If you want an honest review, read this! Absolute shower of muck! Never experienced such poor service and disregard for customers in my life. At the time of joining Utilita, I did so as I worked for Utilita and we had a staff discount plan. Thought id take advantage of it, but a massive mistake that’s caused problem after problem. I was a member of staff and have experienced ridiculous service, so I genuinely feel sorry for a regular customer of Utilita. Firstly when switchover date happened, I was set up on an incorrect tarrif which left us without off peak hot water and heating, the tariff was incorrect and I wasn’t on a staff discount plan. Took several hours on the phone to try and rectify, managed to get the off peak sorted, but tarrif was still incorrect. Secondly, after utilita took over, it caused the meter to some how become faulty, and they well and truely messed up my meter reads. Phone call after phone call, I tried to explain my meter is faulty and the reads you have are incorrect. Tried to get it resolved and have a meter replacement, but probably easier trying to get blood out of a stone. I’ve put in a complaint and it’s now somehow disappeared from their system. After a month of no resolution and simply becoming so stressful, i moved away from Utilita and went with another supplier. The new supplier came and changed the meter within the first few days, and I finally have correct readings. Since then, the ve had incorrect bills from utilita and demands for payments. The icing on the cake is they have sent me a bill for £1490 during the 7 week period I was with them!! They believe I have used 1963kwh during the day and a massive 8450kwh on my night usage in 7 weeks! Absolutely crazy and they refuse to listen and rectify their mistakes. I’ve even paid them £300 for the time I was with them, and if anything, I should be due money!. Received the bill today, and to add insult to injury, I’ve a £30 late payment fee added. I’ve honestly spent so much time with this shambles of a company, passed from pillar to post, put official complaints in and told things would be sorted. Yet still, they do not care, and will chase you for money you don’t owe. I honestly would recommend that no one touch them with a barge pole, and feel sorry for anyone else having to go through what I’m going through with them.

Worst ever. No answer on chat, phone, emails, online forms. Wasted hours over 2 weeks now trying to speak to someone over change of tenancy to activate prepay meter to get power. In this freezing weather too. Use another energy provider if you can !!!! Utilita: Don’t reply to this with your general phone number it’s a waste of our time, too few people get through.

Only sign up with Utilita if you want.... To wait on the phone for hours to end up frustrated and with no resolution. Smart meters installed by them after months of waiting that don't communicate, meaning you are forced to top up rather than pay by direct debit. Engineers who either don't show at appointed time or, if they do, are not the sharpest tools in box (being kind). An offshore call centre that is more focussed on getting you to do things their way than solving your problem. Dreadful customer service in every way. If you're up for the above, use Utilita. If you want to deal with a company that cares, go elsewhere.

Disgusting company..They blocked my attempts to change provider THREE times. Every time I called them the so called customer services, I couldn't believe how rude those people were. Glad to say ombudsman service sorted my problem out. Now I await the written apology and a small compensation cheque. AVOID UTILITA AT ALL COSTS

This is an e-mail we sent to Utilita on 23 April. We have an ongoing dispute with them over our account. They do not reply, they ignore our readings and all we want them to do is sort the account out and pay back the overcharge into our account. We have removed personal details from this review. Dear Sir, I wrote to you last on 26th March 2020 to complain about the on going, inadequate treatment we have received from you as clients. Since then I have been unwell, so have been out of action – hence our lack of correspondence! To summarise, we have received and continue to receive invoices for hugely, unbelievable amounts and occasionally we receive large credits! In my mail of 26th March I requested that you take our most recent meter readings and issue correct invoices and credits. At the same time I requested that you immediately pay the overcharge into our bank account. Typically, we have received no response from you! We realise that your company tends to completely disregard meter readings and sends bills based on ‘your estimation’, this is not good enough! I have below given our up to date meter readings, I would like you to simply account for our usage and advise us of the correct amounts owing to us on our accounts. This should then be transferred to our bank account, details of which we have previously sent to you and which are once again shown below below. We were definitely very much in credit on our accounts when Eversmart went down and in fact received a letter from you stating this months ago! I understand that the problem has been further compounded by the fact that the gas meter for number 1 ...... has been changed. We have sent photos, as requested of the gas meter more than once and as is your way we have had no response. This clearly is not good enough. It is not our fault that ‘Eversmart’ changed this, we had no say in the matter. We would like an undertaking from you that you will in future only charge on readings given. We realise that your profits are increased by this practice, but that is also totally unacceptable. We have been told by your staff in a letter that as we are unhappy we can refer this to the Ombudsman, but that takes time and all we want is for you to run our account as any respectable company should. Our meter readings today are as follows: We have two properties and here we inserted the house address and meter readings taken for gas and electricity. Our bank account details are as follows: Here we gave details of the account to be credited. This problem has remained unresolved by you since we first complained in October 2019, which is totally unacceptable! The only activity we have had from your company is when we posted a complaint on trust pilot. If we do not receive a positive response from you within the next 7 working days we will post a new review every day thereafter until this account is settled!

