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Contact Utility Warehouse
Phone, Online & Apps

Disclaimer: The information on this page was correct as of August 4, 2021.

Whether you have a question that needs answering or a problem that needs solving, getting in touch with your energy provider can be a time-consuming task. That’s why we’ve brought together all the methods you can contact Utility Warehouse into one place. As always, we’ve got you covered!

First of all, what would you like to do?

Submit Utility Warehouse meter readings

It’s important to submit your meter readings regularly to make sure you’re not sent an estimated bill and are only paying for the energy you’ve actually used.

Utility Warehouse meter readings should be sent on the last day of the month if you want to receive an accurate bill. The easiest way to manually send meter readings is through your online account but you can also submit them by calling 0333 777 0777.

Submit meter readings

Alternatively, you can have a smart meter installed which will send your readings automatically at dedicated intervals so you don’t have to. This ensures that your bill will be 100% accurate and comes with so many more benefits too, including money off your bills.

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.

Get a new top-up key or card

It’s easy to put down your electricity key or gas card and forget where you’ve put it next time you go to top up. But if it’s completely disappeared or been damaged, you can easily get a new one.

All you have to do is contact Utility Warehouse on 0333 777 0777 to ask for a replacement. Your new key or card will be sent in the post, however, it can take up to 5 days to get to you. If you don’t think your credit will last you that long, you can talk to the customer service advisor about what you can do until your replacement arrives.

If you need a new electricity key, you might be able to pick one up from your local PayPoint or Payzone. When you call, the customer service advisor will give you an 8-digit reference number to take with you to pick up your key.

Bear in mind that you’ll have to activate your new key or card by putting it back in the meter BEFORE you can top it up and might have to pay for the replacement.

Paying bills and topping up

are a number of different ways you can pay your bills with Utility Warehouse. The most common way to pay is by direct debit, however, you can also make payments by:

  • Your online account
  • The app
  • Calling 0333 777 0777
  • Bank transfer (account number: 80256684 sort code: 20-00-00) using your Utility Warehouse account number as a reference
  • Cheque (write your Utility Warehouse account number on the back)

To change the way you pay, all you have to do is contact Utility Warehouse on 0333 777 0777 and they can help you out.

If you have a prepayment meter, you can top up your meter at your local:

Moving into a new house

Moving into a new home comes with all kinds of different problems and bills to sort out.

If Utility Warehouse is your current supplier, you’ll have to let them know you’re moving at least 2 working days before your moving day so that they can close your account and produce a final bill. You can do this through your online account or by calling 0333 777 0777.

When you let them know you’re moving, you’ll have to let them know:

  • Your account number
  • Your MPAN/MPRN
  • Your new address
  • Your move-in date
  • Your closing meter readings
  • Whether or not you want your new home to be supplied by Utility Warehouse

Set your utilities up in your new home!

Let us set everything up for you and leave you with one less thing to think about when moving house! Give us a call now, sit back and let us do the work.

If you’ve just moved into a house supplied by Utility Warehouse, you’ll have to call them on 0333 777 0777, even if you’re planning on switching providers. This is because they’ll still supply your energy until the final switch date so you’ll have to pay them for any energy you use.

When you call, you should give them your opening meter readings to make sure that you’re only paying for your own energy usage.

How to report a power cut or gas leak

Did you know…

Your energy supplier isn’t responsible for dealing with power cuts or anything electrical or gas-related other than the billing of your usage. Your distribution network operator is responsible for the maintenance and operation of the electric and gas networks up and down the country.

If you’ve had a power cut and want to report it, you can call 105. This is a 24/7 free line that will take you through to your Distribution Network Operator (DNO) who are responsible for getting the problem fixed and restoring the power.

If there’s been a gas leak, you should call the National Gas Helpline on 0800 111 999. Open all the windows and doors to allow good airflow, turn off gas appliances and supply, and get out of the house.

If you suspect it might be a carbon monoxide leak, you should also call a doctor to get tested for carbon monoxide poisoning, even if you’re feeling fine. If anyone is feeling unwell, call 999.

How to download the app

In a busy world, being able to manage everything on the go is a must. Having the Utility Warehouse app means that you can take control of your energy bills and usage wherever you are.

As it’s a fairly new app, you can’t do a lot there at the moment. You can currently:

  • Make payments and top-up
  • Check your CashBack card balance
  • Submit meter readings
  • View your bills
  • See your usage

More features are set to be announced for the Utility Warehouse app soon, so keep your eye out!

Download for iOS
Download for Android

I have a complaint

If you’re not happy with your energy provider or service and want to make a complaint, there are a few steps you can take to get your problem solved.

The quickest way to get your problem solved is by calling 0333 777 0777 or you can use the online form to let Utility Warehouse know about the problem.

If you’re not happy with how your complaint is handled, you can escalate your case to the Customer Escalations team who will carry out a review of how your complaint has been handled and will try and reach a resolution. Simply write to:

Customer Escalations Team
Utility Warehouse
Network HQ
508 Edgware Road
The Hyde
London
NW9 5AB

After 8 weeks or if a deadlock letter has been received, you can contact the Energy Ombudsman who has the final word on how Utility Network must resolve your issue. If they think that it has been handled fairly, nothing else will need to be done, but if not, Utility Warehouse will have to do whatever they deem necessary to reach a final resolution. You can contact them on 0330 440 1624.

Apply for the Utility Warehouse Warm Home Discount

The Warm Home Discount is a Government-led scheme that takes place every year in which eligible customers can receive a £140 discount on their energy bills. It’s aimed to help low-income and vulnerable households to be able to afford their higher energy bills over the winter and to help end fuel poverty.

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.

There are two groups of people eligible for the Warm Home Discount called the ‘core’ group and the ‘broader’ group. Which group you’re in depends on your circumstances.

If you receive the Guarantee Credit element of Pension Credit, you’ll be a part of the core group. Those in the core group will be entered and accepted into the scheme automatically. You’ll receive a letter from the Department of Work and Pensions letting you know and if there’s anything else you need to do (there shouldn’t be). The £140 discount will be added to your electricity account automatically.

If you receive certain other benefits and support, you could be in the broader group. Which support and benefits you have to receive to be eligible for this group vary by provider and you might have to show proof that you receive them. People in the broader group will have to apply for the Warm Home Discount every year as there are only a limited number of discounts available. Applications normally open in the Autumn and discounts are given on a first-come, first-served basis.

Apply for the Warm Home Discount

Talk about something else

As you may have noticed, there is only one Utility Warehouse contact number for all queries and departments: 0333 777 0777.

However, if you don’t feel like being on hold and passed through different departments, you can also fill out their online form and they’ll get back to you.

Utility Warehouse contact form

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