First Utility Energy Supplier www.first-utility.com Reviews
Latest Reviews
★★★★★
“I must be with another First Utility - mine are great!”
Written on: 18/05/2013
I searched for reviews on First Utility as I had a very large amount taken our of my account with no notice (I pay by Direct Debit). I was really concerened, Having read the reviews I expected to have a real battle on my hands and end up being ignored, but I found the complete opposite. It took a while to get through on the phone, but no longer than with other companies. The people I spoke to couldn't have been nicer or more helpful, The issue was resolved on the spot. You couldn't ask for... (read more)
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★☆☆☆☆
“Truly horrific- Steer clear!!”
Written on: 15/05/2013 by Louis1969
Awful from day 1 of transfer! Direct debit set up failure, estimates used when meter reads issued, threatening demands for monies owed, debt collector threats, C Services take approx 40 mins to answer telephones, inadequate & incorrect information provided, constant emails, texts & letters demanding money, then when I finally got through to settle final bills (I had requested a transfer to another company) I pay in full to receive a letter saying I still owed full amount paid! Now I have an... (read more)
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★★☆☆☆
“Discount Payment”
Written on: 07/05/2013
Overall not too bad, but then all I do is send them my readings every month and they send the bill and take the payment by direct debit. However, trying to get my discount payment from them is like trying to get blood from a stone. All through the year they put on the bottom of the bill that the payment will be made within 28 days of the March bill. March bill arrives and it has suddenly changed to being sent out "the following month". We are now at the 7th May and still no sign. Called... (read more)
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★☆☆☆☆
“The worst ever”
Written on: 29/04/2013 by JANUS6 (1 review written)
since I joined first utility they have NEVER drawn successfully the d/d payment from my bank I continually have to pay manually NOW I have had enough and am leaving for another provider as there admin is so disgustingly bad THEY CONTINUALLLY SEND ME EMAILS THAT CONTRADICT THE LAST ONE e.g one day its NO Monies are due next day URGENT ACTION WILL BE TAKEN IF BILL NOT PAID STAY WELL AWAY FROM THIS COMPANY TRULY AWFUL (read more)
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★★★★★
“Best service by far”
Written on: 23/04/2013
Having been with most of the other providers and now been with First Utility for 3 years I am not sure i would ever go back. Customer Service has been first rate, billing has been flawless and meter reading submission has been very easy. Just got a whole lot easier now that we have a smart reader too. The other providers look so dated by comparison. (read more)
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★☆☆☆☆
“AVOID FIRST UTILITY AT ALL COSTS!”
Written on: 19/04/2013
After I submitted my initial meter reading to First Utility, they then submitted completely false ones to my former supplier, EDF. I'm not sure of the reason for this but I suspect it involves them making more money somehow. Anyway, alarm bells were ringing straight away. Shortly afterwards, I noticed that my direct debit date was the 17th of the month...and like most people I get paid at the end of the month so asked this to be changed to the 28th. I received confirmation of this from a... (read more)
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★★★★★
“Excellent”
Written on: 18/04/2013
Send your meter readings in at the end of the month, they send you a reminder by e-mail (read more)
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★☆☆☆☆
“Don't bother. Terrible company”
Written on: 16/04/2013
I joined in December 2012 and from the start they messed up my meter readings than overcharged me over £500 because they billed me imperial for gas when I am metric and it took over a month to get my money back .. Don't bother with their emai service as they just lie constantly. There is an absolute lack of communication and I am just glad I got out of there and gone back to British gas. First utility may be cheaper but it is not worth the stress and hassle. (read more)
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★☆☆☆☆
“Please do not use this company”
Written on: 10/04/2013 by Michjj (2 reviews written)
Unfortunately while using a comparison site first utility was recommended. In nov 2012 I attempted to switch my gas and electricity to first utility. Four months later they had managed to transfer my electricity but not my gas, however they and my old provider both were charging me for gas. In march 2013 I moved and cancelled my service. In April 2013 despite my account being cancelled they still took a direct debit and now owe me just on £400. I am still waiting on a final bill which I... (read more)
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★☆☆☆☆
“Direct Debit ”
Written on: 04/04/2013
I would not suggest that anyone goes to First Utility. I have sent 2 direct debit mandates and received confirmation of receipt and been assured the DD was set up at least 3 times. Now I have yet another e-mail saying direct debit has been cancelled and when I speak via live chat (debateable if alive) I am told no bank details on account. Last bill was for £97, I made payment of £65 by card. Online account (read more)
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Showing 1 - 10 of 76 Reviews
★☆☆☆☆
“SHOULD BE SHUT DOWN! utterly appalling!!!”