It is a hassle. Constantly being told that any balance has been paid off to then be added more that is being plucked out of thin air. They cannot get my address right after many many many many attempts to do so. Each person that I speak to has different information to give me on my account and the balance on it. I have to keep calling them and be on hold for 30 minutes at a time often 3 times calling one after the other. It has been a chore and a waste of my life for someone to tell me, well that's how it is.

This company are an absolute disgrace they are extremely expensive. I was with a company called Eversmart who went bust last year. I was placed with Utilita who informed I didn’t need to do anything as nothing was going to change. I heard nothing for 4 months then received a bill which was massive I contacted them but they said I was on the lowest tariffs. I asked why I was not given the opportunity to move to another company, they said they had sent me a welcome pack out which I have not received. I have since asked on three occasions to send me a welcome pack but still haven’t received one. I am in touch with the ombudsman to resolve this issue.  It’s a disgraceful way to run a company. Avoid Utilita at all costs.

Utilita are the worst, they never pick up the phonr or get back in touch (not even via email) if you move into a property with utilita already there, youll end up paying for previous tenants debt. How can a pay as you ho meter have a debt?? The poorer/ lower wage earners always getting screwed.

I try give an honest and non bias opinion when I write reviews. I joined Utilita back in Jan 2019. From the onset, I realised they had a problem with the time it was taking to answer the phone. I contacted them(eventually), and was told that Ofgem had off loaded them a bankrupted energy company and they were overwhelmed with new customers. They apolagised and said they will be getting new customer service agents. I had no reason to contact them again till about 6 weeks ago (Sept 2019), and I realised things had not improved; in fact they have got worst. From reading the complaints on Twitter, people are being put on hold for over 1hr. In some cases up-to 3hrs. This is clearly unacceptable but it seems Utilita does not seem to care. I sent them three DM messages which I've posted below. To be honest with you, calling customer service is a joke and you know it. Every single bloody time you call your put on hold, sometimes for up to 40 mins. This has been going on for at least a year. The 30 sec loop of music your having to put up with does your bloody head in. I guess, none of you have rang your own customer service no. and listen what your " customers" have to put up with. I belive your level of staffing is a joke. To be put on a 15 min hold at 8. 15 in the morning is not acceptable. The person I spoke to, told me there was 20 staff on and admitted that customers have been complaining about the long wait. Clearly you have a problem and because of this, I am seriously thinking of leaving. If you are having issues with the long wait for cust service then you NEED to address it. Firstly: please change the awful repeated music when you're put on hold. Have a listen to it yourself and then you know what I mean. Secondly: have a phone system that let's you know approximately how long you may be on hold. Scottish Power, which I left to come to you, have a great system. When you call them, they give you an option to get a call back. It let's you know, how long the wait and when to expect a call back... brilliant. Finally I would suggest you and management team listen to your customers and especially the tweets. So many people tweet about the long wait and yet, you seem to be doing nothing about it. Ring your own customer service no. and listen to the music we have to put up with, And, how long we have to wait. Management must of seen this coming as its been going on for over 10 months. It does not take that long to train staff to answer the calls to a decent standard. So I guess this as to be about money saving. I must emphasise, this is clearly a management problem and not the overworked call agents. Please try not to be rude or swear at the call staff. Ask for management-which is your right and then vent your anger on them... they deserve it. As I said, I try to give an honest and non bias opinion. The biggest problem with Utilita is the awful customer service. If they step back and look at themselves, they will realise they have a problem which seems to be escalating week after week. Understand Utilita, customer service, to me at least, is far more important then cheaper bills. Sort that and you'll be on a winner. Remember, it's not all about profit. Sometimes your customer has to come first.

I have had to record one star as it was not possible to have no stars which would be a more accurate reflection of this organisation's attitude to customer care.

I have been a long time customer but have found their customer service plummet of late. Had a fake debt of 1100 put on my meter. I have a disabled son and am currently without benefits whilst waiting for am appeal. Had to put the last of my money on electricity as the company took towards fake debt and now they are happy to let my disabled son starve today. Absolutely disgusted and will be changing supplier without delay..... check your accounts people 

My mother is 70 years old and received a quarterly bill for almost £800! I do not dispute the costs, what I am terribly appalled with is that they wouldn't communicate such a massive bill, where on earth will my 70 year old mum find £800 at short notice? This has upset her beyond belief and I think its disgusting that Utilita didn't inform her of the costs before they became so extensive. We have switched suppliers now, I would NOT recommend Utilita whatsoever!

