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Utilita

What are the key things I need to know about Utilita?

Utilita Energy is the leading provider of smart pay as you go energy in Great Britain. Every customer is supplied with a free smart meter.

Depending on your supply type, a smart metering system is usually made up of a gas meter, electricity meter and an in-home display. All three pieces of equipment communicate with each other and also with Utilita Energy. The in-home display shows you:

  • pink tick the amount of energy you are using in real time
  • pink tick what your current credit balances are
  • pink tick how long each balance is likely to last based on your current rate of usage.

You can choose to pay for your energy in two ways. You can pay via monthly direct debit. Alternatively, you can pay as you go and pay for your energy in advance online, via SMS, using the Utilita Energy app, or at any PayPoint outlet with cash or card.

Utilita Energy has a commitment to always be cheaper than the Big Six energy companies on a prepayment tariff.

Utilita Energy emphasises the quality of its customer care and promises that every customer can have the support of a specialist advisor who is experienced in handling any enquiry. In 2017, a Which? survey of 23 energy companies in England, Wales and Scotland ranked Utilita Energy seventh out of 23 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.

To find out more about how Utilita are improving the pre-pay energy market, please watch the video below:


What’s the history of Utilita?

Utilita Energy was established in 2003. Its aim was to provide a simple, easy to understand and transparent service.

The company employs 200 staff at its head office and has 400 field staff including installation engineers and sales representatives.

In September 2016, Utilita Energy had over 400,000 customers for the first time.

As of 1 April 2015, Utilita Energy has been participating in the Energy Company Obligation. This is an energy efficiency scheme that requires larger energy suppliers to deliver free energy efficiency measures such as insulation and boiler care to domestic properties within Great Britain. The aim of the scheme is to reduce the energy and cost wasted in domestic properties within Great Britain.


How do I contact Utilita?

Utilita Energy says the best way to get in touch is to use the contact form on its website at www.utilita.co.uk/contact-us/. You can email the Customer Care Team at customerservices@utilita.co.uk.

Utilita Energy also provides the following numbers to call:

  • pink tick Customer Care Team: 03303 337 442
    This line is open 8:00am to 8:00pm Monday to Friday and 8:00am to 1:00pm on Saturday
  • pink tick Welcome Team: 03452 068 777
    This line is open 9:00am to 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday
  • pink tick Moving Home: 03452 068 777
    This line is open 9:00am to 6:00pm Monday to Friday
  • pink tick Automated Top-Up Line: 03452 068 333
    This line is open 8:00am to 8:00pm Monday to Friday
  • pink tick Emergency Line: 03452 068 999
    This line is open 8:00am to 10:00pm every day. Outside these hours, you need to contact the relevant organisation from the list at www.utilita.co.uk/contact-us/emergency-lines.
  • pink tick Meter Reading Line: 03452 093 750 or meterreadings@utilita.co.uk
    This line is open 24/7

Utilita Energy is also on social media. Its Twitter account is twitter.com/utilitaenergy and it is on Facebook at www.facebook.com/UtilitaEnergyUK/.

If you would like to make a complaint, there are three ways to do it:

  • pink tick by calling 03452 072 000
  • pink tick by emailing customerservices@utilita.co.uk
  • pink tick by writing to Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB

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

Utilita Energy says that its smart meters will help you to save energy and money. This is because the meter shows you how much energy you are using and how much this is costing.

Utilita Energy also has an Extra Care Team. This team is trained to offer you energy saving advice, discuss energy efficiency and help you monitor your usage.

If you are struggling with debt, Utilita Energy suggests you get in touch with the debt charity StepChange. This charity provides free debt management and insolvency solutions.

If you are on income support, job seekers allowance, pension credit or employment and support allowance you might be eligible for the Fuel Direct Scheme. The Fuel Direct Scheme means your gas and electricity bills are paid directly out of your benefits payments.


Is Utilita part of the Warm Home Discount Scheme?

Utilita Energy is a member of the Warm Home Discount Scheme, although applications are closed for 2016/17. It plans to run the scheme again and advises people to keep an eye on its website and social media accounts. You can also email warmhomediscount@utilita.co.uk if you have any questions.

The Warm Home Discount Scheme is a government initiative that gives qualifying customers a rebate of £140 on their winter electricity costs.

You automatically qualify for the scheme if you receive the Guaranteed Credit element of Pension credit.

You may be eligible for the scheme if you are on a low income or you receive certain means-tested benefits.

The Warm Home Discount is usually a discount on your electricity bill. Because Utilita Energy uses smart meters, the scheme works slightly differently. If you have a smart meter and are a pre-payment customer, it credits the payment directly to your meter. If you do not have a smart meter and are a pre-payment customer, it sends you a voucher that you can redeem at any PayPoint outlet. If you are a billing customer, it deducts the payment from your monthly or quarterly bill

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What fuel sources does Utilita use?

Utilita Energy gives its fuel mix for the 2015-16 tax year as follows:

Fuel TypeUtilita Fuel MixUK Average Fuel Mix
Coal19%17%
Natural Gas33%32%
Nuclear13%24%
Renewables28%24%
Other Fuels7%3%

Utilita Energy provides the following environmental impact information:

  • pink tick Grams of carbon dioxide emitted per kWh of electricity: 332.4 g/kWh
  • pink tick Radioactive waste produced per kWh of electricity: 0.00196 g/kWh

What are the current Utilita gas and electricity tariffs?

Tariff NameVariable TariffFixed Rate TariffExit Fees
Premium E7YesNoNo exit fees
Premium EnergyYesNoNo exit fees
Smart E7YesNoNo exit fees
Smart EnergyYesNoNo exit fees

Last Updated: 02/08/2017