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Disclaimer: The information on this page was last updated on 21/12/2022, 11:31:23

When you have a problem with your energy provider, getting it sorted can be stressful. We’ve brought together all the numbers and methods to contact Utilita to get everything sorted quickly and easily. As always, we’ve got you covered!

Submit a meter reading

While Utilita uses smart prepayment meters, you might still want to submit meter readings to make sure you’re paying the right amount for the energy you’re using, especially if your meter is still in credit mode or you’re paying by direct debit.

There are several different ways to submit your meter readings to Utilita:

• Let your smart meter do the work for you
• Using the online form
• Send an email to meterreadings@utilita.co.uk
• Online at My Utilita
• Through the My Utilita app
• Call the automated meter reading line at 0345 2093 750
• Speak to a Customer Service Advisor by calling 0345 2072 000

When you submit your reading, you don’t have to include the numbers after the decimal point or those in red.

Request a new Utilita top up card

Whether your top-up card is lost, broken, or just not working, you can either get a replacement or you can top up online through your My Utilita. You could be charged £6 per replacement card which you’ll pay back with your next top-ups.

You can ask to be sent a new physical card through the post, however, it can take around 8 working days to arrive. If it hasn’t arrived within 10 days, you should call 0330 3337 442. If you need your new card sooner, you can request an eCard which will work straight away.

All you need to request a new card is your postcode and either your meter serial number, customer reference number, BillPay number, or top-up card number.

Get a new top-up card

Paying bills and topping up

Keeping your meter topped up is extremely important if you want to keep your energy supply. Because Utilita specialises in smart prepayment meters, you don’t just have to top up at the shop any more.

You can…

• Top up online
• Download the app
• Text 01803 500 051 with ‘Pay’, your Utilita top-up number, the amount you want to top up (without the currency sign) and your 3 digit CVV with a space in between each. You’ll have to have an online account for this.
• Call 03452 068 333
• Top up at your local PayPoint or Payzone
• Prepay via direct debit
• Pay on receipt of your bill with BillPay

Contact Utilita about moving house

If you’re moving house, you’ll have to contact Utilita to give them your final meter readings if you’re moving out and first meter readings when you move in. This is important so that you can be refunded any credit you have left on your meter and aren’t paying for someone else’s energy use.

You can let Utilita know you’re moving by calling 0345 2068 777 or by filling out the online form.

If you’re switching to Utilita when you move, you might have to agree to a free smart meter installation. However, if you do decide to switch away again, your new smart meters should work with your new provider.

There’s a power cut or gas leak at my house, what do I do?

If you’ve had a power cut, you can call the Distribution Network Operator (DNO) on 105. Alternatively, you can call Utilita on 03452 072 000 for help getting back on supply.

If you suspect a gas leak, you can call the National Gas Emergency Helpline on 0800 111 999.

If you think your leak might be carbon monoxide, call a doctor as soon as possible to be tested for carbon monoxide poisoning, even if you’re not feeling unwell. If you do start to feel unwell, get out of the house for some fresh air and call 999.

Downloading the My Utilita app

The My Utilita app has all the benefits of the old Top-Up app, with some added extras.

With the My Utilita app, you can:

• Top up and make payments
• Access the online portal
• View your balance
• View bills and payment history
• Generate eCards
• View your meter debts
• Receive notifications when your credit’s running low
• Submit meter readings
• View your energy usage
• Get exclusive rewards
• Refer your friends

Download the app on the App Store and Google Play.

I want to make a complaint

In Q3 of 2020, Utilita received 635 complaints per 100,000 customers. They managed to resolve 25% of complaints within one working day and 88% within 8 weeks.

If you’ve had a bad experience with Utilita and want to complain, you have a wide range of choices:

• Call the Customer Care team on 0345 2072 000
• Email customerrelations@utilta.co.uk
• Write to:
  Freepost RTXA-BEUG-KLGH
  Utilita Energy Limited
  Hutwood Court
  Bournemouth Road
  Chandler’s Ford
  SO53 3QB

If you call, you’ll be able to talk to a dedicated complaints manager who can help you resolve your problem as quickly as possible. If you send an email or a letter, they’ll call you back when they receive the complaint. If you’d rather they contact you in writing, you should specify this in your email or letter.

If you’re unhappy with how your complaint was handled, you can request an internal review or escalate it to the Energy Ombudsman on 0330 440 1624 or enquiries@enrgy-ombudsman.org.uk

Find out about the Warm Home Discount

The Warm Home Discount is a Government-led scheme designed to help lower-income and vulnerable households afford their higher energy bills over the winter by offering a £140 discount. If you meet certain criteria, you’ll be categorised into one of two groups: the core group and the broader group.

If you’re in the core group, you’ll be automatically accepted into the scheme and will have received a letter from the Department of Work and Pensions letting you know. You’ll be receiving the Guarantee Credit element of Pension Credit and won’t have to do anything to apply.

If you’re in the broader group, you’ll have to meet certain other criteria. However, due to a high number of applications and a limited number of discounts, even if you meet the criteria and have applied, you might miss out.

Utilita opens its applications in August and pays the discount in December and January. If you’re accepted and have a smart prepayment meter, you’ll receive two payments of £70, however, if you don’t yet have a smart meter or pay via direct debit or on receipt of bill, you’ll receive a one-off payment of £140.

You can contact the dedicated Warm Home Discount team on 0800 731 0214 or click the button below to find out more.

Find out more about Utilita's Warm Home Discount

I want to talk about something else

For general enquiries not covered here, you can contact Utilita by calling 0345 207 2000 or using the live chat feature on their website.

If you’d rather talk to someone in person, you can also visit one of Utilita’s energy hubs. They have 6 hubs across the UK which you can visit for advice, topping up, and support.

The subject matter of this webpage is subject to the opinion of, and factual research carried out by, the author. We always strive to provide the most up to date, correct and informative information in all of our webpages, but from time to time, you may spot an error or something you don't agree with. Please report this to us at info@utilityswitchboard.com

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