The Utility Warehouse www.utilitywarehouse.co.uk Reviews

The Utility Warehouse www.utilitywarehouse.co.uk
★★★★☆
3.6
70.0% of users recommend this
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Latest Reviews

“Sham artists - Totally Inept Business”

★☆☆☆☆

written by MatildaJordan on 17/12/2023

The WORST Energy Supplier - SHOCKING! What a shambles, sham artists and misleading to say the least. Only live in the property two - three evenings each week, stated that the Gas meter is not reading and they will get it sorted in October 2023. Still no sign of the repair and initially agreed on £40-£50PM charge due to the duration of the occupancy of the one bed house, they are now sending me monthly bills of over £100.00 each month. Have contacted them on numerous occasions to rectify our initial discussion but keep moving me from pillar to post with no resolution. (The previous tenant suffered severe anxiety due to bills in excess of £5k which resulted in a breakdown because they are not fulfilling what they said they were going to do in supporting and committing to the initial promises). They also "demanded" that I send them an initial £100.00 to get the account open from July this year (this is in case there is an issue with payment - Unbelievable) I have never experienced anything like this. Wake up and PLEASE avoid this inept set up. British Gas is better by a canter!! and that pains me to say this.. Unfortunately I am going to have to name the people that I have spoken with on the next review on Trustpilot in 7 days time if this is not resolved. So much anxiety, so much stress - totally unacceptable.

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“Boiler cover don’t bother”

★☆☆☆☆

written by KaylynnCarver on 16/12/2023

I pay to have boiler serviced , so booked my service engineer was here 10 minutes took few pictures then left I pointed out that I think one of the pies is leaking as I can hear the dripping when heating on, out come engineers yes is radiator totally corroded but your cover doesn’t cover replacement radiator! While they doing the removal one of the engineers said oh you really need to have boiler services it’s leaking out of every connection rang up, to get service to be told you can’t have one as one was done a week ago? Since when is taking few pictures a service why am I posing for this! Don’t bother using UW go elsewhere and get actual service

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“No Refund”

★☆☆☆☆

written by Phildec on 12/12/2023

I am £1700 in credit and they won't refund - awful company avoid at all cost

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“They are taking money from my mum. Her insurance...”

★☆☆☆☆

written by Jonathan319 on 15/11/2023

They are taking money from my mum. Her insurance company canceled the policy, provided by UW. In the UW policy it states that if the customer cancels they will have to continue paying until the policy ends. In this case the customer did not cancel, the company did. Yet they continue to take her money. Even after several complaints. She is listed on their system as vulnerable. They tried to plicate her with £32. Disgusting. Avoid Avoid Avoid

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“Billing Woes and Customer Service Frustrations”

