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Top Up, Reviews, Tariffs & Smart Meters

Disclaimer: The information on this page was correct as of August 23, 2021.

Utilita specialises in prepayment meters and has been installing smart prepayment meters for over a decade – they installed the first smart meter in Britain in 2008. Founded by a former British Gas executive, Utilita aims to give customers a fairer, more transparent energy deal than other big providers.

Whether you’re a new or existing Utilita customer, keep reading to find out the answer to any questions you might have. As always, we’ve got you covered!

Utilita at a glance

  • Name Utilita
  • Customers 800,000
  • % Renewable 8% renewable
  • CEO Bill Bullen
  • Founded 2003
  • Headquarters Eastleigh, England


Are you an existing Utilita customer?

Existing customers can use this page to find out more about your Utilita top up, online accounts, and how to use your smart meter.

My Utilita login

When you switch to Utilita, you should create an online account straight away to make the most of your energy and new smart prepayment meters. You don’t have to sign up for an online account, but it makes topping up and paying bills so much easier.

With a My Utilita account, you can:

  • Top up and make payments
  • View your energy balance
  • See how long your credit will last you
  • Monitor your energy usage
  • Submit meter readings
  • Access exclusive Utilita Extra rewards
  • Apply for emergency credit

All you need to sign up for an account is your email address and customer reference number. You can find your customer reference number on your bills or your Utilita top up cards.

Sign up for My Utilita

Why can’t I access My Utilita?

My Utilita is replacing the old Utilita Top Up app. Your account details will be different from the old app, so you might have to re-register to access your account. You won’t be able to access My Utilita with your login details from the old Top-Up app.

With My Utilita, you can have multiple people registered on one account. If you’re not the main account holder, you might have been deregistered from the account, stopping your access. To fix this, simply talk to the main account holder and they can re-register you.

If you’ve changed your contact email address on your account, your login details will have changed. Check you’re using the right email address and password and there are no spelling mistakes.

Reset your details

Utilita top up cards and payments

Utilita specialises in smart prepayment meters, so you’re likely to have some questions about topping up.

How do I get a Utilita replacement card?

If you’ve lost or damaged your card, you’re in luck – you don’t need one! With a smart prepayment meter, you don’t have to use your card to top up, including:

  • By visiting a PayPoint or Payzone outlet
  • Through your online account
  • Through the app
  • By texting 01803 500 051
  • Over the phone

However, you can request a new eCard which you can use straight away, or a physical card sent through the post. While it’s free, your new card will take roughly 8 working days to arrive, so using an eCard or topping up another way is much better for you.

Request a new top up card

I’ve run out of gas/electricity and can’t afford to top up, what can I do?

If your meter runs out of credit, there’s £15 of ‘emergency credit’ available to use until you can top up again. Your in-home display (IHD) will notify you when you’re running low and when you can activate your emergency credit.

When you’ve used more than £6 of emergency credit, you’ll be able to apply for a ‘POWER UP’. POWER UP lets you borrow credit until you can afford to top up again. You can apply for this through the app and all you have to do is let Utilita know when you’ll be able to top up again. They can use the data from your smart meter to work out how much you’ll need.

If your emergency credit runs out after 3 pm, your supply won’t go off until 10 am the next day. This is called ‘Friendly Credit’ and makes sure you don’t run out of energy at an inconvenient time. It gives you time to go to the shop to top up before your supply is turned off.

Don’t forget, you’ll have to pay back your POWER UP and emergency credit with your future top-ups so make sure you put enough on next time to cover it.


If you’d prefer to pay your bills differently, existing customers can change from prepayment to Flexipay.

With Flexipay, you can choose to pay for your energy via direct debit, pay on receipt of the bill, or pay as you go. You can change this as often as you like to find a method that suits you. You’ll stay on the same tariff with the same fees, it’s just an easier way to take control of your payments.

To switch to Flexipay, call Utilita on 0330 3337 442 and request a change in payment method. You must be an existing customer, have a smart meter, and have at least 1p of credit with no outstanding debts to change to Flexipay.

Problems with your smart meter

While smart meters are a great piece of tech when it comes to saving money and energy, they’re not invincible. You’re always going to run into problems like the ones below.

Automatic meter readings!

Did you know that with a smart meter you’ll never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.

Why is my Utilita smart meter beeping?

There are a few common problems that come with smart meters, and one of those is a beeping noise. Luckily, this is usually an easy fix, depending on what’s wrong.

The first thing you should check is how much credit is left on your meter. It may be alerting you that you’re running low on credit. To stop this, all you have to do is top up. You can do this either at a PayPoint that accepts smart top ups or from the comfort of your own home through the new Utilita app, or your online account. This is one of the handiest features of smart prepayment meters, making sure that your meter is always topped up and you don’t lose supply.

Another thing to check is the battery levels of your in-home display (IHD). Most IHDs only have around 4-6 hours worth of battery life so it’s best to keep them plugged in as much as you can to make the most of your smart meter’s features.

Alternatively, your IHD could have lost connection with your meter. This is likely because it’s too far away. Try and keep it as close to your meter as possible while keeping it in a prominent place in the house.

