Name: Utilita Energy
Rating: 1.14

“I have been with Utilita for a couple of years and had no problems untill recently. I came back from holiday having putting £50 on my electric as it would for sure cover the 14 days I was gone. When I returned I noticed I needed to top up, so I put £20 on the electric, this only lasted for 3 days then it was asking for another top up!... not happy at all with this I knew something was wrong and called utilita 4 times over a 14 day period and was constantly being told the same thing, that I was using to much energy, so I asked for a breakdown when the energy was being used as it was taking at least £5 per day for electric. They stated that it was normal untill July 6th then a rapid rise in energy... this concerned me as I was on holiday then and didn’t return untill the 13 th! I monitored my electric by turning everything off apart from tv and fridge freezer and it still used over £5 per day!.. the last time I called utilita this is what they said to me as I requested someone come out to look at my meter as something was clearly wrong.. the lady on the phone told me “we don’t send an engineer out unless you have no electric supply and your leaving us on August 6th anyway so it doesn’t matter”. I was beyond angry as I have spent £90 on my electric the past 14 days!!! This is wrong on so many levels and I would stay clear of this company. I even asked her have they put their prices up and what date, she told me she couldn’t give me this information!”

Helpful Report

Posted 4 years ago

“The people in the call centre and who you speak to on live chat have no idea what they are talking about, tell lies make mistakes overcand over again, the engineers who come out to install meters and fix faults dont seem to have any idea what they are doing they dont install new meters correctly or fix the faults, the app doesnt work properly and they have no in home meters in stock and have no idea when they will be in stock. Absolutely useless seems alot easier to just go with a different supplier”

Helpful Report

Posted 4 years ago

“Nothing but hassle costomer service is appalling 3 phone calls 1 and half hours on hold or waiting, something as simple as an issue with topping up with a fault on there system now means that we have to wait up to five days for a refund before we can get our money back but no apology or option for them to credit the account unless we are in financial distress, don't use this energy supplier unless you have deep pockets and enjoy long evenings on hold we will be changing ASAP only been with them 8 months loads issues only one of those times we felt like they were interested in trying to help”

Helpful Report

Posted 4 years ago

“PLEASE READ IF YOU ARE AN EX EVERSMART CUSTOMER. I was switched over to utilita when eversmart when bust, no choice of my own. I moved property 3 months ago and received my "final bill" from utilita. This week i received a letter demanding over £400 stating this is the money I still owed from when I was with eversmart. I disputed this as the direct debit was still coming out of my account when eversmart went bust. I sent them a copy of my bank statement showing this. Now they reply that there was a error with my supply and magically they can see some of the payments were made (still looking into the others) If you were with eversmart and get a letter asking for money that you still owe eversmart PLEASE challenge this as they are trying to rip people off. They are DESPICABLE company who have no shame in the way they treat people. They do not care if you have already paid for your supply, they want the money again. Also if you are planning on switching to them, DON'T. Their app is a pile of rubbish. It does not recognise account number and then you can't submit your readings. Then you get estimate bills, which are of course way over the price what it should be and they try to make out its your fault for not giving the readings on the app you can't access. PLEASE PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS. I will be posting this on EVERY social media platform possible so I can get this message to as many ex eversmart customers as possible”

Helpful Report

Posted 4 years ago

“Was over charged for my electric and waiting for my refund it's taken three months! So glad I've gone with another electric provider!”

Helpful Report

Posted 4 years ago

“Seems a lot of bad reviews. Im personally very happy with Utilita. Compared to most smart meter energy companies they have great app and good prices”

Helpful Report

Posted 4 years ago

“This is the worst company i have ever dealt with customer service is absolutely appaling I've just been on the phone yet again my money has been taken but then i get a message saying sorry we can't top you up so we have refunded you but ive got 3 to 5 days to wait the lady i just spoken to sounded like she had just woken up i asked her if she was asleep as her customer service was disgraceful I CAN NOT WAIT TO LEAVE THIS COMPANY ITS SHOCKING DO NOT CHANGE TO UTILITA GUYS IT'S TERRIBLE”

Helpful Report

Posted 4 years ago

“They are the worst company I have ever had dealings with. The customer service is diabolical and the staff are rude. The billing procedures are not fit for purpose. I was still receiving bills for up to a year after I left them. In the end I had to go to the Ombudsman, (twice) and I was financially compensated both times. Terrible, terrible service. Do not go with this company.”

Helpful Report

Posted 4 years ago

“I have 2 properties and experienced the same systematic overcharging for both of them. They massively inflate your meter readings and then hound and threaten you for money. For one of the properties they actually set up 2 accounts and double charged me (dispute still ongoing). For the other they spent 7 months threatening me with crazy bills being 'amended' on a regular basis, the highest being around £1000 for a couple of months that would notmally only be about £100-150) before eventually accepting they'd overcharged me and REFUNDING me over £600. Stick to your guns and don't let them bully you into paying what you don't owe as it's basically extortion and report them to the ombudsman if they continue. This website needs a negative star rating option for companies like this as they really are the worst of the worst.”

Helpful Report

Posted 4 years ago

“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

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

Utilita Energy Reviews