First Utility Reviews

Name: First Utility
Rating: 1.19

1.2 Rating 127 Reviews

4 %

of reviewers recommend First Utility

Company Reviews

Questions

Metrics

1.2

Based on 127 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

Visit Website

Write Your review

Tell us how First Utility made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

First Utility 1 star review on 30th September 2022

Anonymous

First Utility 1 star review on 16th July 2022

Brenda Price

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Utter rubish and scammers! I hve Shell energy on my back at the moment trying to get money out of me that I paid months ago with FU. Seems like ShellEnergy are trying to double bill people!”

Helpful Report

Posted 4 years ago

“I am absolutely disgusted with this supplier. Billed ridiculous amounts for a detached one bedroom house, and they always come back with it's their error weeks after we have argued it. I have just had a notification to say that we now owe £133.00 pcm as we never build enough credit with them, when it was only last week I had an email to say we were back in credit after being overcharged, AGAIN. Switching as of today - they've had enough chances from us. Still on hold to them after 45 minutes! Disgusting customer service.”

Helpful Report

Posted 4 years ago

“All I can say is I’m glad I switched when moving into this property as I have had itching but trouble trying to clear and end the previous tenants bills. Rang and cleared accounts only to receive a ridiculous bill I couldn’t even physically haveused in two months both me and landlord have rang and paid various fantasy bills . We are now going to the ombudsman because they just lie and threaten with their own dodgy bailiff.stay away from this company”

Helpful Report

Posted 4 years ago

“It hurts me to even select a star It hurts me to even select a star, if I could I wouldn’t put any. I am now 4 months into a complaint. Which quite frankly hasn’t progressed at all due to this companies lack of competency. They tell you what will be done on the phone and then dont actually do it. I was only with this company for 2 weeks when I moved into our new home they were supplying, stay well clear! If you want a proactive supplier use EDF. (Now our supplier) The same complaint was logged with them as I have been caught in the middle and they have been excellent throughout the whole process.”

Helpful Report

Posted 4 years ago

“Dodgy energy provider. It's only good for pay as you go. Opening a direct debit with monthly payment will give you a set back. Your Direct debit paid without default, once you leave first utility they will bring up some funny bill. They're cowboy outfit. Avoid setting account with them.”

Helpful Report

Posted 4 years ago

“Do not, under any circumstances use this Company. Their Customer Service and Accounts Department are absolutely useless!!!! I see that Shell Energy have bought them out - no self respecting Company should put their name to them. We had a property that we rented out and the tenants chose First Utility as their energy supplier. When our tenants vacated the property, we read the meter and informed First Utility that we were responsible for any electric used whilst the property was empty. We subsequently sold the property and gave First Utility the final meter reading. We received a bill for £245.69 which we paid by debit card on 6th June 2017. Since then and to the present date May 2019 - we have received letter upon letter, asking us to pay this outstanding bill or take the consequences I cannot count on one hand how many times, we have telephoned accounts, and customer services over this dispute. They couldn't sort it out, and at their request we sent them our bank statement which clearly shows the transaction (with their name against it) going out of our account. We thought that the problem had been solved, until we received another letter in November 2018, saying the same thing, account outstanding, threatening recovery action. We telephoned again, and finally got through to the investigation team- and was assured that this would be sorted. We heard nothing, and now we have a letter from Shell Energy asking for payment yet again. Another phone call and this time we were informed that a default had been lodged by them against my husband's credit score. This has been the final straw, not only did they not inform us of their action, but they have unjustly damaged my husband's credit rating. What " part of proof of payment" don't they understand. We are now putting it in the hands of our solicitor”

