Utilita Energy Reviews

Name: Utilita Energy
Rating: 1.14

1.1 Rating 637 Reviews

3 %

of reviewers recommend Utilita Energy

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1.1

Based on 637 reviews

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

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Utilita Energy 1 star review on 4th February 2025

Anonymous

Utilita Energy 1 star review on 10th January 2025

Julie Glaister

Utilita Energy 1 star review on 16th November 2023

Alan

Utilita Energy 1 star review on 28th February 2023

Kyei Addai

Anonymous

Anonymous // 01/01/2019

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“Having dealt with many energy providers over the years, I have to say that this one is by far and away the worst. I took over responsibility for a property after the previous occupant moved out and discovered that Utilita were the energy provider. It took me a total of nearly two months, many phone calls, emails, online chat to get accounts set up in my name. I have been put on hold for hours on end, only to then be cut off when the call is finally answered. Their 'live chat' feature is diabolical - currently at time of writing I am on hold for over 1.5 hours. They seem not to have any interest in providing customar service at all. Avoid at all costs.”

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Posted 2 days ago

“How can I top up my electric you have upgraded my smart meter wirelessly Without my consent and it is now not accepting the card My smart meter is now an un smart meter I will have completely run out of electric by tomorrow afternoon”

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Posted 6 days ago

“They are overcharging, meter reading is not mentioned on the bill and the customer service is poor, they deliberately don’t improve that so customers avoid to complain due to poor customer service and long waiting. Please don’t go for Utilita.”

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Posted 6 days ago

“My husband has just passed away, I am disappointed with Utilita, can't speak to anyone about putting the account in to my name, Web site is awful, & yes if want to discuss this further with me, please phone me on my husbands phone as I am still using to to top the meters up. Joy Vale”

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Posted 1 week ago

“Can't contact anyone over the phone Or live chat and the ai chat don't understand anything I put in Poor customer support left with no answers still should be a 0 star but forced to leave 1 star just so I could write this”

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Posted 1 week ago

“Absolutely awful service. I’ve had ongoing issues with my gas meter for weeks and nothing has been fixed. I’ve spoken to three different people and not one of them could resolve the problem – they just keep saying the meter isn’t connected. Meanwhile, I have to call almost every week to top up, and the credit never reaches the meter. I’m stuck manually entering long strings of digits every time, which is time-consuming and frustrating. I often have to sit on the floor to do it. The process is exhausting and completely avoidable if they just fixed the issue on their end. To make it worse, every time I call, I get put on hold and then cut off. No one follows through, and not once have I been offered any compensation despite all the hassle. It’s clear that the customer service team has no idea what they’re doing. I’m done with this company and currently looking to switch providers. Avoid if you want reliable service and decent support.”

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Posted 3 weeks ago

“👎👎👎👎👎”

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Posted 1 month ago

“I’ve had an absolutely awful experience with Utilita. When I moved into my flat I was on a billing payment, I reached out to them and explained that this was not a good a method for me. They did agree to change this to pay as you go, yet they did not. I was calling up regularly enquiring about this and all advisors would say they ‘understand’ but don’t know why it’s not been changed yet.. I was paying around £60/£70 a month with the bill. I halted payment as I was being passed pillar to post with these people being told the same thing by a different person each time, yet they were not actually changing the meter, just saying that they would with no action. Now, when the day arrived that they actually did change the meter, they put £5,000 debt onto my account! Yes, £5,000 after me being billed at £60/£70 a month originally!! This was around 2 years later, how they arrived at £5,000 I don’t know! I would speak to advisers who would tell me that this would be amended, that there is no way that this could be accurate. As per, they would say with no action. I was under immense stress at this point, being a single parent with a disabled child and working a cleaning job. Then it came to the complaints team. Was fine at first, they would tell me they would help the situation and help put things right. This was a false sense of security, they were not out to help at all. They would call me multiple times a week, different people, asking me, the customer to explained the situation to them and doing nothing with it. There was one particular man who was nothing short of a bully, he would not stop calling me over and over, still not helping the situation. It was like he was out to ‘win’ this case, but all I wanted was fairness. It got to the point I had to stop dealing with them. The stress it was causing me was affecting everything else in my life. Now i’ve been left lumbered with £5,000 debt, I don’t want to be with this company but can’t leave because if I do they will send this debt to a debt company to which I will be liable for. I’ve had time out and now I’m going to fight this, I won’t be treated this way and I won’t be scammed out of this money. I absolutely do not recommend this company, I completely advise against joining them.”