Such a waste of star. This is the worst example of Customer Service I have ever received. Today tried to call them re my customer reference number in a loop of same questions three times. Switching back to previous supplier. Sales person quoted one figure already reached have of that an less than three months into the switch!! I still have no account number so I do not know how Utilita can contact me. Prices quoted too much. Not to be trusted.

Awful company! I tried to switch and they blocked the switch saying that I hadn't paid my final bill - they didn't give me a chance to pay it as they never asked/told me what it was; just blocked the switch! Since then, I've now received another 'final' bill (after paying the other final bill!) Only this isn't an invoice for the money - it's a warning that further action will be taken if I don't pay within 7 days. Isn't it normal to inform someone about money owed before telling them that they will experience 'further action'? I have not received any prior communication about any money that I owe so why am I getting a threatening letter out of the blue!? Both instances involve Utilita not sending me a bill but expecting me to pay money owed - sorry, I didn't take the mind-reading course when I signed up to Utilita! I'd also love to have a breakdown of where this new bill comes from - I guess that, like the decency to expect a bill before a threatening letter, is outside of Utilita's remit!

Switched to them as they were the cheapest provider and things went wrong from the start. Their temporary key did something to the meter and although credit was showing I had no power. Contacted them and a fitter was booked to attend in 3 hours. Needless to say no fitter arrived until an hour and a half later when I had had to leave for work. As they ignore emails for at least 5 days it took 10 days to get the meters fitted leaving me with no power and as a boiler needs electricity no hot water/heating until then. Then when they are fitted they weren't commissioned so I couldn't top them up so had to contact them again and wait for another fitter to come. I have received many voicemails from them but oddly enough the phone never rings and because of this told them not to call as I don't like waiting for the minimum 15 mins to get hold of someone to be treated like an idiot and lied too - apparently never told them I had no electricity. You know how easy it is to miss the fact the lights don't come on and you don't have hot water. They seem incapable of following the 'do not call' instruction that's supposedly on the file and phone - well they don't I get voicemails. They appear very keen to avoid putting things in writing and have largely ignored my emails and am starting to believe that they use software like slybroadcast so you have to call them back. Once its been resolved by the Ombudsman (as there's no way its going any other way due to their incompetence) I'll be getting shot of them.

Switched to Utilita from Bulb in October 2018 because they offered me a cheaper tariff. Had problems from day 1. Smart meter was scheduled for install on 30th Oct. When engineer arrived he had brought the wrong type (we are on Economy 7). Appointment was rescheduled for 8th Nov. Engineer brought correct meter this time but that night our storage heaters did not come on leaving us with no heat. To cut a long story short it took until the 13th Nov to get someone to come and put us on the correct tariff. This included numerous calls from me being left on hold for 80% of the time and several missed appointments. Staff are very pleasant on the phone as were the engineers but the organisation as a whole are hopeless. Once I've claimed my compensation for this missed appointments will be switching back to bulb at the earliest opportunity. Wish I had read the reviews here before I switched.

I informed Utilita my prepay meter had failed on 09/08/18 An appointment was made for 16/08/18:to rectify Engineers arrived within timescale on 16/08/2018 Engineers hummed and harred at meters,I explained not to do any work if could not complete and transfer balances correctly, one engineer telephoned accounts it took around 15 mins they proceeded to remove electricity meter, gas meter defective smart meter and replace at the end of work they said to ring Utilita accounts to reinstate correct balances Utilita unable to do this without organising revenue investigation Feeling misled and annoyed I raised complaint and downhill from there Utilita do not follow there own complaints procedure The complaints staff have no empathy or customer service skills and probably feel more important than what they are with their titles of 2nd tier complaints handlers After numourous phone calls with long wait times and discovering no actual meters reads since joining in 2013 and leaving on sept 6th 2018 due to total lack of confidence in Utilita I do not think Utilita staff have the ability to resolve amicably as suggested in trust pilot, Andi feel recovery of my advance payment for product and services being recovered via a county court judgement action and Utilitas licence failings with regards to meeter reads being reported to OFGEM when this ridiculous 8 week resolution rule ends on 16/10/2018 If customer care and decency is a criterium in your switching choice AVOID UTILITA My switch to BULB went perfectly and well explained and a welcome email to value your custom Many things can go wrong when dealing with customers and it's how a company reacts and remedies on that score Utila has failed