Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.47

1.5 Rating 471 Reviews

11 %

of reviewers recommend Utility Warehouse

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1.5

Based on 471 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 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

“Please avoid this inept, disorganised, awful company.”

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Posted 2 weeks ago

“Stay away from this company, they are utter con artists!!!!!”

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Posted 2 weeks ago

“Customer service appalling- they obviously outsource the calls. The people have no idea of billing and what an activity statement is. They have not been applying payments that I have made as credits to my account. I want to see if they have allocated the additional payments made as I cannot. When I have written in nothing no response. When I have called in - they have started arguing on the phone. Not resolved”

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Posted 3 weeks ago

“So hard to deal with”

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Posted 4 weeks ago

“Despite UW being told on very many occasions that my gas meter screen is blank they have asked me to contact Calisen to arrange for one of their agents to come and read the meter. In a conversation with UW, which lasted over an hour, I sent images and a video of the blank meter. UW said I would be advised within 10 days of when the meter would be replaced. Calisen have had no instructions to replace the meter. UW constantly send out communications that they haven’t received meter readings and I constantly tell them the screen is blank. I have emailed UW CEO but not received any communication from his department. Not impressed at all.”

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Posted 4 weeks ago

“excellent helpful service over many years”

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Posted 1 month ago

“I signed up with UW (Utility Warehouse) in October and submitted all the correct meter readings. I was concerned and repeatedly messaged them asking why UW hadn’t started yet, but they didn’t provide clear responses. They kept saying the bills would arrive, but they never did. This continued from October, and in January and February, I contacted them again. Still, no bills arrived. Finally, in February, I received the electricity bill for several months, all at once, and now in early March, I received the gas bill as well. I paid the full electricity bill, but the gas bill came with an absurdly high charge. They claim I didn’t submit the December meter reading, but this is not true. I sent all the readings, including for December. I was under the impression they would send the bills separately, month by month, but instead, they accumulated multiple months into one large bill. Even though I had already submitted my readings, they claimed they couldn’t make corrections because they hadn’t received the December reading. This doesn’t make sense since I submitted it on time. Here are the readings I sent: The estimate they provided was excessively high and does not reflect my actual usage. The amount they charged is far beyond what I normally consume, as shown by my previous bills. Even with the estimate, they cannot justify sending such an inflated charge. There is no way I could have used that much in such a short time frame. To make matters worse, in March, my meter reading still hasn’t reached the amount they showed in the December estimate. How is it possible for me to have used that much when I haven’t even reached those numbers yet? It doesn’t add up. What I’m questioning is not my willingness to pay; it’s the way they have handled the billing. They have accumulated bills from October, November, December, January, February, and March all into one huge bill. They’ve combined all these months together and sent them as one payment, which I clearly stated would be a financial problem for me. I raised this concern months ago in our WhatsApp conversations, but they refused to resolve it. It feels like this was done deliberately. They should have at least sent the bills for October, November, and December separately, and then the ones for January and February separately, and so on. Instead, I’m being forced to pay everything at once, which is causing significant financial strain. I’ve repeatedly mentioned this issue, but they chose not to listen or act on it. Now, I am being asked to pay more than £870 in less than two months, between the electricity, gas, and water bills. In February, I received a bill for £357, and then in March, I received another bill for £540. How am I supposed to manage to pay this amount in such a short period of time? This is an enormous amount of money, and I don’t have the financial capacity to pay both bills in less than a month. I made it clear this would cause me significant hardship, but they ignored it. I am also questioning the high estimate they’ve made. My meter reading has not come close to the numbers they estimated, and as of now, we’re in March, and I’m still nowhere near their December estimate. For example, they claimed I used £282 of gas in December, but when I calculate my usage for December, January, February, and March, I’ve still not reached £200 in total. How can they justify charging me that amount? In the past, with all the other energy providers I’ve had, I’ve never experienced anything like this. They always sent the estimates according to my usage, and whenever I submitted my readings, the bills were always accurate and arrived on time. I’ve always been responsible with my payments, and my usage has been consistent and fair. I am asking for an urgent resolution to this issue. I want the bills sent correctly, with reasonable estimates that reflect my actual usage, and I demand that they be sent separately, as requested ⸻ This situation is causing me a lot of headaches. I’m struggling to focus on my work, and everything is being disrupted because of it. I’ve always made sure everything was in order, and I don’t like dealing with these kinds of issues, which only bring frustration. I never want to experience something like this again.”