★☆☆☆☆

written by Hickmankf313 on 28/09/2023

I am penning down this review with a sense of disappointment and frustration. My association with UW dates back a few years, and for the most part, it was uneventful and pleasant. However, recent experiences have left me with no choice but to voice my concerns. In April 2023, I opted for a smart meter installation, which promised convenient, accurate billing as my meter readings would be transmitted remotely to the energy company. To my dismay, the first bill following the meter exchange totaled an astonishing £4,379.83 (comprising Gas-£4,379.83, Electric-£271.66, Broadband-£40), it is also worth noting that I live in a 3 bedroom house, with my wife and 4 children (age 2-10). This amount was wildly inconsistent with the readings reported by my smart meter. Engaging in numerous phone calls with UW, they eventually revised the bill to a more reasonable £290.91, accompanied by assurances that my subsequent bills would accurately reflect the smart meter data. However, my astonishment knew no bounds when my August bill arrived, once again bearing no resemblance to the data from my smart meter. To be precise, my smart meter indicated Gas usage of £43.05 (471KWh) and Electricity usage of £91.14 (252KWh), totaling £134.19. However, UW's bill amounted to a staggering £870.51, with Gas accounting for £780.30 and Electricity for £90.21. This glaring discrepancy prompted me to file a complaint with UW, both via phone and email. To ensure a documented record of my grievance, I initiated the email complaint, but unfortunately, the responses I received were far from satisfactory. In one of their email responses, UW claimed, "We haven't received an up-to-date meter reading from you or an engineer for a while. This means we’ve been estimating your usage during that period." I promptly reminded them that I had been informed my smart meter would obviate the need for me to manually submit readings. I even included previous bills that clearly displayed smart meter readings. Yet, their email responses continued to be perplexing. Frustrated with the lack of resolution, I resorted to contacting UW's customer service via phone. During these conversations, UW's representatives insisted that the exorbitant bill of £870.51 was accurate. This assertion left me incredulous, especially when they mentioned recalculating bills dating back to December 2022, despite the meter exchange occurring in April 2023. My second complaint pertains to how UW handled my initial grievance. After numerous calls with UW's complaint team, they remained adamant that the £870.51 bill was correct. They offered me a mere £100 and a payment plan, which I deemed unacceptable. Subsequently, they revised their offer to £150, still accompanied by a payment plan, which I also found inadequate. This impasse led to the issuance of a deadlock letter by UW. However, the content of the deadlock letter was starkly different from the essence of my complaint. In the letter, UW claimed to offer me £300 as a goodwill gesture, a stark contrast to their previous offers. I immediately responded, pointing out the discrepancies in the deadlock letter, only to receive a response the following day, simply reiterating the deadlock status and suggesting I escalate the matter to the Energy Ombudsman. This entire experience has left me deeply dissatisfied with UW's services. While they may claim to be the cheapest energy company, the manner in which they handle billing discrepancies and complaints suggests otherwise. I would advise caution when dealing with this company, as they appear to employ tactics that may not align with their purported commitment to customer satisfaction.

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“AVOID!! ”

★☆☆☆☆

written by SullivanCraig375 on 25/09/2023

Moved house and UW was the existing service provider and unfortunately got stuck with UW for 7 days until the switch could be made. I have so far spent almost 2 hours on the phone over 3 separate occasions trying to sort out UW's multiple errors. Meter readings were substantially inflated TWICE, they have tried charging me for the full month when I am not their customer. Today's phone call was the worst phone customer service I have ever received. Online systems don't work. Emails take weeks to be responded to and then aren't actually linked to you account. Received multiple bills of different dates all at the same time, one threatening debt collectors for a bill they clearly didn't post straight away. And since the second 'amended' bill came back with the exact same ££ as the original disputed bill, just with the gas & power figures moved around, I find it hard to believe this company is legit. Never had so many issues with a company before.

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“Electric turned off ”

★☆☆☆☆

written by Atticuso436 on 25/09/2023

UW have stopped supplying electric to my house 4 days before the transfer to my new supplier takes place. I have phoned uw and been lied to on the phone by their representatives. This is absolutely disgusting and surely illegal to leave someone in a house with no electric supply. Especially going into the winter months. I asked to make a complaint on the phone and the representative was taking the mick. May I ask what the complaint is? I think the fact of being left with no supply. I'm off to also speak with trading standards and a few newspapers. Imagine if this was your mother or grandmother they had done this to?

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“Utterly utterly ****”

★☆☆☆☆

written by Maurer243 on 02/07/2023

Don't Terrible communication, 3 months to reply to an email, 6 months to sort exported electricity.

