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First Utility – Key Information

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.

They 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.

As an energy provider First Utility provides gas and electricity to residential addresses. They do not supply businesses or commercial premises.

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

Starting a utility comparison is a great way to see if you can save money with UtilitySavingExpert.Com.

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. First Utility wants to help people understand more about how energy is used and how energy waste can be reduced.

Notable dates in the history of First Utility 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 First Utility launched the My Energy app, which helps customers take control of their energy.

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

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 the First Utility 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. The 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 PO BOX 4360, Warwick, CV34 9DB.

You can also make contact on Facebook and Twitter.

A map showing First Utilities Head Office location can be found below.


First Utility – Low Income Families

If you are having difficulty paying your First Utility energy bill, they 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, they 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.

Other 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 may disconnect your supply if they have tried all options to arrange an agreement with you and you have not paid your bill.

Warm Home Discount Overview

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 qualifying customers are offered 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 your energy supplier so they 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 for the the Warm Home Discount. The scheme is first come first served. Even if you received the discount last year, 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.


Fuel Source Summary

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

 Electricity supplied by First UtilityAverage for the UK (for comparison)
Natural Gas32.70%32.30%
Other Fuels7.20%2.50%

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

 First UtilityAverage for the UK (for comparison)
CO2 Emissions330g/kWh290g/kWh
High Level Radioactive0.0009g per kWh0.007g per kWh

First Utility’s Current Energy Tariffs

Tariff NameVariable TariffFixed Rate TariffExit Fees
Curry's Cashback December 2019NoYes£30.00 to 12/11/2019
First Control December 2020NoYes£50.00 to 12/11/2019
First Fixed December 2018 v7 OnlineNoYes£30.00 to 12/11/2018
First Fixed December 2018 v8 Full ServiceNoYes£30.00 to 12/11/2018
First Fixed December 2019 plusNoYes£50.00 to 12/11/2019
First Fixed November 2020NoYes£30.00 to 12/11/2018
First Fixed September 2020NoYes£30.00 to 12/08/2020
First Home Response May 2019NoYes£50.00 to 12/04/2019
First HomeCare May 2019 v2NoYes£50.00 to 12/04/2019
First VariableYesNoNo exit fees
First Variable Prepayment 2YesNoNo exit fees
Smart First January 2019 OnlineNoYes£30.00 to 13/12/2018
Smart plus Control December 2019NoYes£50.00 to 12/11/2019
StuRents Fixed December 2018NoYes£50.00 to 12/11/2018

Other Products & Services

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

First Utility Customer Reviews

According to the latest survey conducted by the consumer champions Which, First Utility came 11th in terms of overall customer satisfaction.

The table below provides a breakdown of the review.

Performance MeasuredStar Rating
Customer service and complaints3 stars
Value for money3 stars
Billing accuracy and clarity3 stars
Helping customers save energy3 stars
Customer Score64%

Last Updated: 13/08/2018