Utilita Electricity

If you want an honest review, read this!

Absolute shower of muck!

Never experienced such poor service and disregard for customers in my life. At the time of joining Utilita, I did so as I worked for Utilita and we had a staff discount plan. Thought id take advantage of it, but a massive mistake that’s caused problem after problem. I was a member of staff and have experienced ridiculous service, so I genuinely feel sorry for a regular customer of Utilita.

Firstly when switchover date happened, I was set up on an incorrect tarrif which left us without off peak hot water and heating, the tariff was incorrect and I wasn’t on a staff discount plan. Took several hours on the phone to try and rectify, managed to get the off peak sorted, but tarrif was still incorrect.

Secondly, after utilita took over, it caused the meter to some how become faulty, and they well and truely messed up my meter reads. Phone call after phone call, I tried to explain my meter is faulty and the reads you have are incorrect. Tried to get it resolved and have a meter replacement, but probably easier trying to get blood out of a stone. I’ve put in a complaint and it’s now somehow disappeared from their system. After a month of no resolution and simply becoming so stressful, i moved away from Utilita and went with another supplier. The new supplier came and changed the meter within the first few days, and I finally have correct readings. Since then, the ve had incorrect bills from utilita and demands for payments. The icing on the cake is they have sent me a bill for £1490 during the 7 week period I was with them!! They believe I have used 1963kwh during the day and a massive 8450kwh on my night usage in 7 weeks! Absolutely crazy and they refuse to listen and rectify their mistakes. I’ve even paid them £300 for the time I was with them, and if anything, I should be due money!. Received the bill today, and to add insult to injury, I’ve a £30 late payment fee added. I’ve honestly spent so much time with this shambles of a company, passed from pillar to post, put official complaints in and told things would be sorted. Yet still, they do not care, and will chase you for money you don’t owe. I honestly would recommend that no one touch them with a barge pole, and feel sorry for anyone else having to go through what I’m going through with them.

Worst ever. No answer on chat, phone, emails, online forms. Wasted hours over 2 weeks now trying to speak to someone over change of tenancy to activate prepay meter to get power. In this freezing weather too. Use another energy provider if you can !!!! Utilita: Don’t reply to this with your general phone number it’s a waste of our time, too few people get through.

Only sign up with Utilita if you want....

To wait on the phone for hours to end up frustrated and with no resolution.

Smart meters installed by them after months of waiting that don't communicate, meaning you are forced to top up rather than pay by direct debit.

Engineers who either don't show at appointed time or, if they do, are not the sharpest tools in box (being kind).

An offshore call centre that is more focussed on getting you to do things their way than solving your problem.

Dreadful customer service in every way.

If you're up for the above, use Utilita. If you want to deal with a company that cares, go elsewhere.

Although I've had no electricity problems since I signed up with Utilita energy. I do however have doubt about the numerous emails I get about their so called prize draws. I have been a customer for about a year and a half going on two years and never stood a chance at all of winning anything not even the minimum £10 to my meter. which makes me wonder if its just for them to gain more customers. Although it is very convenient not having to go outside to top up my meter every week I'm seriously considering moving to a better supplier without all the "You could be a winner Email BULL. "

Disgusting company..They blocked my attempts to change provider THREE times. Every time I called them the so called customer services, I couldn't believe how rude those people were. Glad to say ombudsman service sorted my problem out. Now I await the written apology and a small compensation cheque. AVOID UTILITA AT ALL COSTS

This is an e-mail we sent to Utilita on 23 April. We have an ongoing dispute with them over our account. They do not reply, they ignore our readings and all we want them to do is sort the account out and pay back the overcharge into our account. We have removed personal details from this review.

Dear Sir,

I wrote to you last on 26th March 2020 to complain about the on going, inadequate treatment we have received from you as clients.

Since then I have been unwell, so have been out of action – hence our lack of correspondence!

To summarise, we have received and continue to receive invoices for hugely, unbelievable amounts and occasionally we receive large credits! In my mail of 26th March I requested that you take our most recent meter readings and issue correct invoices and credits. At the same time I requested that you immediately pay the overcharge into our bank account. Typically, we have received no response from you!

We realise that your company tends to completely disregard meter readings and sends bills based on ‘your estimation’, this is not good enough! I have below given our up to date meter readings, I would like you to simply account for our usage and advise us of the correct amounts owing to us on our accounts. This should then be transferred to our bank account, details of which we have previously sent to you and which are once again shown below below. We were definitely very much in credit on our accounts when Eversmart went down and in fact received a letter from you stating this months ago! I understand that the problem has been further compounded by the fact that the gas meter for number 1 ...... has been changed. We have sent photos, as requested of the gas meter more than once and as is your way we have had no response. This clearly is not good enough. It is not our fault that ‘Eversmart’ changed this, we had no say in the matter.

We would like an undertaking from you that you will in future only charge on readings given. We realise that your profits are increased by this practice, but that is also totally unacceptable.

We have been told by your staff in a letter that as we are unhappy we can refer this to the Ombudsman, but that takes time and all we want is for you to run our account as any respectable company should.

Our meter readings today are as follows:

We have two properties and here we inserted the house address and meter readings taken for gas and electricity.

Our bank account details are as follows:

Here we gave details of the account to be credited.

This problem has remained unresolved by you since we first complained in October 2019, which is totally unacceptable!

The only activity we have had from your company is when we posted a complaint on trust pilot. If we do not receive a positive response from you within the next 7 working days we will post a new review every day thereafter until this account is settled!

It is a hassle. Constantly being told that any balance has been paid off to then be added more that is being plucked out of thin air.

They cannot get my address right after many many many many attempts to do so.

Each person that I speak to has different information to give me on my account and the balance on it.

I have to keep calling them and be on hold for 30 minutes at a time often 3 times calling one after the other. It has been a chore and a waste of my life for someone to tell me, well that's how it is.

This company are an absolute disgrace they are extremely expensive.

I was with a company called Eversmart who went bust last year. I was placed with Utilita who informed I didn’t need to do anything as nothing was going to change. I heard nothing for 4 months then received a bill which was massive I contacted them but they said I was on the lowest tariffs. I asked why I was not given the opportunity to move to another company, they said they had sent me a welcome pack out which I have not received. I have since asked on three occasions to send me a welcome pack but still haven’t received one. I am in touch with the ombudsman to resolve this issue.  It’s a disgraceful way to run a company. Avoid Utilita at all costs.

I have been with Utilita for three years. I have them as a dual fuel supplier. They have proven to be more expensive than any previous supplier and I am still waiting for them to connect the gas supply. They will not respond to phonecalls Emails or Warmer Home Discount Applications. I am now forced to use fan heaters and they are more expensive to run than my gas central heating. This company should be struck off the list of energy suppliers!

Utilita are the worst, they never pick up the phonr or get back in touch (not even via email) if you move into a property with utilita already there, youll end up paying for previous tenants debt. How can a pay as you ho meter have a debt?? The poorer/ lower wage earners always getting screwed.