Utilita Reviews 321

after lot s of e mail to credit control and calls when i was told i will get a call back the same night , nothing happened been 2 weeks not got letter saying they have called , no you have not , sent you email again ,

Avoid avoid avoid. 10yrs no debt. Gas meter outside failed to read top up card with new credit. Still had £30 credit on meter. Took 2 weeks of calls, on hold, failure to fathom anything before smart meters by indian customer service reps ( was ment to get smart meter 2019, never happened - just electric swapped over). Middle of november, down to about a £1 of credit by now when I miraculously got a uk engineer to answer call who knew of life before smart meters. Engineer drove 200 miles on a sunday arrived 8pm. Changed meter to mains. Said hed likely be sent following week to install smart/prepayment meter as before HEARD NOTHING till March. No idea how i was to be billed but landed with huge est debt 4 month later. Couldnt get to a customer rep to sort out by phone hence incurred monthly charges. Finally got a rep, still incurred monthly charges. Started paying off. Plan seems to have been lost by them. 18 m later note through door as apparently been trying to CONTACT ME and pre payment meter to be fitted to recover £500 debt despite me paying £100 that very morning unprompted. Did I say I had No Debt prior! All their fault. To right i want debt paid so i can swap providers ASAP

I have been a customer for 10 years now. Always on prepayment. They hit me with a bill in 2022 of between 700 and 800 pounds and told me it was because I was on freeflow. I was too unwell at the time to contest it and it was paid. When I got better and tried to dispute it with them less than a year later, they repeatedly failed to send me any evidence of this £700-800 bill. A few months later I called about an issue with my meter and was told by a customer service agent that they had looked at my account and I was in £700 overpayment/credit, and asked for my bank details to send it to me. I then called back 2 wks later as it hadnt reached my bank, and was told it was an error on their part and that I was not in overpayment with them (so wasnt getting refunded), and then a few months later I received a £300 bill from them. I again asked for evidence of where this debt had came from, asked for breakdowns with usage info and dates, and they told me I would be sent it in the post. I didnt receive it and they then said theyd email me but never sent anything. I now have a 20% debt recovery rate applied to my prepayment meter and cannot afford to keep topping up with them. As recently as this month, I asked to have it lowered to 5% instead, and done an expenditure form & was deemed eligible to have it lowered. They told me 'we cannot lower it as the debt has been suspended - we will escalate it and be in touch'. This has been a month now and I can't afford to keep adding money to my meter. Ive spoken to numerous customer service agents and explained what the problem is and have repeatedly been denied help, despite being on their priority register. It is the same answers every time I call in, they say 'the debt has been suspended - we cannot lower your recovery rate. I have escalated it and someone will be in touch' then they do not reach out again. They have the correct contact info for me, and Ive even asked Citizens Advice to act on my behalf and they have gotten nowhere with them either. F this company, stay away from them. I only joined as I was 17 when I moved into my flat and thought them having no standing charge was a deal (newsflash - its not. They charge more for the first kwhs you use per day so the costs are still the same as if you chose a company that has standing charge). AVOID AVOID AVOID!!!! They are making an already unwell person even worse.

I always trusted Utilita and recommend my daughter to go with them when she move in to new address.
After call as she was going through a lot of electric the advisor stated the meter was set high to recover debt but this would be reset and she would received monies back .
She is now being told the debt is her as the money was on meter when she moved in.this was done by the council as she need emergency housing and they are also say the meter is set and the correct rate .so they was or are telling lies .

Worst company ever
The property I own has pre payment meters (not always lived in the property but owned it for 20+ years) so pre payment meters works for us.
Changed to utilita a few years ago and worst mistake ever. Horrendous company to deal with. Trouble getting through to any human and when you do they are cheeky cheeky b’s. Anyway yesterday balance was at £1.72, put £20 on meter at 546pm, woke up this morning at 7am and had a notification that my electric meter was running low and it was at £1.89, had to put another £20 onto meter. £40 into meter in 2 days and I’ve got a balance now of £19.65. Hardly any electric getting used. Can actually remember a time when we went on holiday (bearing in mind that Utilita claim ZERO standing charges, it’s built into your first kw of energy used) similar for gas. During 2 weeks holiday i put in £30 gas and electric and had to put more in when home from holiday. Everything was pretty much switched off and thermostat for boiler was set to 15°, so boiler would hardly be kicking in at any point as it was middle of the summer. Absolute charlatans this company. We’ve asked them to come out and test electric meter cos there’s clearly something wrong with it with what we’re getting charged compare to what’s getting used. Monday morning we’re switching to anyone else cos this is the final straw.

Never actually followed up on their complaints against them. Absolutely disgusting behaviour of harassment by their customer service the 1 time I was able to get through to them. Overall the worst attitude I have ever seen.

When i was with them,they were terrible i think they just make a payment up as they go along,take some good advice RUN

Just sick of this company me make me ill I am on priority service and still can't get help with tops ups when I ams struggling just because I have so my electric will go off tomorrow and il have no electricity till next Friday that's how they treat there customers

Had no warm home discount chased it multiple times to be told in Feb I’d get it via voucher in march. March comes round no voucher so message asking. The customer service agent was unhelpful and claimed it was applied to my gas bill debt, even though it paid for electric meters. Claiming I have 4 accounts on the go , when I then go and question them on that I got back “the warm home discount has been paid Catherine, thank you” no help, just spoken to like rubbish. Can’t wait till I move from a robbing company . Disgusting.

