written by David1632 on 06/12/2017
At start was pleased with company however with constant reminders to check prices I was checking these when I received a call from the company. This was to set up a new fixed term contract. I had the on line price which was much better than the rates that they are offering. After an exchange in the office they offered to match the on line price but then advised that there systems stopped them but I could go on line myself and get the price. However I found a better price with another service provider. I then had issues receiving a refund. During my first call , a month after the new company took over providing gas and electric., I was advised that the refund could take 8 weeks as this was dependant when final readings were provided by the new service provider. Today, 8 weeks later, I checked and found that the account was closed on the 14th November and a significant refund due. This has now being processed , after contacting company again, and the money should be in my account within the next 2 weeks
written by on 13/06/2016
Only with First Utility for 6 months, within a few months direct debit doubled from previous 4 years. I joined at start of winter so ended up in arrears by end of winter as you would expect, they then wanted me to pay up all arrears and then doubled direct debit for winter rate approaching summer, needless to say I would end up with a sizeable credit by end of summer. It doesn't take a mathmetician to work out that what we were paying would have averaged out by the end of the year. I will gladly pay the £30 exit fee after just 6 months with them and add First Utility to my growing list of suppliers I will never return too. I can't believe I used a comparison website to swap to them, I will do my own research from now on.
written by on 02/03/2016
After transfer to first utility in August to pay by monthly Paper bill the process has been a nightmare. I receive first 3 bills for dual fuel The electricity details had been entered incorrectly hence bills were wrong After 20 phone calls & emails to resolve problem (5 hours on phone ) nothing happens Plenty of promises All accept their fault all blame back office ?? I am now 4months behind with payment having not received any bills more promises today which so far have come to nothing
written by Lynnnewton on 12/02/2016
Well, after a couple of issues with my bank, I had 2 direct debits returned with First Utility. Remembering I have been an Energy customer for over 25 years, and have been with them for 18 months, astonished to receive:- A threat letter :- This will involve them calling you or visiting your home. If unsuccessful, they will get a warrant to enter your home and fit a prepayment meter or cut off your supply, both of which may cost you money. If we pass your account over to our Field Collection Partner they’ll be in touch to discuss what happens next. Nice eh? A bill that's doubled Normally use around £100 a month, so shocked to see £2200 projected! over an hour on the phone, cut off twice. Result, pay and switch fast! ps the web site is full of rubbishy advice, cant even see previous bills?
written by ex_chef_diner on 31/10/2014
We've been with First Utility since January 2013 and were very pleased originally. Any queries via email or the website used to be answered very quickly and the telephones used to be answered quickly. This is now a thing of the past. Now they are not even meeting their own 5 day target for answering queries submitted via their website. On submitting a complaint, they hint at 'delays' due to higher than normal demand! which is a concern. Around 400 homes lost their Gas Supply for several days in our area during September and we all got a letter from SGN (responsible for maintaining the network) stating that we would receive compensation via our Suppliers. Having heard that our Neighbours very quickly received a cheque from EDF (their suppliers), I tried to enquire of First Utility when we could expect to receive our cheque. - After 20 minutes waiting to speak to Customer Services at First Utility, the phone still wasn't answered. - On 19 October I sent a message via the website, this still hasn't been answered, I sent a further message after their five day target of answering messages. - That still hasn't been responded to. - I have now escalated that to a Formal Complaint via First Utility's dedicated complaints handling email address and that hasn't been answered either. - We have since received a bill (long after our neighbours received their compensation cheque from EDF) and the compensation does not even appear as a credit on our account! First Utility - "What have you done with the money that I have to assume that SGN have paid you in order to compensate us for our loss of Gas Supply back in September?" "Why aren't you answering my queries?"
written by 2Flintstones on 02/08/2014
My first 6 months with this company seemed fine. BUT they increased my monthly payment by £40 per month, after which I was always in credit. I left them and cancelled my direct debit, which was a good thing since they hadn't told the Billing section I'd left and they continued to charge me as normal at the end of the month. I was still in credit but it took 3 emails - useless, slow responses, and 3 phone calls to get them to refund my money, by cheque, taking 15 days. I was told they had to recalculate my bill as I had been overcharged, which meant another month to get another bill with the corrected amount. A further credit was due which once again I had to email and call about to get them to refund it by cheque again - another 15 days. It has taken them 2 months to refund my money - and only at my request. Having read the other reviews here, I was lucky.
