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Utility Warehouse Reviews

1.4 Rating 524 Reviews
10 %
of reviewers recommend Utility Warehouse
1.4
Based on 524 reviews
Shipping & Delivery
Delivery Methods
Postal Service, Courier
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.5 out of 5
Returns & Refunds
Refunds Process
Difficult
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Utility Warehouse 1 star review on 17th September 2025
Joann S. Williams
Utility Warehouse 1 star review on 14th March 2025
Anonymous
Utility Warehouse 1 star review on 14th March 2025
Anonymous
Utility Warehouse 1 star review on 14th March 2025
Anonymous
Utility Warehouse 1 star review on 14th March 2025
Anonymous
Utility Warehouse 1 star review on 15th December 2024
Dionne
Utility Warehouse 1 star review on 24th September 2024
Leyens Paul
46
Anonymous
Anonymous  // 01/01/2019
I signed up with UW (Utility Warehouse) in October and submitted all the correct meter readings. I was concerned and repeatedly messaged them asking why UW hadn’t started yet, but they didn’t provide clear responses. They kept saying the bills would arrive, but they never did. This continued from October, and in January and February, I contacted them again. Still, no bills arrived. Finally, in February, I received the electricity bill for several months, all at once, and now in early March, I received the gas bill as well. I paid the full electricity bill, but the gas bill came with an absurdly high charge. They claim I didn’t submit the December meter reading, but this is not true. I sent all the readings, including for December. I was under the impression they would send the bills separately, month by month, but instead, they accumulated multiple months into one large bill. Even though I had already submitted my readings, they claimed they couldn’t make corrections because they hadn’t received the December reading. This doesn’t make sense since I submitted it on time. Here are the readings I sent: The estimate they provided was excessively high and does not reflect my actual usage. The amount they charged is far beyond what I normally consume, as shown by my previous bills. Even with the estimate, they cannot justify sending such an inflated charge. There is no way I could have used that much in such a short time frame. To make matters worse, in March, my meter reading still hasn’t reached the amount they showed in the December estimate. How is it possible for me to have used that much when I haven’t even reached those numbers yet? It doesn’t add up. What I’m questioning is not my willingness to pay; it’s the way they have handled the billing. They have accumulated bills from October, November, December, January, February, and March all into one huge bill. They’ve combined all these months together and sent them as one payment, which I clearly stated would be a financial problem for me. I raised this concern months ago in our WhatsApp conversations, but they refused to resolve it. It feels like this was done deliberately. They should have at least sent the bills for October, November, and December separately, and then the ones for January and February separately, and so on. Instead, I’m being forced to pay everything at once, which is causing significant financial strain. I’ve repeatedly mentioned this issue, but they chose not to listen or act on it. Now, I am being asked to pay more than £870 in less than two months, between the electricity, gas, and water bills. In February, I received a bill for £357, and then in March, I received another bill for £540. How am I supposed to manage to pay this amount in such a short period of time? This is an enormous amount of money, and I don’t have the financial capacity to pay both bills in less than a month. I made it clear this would cause me significant hardship, but they ignored it. I am also questioning the high estimate they’ve made. My meter reading has not come close to the numbers they estimated, and as of now, we’re in March, and I’m still nowhere near their December estimate. For example, they claimed I used £282 of gas in December, but when I calculate my usage for December, January, February, and March, I’ve still not reached £200 in total. How can they justify charging me that amount? In the past, with all the other energy providers I’ve had, I’ve never experienced anything like this. They always sent the estimates according to my usage, and whenever I submitted my readings, the bills were always accurate and arrived on time. I’ve always been responsible with my payments, and my usage has been consistent and fair. I am asking for an urgent resolution to this issue. I want the bills sent correctly, with reasonable estimates that reflect my actual usage, and I demand that they be sent separately, as requested ⸻ This situation is causing me a lot of headaches. I’m struggling to focus on my work, and everything is being disrupted because of it. I’ve always made sure everything was in order, and I don’t like dealing with these kinds of issues, which only bring frustration. I never want to experience something like this again.
Utility Warehouse 1 star review on 14th March 2025 Utility Warehouse 1 star review on 14th March 2025 Utility Warehouse 1 star review on 14th March 2025 Utility Warehouse 1 star review on 14th March 2025
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Posted 6 months ago
They’ve been overcharging me massively for months on estimated readings (even though I have a smart meter). I’ve sent in readings and these have been ignored ‘because it wasn’t in the expected range’. I’ve been told that I need to attach photos to my account (and there is no way on the website to do this) and this ‘should’ mean it’s automatically dealt with in the next bill. They closed my complaint without resolving the issue and will take payment later this month for electricity I haven’t used, without refunding me for the massive overpayment already made. Absolute joke of a company. Wont be using them again and will be pursuing a complaint with the ombudsman as soon as the necessary time has elapsed.
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Posted 6 months ago
We purchased a house in January this year and switched suppliers to Utility Warehouse for our gas, electric and broadband. The house is uninhabitable and is undergoing renovation work, we had the gas supply locked off immediately as the old central heating was removed, therfor cannot supply a meter reading,we are being charged monthly and have never used any gas. Despite numerous conversations explaining this situation, UW are very unsympathetic and all they are interested in is trying to force us to have smart meters installed. Diabolical service.
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Posted 6 months ago
Very bad experience. I was UW electricity consumer, but my house moving experience was pathetic. I submitted move out date and got confirmation mail from UW, But then I get bills even 3-4 weeks after my move. Now they have been delaying my settlement even though being on calls and emails for months. No resolution till now. Putting review here just to make sure they listen now!