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Posted 1 month ago

“Absolutely shocking customer service and inaccurate billing I’ve had an incredibly frustrating experience with Utilita. After receiving a call from their customer service team, I spent over 30 minutes on the phone and got absolutely nowhere—just told that someone else would be in touch, with no clear action or timeline. All of this was over something as simple as correcting a meter reading. According to my final bill, Utilita recorded an "actual" meter reading of 4084, but I submitted a photo on 5th March 2025 clearly showing the reading was 3239. That’s a difference of 855 units in 11 days, which is completely unrealistic. My average daily usage is around 1.12 units, so the math just doesn’t add up. To make matters worse, they’ve slapped on £10 late payment fees in previous months, despite the delays being entirely on their end. I’ve been meticulous in tracking my own readings because I don’t trust their estimates—and rightly so, given this mess. I’ve now wasted hours trying to get a basic correction made, and I’ve received nothing in return—no resolution, no apology, and certainly no compensation for my time and stress. One agent even claimed my bill had previously been underestimated, which is simply false. The lack of accountability and customer care is astounding. I’ve submitted photographic evidence, contacted my new supplier, and followed all the proper steps—yet I’m still being massively overcharged and ignored. I wouldn’t recommend Utilita to anyone. Avoid if you value your time, money, or sanity.”

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Posted 1 month ago

“Franco Jombo: Utilita Energy Hartlepool Hub staff member are very helpful to me and their customer relations service is best to none. Since 5th July 2024 I moved to Hartlepool, members of staff of Utilita Energy Hartlepool Hub have been taking my energy issues as if its theirs. This is not peculiar to me but to all other customers I meet in the Hub.”

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Posted 1 month ago

“Utilita is blocking me from being able to change suppliers, stating I owe money for previous tenants use despite providing evidence. Then refuse to accept a picture of the meter, instead said that an engineer will need to come out to physically check the meter and that can take several weeks to months. Complaints team has completely ignored me and there Moving Home team who’s meant to help in this situation has been incredibly rude, speaking over me, being rhetorical, providing no solution ending the call with no resolve (they just abruptly drop the call multiple times and I have spent hours trying to get hold of them).”

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Posted 2 months ago

“Avoid at any cost. Poor poor service. We are not able to top up and currently out of energy in our new home. Avoid.”

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Posted 2 months ago

“It should be zero stars. It's day one and seems impossible to talk to asnyone. Live chat estimated 74 minutes, telephone sends you through a menu of a dozen different choices and submenus. Seems impossible to top up. The worse provider I have ever encountered.”

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Posted 2 months ago

“I’m disgusted and disappointed how long they keep you waiting on chat too say waiting 13 minutes and it turns into over an hour how is that good customer service 7 times I’ve tried too get through and still no answer it’s shocking”

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Posted 2 months ago

“Keep trying to ring up to give meter reading but staff keep hanging up after giving all details. This is what is causing me mental health problems and no where on line to give a reading. There are phone numbers the online chat gives you and when you ring them they are discontinued. So then after not being able to give a metre read and given a massive estimated bill.”

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Posted 3 months ago

“Terrible customer service. Staff have no clue how to even help”

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Posted 3 months ago

“Very poor and unreliable company. Unreliable workers. I had too many problems with Utilita. It came to one point where they told me I had a best of £40k with them on a 6month studio energy consumption. I was worried about this for months and months trying to prove I paid everything correctly (I also was on a direct debit payment method). This not only affected my mental health but also bank records. After moving houses I now keep having the same issue over and over again where I am promised the variable direct debit is set up and I keep having to chase because I always come to find out it actually wasn’t. Too many promises with no action, horrible experience and would never recommend Utilita.”

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Posted 3 months ago

“They put you in £100000s in Debt with them and blame you but they don't take the blame for what they done not right”

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Posted 3 months ago

“Utilita, everytime I have an emergency they are the worst company to help you. There are times (as being my fault for forgetting to top up and the electricity turns off) I then go and top up, punched in the code and it never works until one of the agents after 2 hours contact me to fix the problem. It is awful and overwhelming to say the least.”

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Posted 3 months ago

“Bad provider.Run”

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Posted 4 months ago

Utilita Energy is rated 1.1 based on 637 reviews