Utilita Background Information
Utilita was founded in 2003 and are one of the biggest independent prepayment energy suppliers in the UK with 99% of all their customers being on prepayment meters.
Utilita switches their new customers as standard on to smart meters so that they can benefit from the In-Home Display, which allows customers to see how much they are spending and energy they are using. They now have over 25,000 smart meters installed. Secure Meters are part owners of Utilita and they are providers of smart metering technology.
Utilita offers four tariffs that have no standing charge, instead, the tariff charges are tiered with the price of the first set amount of electricity or gas used on either a daily or monthly basis being higher than the secondary price.
Utilita Smart Meter
Utilita is installing smart meters for both credit meter and prepayment meter customers. They switch new customers to smart meters as standard.
Other Utilita Meters
Utilita support both prepayment and Economy 7 meters.
Utilita offer tariffs that enable customers to pay their bills by credit, either by direct debit or on receipt of the bill, and by prepayment. Prepayment customers can top-up their card in a shop, online, or through the app depending on whether you have a standard or smart prepayment meter.
Utilita has an app that is available on App Store and Google Play stores that is designed for their prepayment smart meter customers. It allows customers to top-up their energy credit remotely, generator a bar code to be scanned in a shop when topping up, access their energy account and top-up history.
Google Play reviews rate the app as 3.4 out of 5 based on 906 reviews. Review comments are mixed with positive reviews liking the ease of topping up their energy, and negative reviews having issues with updates and being able to top-up using the app.
Switching To Utilita
If you want to switch to Utilita you need to complete a quote online, select your tariff and then apply online. Utilita will then contact your current supplier and arrange the switch. Utilita will then book a visit to your home to switch your meter to a smart meter.
Moving Home With Utilita
If you are moving home, you will need to contact their Welcome Team on 0345 206 8777 or complete a Moving Home Form. You will need to submit your final meter readings as soon as possible after moving home.
Utilita Fuel Mix
Utilita’s electricity fuel mix consists of:
- Coal 13%
- Natural gas 40%
- Nuclear 11%
- Renewable energy 31%
- Other 4%
Utilita Feed-in Tariff
Utilita is a mandatory Feed-in Tariff (FIT) licensee. This means you can receive your FIT payments from them (as long as your system is MCS certified) if you are an Utilita customer or your current energy supplier is not a FIT licensee. You can learn more on their website.
Utilita In the News
August 2017, Sky News, Utilita plan to sell the company despite the price cap that has been imposed on them for their prepayment meter customers, of which 99% of their customers are on.
According to Ofgem data, complaints about Utilita are the highest out of all medium-sized energy suppliers. Complaints received escalated in late 2015 and are now are their highest in quarter two of 2017 with over 6,000 complaints per 100,000 customer accounts.
However, the data shows that Utilita is one of the most effective medium-sized energy suppliers in resolving complaints by the end of the following working day with between 82-94% being resolved, and the vast majority of complaints being resolved within eight weeks, up to 97%.
If you need to make a complaint you should contact their Customer Care Team:
- Call – 0345 207 2000
- Email – [email protected]
- Write – Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB.
Utilita aims to resolve complaints on the first contact where possible and if they can’t it will be escalated to a specialist team or manager. They will inform you by phone or in writing within five working days about the progress of the complaint, and you will receive a detailed response within 10 working days. Issues can be escalated to the Customer Relations Team Leader.
If your complaint is not resolved they will conduct an internal review and you can contact the Energy Ombudsman after eight weeks.
Utilita Contact Phone Numbers & Email
Customer Services – 03452 093 999
Or you can complete one of their online forms on the contact us page.
Utilita Energy Limited
Utilita is medium-sized independent energy supplier whose customers are predominantly prepayment meter customers. They install smart meters as standard when new customers join them.
Reviews about Utilita are largely negative although Which? ranked them seventh in their energy supplier customer satisfaction survey. Complaints are also high but resolution timescale figures are encouraging.
- Simple tariffs with no contract
- No exit fees
- Installing smart meters
- High level of complaints resolved in short timescales
- Only supply variable tariffs
- Tiered pricing can distort energy costs
- Largely negative customer reviews
- High levels of customer complaints