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“Caused Mental Health Trauma”

★☆☆☆☆

written by Mohammad63 on 14/06/2023

We have moved into the property 3 months ago and you have failed to create an account for me ddespite me sending you documents 10 times and calling you 2 times a week for the last 10 weeks for 1.5 hours and talking with a maximum of 7 different people in one phone call, you have miserably failed to open an account and bill myself for my property.In the mean time you have kept billing my landlord for the period which has created unncessary complication and misunderstanding and headaches requiring 3rd party intervention. This has eventually made my days and nights terrible and caused severe mental health complication. Eventually you have still not been able to create and account and bill on my name and I am not able to take it any further with you and would like to request you to cancel my account. I will make my own arrangement with the landlord. Please cancel my account and remove me from any direct relation with Utility Warehouse as soon as possible. On request of my landlord someone called me yesterday to confirm the cancellation and kept me in the phone call during my working hours for 35 minutes and still was not able to cancel it and then the phone call dropped and no one called me back. This is a complete harassment!

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“Bad boiler service”

★☆☆☆☆

written by Alcuino on 18/04/2023

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.

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“Dawn were great customer service ”

★★★★★

written by Chrislfc1 on 07/04/2023

Hi spoke to a lady on customer service,my partner after being sent on a merry go for a couple of days to different parts of dorset and Devon trying to obtain a key unsuccessfully, and got us a link to a shop in Bridport the lady on the phone saved the day ,thank you to her. Cheers

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“New Smart meter that doesn't work & UW won't fix it.”

★☆☆☆☆

written by DavidWaugh2 on 05/04/2023

Two new smart meters fitted Sept 2022, but with repeated ( incredibly) high estimates on my account for gas for last six months I asked why there were no actual readings on my account. Seems the meter has never worked. I was asked to supply a manual reading from the meter which was then not accepted, as it was 'too low'. As at todays date they cannot arrange for a guy to come and fix it. Furthermore they refuse to revisit or alter the outrageous estimates I am getting. They pretend to have 'Customer service'. Until now I had always been a fan of UW, but their resolution of this matter is worse than useless. Emails are answered with standard texts and any call to their customer service department means a very long wait with no good outcome. UW in my view have totally lost their way. I now regard them as a totally dysfunctional business.

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“Minimum customer service ”

★☆☆☆☆

written by Gregory497 on 04/04/2023

From my personal experience, they are very not honest and not providing the minimal customer service.you saving 1 and loosing 2. Don't fall into they trap.

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“I have 2 different bills for same address Same person...”

★☆☆☆☆

written by Nthappt on 17/03/2023

I have 2 different bills for same address Same person same address 2 bills With different amounts to pay. I’m in one in credit £533 till now no cheque No transfer of credit and the other I must pay £741 I bought the property November completion 9th November I been in my property 3 weeks in total days . Everything is switched off I changed to eon and British Gas And yet I’m still sending huge stupid bills . And now letter with reminders to pay They more expensive then other company that’s provide gas and gas electric. Poor customer service. I have passed the details to ombudsman

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“Avoid. ”

★☆☆☆☆

written by UnderARoof on 11/03/2023

AVOID UW ! NO STARS 5 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. Ombudsman here I come

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“Appallingly bad”

★☆☆☆☆

written by IhateUW on 23/02/2023

Joining UW was the worst thing we ever did. I will never forgive the friend who signed us up. We have wasted hours of our lives on the phone trying to sort out all their constant billing errors. Customer service is awful- they never call back when they say they will.

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“contact with this comp is very bad dont join.”

★☆☆☆☆

written by mwc43 on 20/01/2023

So i just joined for the first time a few days ago and account still pending, after reading so many extremely bad reviews about customer service. i now can see why, i am clad i have today decided to get as far away as possible from this company. i have tried on the app and web site to cancel the agreement which as stated i am legally entitled to do with in the 14 days cooling off period but you can not web chat, emails can take up to 2 days to see a response. i don't want to spend my time ringing these people, honestly i can see why so many people are complaining this company would be awful to deal with in an emergency and so many complaints of smart meter issues every one should be going back to the standard non smart meters were its a basic meter and you record it each month, smart meter rubbish. I have cancelled my direct debit as this company is not getting any of my money and do not wish to join them. So utility warehouse if you read this i have cancelled my pending joining request to be with you. My advise is you really need to sort how how you poor customers can get a response when contacting other than email. the app is rubbish as well as trying to make contact. All I'm getting now is>>>>>>> This is an automated reply, please do not respond to this email. Unfortunately we are not able to respond to your query via email, please contact our sales team.