Written on: 29/03/2013
With them for 3 years so far so good but don't try to leave! We moved 30/11/12 tried to give a reading and pay by both phone and email but was told had to leave direct debit open as it wasn't a convenient date for them, I don't think so! Kept on trying but customer service is useless we must have spoken to everyone that works there! First we owed nothing, then £8 now it has jumped to over £400. During this we have had welcoming letters, even though we have left!! Now we have debt... (read more)
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★★★★★
“Excellent service, free smart meter, Happy Customer”
Written on: 24/03/2013
I joined First Utility about 3 years ago after reading they are cheaper than the better known providers. I am extremely happy with the service provided. I used to have to read my gas and electricity meters monthly but soon had a smart meter fitted free of charge. The bills are cheaper. I guess the other reviews reflect poor customer service but I have never had cause to deal with customer service thankfully. (read more)
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★☆☆☆☆
“good riddance ”
Written on: 23/03/2013 by John928
for over 4 years I have suffered with this incompetent lot. Where do I start oh yes the inability to submit a meter read for over a year a year trying to pay, the energy ombudsman, full support for my complaint with compensation, First Utility ignore judgement, another year of getting nowhere endless e mails and long waits on phone Payment plans stuck to but still threatening e mails and letters and a fight to get 2 annual discount rebates I have today paid the final bill having switched to... (read more)
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★☆☆☆☆
“WORST SERVICE PROVIDER I HAVE EVER DEALT WITH”
Written on: 15/03/2013
I occupied a flat where FU were the electricity supplier. At the end of my occupancy I provided a closing meter reading and my new contact details. I heard nothing for 18 months when I was contacted by a debt collector. The debt collector was unable to provide an FU bill to support the amount FU claimed was owing. 2 months later I was contacted by another debt collector who was also unable to provide an FU bill. Finally in January 2013 I was contacted by a third debt collector who provided 3... (read more)
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★☆☆☆☆
“KEEP AWAY !!”
Written on: 27/02/2013
Do not go to FU it would be less painful to light a fire with kerosene in your living room. I had a gas meter fitted in June 2012 and they didnt re set my readings to zero so all my bills have been out of Sync. It took me months to get my first discount cheque. They actually Lie to you on the phone and E mail and I have proof. DO NOT USE THEM What is the point of OFGEM when these people are obviously bending the rules (read more)
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★☆☆☆☆
“Disgusting Customer Service -FIRST UTILITY”
Written on: 20/02/2013 by JamJune
FIRST UTILITY I have the misfortune of being locked into this company now due to a duel fuel price fix. They gave put my bill up by £20 and I wanted to question this. I rang the number, held on for 10 mins and was put through to a 'overflow' centre. When I asked what this was it is apparently a centre where they take your call but cannot help you, only telling you somebody 'should ring you back' within 48 hrs?? I tried again the next morning and got through to the most arrogant customer... (read more)
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★☆☆☆☆
“THEY DID NOT TRANSFER MY SUPPLY BUT COLLECT THE MONEY!!!”