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Posted 6 months ago
Honestly, just unreal. Had an open complaint since 20th January. Been billed incorrectly for 2 months straight despite submitting meter readings. Promised calls never made. CEO complaint email does not get answered. Terrible.
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Posted 6 months ago
Simply is the best. All in one bill, energy, brodband, sim cards and insurance🙂😄
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Posted 6 months ago
My utility bills have come down and not up since I joined five years ago despite the energy crisis. One bill for all my utility bills, gas, electric, mobile, landline and broadband. Fantastic company with excellent customer service.
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Posted 6 months ago
Unfair Charges and Poor Service Review: I have had a terrible experience with UW. They have taken money from my account multiple times without my permission, even though I was on a top-up plan. They claimed I had an outstanding balance, but I have no idea what for. When I contacted them, they were unhelpful and could not explain the charges properly. It feels like they just take money without reason. This is one of the worst companies in the UK – avoid them if you can!
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Posted 6 months ago
This is where you'll see the real truth about Utility Warehouse. They are a shockingly bad company and one of the worst providers in the UK. They'll charge you and randomly increase your bills out of nowhere and you'll be left wondering. Refund process is a nightmare. I feel trapped with them. Avoid like the plague!
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Posted 6 months ago
Shocking company to deal with, frontline staff just don't understand what you are asking them and say they will call back and never do. Complaints department say they will call and dont
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Posted 6 months ago
Taking over gas and electricity within 1 day not adhering to 14 day cooling off period.
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Posted 6 months ago
I signed up with Utility Warehouse just before the energy price cat effective 01 January 2025. Firstly the unit rates for gas and electricity are excellent, and the standing charges c. 20% lower than my previous provider. My broadband despite an engineer shoddy workmanship was sorted just after Christmas and is working well and with my mobile and broadband I'm saving c. 400 pounds per year just on mobile and broadband. That's the positives. Their billing is atrocious. My transferred meter readings for electricity were wrong when they issued their first bill, and although UW were very responsive to my query confirming they will suspend my direct debit payment for the first bill, they still messed up the correcting bill. Being an accountant used to billing and contract compliance this kind of thing is right in my wheel house and I won't let UW get away with it. They are regulated by OFGEM and FCA and they have a legal duty of care to their customers. If anyone reading this has cause to speak to UW about any issues regarding erroneous billing, when you get through, tell the representative that you want to record the call (even if you aren't) and ask them if they are happy to continue. (They are unlikely to refuse after all as you are a customer and will record their call with you if they had to contact you).
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Posted 7 months ago
They switched me from edf within a day totally ignoring the so called 14 day cooling off period which is everyone has a right to change their mind and cancel.
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Posted 7 months ago
awful company if there is a problem to sort out. Month and months of back and forth just trying to get them to listen to me that there was a problem with my meter. Eventually when they realised there was a problem its been a whole nightmare getting it fixed and trying to get reimburse for overpaid electric for years! They fobbed me off with a 'goodwill gesture' not even close to anything like what I am due. Down to my health and anxiety issues I have had to accept this as I cannot spend another year back and forth trying to get this resolved. Awful company I would never ever recommend to anyone.
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Posted 7 months ago
I regret ever switching to Utility Warehouse. From day one, this company has been nothing but unprofessional, misleading, and completely unwilling to help. They made false promises when we transferred our SIMs, guaranteeing they would cover the early termination fee for an existing contract—a promise they have since refused to honour. Despite multiple calls, emails, and even submitting the exact proof they requested, they keep rejecting valid evidence and pushing me in circles. Every interaction has been stressful, frustrating, and a complete waste of time. heir bills are inconsistent, and the fees they initially promised have never matched what I was actually charged.This company has given me zero trust in their services. They clearly have no interest in helping customers—only in taking their money and dodging accountability.
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Posted 7 months ago
Terrible company. I have just received my bill after a two days trip to Marrakesh that cost me £360 plus VAT roaming charges. I understood that data roaming can be expensive outside of Europe before travelling so I only turned on data roaming for Google maps for a minute to be able to find my hotel. When I told them what happened they refused to lower the charges. This is daytime robbery. I am now cancelling my contract with them never to return.
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Posted 7 months ago
I have been charged more than double what my meter reading was, I asked if the smart meters don't count and haven't really been attended to properly, I can't afford to pay what utility warehouse has charged me and the worst thing is I was charged before I put my heating on just before winter 😭😭😭
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Posted 7 months ago
Very bad experience. Awful customer service, worst company overall.
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Posted 7 months ago
I am writing to share my reasons for leaving UW, along with some constructive feedback regarding my recent experience. Firstly, I have become increasingly frustrated with the persistent harassment via texts, phone calls, and emails encouraging me to install a smart meter. The frequency of these messages has been overwhelming and intrusive. Secondly, I have sometimes struggled to understand the representatives I speak with, presumably due to them being based abroad. Clear communication is important to me, and this has been a consistent challenge. Finally, I find the hold music while waiting to be connected particularly unpleasant, which only adds to the frustration during lengthy wait times. That said, I would like to commend Richard Purnell, based in South Wales, ref. no 0593824 for his exceptional service during our recent conversation. He was helpful, knowledgeable, and understanding, leaving me with a positive impression. Speaking with Richard made me feel slightly guilty for leaving UW, as he exemplifies the kind of customer service that fosters loyalty and satisfaction. I hope this feedback is helpful, both in addressing the concerns I’ve mentioned and in recognising the excellent work of team members like Richard. Thank you for taking the time to read my comments. Date of experience: 24 January 2025
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Posted 7 months ago
Avoid! The worst company
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Posted 7 months ago
Utility Warehouse is rated 1.4 based on 524 reviews