written by AlanJohn on 19/12/2013
The customer service for First Utility leaves a lot to be desired. After phoning first utility to change my Direct Debit to another bank, they failed to set up the new DD, then they try to charge you for there mistake. Although a large amount in credit they have now increased my DD against my wishes. My contract is up in March, so I will be looking for a supplier with better customer service.
written by atmmair on 16/12/2013
Switched to a competitor which appeared to offer better value effective 29th October 2013. Up to that point First Utility had been fine. My October 21st invoice showed a credit balance of £247 most of which I assumed would be returned. On 28th October (just as my scheduled switch away was about to take place) they took a further £130 by direct debit (careless of me not to cancel it - be warned). My usage between 21st and 29th October would have been modest. So they hold over £300 of my money but despite reminders have not refunded it. Poor form. Leaves a sour taste. My recommendation is to deal instead with firms that treat customers properly.
written by on 08/11/2013
I received a letter from First Utility informing me that I had to have a new electric meter fitted as was required after ten years and they would install a smart meter at the same time. The first thing the installer did was check for a signal and guess what there was none even though every mobile phone imaginable works perfectly well with no signal problems, the installer eventually admitted this is a ploy to gain entry to your property to fit the new electric meter only I`m just waiting to see how THEY benefit from the new meter.
written by on 23/10/2013
My last meter reading was sent on 25th September and today 21 Oct there is no sign of a bill . I pay by fixed Direct Debit and three months ago my account was in debit after the winter period . They said that I need to make a payment in addition to the sgreed figure as they cannot allow an account to carry on with a debit . They simply were unable to grasp the concept of more usage in the winter and less in the summer averaging out over the year . at one point the guy suddenly said right I am going to change you to a variable debit so that the debit balance will be paid off . Sticking to my guns I argued my case and after the guy talked to his manager they agreed to leave the direct debit alone but would put my account on watch (whatever that means ). Some while later I took a call from another guy who calmly announced that my account was in credit and that I would build up some more credit in the next few summer months to set against the winter higher usage .
written by jimmijem on 25/07/2013
Hi, Their customer service has been good when I've needed to contact them, they are currently our cheapest option although... bills are irregular (i.e. one might be dated the 7th of the month, the next dated the 19th of the month) making them harder to understand useage, requests for meter readings are irregular (sometimes I'm sure they ask every couple of weeks, meaning I often ignore them, also meaning-though my own fault-that most bills are estimated), if you're always hugely in credit unlike other companies, they don't automatically offer to adjust your direct debit, you have to request this yourself sometimes when you try to submit a meter reading online it wont let you (this has happened a few times) occasionally your account says you have no bills (so you have to search through your emails to find them) after we first joined it was a few months before we got any bills at all, we only got one once I'd requested it.
written by 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 in the middle of April and was told it was being sent the following week. Tried to call again last week but gave up after 20 mins of holding. Sent 2 e-mails that have not been answered. Once I get my cheque I will be saying goodbye!!
written by on 05/07/2012
I now qualify for my DFD. My on line bills for gas and electricity told me last month I would receive cheques within the next 28 days! No cheques came! Last Friday, I was told that a BACS payment would be made straight to my bank. Still waiting! Just been on the phone today. It's in the system apparently. Do these Duel Fuel Discounts exsit? That's what I want to know!
written by betjeman57 on 09/04/2012
This company will normally featured as the lowest price BUT BEWARE if you ever need to complain or interact with customer service all you will get is empty promises and failed commitments,this will cost your time , telephone calls , postage etc etc. I was due a credit on the 1st Dec 2011 and as of today still nothing . Countless calls , countless promises but nothing. When you FORMALLY complain all they do is leave a voicemail saying will be resolved, I month on Still nothing. They have no complaint process that offers a formal apology or any corrective action . I think they have far too many customers and no staff to action issues. I have no idea why OFGEM continues to let this company to continue to trade. And finally forget a smart Meter , Mine has been promised since June
written by on 23/02/2012
Smart meters are a wonderful thing, when they work.....and so started the trouble. My gas meter stopped transmitting its readings, and so I recieved estimates, I dont have the option to read them myself, at least not with FU. The company just doesnt appear to be able to deal with anything apart from the normal routine, if anything moves away from the norm then they just aren't very good. I'd avoid them until they either go bust or sort out the service.
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As rated by our community of reviewers
Astobart's Response to 2Flintstones's Review
Written on: 30/09/2014
A good warning to anyone intending to switch FROM First Utility.
Cancel Direct Debit in plenty of time and just pay the bill when you get it.
Never fall into the trap of being in credit when you changeover.