Name: Utilita Energy
Rating: 1.14

“I was previously an Eversmart customer but was moved to Utilita when they went bust. I cannot express how stressful the experience has been with Utilita, they have massively overcharged us, provided extremely poor customer service and now I’ve tried to switch to nPower, they still keep demanding huge sums of money from me. This week I received 2 letters asking for my final bill payment - different amounts on the letters. When I called them they gave me another figure! I’ve requested a full breakdown of usage and payments from Utilita so I can log a complaint with Ofgem. Surely Ofgem are investigating these guys already because they are truly shocking - avoid at ALL costs!”

Helpful Report

Posted 4 years ago

“If I could put no stars I would, this company is a scam. I would sometimes go in emergency credit and let's say I was £15 minus, I would then top up £25 and that should leave me with a tenner in my account... Nope I only had £5 in my account?? Where is my money going? This company robs you of your money do not and I repeat do not! Go with this company. I am sick and tired of them thankfully switching back to my old one as they were far better!”

Helpful Report

Posted 4 years ago

“This by far has to be the most infuriating experience I have ever had with a service provider. Long story short - Really Nice App - Consistently messed my bills, with vastly overinflated estimated bills - Claimed not to supply the property I moved into, even though they did - Refused to believe me when I gave them details about my meter numbers - Constantly told me that they could not reach my meter and offered no solutions as to why - Took 2 months to agree to send an engineer in - Took 4 months for them to inform me that my gas meter was not compatible with Utilita , even though Utilita was a provider at the flat before I moved in. - Kept sending me Final Notice for bill payment, while I was disputing the bill - Did not receive revised bill until I phoned up and had a member of the team email it to me In March I moved into a property already supplied by Utilita - so I my head I was thinking this should be a quick one, just phone them up and get my name added to the account. I phoned utilita about 10 times and I was constantly told that my address was not on their records despite me giving them the full details of the address - even after I gave the MPRN number etc , it took another 5 phone calls with people at Utilita who never seem to have any background/notes from my previous calls - so its basically having to explain to them again - eventually after a month they were able to figure out that the property was supplied by Utilita after all - Hurrah , I said to myself this is it , all sorted now. But Nooo, the fun has only just started – spent another 5 calls being bounced to various teams at Utilita asking me to confirm my meter number, I would provide it and they tell me its not the meter they have on record , so they can’t help me and its back to them asking me if I am sure that the property is supplied by utility, I must have been on about 4 different calls with them confirming what the meter number for the meters I have in the house was and instead of accepting the information I was providing they were adamant that the wrong meter information they had on their records was correct - eventually 2 months in , I was able to get through to someone at Utilita who was able to listen and an engineer was dispatched to the flat to sort out both the gas meter and electric meter issue. – he came in and “installed” a payg/smart meter - Hurrah, I said to myself again, this has to be it all sorted now. All this while I have been providing them with meter readings, almost every time I spoke to the team But Nooooo, - after the engineer was in I was given 2 top up codes, 1 for Gas, and 1 for electric. Loaded money into both and soon I was able to see my balance on the App for the electric , but nothing for the gas. Couple weeks later I got a final electricity bill from Utilita which was mostly wrong , excessive and based on estimate – despite me repeatedly providing readings , the somehow pulled their own estimated reading out of the air and produced a bill based on this. I repeatedly phone to try to get this resolved and similarly to my calls trying to get the meter sorted , every time I called them about the same issue , I had to start from the beginning with my full story , and no on I spoke to ever had any notes from the previous umpteenth time I have been in contact. Despite notifying them that the bill was wrong and starting a bill dispute , and the person I finally spoke to asking me to resend old meter readings to get the bill corrected – I kept getting Final notice warnings and being threatened to be transferred to an external creditor- Common sense would say that things should be put on hold while the dispute and correct bill is being sorted - but no , I kept being send final reminders and being chased for the bill. Also this was taking place during the Covid 19 times , ( with post office running a slower service) , I got one of the final bills, that took longer than 7 days to get to me ( based on the date on the letter) , so by the time I got the bill the damn thing was already overdue – you’d thing a company like Utilita would be aware of this. Eventually I got a new email that my final revised bill was ready, but I had no way to view - since I got that email , I have received a further final notice letter , despite never having received the revised bill - just total chaos. Eventually got on the phone to Utilita again, and a nice lady finally agreed to just email me my final bill. Phew Back to my gas meter - since I got the top up number for the gas meter provided by the engineer, I have been topping it up – even though I have been unable to see the top up actually reflect in the meter or on the app. Every time I phone utilita to complain I was told the same response ( likely from some kind of cheat sheet) , which is to restart my app and wait 48hr and all should be well - phoned a couple times more only to be told the same thing . And every time I phone to asked for my balance they tell me the balance and it looks like no usage has been taken at all – but that did not seen weird to all but 1 of the people I spoke to at Utilita. Eventually, 4 months into this happy relationship – I was finally told that my meter is not compatible with Utilita and an engineer needs to come in to resolve this. So, after 4 months? And me topping up the gas meter regularly. I am just being told that my meter is not compatible – tried to convey this to one of their customer services people I was on the phone with and she did not seem to get why I was frustrated , and when I asked to be passed on to some sort of manager to air my grievances , she refused – but eventually agreed when I asked to make a formal complaint , but given how bad they’ve been at keeping track of happenings on my account , who knows if my complaints was actually noted anywhere.”

