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What are the key things I need to know about First Utility?

First Utility is the seventh biggest gas and electricity supplier in the UK. It has 2% of the UK energy market.

In 2017, a Which? survey ranked First Utility 11th out of 29 companies for customer satisfaction. The survey looked at customer service, value for money, the accuracy and clarity of bills and how well the company helps you to save energy.

First Utility promises to:

  • pink tick put you first by having more staff in its call centres than ever before.
  • pink tick help you keep track of your energy usage by using the latest technology that puts you in control.
  • pink tick offer some of the lowest tariffs and help you lower your bills.
  • pink tick change the face of the industry and make energy simpler, fairer and cheaper.
  • pink tick give back through the First Utility Foundation and to work with charity partners like NSPCC.

First Utility only provides gas and electricity to residential addresses. It does not supply businesses or commercial premises.

Watch this short video for an explanation of the process involved with switching to First Utility

What’s the history of First Utility?

First Utility was launched in 2008. It aims to change the face of an industry where 70% of customers pay too much. It wants UK householders to have a fundamentally cheaper, fairer and more transparent deal on energy. It also wants to help people understand more about how energy is used and how energy waste can be reduced.

Notable dates in the First Utility’s history include November 2014 when it succeeded in forcing the industry to halve the amount of time it takes to move energy supplier from 6 weeks to 2.5 weeks. In 2016 it launched the My Energy app, which helps customers take control of their energy.

It’s CEO is Ian McCaig. He joined First Utility in 2011 from lastminute.com where he was CEO.

How do I contact First Utility?

First Utility says that the fastest way to get an answer to your question is to use Ask First on its website. Ask First is a virtual assistant that is trained to provide instant answers to all sorts of questions.

Some sections of First Utility’s website offer a ‘chat with an agent online’ facility.

If you would like to email First Utility, the company recommends using its contact form. If you need to email them with an attachment, you should use customer.service@first-utility.com.

To speak to someone at First Utility, call 01926 320 700. First Utility’s call centres are open from 8:00am to 8:00pm on weekdays and 9:00am to 4:00pm on Saturdays.

If you would like to write to First Utility, its address is First Utility, PO BOX 4360, Warwick, CV34 9DB.

First Utility is also on Facebook and Twitter.


What help does First Utility offer me if I’m on a low income or in debt?

First Utility says that if you are having difficulty paying your energy bill, it will work with you to try to find a way to help you to do so.

If you are having trouble paying your energy bill, First Utility says it will:

  • pink tick contact you by phone, letter or email to find out what it can do to help.
  • pink tick take all reasonable steps to assess your ability to pay.
  • pink tick discuss your individual circumstances with you, in particular whether you or anyone in your household is vulnerable. (First Utility defines vulnerable people as people with young children, people who are of pensionable age, people who have a disability, impairment, or who are chronically sick or people with a visual or hearing impairment.)
  • pink tick offer you energy efficiency advice to help you reduce your energy costs.
  • pink tick offer solutions to assist you in paying any overdue or future bills.

First Utility says its suggested solutions to help you pay your energy bill include:

  • pink tick deferring payment in the short term.
  • pink tick agreeing a debt repayment plan in instalments.
  • pink tick agreeing a regular instalment plan for future bills.
  • pink tick installing a prepayment meter where it is safe and reasonably practical to do so.
  • pink tick arranging for payment directly from benefits through the Fuel Direct Scheme if you are on certain means tested benefits.

As a final option, First Utility will disconnect your supply if it has tried all options to arrange an agreement with you and you have not paid your bill.

Is First Utility part of the Warm Home Discount Scheme?

Yes, it is.

The Warm Home Discount Scheme provides financial support to customers who are in, or who are at risk of being in, fuel poverty. It means First Utility offers qualifying customers a rebate of £140 on their winter electricity costs.

You are definitely eligible to receive the Warm Home Discount if you or your partner who lives with you:

  • pink tick receive only the Guarantee Credit element of Pension Credit (no Savings Credit – no age restriction).
  • or

  • pink tick are 65 or over and receive both the Guarantee and Savings element of Pension Credit.

If either of these apply, you do not need to apply for the discount because you will receive it automatically. The Department for Work and Pensions should write to you and let you know if this is the case. They will also notify First Utility so it can pay your rebate.

If you do not fall into either of the above groups and do not receive a letter from the Department for Work and Pensions, you may still be eligible for the scheme. You may be eligible if:

  • pink tick you are on a low income
  • or

  • pink tick you get certain means-tested benefits.

If this is the case, you should apply to First Utility to receive the Warm Home Discount. The scheme is first come first served. Even if you received the discount last year, First Utility says you will need to apply again for this year’s scheme.

You can check the precise criteria for eligibility at https://www.first-utility.com/about-us/saving/energy-saving/warm-homes-discount/.

If you successfully qualify for the scheme in 2016/17, you will receive your £140 fuel rebate by the end of May 2017.


What fuel sources does First Utility use?

As of figures available in February 2017, this is First Utility’s fuel mix:

Electricity supplied by First Utility Average for the UK (for comparison)
Coal 18.90% 17.00%
Natrual Gas 32.70% 32.30%
Nuclear 12.90% 23.70%
Renewables 28.30% 24.30%
Other Fuels 7.20% 2.50%
Total 100% 100%

As of figures available in February 2017, First Utility assessed its environmental impact as follows:

First Utility Average for the UK (for comparison)
CO2 Emissions 330g/kWh 290g/kWh
High Level Radioactive Waste 0.0009g per kWh 0.007g per kWh

What are the current First Utility gas and electricity tariffs?

Tariff Name Variable Tariff Fixed Rate Tariff Terms & Conditions Exit Fees
First Fixed April 2019 v4 plus No Yes View Here £50.00 to 12/03/2019
First Fixed April 2019 v5 plus No Yes View Here £50.00 to 12/03/2019
First Fixed August 2018 v4 No Yes View Here £30.00 to 13/07/2018
First Fixed August 2018 v6 plus No Yes View Here £30.00 to 13/07/2018
First Fixed June 2018 v4 No Yes View Here £30.00 to 12/05/2018
First Fixed June 2018 v5 plus No Yes View Here £30.00 to 12/05/2018
First Fixed March 2018 v6 Online No Yes View Here £30.00 to 10/02/2018
First Fixed March 2018 v7 No Yes View Here £30.00 to 10/02/2018
First Fixed March 2020 No Yes View Here £30.00 to 11/02/2020
First Variable Yes No View Here No Exit Fees
First Variable (Prepayment) Yes No View Here No Exit Fees

Last Updated: 06/03/2017

Is there anything else I need to know about First Utility?

If you are a customer of First Utility, you can benefit from the company’s broadband deals.