They inflate your DD payments with a few days before payment taken sometimes doubling amount. Complaints department dont care. Also after a SAR i will be doing to the ombusman and ofgem about this company. DO NOT USE

Poor excuses for non issue of warm home discount! January, February and march deadlines all gone and still no warm home discount.. you are legally bound to pay this government grant and I'm still no closer to recieving.. absolutely shocking experience .. full of lies

Won't let me leave, no appointments for meter changes, they took my WHD for the first time ever for debt, debt they put me into buy putting me on a quarterly meter, said I owed £3000 and I've been paying it back since 2020. I've tried to leave but there's always an excuse on their end. I'm using £5 a day in electric on a fridge, freezer and boiler I rarely use, I'm topping up every 2 to 4 days and it's £40, £50 or £60 a time, tell me the meters are broken then do nothing about it. The woman on the phone was going to give me an appointment until I said I need new meters to move, how convenient they now can't do it, I have to wait for contact with an appointment, December 2025 this bs has going on. I hope they go defunct. I hope the government rinse them dry.

Smart meter technology is bad for human life aquatic life all life FACT

Awful customer service. Convinced you’re chatting to a bot NOT an assistant with how slow their responses are and how they overcomplicate assistance. I’ve had my chat closed because I didn’t respond for 5 mins while the guy was trying to connect to my meter even though I wasn’t asked any question. Super rude and unprofessional.

Spoke with Collette N yesterday who was an absolute pleasure to speak with I must say she went above and beyond to help me with my issue which she resolved quickly and stress free. Everything was clearly explained to me and I felt in safe hands with the information being given to me from Collette. Great inter people skills and customer focused attitude if she isn’t already this lovely lady deserves to be in management! Thank you Collette speaking with you made my day it’s rare you can speak to a stranger and not feel like strangers you are a credit to your company!

Very bad phone call to try and get electric and gas cards not even received and we gone live today for the change over the man that man said on changing over we have no hassle it's been hassle and no hope stressed avoid this as now no electric and gas with kids and disabled

Utilita took over my supply on Monday 9th after I switched to their prepayment tariff for a vacant property. I chose this tariff specifically because it advertises no standing charges unless energy is used.

The property is completely vacant. The gas isolation valve is closed and the boiler is switched off at the consumer unit.

The only time gas was used was briefly, immediately after takeover, when I fired the boiler momentarily to confirm everything was working.

That small test use reasonably explains the balance reducing to around £19.00.

However, what followed makes no sense.

The next day the gas balance showed -£16.90.

When I contacted Utilita, I was told it was “an app issue.” While still on the phone, £35 suddenly reappeared, bringing the balance back to £19.00.

Within less than an hour, it had dropped again to £15.00.

From there it continued falling throughout the day:

• £12.96
• £10.83
• £8.70
• £6.56
• £2.30

This is a vacant property where the gas is physically isolated at the mains. No appliances are running. No gas can flow.

I immediately disabled auto top-up.

The following day, the balance increased to £7.56. When I contacted Utilita again, I was told their internal system showed a balance of over £19.00 — completely different to what the app displayed. I was advised to reinstall the app.

After reinstalling, the balance showed £17.22. Yet again it began decreasing:

• £16.14
• £14.00
• £11.85
• £10.78

These fluctuations are not consistent with actual gas consumption. Utilita confirm they are receiving meter readings, yet the app provides no visibility of actual usage data.

Credit repeatedly disappearing and reappearing, combined with conflicting balances between the app and their internal system, seriously undermines confidence in the accuracy and transparency of their billing.

After all of the above, I have arranged for my supply to be transferred back to Scottish Power.

It is also worth noting that when you call Utilita, the first thing you hear is a pre-recorded warning that abuse towards staff will not be tolerated. No one should abuse staff — but when that is the opening message, it suggests a company already accustomed to dealing with high levels of customer frustration.

Based on this experience, I would strongly advise others to proceed with caution before switching.

Let down by customer service had solar panels fitted managed to speak to an adviser told them I am not too good with emails sent me a form to complete via txt message it wouldn't let me fill it in finally got to speak to someone on the live chat after a totally useless exchange with a chat bot said they weren't trained in solar panels gave me a phone number said it opened at 8 am I rang only to be told they opened at 9 pm poor all round customer service

The worst electricity and gas company I have ever seen in my entire life. Very slow and bad customer service with sleepy and inexperienced employees, very bad ‘terrible phone and online payment system. Expensive bills for customers without any accounting and I recommend never subscribing to them. Really, unfortunately, for such a bad company.

Installed a smart meter for pay as you go but will not accept payment code due to a technical problem
Customer service is terrible from a call centre wasted 2 hours trying to get this sorted
I just get cut off when pushing the option button to get this sorted
I now wish I used another energy supplier