Written on: 20/02/2013
At the beginning of November you informed me by letter that you would be transfering my supply from Spark Energy in the week starting 26th November and YOU SET UP A DIRECT DEBIT, taking two payments in November and December. No one from your company contacted me to provide an electrictity and gas meter readings at that time but I emailed you about them. I have just checked online my account on your website that there is an information that I have NO ACTIVE SERVICES WITH YOU? DID NOT YOU... (read more)
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★☆☆☆☆
“would give minus stars horrendous comapany”
Written on: 16/02/2013 by boo47
worst customer service ever lies lies and more lies from this company incompetance as standard cheques promised - not arrived in over 50 days - dont bank on your dual fuel discount take any amount of direct debit that they want - as much as 243 a month for 3 bed house!!!! Call backs NEVER happen Please dont be as stupid as I was and read the reviews first before you get involved with this company (read more)
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★★★★☆
“Duel Fuel Discount”
Written on: 16/02/2013
This is just to say that today I received my dual fuel discount cheq for 157.44 and I am delighted. In the days of negative reviews etc I just thought it right that I say I am very happy with 1st Utility having been with them for just over 12 months and with me reading my meters every month I know I am only paying for what I use so this refund is an added bonus. Thank you 1st Utility (read more)
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★☆☆☆☆
“First Utility Nightmare”
Written on: 15/02/2013 by bowserman (1 review written)
Please, please do NOT give this company your slightest consideration. I have been with them for around 3 years now on dual fuel and joined them because I wanted to end estimated billing and just pay for what I have used. It took them 18 months to get my smart meters fitted and working properly so was on estimated bills during that period! That was when their contractor eventually fitted the correct meters and my wife having to have 3 separate days off work waiting for the engineers to... (read more)
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Showing 11 - 20 of 76 Reviews
★☆☆☆☆
“Estimated bills obscenely inaccurate”
Written on: 10/02/2013
I have two problems with First Utility: 1. The estimates applied to bills are always more than double what they should be. If you fail to provide a meter reading one month you will be guaranteed a bill double what it should be. If you provide a meter reading before the last day of the month, expect the remaining days to be estimated at around 4x the average rate for the period for which you have provided a reading. They are clearly using customers money to boost cash flow. 2. They regularly... (read more)
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★☆☆☆☆
“Avoid at all costs”
Written on: 10/02/2013
As with many people, I have experienced truly pathetic attempts at 'customer service' from First Utility. I am in the process of desperately trying to get shot of them but can't get them to calculate my final bill. Have resorted to complaining to the energy ombudsman to try and resolve. Please avoid to save your sanity! (read more)
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★☆☆☆☆
“attrocious customer service avoid at all costs”
Written on: 05/02/2013 by brendacross (1 review written)
can't imagine a poorer customer service. long wait on hold for customer service (allow minimum 20 mins on a good day) constant errors in bill both for meter readings and tarriff which are always excessive and in their favour.Had four incorrect bills and wrote numerous letters pointing out errors which are not corrected by the next bill or even the one after. Company is a complete waste of space, gives nothing but grief. Would rate them -5 if possible. (read more)
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★☆☆☆☆
“Most awful ever”
Written on: 16/01/2013 by Wedegaertner
I used First utility for over two years, making the mistake of not cancelling the moment my dual fuel discount was credited (at the end of the contract year). In September, they suddenly decided to "rebill" for a lengthy period without any reason or logic, as I have provided meter readings every month. Funnily, the rebilled amount they mysteriously decided to charge me, was nearly exactly the amount I got credited for the dual fuel discount. As the meter readings were correct and up to date,... (read more)
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★☆☆☆☆
“DON'T GO HERE YOU WILL BE WORSE OFF....”
Written on: 11/01/2013 by Zobo15 (2 reviews written)
In Oct 2012 I was looking at all my bills using Uswitch for my energy bills this company come up, all looked good saving £270 a year. After a few weeks the emails came saying which date I was switching, then I got an email saying they were going to take the first Direct Debit on the day I switched, I wanted to query this as I still had the NPower bill to pay. Being November and now looking at having to pay two energy bills the month before Christmas. I tried to get through to First... (read more)
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★☆☆☆☆
“SH1TE++++++++++++++++++++++++++++++++++++++++++++++”
Written on: 03/01/2013
Do not go near this company as they are impossible to get hold of and some of the estimates for bills are unbelievable. I have just recieved an estimated bill for £280 for December for gas and electric for a 3 bed house. Everything sent is by e-mail which for your heating bills is too easy to miss and also if you sign up for direct debit they will take as much as they want and not the agreed set amount. Wish I had stuck with EON hell of a lot better than First Utility. BEWARE (read more)
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★☆☆☆☆
“Stay away from First Utility!!!!!!!”
