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Utility Warehouse Reviews

1.5 Rating 379 Reviews

12 %

of reviewers recommend Utility Warehouse

Company Reviews

1.5

Based on 379 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier, Own Driver
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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Inept morons, I have been sending my meter readings on the 21st of the month since opening my duel fuel account. A member of staff has just told me to send readings at the end of the month or they will estimate usage. How is that so when they have all the readings of actual usage? They are totally inept. I intend to change suppliers ASAP.”

Posted 1 year ago

“Since switching to this company 16 months ago its been nothing but continuous issues. From the installation date to present date. The list is too long to go through, but currently the broadband has dropped out for the 5th time in less than an hour. This has been going on for weeks. I just want out of the contract. Cheaper tariffs often do not equate to a better service. If its not broken, don't try to fix it. I.wont be doing this again.”

Posted 1 year ago

“I am fed up of waiting to hear from complaints and they are totally incompetent in their internal communication processes. They have wasted so much of my time in dealing with their total lack of tranparency.”

Posted 1 year ago

“Utiliti is misleading people by offering to pay £400 penalties for breaking a contract with other entities. That's what the agent told me. In the herb of this energy supplier. But after two months, debt collectors from mobile networks call me that the final bill plus penalties for breaking the contract has not been paid and my wife's internet provider also demands repayment of debt. And after 2 months the agent it writes to me that I have to pay for everything and they will return the money in the form of energy bills. So I was left with debts and I am the only breadwinner because my wife works on weekends because we have a child. A very cunning lure used by the company. And what's better, I had no other supplier for gas other than Utiliti and I got a bill from British Gas in my name where I was never their customer and I have to pay them £334.87p. I emphasize I was not their customer because I had a contract with Utiliti. Something here in Utiliti does not work. So we have a lot of problems because of this company.He directs the case to the Ombudsman”

Posted 1 year ago

“Switched to Utility Warehouse in January and saving about £100 a month and I love the cashback every month and all bills in one app.. had an issue with telephone line which was sorted in 2 days so great experience !”

Posted 1 year ago

“I have spent months working with UW to try and correct an error they made with our Meter readings which resulted in a significant overcharge. They have had numerous opportunities to issue a correct bill but have failed. They have since cut off our mobile and broadband services and threatened to refer us to Debt collection agencies. Due to their error we are now without broadband access as we try and sort out their mess. Great when we work from home! UWs response? If you don't like it go to the Ombudsman - obviously we have! Never been treated so poorly by a Utility company before...”

Posted 1 year ago

“We asked for information and were thinking about switching supplier. The friendly salesman asked us to visit uw.co.uk/share because he wanted to show us something. uw.co.uk/share is a remote access tool but the salesman did not want to share their screen he wanted to remotely control my device. When I asked him why he needs remote control on my device he answered that he wants to show something. Instead he could have shown it on his own screen while I was watching. There was absolutely no need to request the remote control. In addition to that he did not inform me that he wants to take over control I just read the pop-up before clicking it as I am working in IT-support and am familiar with remote connections. That was so suspicious that I ended the call and the remote session. Scam! Take care and don't let randoms remote in to your devices.”

Posted 1 year ago

“Everything been trying to sort out a problem for 18 months might as well smash my head against a brick wall for all the good you are at customer service”

Posted 1 year ago

“We had smart meters put in just under a month ago. To our horror we have gone from £5 a day to over £10! We all know the prices have gone up. However when we both work 12-14 hours a day not from home, no one else is there. How can it be??? Phoned UW get fobbed off with its the price increase!!!! Nothing has changed every appliance is the same. We have worked out its going to cost £300 A month just for electric alone. Absolutely daylight robbery. Yes they can send a engineer out. If found faulty we don't foot the bill of the best part of a £100 including Vat. Never there fault always the customer. If your luckily enough to get hold of anyone before 5:30 you get the bog standard replies. If you work, like most of us do past 5:30 GOOD LUCK! as customer service numbers are closed. If your luckily enough to speak to a lady called Jayne she will do her best for you. Shame the rest let the team down. Are we going to stay with them HELL NO!!!”

Posted 1 year ago

“I switched to UW in April 2022, my smart meters were changed in July 2022 however despite a one and a half hour wait to commission the gas meter the engineer could not complete the work and had to leave. I therefore had to supply monthly gas meter readings. A couple of months later another engineer visited and spent two hours trying to commission the gas meter again to no avail. Now in April 2023 I still await a return visit by a UW engineer to commission my gas smart meter and this despite many attempts to contact UW seeking a resolution. It is unbelievable that a customer has to wait over 12 months for such an issue to be resolved and it still isn't. I have been fobbed off multiple times by UW over this issue which I find despicable furthermore every time I telephone their customer service dept. I am left on hold interminably. Absolutely appalling service!!!!!!!!!!!!!”

