“I have mixxed feelings about Utilita, I do like the flexibility of the 'Pay As You Go' and also the 'no standing charge' tariff as this suits my lifestyle, however, I would just warn prospective customers to be aware that Utilita on the outset seem to provide a good service by advertising the many positives they offer yet in my experience they will not consider vulnerable persons with regards to the false claim that they offer a 'credit friendly' service.. also beware that Utilita may charge for electricity that you have not used! I found out to my cost ! at the outset my IMD and meter were giving false readings, Utilita charged for energy that I had not used, in fairness they did give me a refund but I had to bring this issue to their attention! I would say that it could be possible that if this happens to other people ( we are possibly talking 1000's) then not everyone would notice the over charging) I am not saying that Utilita may be making revenue by falsifying meter readings and customers energy usage but I am just saying that I was over charged!!.. Hopefully this will gain some attention as more people notice this and Utilita are made to get their energy data capture more accurate”
“‘Live’ complaint from February 26. Gas Meter, just one issue within complaint. Waited till end of April for Engineer appointment. Engineer didn’t show up.(dealing with Emergencies I was advised! ) In contact with Utilita - with regard to Engineer’s non attendance, told someone will call back. No one did. Phone call today, (30 minutes duration) given option of Engineer appointment in June. That would be a minimum of 3 months wait, since letter of Complaint. I am astounded by this Company’s total disregard for their customers.”
“Absolutely nightmare i moved address
And closed my account had 40 pounds on the gas meater and wanted to transfer it to my new homes meater
She transferred it and when I said to her why had you put it as a debt she said I was a mistake and took 2 weeks to sort out she was in India and she was as thick as a cornbeef sandwich 🥪 after 2 weeks of phone calls the engineer woman came out cleared the debt changed the meater and sorted it to complained to them again I spoken to a guy from south Africa he was amazing 👏 🤩 sorted everything out within 1 hour put the 40 pound back on the meater plus 20 pound credit on the meater. All sorted 👍 don't trust MUMBAI STAFF”
“!!Very poor service!!
Very bad customer service received, I had a problem in Nov 25 with my GAS SMART METER (outside temperature was 0 degree), I have a disable wife in the house the appointment was supposed to be in the morning from 0800am to 1200 noon, but no one came.
I made calls every hour and was promised that within an hour someone will come and guess what finally the engineer showed up at 2200hrs it was fixed
As this was a new meter it would was not compatible with the old smart meter machine which means we had to upgrade the electric meter as well but it had to be done at a later stage
Finally managed to secure a date in March 26 (4 months later) and guess what no one shows up even after sending lots of text/email message confirming the given date by Utilita
Than Utilita makes a appointment 2 weeks later for the same time 0800am to 1200 noon with out consulting me, but the same usual story I received a message on the day of the appointment that the time has been changed from 1200 noon to 1600 hrs which means a whole day is wasted as I only took the morning off
After all this going on I kept my calm and sent 6 emails requesting a senior person to call me so we can try and resolve this problem but all I get calls from someone in call centre (very junior) calling to resolve this issue and they offered £40 as compensation it cost much more than £40 for any working person staying home waiting sitting idle at home
Reason for giving poor review is
1. Had to cancel an hospital appointment in Nov 25 for my disable wife
2. Taking time of work for no engineer showing up in Mar26 which no one showed up
3. Again taking time of in the morning where Utilita changed the appointment for the afternoon on the day of appointment
4. No curtesy for any senior person to call me back after sending SIX EMAIL requesting this call back
I think that Utilita have lost the plot and it is time to move on to other supplier who will probably have respect for their clients
!!Very poor service!!
After writing the above review, I received a call from someone senior @ Utilita on the 07th Apr 26, and again there conversation end with conclusion. I gave them time until Friday 10th June 26 to re visit my complaint and revert but no call or emails
In my opinion don't use UTILITA as your energy supplier unless you want to be hassled and face the same problems as I did
I am soon going to use another supplier as soon as I have sent my feed back to all possible platforms for customers not to fall in the same trap as I have
!!Very un relible company!!”
“The way they conduct in-person sales visits is awful. I was made to feel unsafe due to deliberately unclear and ambiguous language. I thought I was just being given the sales spiel but the 'engineer' walked into my house uninvited and, before I know it, their call center are ringing me to confirm that I'm swapping providers and ask about an install date! When I told them no, and said I felt blindsided, he made a very swift exit from my property. Avoid at all costs!”
“Hello, I was minding my own business. When a next electricity company claim to be cheaper. Long story short didn't work out. Now I had money on b4 the switch. Now I called up when in emergency. Now Utilita claimed "I had already switched hasn't switched back so cannot help me" so I called other 1 now 1 of 2 things happen. I got £20 from the other company. Now when back at Utilita electricity they claim I got the money from them. So either the company send the debt to Utilita or when I called Utilita made a mistake about who I was with either way I'm Out 20 pounds. Every time I top up they take 2 pounds back. I'm confused. When I called up I'm unsatisfied the answer. 🤔 I am thinking of 2 things. 1st look in to other electricity companies because I'm unhappy & I may make a Complaint about it. I will think 🤔 maybe YOU should think about move aswell.
Please have a Blessed day 🙏🏾
B more luck than me : - (”
“Completely useless company. The only time they bother responding is after you leave a negative review. Yet again, their app isn’t working and they appear to be charging me £27 per 3kWh. None of their advisors read the information they’ve already sent out, which only puts them in a worse position.
I repeatedly requested email-only contact, yet they keep calling and still fail to provide anything in writing afterwards. The advisors are clearly incompetent and don’t even review their own correspondence.
Always take your complaint straight to the Ombudsman and do not trust a single verbal promise from them.”
“Worst customer service I have ever know . If you don't get cut off then they just tell you anything they think you want to hear . Left them a couple months ago and had a bit of credit left on my meter . After 2 phone calls contradicting each other I ended up having to hand write a letter of complaint . They sent my cheque today ( why they couldn't have transfered it into my bank god only knows ) no letter of apology . They proved over and over again they have no respect for their customers and don't act if you complain about customer service . I would never recommend this company ever and this is my honest review of experiences being with them .”
“I have never once had contact with or a response from Utilita upon using the chatbot, phone line and complaints email. I have reached out multiple times, in multiple ways over the years and never once been able to reach Utilita.
They ignored my trying to inform them I have moved into my home, which has left me having to use guest payments for 5 years with no clarity on my account, as I am unable to access it despite providing evidence (clearly to the ether) that I own this property and require transfer of the existing account.
I am now trying to leave and am once again being ignored, blocking my transfer. My next step is going to have to be referring them to their various regulators, as I cannot even attempt to reach a resolution when being completely ignored.”
“I can honestly say I have never come across customer service like it.
I'm glad to get rid of this company.
They can not even reply to emails,so much for within 5 days I have now been waiting over a week for a response.
What a joke.
Avoid this company or you will be wasting your time.”
“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.”
“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”
“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.”
“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”
“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”
“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.”
“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.”