Written on: 20/12/2012 by danc74 (1 review written)
This company is awful! Their customer service is deplorable and they have a don't care attitude. I joined up with them in the summer of 2012 and I have had to call them on a monthly basis because of the constant mistakes to my bills. I have not received a bill for gas or electricity for the last three months even though I have sent monthly reading which they acknowledged they have received and the keep saying its being prepaired but nothing happens! I am getting into debt because of this... (read more)
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★☆☆☆☆
“Terrible customer service and dishonest”
Written on: 13/12/2012
It takes 20 minutes to get through to anyone in customer services and this is on my phone bill. I switched after being disatisfied with the high level of monthly DD charges and finding a better deal. Because I was being overcharfed, the final bill showed £728 credit and any reasonable person would expect this to be automatically refunded. Not so! The sytem is that you have to repeatedly contact First Utility and ask for you money back. I have phoned 3 times and also put in a written... (read more)
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★☆☆☆☆
“The problems start before you even sign up! ”
Written on: 26/11/2012 by sbraybrooke (1 review written)
I've been trying to sign up to the First Utility iSave account for gas and electricity. Web site has been crashing all weekend. I sent an email to seek assistance and got an automated reply saying try using the web site! Phoned and after 15 minutes on the sales line got a rude and incompetent young lady who just wanted an easy life. Asked for a manager and she said "they are all busy". Asked when they would be available and she said "they don't speak to customers". Makes me laugh how one of... (read more)
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★☆☆☆☆
“Drradful service”
Written on: 26/11/2012 by edwardduckett (1 review written)
Same issue as some others: - Sent them DD details - They failed to put them on system and started sending me reminders then threatening letters (bailiffs / surcharges) - I have called them FIVE times to say that they were not taking what I owe them and give them my details (again) - with the first call before they had even sent me their first late payment reminder as I noticed they had not taken the payment on time - They have still not fixed the problem - Average call queue 25-30 mins each... (read more)
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Showing 21 - 30 of 76 Reviews
★☆☆☆☆
“Avoid at all costs!!!”
Written on: 20/11/2012 by Sn1per (1 review written)
Shockingly incompetent company. They wouldn't send us a bill for almost a year despite my repeatedly begging for one. Then they billed the whole year at £250 a month for a 3 bed house with 2 occupants. My bills are wrong! But FU don't care. Even the Ombudsman service don't care. They are now demanding £300 per month for an empty house! For Goodness sake, don't sign up with them. It's no mistake that their initials are F.U. (read more)
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★☆☆☆☆
“Smart meters/on line accounts”
Written on: 19/11/2012 by FedupGillian (2 reviews written)
My meter readings for yesterday are not showing up in my account. I telephoned, but hung up after waiting more than 20 minutes for someone to answer the phone. That is UNACCEPTABLE! Especially on. A premium rate number. I submitted my enquiry on line, whilst waiting for the phone to be answered, but First Utility NEVER adequately deal with on line enquiries, beyond an acknowledgement email with a case number. In other words, you can't have any dialogue with them. (read more)
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★☆☆☆☆
“Bast......”