Helpful Report

Posted 4 years ago

“I applied for First Utility WiFi in January 2019. I thought it would take the standard 10/14 days for my line to be activated. Instead it took 4 weeks. The WiFi didn’t activate on my phone line, instead it for some reason activated on a shop next door to me, leaving the shop without internet and myself. I rang up immediately and cancelled my WiFi, as it was incompatible to my address. All was fine. Then comes April 2019 and an email about a missed payment. I ring up and ask why is there a missed payment the contract was voided the day it was activated. The callers response was simply “if you don’t pay it then we’ll send collections for a £150 cancellation fee.” Was on the phone for hours being told this over and over again, and told I don’t have proof I cancelled. Next morning I rang trading standards who gave me advice. I rang first utility again and said first of all, I don’t need to prove I cancelled it as the burden of proof falls on you, the provider. I requested durable copies of EVERYTHING. I quoted “If a provider can’t or hasn’t provided you with their service” then that’s a breach of contract. And I also raised questions as to why I wasn’t forwarded to Ciff or any other broadband dispute company when I initially rang, and instead told to just pay up. I pointed out that this breach of contract takes my cooling off period goes from 2 weeks to 12 months, and that I am not liable for any cancellation fee. They were adamant I needed to pay the £150 cancellation fee. So then I informed them of my cancellation rights, they have 8 weeks to do the aforementioned and if they failed it would go from a civil matter to a criminal matter and that trading standards were going to help me resolve this. I also questioned the unlawful threats of bailiffs, as they need to at least threaten me with court before the bailiffs who cannot turn up at any joe bloggs house without a county court order. After I railed off these points they rang me back and said they were happy to drop any cancellation fees. I informed them that they’re legally obliged to do that, whether they’re happy to do so or not. It’s really fortunate that I am not a vulnerable person, as clearly this shocking company thrive of exploiting people. All customer service skills I experienced were appalling, the only helpful member of staff was Magda and that’s because I had facts written in front of me. Back to sky WiFi it is.”

Helpful Report

Posted 4 years ago

“The are now Shell Energy, Don't call back. Don't reply emails, lied twice about calling back the next day in a space of 1 week. The last lie came from a guy named "Andy." They are planning to process my switch in 6 WEEKS! I have asked several times to confirm if the switch would be completed in 3 weeks, otherwise I don't want to proceed with my application, they said all is fine, but here I am waiting aimlessly with no call back or replies to my emails. I am now paying a variable rate with Scottish Power, because of this lying and incompetent thieves!”

Helpful Report

Posted 5 years ago

“This is the worst energy and telephone provider i have ever used in any European country. They are dishonest. Billed me for a home where there was only one person living for about 5 nights in a month due to working away. They later paid back little pittance after a long drawn back and forth letter. Please do not do business with them. Very dishonest and fraudulent in their practice”

Helpful Report

Posted 5 years ago

“not to be trusted when i decided to switch suppliers received bills of over £500 on 2 properties having been in credit for past 3 years even though the meters had not been read ? cleaver way of keeping you . DO NOT CHANGE TO THIS COMPANY”

Helpful Report

Posted 5 years ago

“As long as nothing goes wrong, this company is probably on a par with many other companies. However ....... If something goes wrong, they are completely useless. I had no broadband for 4 weeks. Was advised to buy a bolt on from my mobile phone co. They would consider paying for this. Of course this has not been paid to me (£60). Many hours on the phone and online live chat. No free phone line to contact them. Secondly I gave had no landline phone line for nearly 3weeks. Every time I called them I was told there is no fault - as they did for broadband. I am still out of pocket, and have no phone line. Just written an email to Shell/First Utility to advise that I will be transferring back to BT asap. Do it consider changing to Shell/First Utility.”

Helpful Report

Posted 5 years ago

“Started off well but after 3 months wanted to increase payment. After 12 months more than doubled payment without sufficient notice. Moved to New supplier. Now stating we owe them over £400 and asking for immediate payment. Will be seeking full breakdown. Don't use. Will refer to Ombudsman if not happy with response. Complete joke.”

Helpful Report

Posted 5 years ago

“Haven't had a bill for ages then they issue one great big one.they did appolgise but to little to late.”

