Utilita Energy Reviews

Name: Utilita Energy
Rating: 1.14

1.1 Rating 629 Reviews

3 %

of reviewers recommend Utilita Energy

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1.1

Based on 629 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely shocking customer service and inaccurate billing I’ve had an incredibly frustrating experience with Utilita. After receiving a call from their customer service team, I spent over 30 minutes on the phone and got absolutely nowhere—just told that someone else would be in touch, with no clear action or timeline. All of this was over something as simple as correcting a meter reading. According to my final bill, Utilita recorded an "actual" meter reading of 4084, but I submitted a photo on 5th March 2025 clearly showing the reading was 3239. That’s a difference of 855 units in 11 days, which is completely unrealistic. My average daily usage is around 1.12 units, so the math just doesn’t add up. To make matters worse, they’ve slapped on £10 late payment fees in previous months, despite the delays being entirely on their end. I’ve been meticulous in tracking my own readings because I don’t trust their estimates—and rightly so, given this mess. I’ve now wasted hours trying to get a basic correction made, and I’ve received nothing in return—no resolution, no apology, and certainly no compensation for my time and stress. One agent even claimed my bill had previously been underestimated, which is simply false. The lack of accountability and customer care is astounding. I’ve submitted photographic evidence, contacted my new supplier, and followed all the proper steps—yet I’m still being massively overcharged and ignored. I wouldn’t recommend Utilita to anyone. Avoid if you value your time, money, or sanity.”

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Posted 4 days ago

“Franco Jombo: Utilita Energy Hartlepool Hub staff member are very helpful to me and their customer relations service is best to none. Since 5th July 2024 I moved to Hartlepool, members of staff of Utilita Energy Hartlepool Hub have been taking my energy issues as if its theirs. This is not peculiar to me but to all other customers I meet in the Hub.”

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Posted 1 week ago

“Utilita is blocking me from being able to change suppliers, stating I owe money for previous tenants use despite providing evidence. Then refuse to accept a picture of the meter, instead said that an engineer will need to come out to physically check the meter and that can take several weeks to months. Complaints team has completely ignored me and there Moving Home team who’s meant to help in this situation has been incredibly rude, speaking over me, being rhetorical, providing no solution ending the call with no resolve (they just abruptly drop the call multiple times and I have spent hours trying to get hold of them).”

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Posted 1 month ago

“Avoid at any cost. Poor poor service. We are not able to top up and currently out of energy in our new home. Avoid.”

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Posted 1 month ago

“It should be zero stars. It's day one and seems impossible to talk to asnyone. Live chat estimated 74 minutes, telephone sends you through a menu of a dozen different choices and submenus. Seems impossible to top up. The worse provider I have ever encountered.”

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Posted 1 month ago

“I’m disgusted and disappointed how long they keep you waiting on chat too say waiting 13 minutes and it turns into over an hour how is that good customer service 7 times I’ve tried too get through and still no answer it’s shocking”

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Posted 1 month ago

“Keep trying to ring up to give meter reading but staff keep hanging up after giving all details. This is what is causing me mental health problems and no where on line to give a reading. There are phone numbers the online chat gives you and when you ring them they are discontinued. So then after not being able to give a metre read and given a massive estimated bill.”

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Posted 1 month ago

“Terrible customer service. Staff have no clue how to even help”

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Posted 1 month ago

“Very poor and unreliable company. Unreliable workers. I had too many problems with Utilita. It came to one point where they told me I had a best of £40k with them on a 6month studio energy consumption. I was worried about this for months and months trying to prove I paid everything correctly (I also was on a direct debit payment method). This not only affected my mental health but also bank records. After moving houses I now keep having the same issue over and over again where I am promised the variable direct debit is set up and I keep having to chase because I always come to find out it actually wasn’t. Too many promises with no action, horrible experience and would never recommend Utilita.”

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Posted 1 month ago

“They put you in £100000s in Debt with them and blame you but they don't take the blame for what they done not right”

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Posted 1 month ago

“Utilita, everytime I have an emergency they are the worst company to help you. There are times (as being my fault for forgetting to top up and the electricity turns off) I then go and top up, punched in the code and it never works until one of the agents after 2 hours contact me to fix the problem. It is awful and overwhelming to say the least.”

Utilita Energy 1 star review on 4th February 2025

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Posted 2 months ago

“Bad provider.Run”

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Posted 2 months ago

“£100 on gas alone this week !! Says I have a debt on the metre when it’s pay as you go , most credit isn’t registering when I top up , asked utilita to investigate who are useless and just there to rob us ! Switched to octopus £140 a month for electric and gas ! Good riddance”

Utilita Energy 1 star review on 10th January 2025

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Posted 3 months ago

“They put you 1000s of debt they blame you all so the bank you when you do need help and rude to you always”

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Posted 3 months ago

“Cut me off with no warning. Failed to understand I don't have a mobile. Failed to send top up cards.Can't get through to speak to anyone. AVOID!!”