Written on: 15/11/2012 by pattipat
I wish I have read this reviews before. I just switch from BG to FU and straight after cooling time everything gone wrong. First they changed direct debit time than they asked for more money than BG, they supposed to be cheaper. Trying to clarify everything but no service available, no respond on emails.... Complete rubbish. They bridged all point of contract which I will you against them :-)) Get your a... ready, I'm kicking really strong. To all newbies: avoid this company "FIRST... (read more)
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★☆☆☆☆
“Waste of time”
Written on: 15/11/2012 by whiteowl2002 (3 reviews written)
Dont waste your time with this company. They never answer their phone unless you select the option saying you are thinking about joining them.(This option are unable to help with anything other than this) Any other option and you just sit in a que waiting for an operator. They don't answer their emails either...Just an automated response. Unless you have a lot a time on your hands that you would love to waste getting no-where... STAY WELL CLEAR OF FIRST UTILITY !!! Recommend this company to... (read more)
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★☆☆☆☆
“Incompetent”
Written on: 11/11/2012 by teecee90 (5 reviews written)
I selected First Utility using Money Supermarket as they came up as the cheapest. Having signed up I waited 2 weeks and heard nothing. I therefore logged on to their web site to check on progress, entering my email and postcode as instructed. Having logged on I got a message saying something like .... "we are really sorry but we are not able to supply your property as it uses an Independent Gas Transporter (IGT)." I was annoyed that they hadn't informed me of this fact directly but decided... (read more)
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★★★★☆
“Seem to be the best”
Written on: 11/11/2012
We used Uswitch to move to EDF for a year from Scottish power. Nothing really wrong with EDF, but sometimes the bills felt a little opaque. When the year was up we moved back to SP and I felt that the online billing was much easier to understand. (read more)
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★☆☆☆☆
“Worst company ever!!!!”
Written on: 10/11/2012
We changed over to First Utility around January 2012 after 2 sales reps came round and assured us that they could get our energy bills about £10 lower that British Gas (around £75 a month, duel fuel) Needless to say we signed up immediately. The first bill was £80, a little bit more than stated but we were happy enough. The next month however the bill which arrived was for a whopping £200! Now we couldnt use £200 in gas and electricity if we tried! We phoned them and phoned them,... (read more)
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★☆☆☆☆
“Utterly useless”
Written on: 09/11/2012
I agreed to change via a comparison website, but was contacted to say they couldn't move us because we have an economy 7 meter. They confirmed in writing and by phone that they would not take our account. A couple of weeks later, I receive a letter from my current supplier saying that 1st Utility are taking over our account. Tried to phone, but kept waiting for ages (again). Utterly useless customer care. (read more)
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★☆☆☆☆
“AVOID AT ALL COST”
Written on: 02/11/2012
Their Customer Service is truely shocking! Their incompetence is only matched by their Regulators. Despite giving them the closing and opening meter readings after I had switched suppliers, 18 months on they were still billing me incorrectly. Even letters addressed to their Managing Director went unanswered. Avoid. (read more)
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★☆☆☆☆
“OUTSTANDING.... AT BEING AWFUL!!!”
Written on: 30/10/2012
We decided to give this company a try after some reps called round in feb this year we went through all the paper work asked questions as you should my main concern was were we entering any kind of contract we were told no ( a bare face lie) we were promised a smart meter after about month of being a customer of first utility this has to date not materalised and today after ringing to provide meter reads isn't likely til next year and was told that my best option for now is to ring meter... (read more)
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Showing 31 - 40 of 76 Reviews
★☆☆☆☆
“Absolutely totally useless!”
Written on: 29/10/2012 by frenchieboy
I have been trying to get a revised bill for seven months because they estimated my usage to be £700 for the first three weeks when i moved into my new house. I sent them the correct readings in April and im still waiting for a revised bill....a totally and utterly useless company. Michael from Kidderminster (read more)
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★☆☆☆☆
“No Stars at all ”
Written on: 28/09/2012 by lisahhh3 (1 review written)
I first became aware of the company by a cold caller at my door promising me much lower rates and a smart water meter. After an hour and a half he eventually left and as far as I was aware I had not signed up for anything. A month later I recieved a letter from British gas expressing apologies about me leaving them. I promptly phone BG and was told both my gas and electric was now provided by FU. I explained to NH and they transfered me back again. I then received a bill for 140 pounds from... (read more)
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★☆☆☆☆
“The cannot get anything right”
Written on: 23/08/2012 by paulmarkj (2 reviews written)
First:utiliy have messed everything up from start to finish. The wouldn't install the the smart meter until I sent 12 complaints - it was finally installed 5 months late, but not working. After broken promises, it still isn't working. They promise to call back and don't. I pay by direct debit, but they don't take the money and blame me (they did apologise). I have queued for 4 hours and 20 minutes only to be cut off before I talk to anyone. When I do get through they promise to do something... (read more)
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★★★★☆
“Am I alone in being served well by this company?”