Helpful Report

Posted 5 years ago

“They charge you to leave even outside of contract Terrible service Avoid avoid avoid”

Helpful Report

Posted 5 years ago

“It is such a shame when big companies like First utlity behaves like this. Firstly they don't have any facts and secondly they are threatening the customer about the consequences. Here is all what happened. I rented a property in Northampton 11,21 Henry bird way from 1st April to 30th Sept - 2018. Through a Property management called (Turnberry property management), Ever since i have moved i have been in trouble from Turnberry or First utility or British gas. I have given consent in writing to British gas to supply my energy as insisted by Turnberry and after a bit of initial truffle i have received the bills, there are emails to First utility to transfer the energy meter to British gas and first utility has agreed to do so. I have paid my bills to bristish gas and though things are sorted until last week i received another 250 to be paid to first utility. When i called first utility i was on call for 45 mins and the representative was extremely rude and disconnected the call, I have been writing mails to first utility and again not handy help as first utilty has horrible customer service as they don't even know or find the correct details. My questions: 1. How can First utilty be so careless dealing with customers and start threathing the customers by saying some collection agents would come when we don't own anything to you ? 2. Can first utility even get the details correct ever ? without the consent can they start providing the power, When the customer clearly choose the other supplier why are first utilty fighting for it? 3. If there is an issue they should solve with the Owner as the meter still belongs to the owner, why are the troubling the tenant who already paid the bills.? Shame !! the way they are behaving and please stop using the words as customers credit ratings will be hit and all, the issue is with first utility and the companies ratings should go down not the customers. Note: Despite requesting a call back so many times i haven't received a single call !! here are the details: Account number : 3363332 Overdue balance : 243.13 (As wrongly claimed) Address: 11, 21 henry bird way, nn11es. Mobile : 07440578169”

Helpful Report

Posted 5 years ago

“Poor service, poor quality control, concern over data protection.”

Helpful Report

Posted 5 years ago

“So I thought yes, I could perhaps do with a cheaper package since I do not need all the allowances I was using with other supplier (bit more expensive but perfect). Turns out speed went down to 6mbs which is way below the 'up to 18mbs' as advertised. Very slow even for 3 people. The worst part was THERE WAS NO PARENTAL CONTROL!! To be honest, I thought this was a feature of every broadband service that you can activate if you want. I didn't realise until it was too late, and now after 2 months I now will have to cancel and pay £120. I'll cut my losses because I cannot have internet without parental controls! I have kids to protect. HOW IRRESPONSIBILE OF FIRST UTILITY!!”

Helpful Report

Posted 5 years ago

“I had this studio flat for years and had tenant in, it is empty for the past 18 months with no usage of gas or electricity today I had a bill for £2,389.10 for I do not know what? first they said it is for electricity and gas and when they found out my gas is a key card gas they said ok it is only for electricity, they do not tell me who signed any contract with them as defiantly it was not me or my agent, as I defiantly changed it to key one. I am not even sure they know where is my flat as if one owes them so much why they do not cut their product? they are the biggest scam. lets go to the court with them.”

Helpful Report

Posted 5 years ago

“Aug 2017:After 6 months of argument with FU refusing our meter reading and making us pay estimated bill I managed to bring the account to resolution, close the acct, get a refund from them, move to different supplier. Dec 2018: I receive a debt collection letter for over £6500???? I am not a customer of them anymore for over a year... They decided to 'review' the account 1 year after I left. Never sent a bill. They are refusing to even apply the OFGEM BACK BILLING PRINCIPLE and are insisting that 2015 is within 12 months of 2018.... hitting my head against a brick wall, Which! Legal team on the case, ombudsman on the case, solicitor on the case and they are still refusing to keep account closed as it was in 2017.... WHAT CAN ONE DO AGAINST THIS?????”

Helpful Report

Posted 5 years ago

“So moving into my home in November I decided to stick with the current provider. First utility. I was put on a temporary tariff and told if I was to leave there was no contract and I would only be charged my usage. I was charged 2 months in full for only 40 days. After denying all responsibility for 2 months I got a cheque for £42. I've spent hours f my time arguing this. They were over priced and their service was atrocious. I still think I've been robbed and British gas are £34 a month cheaper.”

Helpful Report

Posted 5 years ago

First Utility is rated 1.2 based on 127 reviews