Helpful Report

Posted 4 years ago

“This by far has to be the most infuriating experience I have ever had with a service provider. Long story short - Really Nice App - Consistently messed my bills, with vastly overinflated estimated bills - Claimed not to supply the property I moved into, even though they did - Refused to believe me when I gave them details about my meter numbers - Constantly told me that they could not reach my meter and offered no solutions as to why - Took 2 months to agree to send an engineer in - Took 4 months for them to inform me that my gas meter was not compatible with Utilita , even though Utilita was a provider at the flat before I moved in. - Kept sending me Final Notice for bill payment, while I was disputing the bill - Did not receive revised bill until I phoned up and had a member of the team email it to me In March I moved into a property already supplied by Utilita - so I my head I was thinking this should be a quick one, just phone them up and get my name added to the account. I phoned utilita about 10 times and I was constantly told that my address was not on their records despite me giving them the full details of the address - even after I gave the MPRN number etc , it took another 5 phone calls with people at Utilita who never seem to have any background/notes from my previous calls - so its basically having to explain to them again - eventually after a month they were able to figure out that the property was supplied by Utilita after all - Hurrah , I said to myself this is it , all sorted now. But Nooo, the fun has only just started – spent another 5 calls being bounced to various teams at Utilita asking me to confirm my meter number, I would provide it and they tell me its not the meter they have on record , so they can’t help me and its back to them asking me if I am sure that the property is supplied by utility, I must have been on about 4 different calls with them confirming what the meter number for the meters I have in the house was and instead of accepting the information I was providing they were adamant that the wrong meter information they had on their records was correct - eventually 2 months in , I was able to get through to someone at Utilita who was able to listen and an engineer was dispatched to the flat to sort out both the gas meter and electric meter issue. – he came in and “installed” a payg/smart meter - Hurrah, I said to myself again, this has to be it all sorted now. All this while I have been providing them with meter readings, almost every time I spoke to the team But Nooooo, - after the engineer was in I was given 2 top up codes, 1 for Gas, and 1 for electric. Loaded money into both and soon I was able to see my balance on the App for the electric , but nothing for the gas. Couple weeks later I got a final electricity bill from Utilita which was mostly wrong , excessive and based on estimate – despite me repeatedly providing readings , the somehow pulled their own estimated reading out of the air and produced a bill based on this. I repeatedly phone to try to get this resolved and similarly to my calls trying to get the meter sorted , every time I called them about the same issue , I had to start from the beginning with my full story , and no on I spoke to ever had any notes from the previous umpteenth time I have been in contact. Despite notifying them that the bill was wrong and starting a bill dispute , and the person I finally spoke to asking me to resend old meter readings to get the bill corrected – I kept getting Final notice warnings and being threatened to be transferred to an external creditor- Common sense would say that things should be put on hold while the dispute and correct bill is being sorted - but no , I kept being send final reminders and being chased for the bill. Also this was taking place during the Covid 19 times , ( with post office running a slower service) , I got one of the final bills, that took longer than 7 days to get to me ( based on the date on the letter) , so by the time I got the bill the damn thing was already overdue – you’d thing a company like Utilita would be aware of this. Eventually I got a new email that my final revised bill was ready, but I had no way to view - since I got that email , I have received a further final notice letter , despite never having received the revised bill - just total chaos. Eventually got on the phone to Utilita again, and a nice lady finally agreed to just email me my final bill. Phew Back to my gas meter - since I got the top up number for the gas meter provided by the engineer, I have been topping it up – even though I have been unable to see the top up actually reflect in the meter or on the app. Every time I phone utilita to complain I was told the same response ( likely from some kind of cheat sheet) , which is to restart my app and wait 48hr and all should be well - phoned a couple times more only to be told the same thing . And every time I phone to asked for my balance they tell me the balance and it looks like no usage has been taken at all – but that did not seen weird to all but 1 of the people I spoke to at Utilita. Eventually, 4 months into this happy relationship – I was finally told that my meter is not compatible with Utilita and an engineer needs to come in to resolve this. So, after 4 months? And me topping up the gas meter regularly. I am just being told that my meter is not compatible – tried to convey this to one of their customer services people I was on the phone with and she did not seem to get why I was frustrated , and when I asked to be passed on to some sort of manager to air my grievances , she refused – but eventually agreed when I asked to make a formal complaint , but given how bad they’ve been at keeping track of happenings on my account , who knows if my complaints was actually noted anywhere.”