Written on: 20/08/2012 by Philatflat (1 review written)
I switched using the MSE website and duly received my case of wine, FU provided smart meters, I now pay for what i use and I can monitor my gas usage per day and my electric for each half hour of every day. All presented in graphs that are easy to read, I can also download the data to excel to manipulate exactly how I want. The price is cheap and my experience of the company has been first rate. Am I just lucky or is it that the only people who write reviews are ones with negative experiences? (read more)
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★☆☆☆☆
“The worst compnay I have ever dealt with!!!”
Written on: 09/08/2012 by frankandiain (1 review written)
We signed up in January 2012, they required readings every month, they send you an email requesting them, all very efficent until it comes to the bills. Every single electric bill we received was estimated. Every month without fail, even though we had provided readings, they were always estimated. We moved out in June and gave them final readings, they sent a bill in July with ESTIMATED readings. Absolutely appalling customer service, no one calls you back, no one can give you a straight... (read more)
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★☆☆☆☆
“Staggeringly awful”
Written on: 01/08/2012
Have tried to transfer to them for last 3 months. They have lost 4 applications, I have msde numerous phonecalls to them and they say they have no record of my application even though I have phone messages from them. They promise to phone me back, managers promise to phone me back, they dont respond. Gobsmackingly awful - stay away. (read more)
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★☆☆☆☆
“No communication from this Company”
Written on: 26/07/2012
Firstly, we are not First Utility customers ! However, about 6 months ago we started receiving bills from them to our address, but addressed to a different person We contacted your company straight away & were assured that the bills would cease. How wrong ! The bills demanding payment got more and more. I wrote and phoned & everybody has been very understanding @ the call centre. However, then came another bill "ACTION REQUIRED" followed by the threat of legal action i.e putting it in the... (read more)
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★☆☆☆☆
“The worst company ever!!!”
Written on: 19/07/2012
How on earth First Utility is still trading is beyond comprehension. I don't even have gas and electric from this dreadful company but they insist on billing me every month for seemingly random and often astonishing amounts. They are never able to explain what the charges are for and each phone call ends with some dimwit apologising and promising to sort it out. They never have and eventually referred me to a debt collection agency for money I don't owe them. When I asked FU what the... (read more)
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★☆☆☆☆
“AVOID AVOID AVOID”
Written on: 18/07/2012
This company is the clown school of the energy world. In the 18mths I was with them they twice decided that my monthly electric usage had gone up 10 fold. Helping themselves to over £400 out of my account on both occasions. The answer I got back, 'It's up to you to check the bills!'. I asked why this hadn't flagged up to them, I was told, 'because it had happened before!'. So screwing up once gives them an excuse to try again? To add insult to injury, 6mths after I left them they decided I... (read more)
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★☆☆☆☆
“terrible company avoid”
Written on: 13/07/2012
i came over to first utility in may 2012 what a mistake they did not take my meter reading estmated them i have given six set off reading not one as been acted on there customer service is a joke rude ubhelpfull i have not had a right bill just estmaited all the time which are way out you ring up your on the phone ages they do not answer e mails after only 2 months i am off back to british gas these are cowboys and will rip you off big time i am left with a large phone bill trying to sort my... (read more)
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Showing 41 - 50 of 76 Reviews
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Radasgdjh's Response to sbraybrooke's Review
Written on: 28/01/2013
Absolutely TRUE Mate