If you’re still having issues or can’t fix the problem, you should contact Utilita for more help.

Are you considering switching to Utilita?

If you’re thinking of switching providers, there’s a lot you might want to find out before you make your decision. Luckily, we’ve done the research for you and brought everything you might need to know together to help make the switch as smooth as possible.

Utilita Reviews

Seeing an energy provider through the eyes of an existing customer can make or break your decision. We’ve compared their reviews across a range of different sites so you can compare them in one place.

Reviewer Score More information
Trustpilot 4.3 out of 5 | 35,620 reviews
Which? 68% overall score 1.2 out of 5 | 162 reviews

Multiple positive Utilita reviews are praising their customer service team. From ‘helpful’ to ‘patient’, ‘professional’ to ‘fantastic’, reviewers have been naming different members of the team that they’ve spoken to and the range of different names shows that customer service is one of Utilita’s priorities.

However, almost a quarter of Utilita reviews on Trustpilot are 1 star. A lot of these are regarding overpayments and high bills, which has been the downfall of Utilita in the past. Utilita has recently had to pay out over £500,000 in compensation to customers they have ‘mistakenly overcharged’. Almost 40,000 customers were charged over the price cap set by Ofgem, adding up to £127,700 of payments over the price cap.

See full Utilita review

Utilita Tariffs

Utilita is one of the only energy providers with no standing charges. This means that, with Utilita, if you’re not using any energy, you won’t have to pay anything, just don’t forget about appliances which need to be on all the time, such as the fridge, freezer, etc.

Their tariffs come with two rates, even if you don’t have an Economy meter. The first, more expensive rate is charged until you reach a certain amount of energy when it switches to the second, cheaper rate.

Tariff type Pros Cons
Smart Energy
  • Cheaper rates after the first 2kWh per day
  • No exit fees
  • No standing charge
  • Variable tariff (prices can change regularly)
  • First 2kWh per day is expensive
Premium Energy
  • No standing charge
  • No exit fees
  • Cheap rates after the first 1kWh per day
  • Expensive first 1kWh per day
  • Variable tariff (prices can change regularly)
Freedon Energy
  • Cheaper at the end of the month
  • No exit fees
  • No standing charge
  • Prepayment only
  • Expensive first 200kWh of electricity and 488kWh of gas per month
  • Variable tariff

Find out how much you could save when you switch with Utility Switchboard

Most of these tariffs are also available for Economy 7 meters. Utilita also offers tariffs for those with Economy 10 meters, with cheaper energy prices both in off-peak times and after the first kWh used per day.

To make sure you’re on the best prepayment tariff for you, give us a call on 020 3992 7717.

Smart meter installation

If you join Utilita, you’ll need a smart prepayment meter installed, which some people are put off by.

However, they come with a number of benefits, including:

  • Topping up online
  • Seeing your usage in real time
  • You’re more aware of how much credit you have left
  • You don’t have to access your meter as regularly

Automatic meter readings!

Did you know that with a smart meter you’ll never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.

The installation process

If you don’t have a smart meter already, Utilita will install one for you for free.

The installation process is quick and easy, but there are a few things you’ll have to take into consideration:

  • You must inform your engineer in advance if there are difficulties accessing your meter or property
  • During the installation process, your supply will be turned off for around 1 hour per meter
  • Someone over 18 must be there for the whole installation process

Fuel Mix Disclosure

All energy providers in the UK have to share their fuel mix, which tells us where their electricity is sourced from. In a world where we’re more environmentally aware, a lot of people are switching to more renewable energy providers and away from those who use expensive fossil fuels.

Here, we can see the breakdown of Utilita’s fuel sources:

Warm Home Discount

Utilita is one of the many energy providers working with the Government-led Warm Home Discount. Those who are eligible for the scheme can receive £140 off their electricity bill over the winter. If you have a smart prepayment meter with Utilita, you’ll receive your £140 in two £70 payments – one in December, one in January – but if you pay another way or don’t have a smart meter, it will be a one-off payment of £140.

Get £140 from the Warm Home Discount

Let us guide you through the Warm Home Discount and find you the right tariff that can also give you an additional £140 from the Warm Home Discount.

If you’re eligible for the Warm Home Discount, you’ll be in one of two groups:

  • The core group – If you receive the Guarantee Credit element of Pension Credit you’ll be in the core group. You won’t have to apply because you’ll be accepted automatically. You should receive a letter from the Department of Work and Pensions letting you know.
  • The broader group – To be in the broader group, you’ll have to receive certain benefits in order to qualify. Utilita uses the eligibility criteria set by Ofgem, but some have different qualifying criteria. You’ll have to apply for the Warm Home Discount every year through Utilita.
Find out more about Utilita’s Warm Home Discount

For more help switching...

Give us a call and we'll walk you through your options. We have handpicked a fantastic panel of providers in a number of home utilities, giving you a great choice of vetted options, taking all of the leg work out of switching.

0203 992 7717

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*10% of customers who switched gas & electricity with Utility Switchboard between January 2021 - March 2021 saved £180 or more on their annual bill.