Utility Warehouse 1 star review on 14th March 2025

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Posted 1 month ago

“They’ve been overcharging me massively for months on estimated readings (even though I have a smart meter). I’ve sent in readings and these have been ignored ‘because it wasn’t in the expected range’. I’ve been told that I need to attach photos to my account (and there is no way on the website to do this) and this ‘should’ mean it’s automatically dealt with in the next bill. They closed my complaint without resolving the issue and will take payment later this month for electricity I haven’t used, without refunding me for the massive overpayment already made. Absolute joke of a company. Wont be using them again and will be pursuing a complaint with the ombudsman as soon as the necessary time has elapsed.”

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Posted 1 month ago

“We purchased a house in January this year and switched suppliers to Utility Warehouse for our gas, electric and broadband. The house is uninhabitable and is undergoing renovation work, we had the gas supply locked off immediately as the old central heating was removed, therfor cannot supply a meter reading,we are being charged monthly and have never used any gas. Despite numerous conversations explaining this situation, UW are very unsympathetic and all they are interested in is trying to force us to have smart meters installed. Diabolical service.”

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Posted 1 month ago

“Very bad experience. I was UW electricity consumer, but my house moving experience was pathetic. I submitted move out date and got confirmation mail from UW, But then I get bills even 3-4 weeks after my move. Now they have been delaying my settlement even though being on calls and emails for months. No resolution till now. Putting review here just to make sure they listen now!”

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Posted 1 month ago

“Honestly, just unreal. Had an open complaint since 20th January. Been billed incorrectly for 2 months straight despite submitting meter readings. Promised calls never made. CEO complaint email does not get answered. Terrible.”

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Posted 1 month ago

“Simply is the best. All in one bill, energy, brodband, sim cards and insurance🙂😄”

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Posted 1 month ago

“My utility bills have come down and not up since I joined five years ago despite the energy crisis. One bill for all my utility bills, gas, electric, mobile, landline and broadband. Fantastic company with excellent customer service.”

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Posted 1 month ago

“Unfair Charges and Poor Service Review: I have had a terrible experience with UW. They have taken money from my account multiple times without my permission, even though I was on a top-up plan. They claimed I had an outstanding balance, but I have no idea what for. When I contacted them, they were unhelpful and could not explain the charges properly. It feels like they just take money without reason. This is one of the worst companies in the UK – avoid them if you can!”

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Posted 1 month ago

“This is where you'll see the real truth about Utility Warehouse. They are a shockingly bad company and one of the worst providers in the UK. They'll charge you and randomly increase your bills out of nowhere and you'll be left wondering. Refund process is a nightmare. I feel trapped with them. Avoid like the plague!”

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Posted 1 month ago

“Shocking company to deal with, frontline staff just don't understand what you are asking them and say they will call back and never do. Complaints department say they will call and dont”

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Posted 1 month ago

“Taking over gas and electricity within 1 day not adhering to 14 day cooling off period.”

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Posted 1 month ago

“I signed up with Utility Warehouse just before the energy price cat effective 01 January 2025. Firstly the unit rates for gas and electricity are excellent, and the standing charges c. 20% lower than my previous provider. My broadband despite an engineer shoddy workmanship was sorted just after Christmas and is working well and with my mobile and broadband I'm saving c. 400 pounds per year just on mobile and broadband. That's the positives. Their billing is atrocious. My transferred meter readings for electricity were wrong when they issued their first bill, and although UW were very responsive to my query confirming they will suspend my direct debit payment for the first bill, they still messed up the correcting bill. Being an accountant used to billing and contract compliance this kind of thing is right in my wheel house and I won't let UW get away with it. They are regulated by OFGEM and FCA and they have a legal duty of care to their customers. If anyone reading this has cause to speak to UW about any issues regarding erroneous billing, when you get through, tell the representative that you want to record the call (even if you aren't) and ask them if they are happy to continue. (They are unlikely to refuse after all as you are a customer and will record their call with you if they had to contact you).”

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Posted 2 months ago

“They switched me from edf within a day totally ignoring the so called 14 day cooling off period which is everyone has a right to change their mind and cancel.”

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Posted 2 months ago

“awful company if there is a problem to sort out. Month and months of back and forth just trying to get them to listen to me that there was a problem with my meter. Eventually when they realised there was a problem its been a whole nightmare getting it fixed and trying to get reimburse for overpaid electric for years! They fobbed me off with a 'goodwill gesture' not even close to anything like what I am due. Down to my health and anxiety issues I have had to accept this as I cannot spend another year back and forth trying to get this resolved. Awful company I would never ever recommend to anyone.”

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Posted 2 months ago

Utility Warehouse is rated 1.5 based on 471 reviews