter online does it not reflect the payment even though I get it’s receipts and it’s I. My bank statements it happened last week someone sorted it 24 hours later - with that complaint I explained it keeps happening can they look into it and that part of my complaint was not addressed.

Here we are a week later. My heating runs out I am £10 overdrawn it shows on statement but not on dashboard and still says £10 overdrawn with my heating and hot water cut. I add another £10 the same thing . I tried to call 9.39 all the way to 10.30am with the same message that the office is closed and email for emergencies!!!! HOW RIDICULOUS THAT THERE IS NO EMERGENCY CONTACT NUMBER FOR AN AGENCY REAPONAIBILW FOR HOT WATER & HEATING !!! I email and call multiple times on Saturday and nothing. I have two young boys and things are extremely tight and it’s is already astronomical!!!!!!!!!!

I receive an email more than 24 hours later !!! Blunt unapologetic and no explanation telling me to top up again it will work this time !!! How disgusting and unprofessional. I explained I already have topped up twice it has taken my money and no heating I sent the two iata receipts - I receive another blunt message telling me it didn’t go through. I called Barclays who stated it did go through o then sent them back an email with further proof of payment via my bank statement which clearly shows the two cleared payments now it has been hours and no one has got back to me !!! I already have an issue of how much I am being charged and then the constant errors and lack of customer service I will be taking them to the ombudsman.

I’m not an idiot I work in housing and will not put up with this especially when everyone is already struggling !!! Sort it out !!!!!!!!!!!!!!!!!

The worst company I have ever in my life dealt with

After being charged £40-50 aday on my Ista prepayment meter and even when the heating is not turned on and hot water being used I turned off my meter. According to Ista energy I am to blame for the high charges because I keep turning my meter off. Well it's either turn it off or be changed £1000 a month for heating and hot water. I can't afford. This company is being used by Trinity Estates as an affordable energy solutions. Yeah right. I am currently not saying in my flat which is without hot water and heating. My family I staying with has been really great and angry about the situation as I am.

Incompetent! Don’t answer emails and issue random statements with no explanation- I received 4 on the same day. Received an overdue reminder…. and another one the next day. Customer service lines unable to answer simple questions. Avoid!