Helpful Report

Posted 4 years ago

“Utilita is great. I changed my gas and electric because they charged high standing charges and because I spend a lot of time in my caravan it’s money for nothing. UTILITA DO NOT HAVE A STANDING CHARGE ON PAY AS YOU GO METERS, so when I’m not at home I pay nothing I’m over the moon with Utilita.”

Helpful Report

Posted 4 years ago

“Absolutely ridiculous customer service. I topped up my key 6 times, none of which went through onto my meter. I checked and nothing was wrong with my key. An engineer came to change the meter to a smart meter as the previous one was old and faulty and told me to ring customer services to transfer the money from the receipts onto the new meter. I rang up and they refuse to give me back the money I have lost, while I have the receipts - they claim that on their system “the money has gone through” even though our meter did not show this. It was £250 in total! Thieving scum of a company.”

Helpful Report

Posted 4 years ago

“Like many others on this site i was moved to Utilita by the regulator as my previous provider went into administration. I received no correspondence from Utilita from the start of this process, they took over on 18/9/19 and i didn't receive a bill until the end of January, at which point i received 3 bills for 3 different amounts. I have been trying to resolve this for the last 3 months and have been largely ignored, except for more threatening letters in relation to a supposed debt. I have Smart meters so the company are well aware if my usage exceeds the DD payment. I have been allowed to get into £££ of debt and the company are not addressing my complaint. Case now with the ombusdman. Avoid this company at all costs.”

Helpful Report

Posted 4 years ago

“Avoid this company at all costs. I was moved to Utilita on two properties when Eversmart ceased trading. I quickly switched to Scottish Power and the problems I have had with regards to final billing is unbelievable. On one account they were trying to over charge me by over £100, this was finally settled with compensation. My other account is still ongoing more than 5 months since I left them. Numerous inflated final and final revise bills have been produced due to their mistakes. Most of the staff are polite but seem incompetent when resolving account problems. When I have provided actual meter readings these have been ignored. The management shows little accountability.”

Helpful Report

Posted 4 years ago

“Avoid this company at all costs. I was switched to Utilita on two properties when Eversmart collapsed. I quickly switched to Scottish Power and the problems I have had with this company over final billing is unbelievable. On one account I was being over charged in excess of £100. This has now been resolved with compensation. Another account is still on going over 5 months from leaving. It has resulted in numerous inflated final and revised final bills being produced due to their own mistakes in billing. When I have provided actual meter readings these have been ignored. The company is difficult to deal with. Many of the staff are polite but seem incompetent in trying to sort out customer problems. The management of the company shows little accountability.”