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Posted 3 months ago

“Dealt with this company only for a few days, as I purchased a property and they were the previous supplier. Everything about the experience dealing with these people was a nightmare from beginning to end. Multiple hour phone calls only to be left ignored when answered or immediately hung up on without saying a word. The online help has an average of 60 minutes hold to speak to a human. They will just guide you to call the help line. It's one big horrible circle with this company, very glad when I did manage to switch! Please stay clear from this company unless you utterly have to being a tennant. Good luck!”

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Posted 3 months ago

“My electric went off on Christmas Day when it’s advertised for friendly hours? Nowhere is even open on Christmas how disgusting to treat your most vulnerable customers like this”

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Posted 3 months ago

“Utilita Energy – Exploitative, Incompetent, and Utterly Untrustworthy Utilita Energy has earned the title of the worst company I’ve ever had the misfortune of dealing with. Over the past 2.5 years, I’ve endured their lies, incompetence, and shameless exploitation, all while they ignored legally binding remedies from OFGEM. A Snapshot of Their Failures: Highest Tariff in the UK During the Cost-of-Living Crisis: While millions of households struggled to make ends meet, Utilita forced me onto the “Premium” tariff, charging a staggering 94.459p per kWh for electricity (first kWh) and 37.73p per kWh for gas (first kWh). These were the highest energy tariffs in the UK, completely unsuitable for my smart prepay meter, and implemented without my consent or explanation. To put this into context, I was being bled dry financially, paying more than double the average rate while Utilita lied to me about the reasons for these outrageous charges. OFGEM Remedies Ignored: Following a complaint to OFGEM, Utilita was ordered in March 2024 to: Recalculate my energy bills based on correct tariffs. Refund all overcharges. Provide a breakdown of my energy usage. Issue a written apology for their failures. It’s now over 7 months later, and Utilita has ignored every single one of these remedies. No refunds, no explanations, no apology—nothing but excuses. Blatant Lies and Broken Promises: Utilita repeatedly lied to me: Claimed my smart meters were repaired remotely. They weren’t. Sent five engineers to my property, all of whom failed to fix my uncommissioned meters. Provided a smart hub in July 2024, which has never worked. Despite countless assurances it would be resolved, nothing has changed. Their customer service team alternates between denying problems and offering meaningless apologies, while I’m left chasing answers. Unexplained Charges: On multiple occasions, £10 top-ups vanished overnight, with no explanation or accountability. In one instance, £20 disappeared in 28 hours, despite my daily usage being less than £2. Their response? Blame “estimate-based balances” and tell me to check my meter manually—completely undermining the purpose of smart meters. Complete Disregard for Vulnerable Customers: Despite being registered on the Priority Services Register due to mental health struggles, Utilita has shown no empathy or support. Their constant failures and lies have caused immense stress, exacerbating my mental health issues during one of the most challenging financial periods in modern history. Final Thoughts: Utilita Energy is an exploitative and untrustworthy company that thrives on the misery of its customers. They overcharged me for years on the highest tariff in the country, ignored regulatory orders, and left me in financial turmoil during the cost-of-living crisis. Their lies and incompetence have pushed me to the brink, and I am now pursuing legal action and exploring media options to expose their disgraceful practices. If you value your money, your mental health, or basic decency, avoid Utilita Energy at all costs. They are not fit to serve customers, let alone operate in a regulated industry. My complaint is still open, my meters are still not working properly, my charges are still being overcharged, they continue to stall OFGEM, they continue to ignore me, they continue to break every major legislative principle they are held too. Nearly 3 years and this is still not resolved. Utilita, you are disgusting. Absolutely disgusting. You, your employees, your senior managers and CEO's should be utterly utterly ashamed to have yourself considered an authorised company within this space. Give me my money back, fix my meters, stop overcharging me, stop ignoring me, stop ignoring OFGEM, deal with this. When is enough, enough?”

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Posted 3 months ago

“Kept getting cut on when phoned no one rung back no one seemed to listen to us bad bad experience”

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Posted 3 months ago

“The worst company I have ever had to experience my gas cut off due to there meter completely shutting off for no reason took them 5 days and counting to come out with a fix or replacement, I will be leaving.”

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Posted 3 months ago

Utilita Energy is rated 1.1 based on 629 reviews