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“Utility Warehouse took my money”

★☆☆☆☆

written by JamiecRyan on 16/12/2022

Been living in my house for 10 months and UW were the incumbent supplier. Towards the end of November they charged me £395 for electric I called to say there must be a mistake and i was told that it would have to be referred to billing but it was confirmed that no money would be taken until at least 18th December to allow investigation Almost a week later i called back for update and was told there was none and again confirmed no money would be taken till 18th Dec on 1st December they took the money from my account Called to complain and spent an hour on hold whilst the UW help-desk went back and forth between billing and me. Then the tell me they find and anomaly on my account and need to investigate Called back on 5th and was told the bill was correct. They said that even though they had a meeting reading that i supplied which they can't fins and the one supplied by the previous owner they have decided 10 months later that this reading is incorrect and decided that a deemed reading of 1200khw less than that given was what i should be charged for. That deemed reading was 4129 the readin supplied by th eprevious owner they confirmed was 5329. I have a photo of the meter on 25th may which reads 5903 when i gave a reading as the smart meter apparently wasn't reporting. So they are saying i used 1774khw between 14th feb and 25th May. This morning its 6777. So so in 6 months i've used less that 1000khw but they are telling me they have deemed that i used nearly 2000khw in 10 weeks What makes it worse is the smart device used to show the same usage as the bills for the last 5 months but yesterday that also changed and has random khw readings that don't tally with the smart readings. Spookily 24 hors on from that it now can't display any information. Strange as i only told them this week that the smart meter device didn't support what the were saying as previously i could see the khw used in Feb, March April and May, but now i can't. Bit of a coincidence Its an absoulte disgrace in my opinion that they have a meter reading from the previous owner (plus the one i gave they have no record of) but have for some reason 10 months later they decide that reading is incorrect have come up with a deemed reading instead, and a deemed reading h as it turns out is just someones guess update on 16th December Was supposed to get a call back on Tuesday with an update but no one called Called UW Wed and Thurs and each time the advisor said they sent a message to their colleague to call me back but still haven't spoken to them Called again Friday morning and been told the same thing that they have left him a message to call me back....lets see but i won't hold my breath

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“AVOID THIS COMPANY AT ALL COSTS”

★☆☆☆☆

written by st247livecouk on 14/12/2022

AVOID THIS COMPANY AT ALL COSTS Hours and hours and hours in a queue waiting to be answered, this is no exaggeration, you have been warned, and then to be deliberately disconnected, This company left me and my 4 kids to freeze on the coldest night of the year 12/12/22, with no heating, no hot water, and no gas to cook. Still no gas at the time of writing this 14/12/22 What do I have to look forward to, more hours in a queue to get an explanation?

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“Unknowingly cancelled our broadband!!! ”

★☆☆☆☆

written by Sophfit on 06/10/2022

After noticing that our broadband wasn’t working last night or this morning, I have spent nearly 2 hours on the phone (mostly on hold) trying to sort it. It has become clear that there has been a huge ‘cock up’ their end and they have mistakingly disconnected our broadband AND without any warning that this was going to happen. Even one of the reps acknowledged that it was an absolute mess!! Nobody seems to know how to deal with it and the only response I am getting is that someone will be in touch in the next 24-48 hours to organise a new installation between 8-20 days!!!!!! I am absolutely outraged as this will have a huge impact on my whole family’s ability to work. We have only recently signed up to UW and I have not been impressed at all. Most certainly would not recommend and will be looking for earliest opportunity to leave!!!

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Asked by abwgolf on 11th December 2016 Report this content
Is this company any good?