Helpful Report

Posted 4 years ago

“Ask them for a in home display unit the day I signed up got a black cover for it and when I phoned and said where is it they text back and said they haven’t got any. And used the excuse covid19. Told them I would leave and they ignored me. So I left”

Helpful Report

Posted 4 years ago

“So where do I start. I bought my first property April last year. A nice representative from utilita showed up looking for my neighbour. He sold me basically and I switched to utilita. First bill standard. Paid online but They carry on hassling me for it for weeks (though I paid). Keep promising a smart meter then cancelling last minute. Lost £150 of earnings booking time off for them. They now keep sending extortionate bills. No one pays what they’re asking me for in my neighbourhood.. do not ever go with this firm”

Helpful Report

Posted 4 years ago

“Awful service. We are in a vulnerable situation with the covid 19 outbreak. I can’t top up using their so called super app my Utilita. I have been communicating with the app feedback by email who can’t help me but have me a telephone number. Rang the number which is an emergency hotline who can’t help me. It’s a crazy situation. I can’t go out due to my health to top up my wife daughter are also both vulnerable Amy sin is to young. It’s crazy. I seriously advise people to stay away from this company. I am leaving them.”

Helpful Report

Posted 4 years ago

“Awful customer support Moved to a new flat 2 weeks ago. We had no top up card, numbers or anything. After a few days finally we were able to top up our meters through the app. Now we would like to switch to direct debit and go to another supplier because their prices are horrendous. It is the third day since I wait for them to get back to me. Honestly, just chose another supplier, there are lots of cheaper ones.”

Helpful Report

Posted 4 years ago

“Awful customer support Moved to a new flat 2 weeks ago. We had no top up card, numbers or anything. After a few days finally we were able to top up our meters through the app. Now we would like to switch to direct debit and go to another supplier because their prices are horrendous. It is the third day since I wait for them to get back to me. Honestly, just chose another supplier, there are lots of cheaper ones.”

Helpful Report

Posted 4 years ago

“Didn't even know I was with Utilita. Was switched because Eversmart collapsed. Have just paid a FINAL Energy Bill of £399.00 for what appears to be 6 weeks energy consumption. Only to receive another bill this week for £139.00 with no detail whatsoever to outline what this is for! Surely a FINAL energy bill is just that. After trying to contact for days I am now wondering if I this company even exists. Don't use them. I am convinced it is run by exortionists. just”

Helpful Report

Posted 4 years ago

“This is the list of my accusations against UTILITA https://docs.google.com/document/d/1sNRKQYDfRpiT2hbKpENTe7PGvTd7SwwzbQmppRiX3-w/edit?usp=drivesdk”

Helpful Report

Posted 4 years ago

“I was on toto energy who went bust so I was was automatically switched to EDF. I then received an email to say EDF were putting all original toto customers on to utilita. I never heard of them before but thought seeing as EDF are sorting the switch they must be good. Oh nooooooooo. Far bloody from It. The day of switch I ended up with no electricity for 4 hrs. No way of contacting anyone. Just passed from pillar to post and spoke to a chat box that didn't have a clue. Finally when I did have electric I wish I hadn't. My usual 2 wks of electricity Is already down to 8 days and It's only been 3 days since top up. Gas Isn't much better to be fair either. Shall be switching that's for sure.”

Helpful Report

Posted 4 years ago

“Nothing but trouble with my gas meter since joining utilita tried get getting the app 5 times went through the process I highly do not recommend”

Helpful Report

Posted 4 years ago

“Self isolation due to corona virus needed electricity these thieving scum bags will put £20 on the meter but want 30 back when I’m out cheaper to see an unregistered loan shark disgusting”

Helpful Report

Posted 4 years ago

“They are terrible. These reviews speak for themselves. Offered me £25 goodwill for months of delays. Have had to chase them every step of the way now refusing to pay their goodwill! Disgraceful non existent customer service. Avoid!”

Helpful Report

Posted 4 years ago

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

Utilita Energy Reviews