Posted 1 year ago

“AVOID AVOID AVOID AVOID UW ! NO STARS 6 months ago, I requested a switch to UW (the property is a tenanted studio apartment with a single, new electric radiator. I, the landlady and a doctor, pay the utility bills for my vulnerable tenant). An error was made and no. 1 in the close was switched, rather than no. 14, my property. This was acknowledged, an apology was received plus a £20 goodwill payment. However, the incorrect supply address remained on the account until this month, despite the supply coming to my property address. Two more apologies and two more £20 goodwill payments. Until last month, I had not been charged anything (there was a DD set up). Last month, I received a text saying the electricity use was exceptionally high. I knew this was not possible - my tenant was away for the whole month and all electric appliances, except the fridge, had been turned off by me. The bill came through for £2,377.76 !! The bill noted a meter exchange (which had not happened) and a huge energy usage on the new meter. Whose meter ?? Not mine. I photographed my meter and attached it to a very detailed email to the Customer Services email address. No response. I cancelled my DD so the money was not withdrawn from my account. I had an email through saying my unit charge would go up because I had cancelled the DD ! I had to do it to protect my bank account from an erroneous charge. I submitted 3 official complaints by email. No response. I have spoken to numerous customer service advisors who reassure me the error has been recognised and is being rectified. (No-one can find my emails). NOTHING CHANGES. I was asked to send any written information via the on-line Contact form rather than email. I have done this twice - no response. I have received another bill today with more readings from the fantasy smart meter, which is not mine, and threatening that debt collectors may have to be involved re. the £2,377.76 outstanding. I have spent hours writing emails and making phone calls. Can you imagine if my vulnerable tenant was facing this himself ? Never, as a landlady with 5 properties, have I ever experienced anything as appalling and chaotic as this - I am at a loss what to do. So, tomorrow another phone call and another written complaint”

Posted 1 year ago

“If I could give 0* to this absolute travesty of a company then I would. Zero customer service values and intransigent to anything that removes their ability to randomly remove sums of money from your bank account. Four years of being on a budget account have seen our bill go from under £100 PM combined Gas & Elec to over £600 in under a year. When questioned it appears that the billing system is completely incapable of accurately billing, meter reads do not register ( confirmed by them may times ), complaint escalation is useless - as " computer says no" is the only answer you will ever get. Escalations dept. sends deadlock letters in 5 minutes and ignores any reasonable solutions, UW are insistent on having my card details to access a payment plan and refuse even standing orders - this company is beyond suspect. Ombudsman is our only option now.. Absolute shower of S**T.”

Posted 1 year ago

“The boiler service is terrible. They give a time frame and then give excuses like van out of order, etc., without advance notification. I had to reschedule two times, and the boiler service is still not done. I wasted two days of my time sitting at home for the technician. All the customer service will do is reschedule the service.”

Utility Warehouse 1 star review on 18th April 2023

Utility Warehouse 1 star review on 18th April 2023

Utility Warehouse 1 star review on 18th April 2023

Posted 1 year ago

“Absolutely disgusted by this company, our bills were £58 for gas and electric for the month in October 2022. We just got our bill through for this month nearly £450!!!!! Me and my partner work full time and it’s just us two in the property!!!! There is no way this is right, we’ve been overcharged, refunded and overcharged again ever single month. AVOID AT ALL COSTS”

Posted 1 year ago

“Never had an account with them but the previous owner did have. It's been six months now since we moved in and after numerous phone calls etc all by me to them they told me by letter I no longer owed them any money and promised £25.00 compensation for my time and phone calls. That was a month ago To date I've received no money and today I received a letter from their debt collection company threating me and to pay the £180.00 I allegedly owe them . I despair and despise them. Complete waste of time and money and I'm now taking this to a higher authority”

Posted 1 year ago

“To think the company are taking advantage of the governments energy increases. This company is tampering with my smart meter how I watch the meter rating increase when energy is not being used,they took the £60 the government gave to each householder and added it to the smart meter billing me an extra £60 They charge a standard rate of £360 before usage of energy”

Posted 1 year ago

“appalling customer service as no one takes responsibility. they sent me 13 emails in one day and many contradicted each other. Wasted hours trying to sort out an opening read which was photographed and date stamped and they are still disputing it months later. They have no respect for the customer or their time.”

Posted 1 year ago

“Cheating lying frauds - the tariffs they quote to you over the phone don't match the ones they charge you. Avoid Utility Warehouse. They just want to help themselves to your bank account.”

Posted 1 year ago

“If possible I would rate 0 stars. Since joining utility warehouse in December we still have not received an accurate bill. It would appear they specialise in overcharging and making up their own meter readings. We have a dispute ongoing since mid January and still has not been resolved. This is now in the hands on the ombudsman.”

Posted 1 year ago

“Terrible company. Rang them up and said I wanted my smart meters changing back to the old analogue. The woman was quite abrupt and said no you can’t, I said what if I pay she still said no. There is no law saying I have to have smart meters and also I don’t have a signed contract. They said they sent an agreement out in the post but I never signed anything and you have to have two signatures too. I sent a letter to the CEO David Adlam and asked him to answer my questions and reply by post but he didn’t. I then got an email from someone in the team who said they didn’t understand my letter. I said give it to the CEO that’s who it was addressed to. She never replied so I emailed again and she said exactly the same she can’t understand my letter. There was nothing hard to understand in the letter so I replied again. She then deadlocked my complaint so I had no choice but to go the Ombudsman. I sent them another email asking for confirmation of a signed contract and also proof that they supply the gas and electric and are not just a broker. In the deadlock letter she said they did supply the energy. I said that that was a lie. The National Grid provide the energy and they are just the broker so they are making billions of pounds property for doing nothing and people are dying of starvation and freezing to death. They’ve put my prices up and are charging late payment fees. Now got to wait for a response from the Ombudsman.”

Posted 1 year ago

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Utility Warehouse is rated 1.5 based on 379 reviews