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Answers (4)
Report this content Budburybook Written on: 14/12/2016
I am very pleased with the service they offer. They provide me with Electricity, Gas, Phone, Broadband and Mobile Phone. As a result I get a good price for the services I use and any support I have needed has been good - the support is provided in this country. I am also able to reduce my bills by using a clubcard when I go shopping. Well worth investigating.
Report this content Trudy Bell Written on: 14/12/2016
We are very please with Utility Warehouse, have been members for three years and never been dissatisfied . The more products you have with them, the cheaper the rate. We are gold members and don't think we could find our bills cheaper anywhere else. We had our light bulbs replaced for LED's for free and that will also cut the electricity bill. Great customer service. Well done Utility Warehouse.
Report this content mi12121 Written on: 21/09/2018
no good at all
Report this content mi12121 Written on: 22/09/2018
they must be paying people to say this company any use at all
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Asked by nealhunt on 16th March 2015 Report this content
My mothers has solar panels and has just received a march bill for £179 she has had estimated reading for the last 3 months which she paid approx £50 per month. My question is with solar panels where does she get her input refund from and does she have to supply UW with her recyclable energy readings? She is frail and doesn't understand the system so I'm trying to sort it out for her. Thanks

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Answers (5)
Report this content Andreaharg Written on: 18/03/2015
She needs to submit both electricity readings (generation meter from solar panels and her usual meter) monthly via the clubhouse or over the telephone, the money generated from the solar panels will be on following months bill
Report this content Angie1985 Written on: 18/03/2015
It's the government who pay the Feed in Tariff payments on recyclable energy - usually via the utility company. But they need to know how many units she has generated in order to pay out. So yes, she does have to provide a meter reading from her solar generator. If you're doing it for her then I suggest you take a photo (mobile phone photo is ok) showing the reading and emailing it to UW. This should be every 3 months - or monthly - if possible so the payment on solar generation is accurate. It will obviously generate more in the summer than the winter due to sunlight hours.
Report this content jlgraham Written on: 18/03/2015
As per Angie1985 says. However you can always call customer services of Utility Warehouse and speak to them you will need your Mum there to give permission for them to speak to you. Hope it all gets resolved satisfactorily.
Report this content Delboy_Two Written on: 19/03/2015
The figure you stated is oviously an estimated charge and the monthly payment is more than likely her budget plan but without any of the meter readings it is virtually impossible to get anything acurate, as for the energy input as you call it which is properly called the generation meter which should be situated in with all the solar panel boxes and this is important as it tells you how many units of electricity your solar panels have produced, as with my generation meter during the winter months Nov - Mar is really low and is below the units of electricity that I have used so you don't get any benifit from the solar panels that should be recouped during the rest of the year. Phone Uttility Warehouse and speak to the Energy Team who I have always found very helpful they will be very obliging but make sure you have got all your meter readings and membership number at hand, without the imformation it is stalemate alround. All the best.
Report this content mi12121 Written on: 21/09/2018
wasting your time asking them not interested
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Asked by N32050 on 6th March 2015 Report this content
If I am currently with Virgin and I take internet and home phone with The Utility Warehouse, do I have to pay £24?

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Answers (5)
Report this content Andreaharg Written on: 10/03/2015
Yes you will need a new line the £24 can be added to your bill £1 per month
Report this content Angie1985 Written on: 10/03/2015
It's a one-off payment for a new line to be installed. Then your existing number with Virgin can transport over to the new line. That's the thing with Virgin - when you have your phone with them you're stuck with only their system and if you want to switch to anyone else you have to get a new line installed! At least with Utility Warehouse they heavily subsidise the new line installation charge so it's only £24.
Report this content thetruthseeker89 Written on: 10/03/2015
I wouldnt bother going with the UW unless you want to be tricked and have a useless phone and broadband line. Better to shop around as the UW are no good plus their customer service offices close at 5.30pm.
Report this content daddyt Written on: 10/03/2015
Personal choice, don't go with uwh, find a different company I went back to bt, again personal choice
Report this content mi12121 Written on: 21/09/2018
they are sure to charge you more then send debt collectors in
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Asked by luckna on 27th January 2015 Report this content
I have lost my gas card and I am on pay as you go. I have got young children in the house and only £5 left. I can't seem to get hold of anybody on phone. What can I do? Please help!

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Answers (7)
Report this content 12678 Written on: 28/01/2015
all I can suggest is that you keep trying to contact your supplier who gave you the gas card failing that perhaps your local citizens advice bureau can help you to sort it out. if you do go to cab make sure you have detailes of who provided your gas card then they can contact them for you I hope this helps.
Report this content KeithfromKent Written on: 28/01/2015
Honestly, I have never heard of a gas card, and I suspect that you are paying a lot more than I am for heating. Phone utility warehouse and change your supplier. You can pay by direct debit monthly so it is still pay as you go. and cheaper I suspect.
Report this content JB1949 Written on: 29/01/2015
If The Utility Warehouse is your gas supplier they will provide you with a replacment key/card. You can contact their customer service department between 09.00 and 17.30 Monday to Friday or on Saturday between 09.00 and 16.30. You will need to provide them with your name and address. I think that if you have an emergency (which it sounds as if you have) they may be able to arrange for you to collect a replacement card from a local shop - but I am not absolutely sure about this. Hope this helps.
Report this content Andreaharg Written on: 29/01/2015
Call the pre payment number they should be able to help you :)
Report this content JB1949 Written on: 30/01/2015
Contact your gas supplier and, in an emergency situation like this, they should be able to arrange for a replacement card to be made available for immediate collection at a local shop or Post Office
Report this content thetruthseeker89 Written on: 10/03/2015
Change supplier ASAP! I despise this company with a passion! Each and everytime I write a review on here they somehow manage to get the review deleted!! Change change and change.
Report this content mi12121 Written on: 21/09/2018
woa what a surprise if you do you will get no-where
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Asked by chelsiejade on 28th March 2014 Report this content
How do I know if I have been accepted for a mobile phone contract? I have only had 1 email saying my order has been processed, please can someone tell me? Thank you.

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Answers (4)
Report this content conorcrrll Written on: 31/03/2014
They credit check you on application. If it says processed you will have been accepted. If not sure though call them up. You should have an account number on your email. Hope that helps
Report this content Eric Rice Written on: 31/03/2014
Hello, it may be just a question of time delay, by this I mean that the process of acceptance may take a little longer than up to now. A possible other reason could be poor administration. I really doubt that this is the case because for the ten years or so that that I have been one of their customers I have never been affected this way but nevertheless it's a possibility. Have a look at the date that you first made the application for the mobile phone contract and consider if it may be possible that another week or so may be needed. Another consideration may be the sim card situation. Ask yourself two questions: 1. Do you want a new mobile phone number? or - 2. Do you want to transfer your existing one to the Utility Warehouse ? Lastly, you could always contact them and ask them directly; their direct land line phone number is a free number. Alternatively, they have their own website which is very comprehensive and , in my experience, very helpful. I hope that this advice helps you, good luck.
Report this content MotherMcgoo Written on: 31/03/2014
I don't know as I haven't yet taken out a mobile phone contract with them. I have this free phone no for customer service if it's any use. And if you're calling from a mobile u can dial the 0800 buster no. first so you don't get charged for the call. Hope that's of some help.
Report this content Norbee Written on: 01/04/2014
Your question tells everything about UW customer care quality... Run away while you can! Been there seen that, worse nightmare ever had!
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Asked by Babyboots85 on 18th January 2014 Report this content
I just wondered how long it takes to recieve the sims as we have had two on the double gold?

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Answers (1)
Report this content davespencer11 Written on: 20/01/2014
Not long; usually about two weeks
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