I spoke to your lovely agent Ginger, she was most helpful and very patient with me, made me feel at ease ☺️. Other customer service staff could learn alot from this young lady 😀 definitely knows how... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Marvin was very helpful, patient and kind with me with an issue no one else had managed to solve our really understand. He helped me get set up, waited patiently while I set my skint up and guided me... See more
Company replied
What a wonderful polite, helpful, considerate man I just spoke to. He couldn't do enough to help me with the problem I had he phoned me back on time every time he said that he would trying everything... See more
Company replied
I wanted to put a bad review however after contacting them and explaining what was wrong and how things were looking like from my side they were helpful and Steve was supporting me with finding the be... See more
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Company details
Written by the company
Utilita Energy is one of the UK’s leading Smart PAYG Energy suppliers. We give you everything you need to keep your home switched on - you'll see exactly how much you're spending on your electricity and gas with our smart meters and In-Home Display. Plus, our award-winning My Utilita app gives you more visibility and control of your energy usage, so you can manage your energy anywhere, anytime. Find out more at www.utilita.co.uk
Utilita Energy
Written by the company
- Take control with My Utilita
- Your energy is at your fingertips with our award-winning app - giving you even more control over your energy usage. Top-up from £2, get balance and bill updates, POWER UP, and keep on top of your usage – anytime, anywhere! Plus, access exclusive rewards and offers from Utilita Extra.
- Join in with Utilita Extra
- Enjoy extra just for being with Utilita – it’s our way of saying thank you. Utilita Extra gives you access to weekly giveaways for the chance to win vouchers for top-name brands and tickets to see some of your favourite artists. Plus, you'll also be entered into the Utilita Jackpot draw, giving you the chance to win life-changing prizes every month.
- £15 Emergency Credit & Friendly Credit Hours
- It’s just a little extra time to top-up when you need it – our smart meters offer £15 Emergency Credit and Friendly Credit hours, so you won’t lose supply from 2pm – 10am even if you’ve run out of credit.
Contact info
Hutwood Court, Bournemouth Road, Chandler's Ford, Eastleigh, SO53 3QB, Hampshire, United Kingdom
- 03452 072 000
- www.utilita.co.uk
4.3
Excellent
113k reviews
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Excellent customer service
Excellent customer service, over the moon understood the issue and quickly resolved the issue with very quick efficiency, simply the BEST, I love Utilita and would recommend them to anyone, the lady went above and beyond for me, thank you once again.
13 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, James.
We're absolutely delighted to hear about your experience and that our advisor was able to quickly understand and resolve the issue for you. It's wonderful to know that she went above and beyond to provide the level of service you deserve.
Your kind words and recommendation mean a great deal to us, and we'll be sure to pass your fantastic feedback on to the colleague involved. Comments like this are a great reminder of the difference excellent customer service can make.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Good customer service
This gentleman was so great with me and I explained the situation to him and he sort it out for me and I really appreciate it what he did for me. This is what you good customer service is about . I give him 10 stars. Thank you so much for assisting me i appreciate it.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Jasmine.
We're delighted to hear that the advisor you spoke with provided such excellent service and was able to resolve the issue for you. It's wonderful to know that they took the time to understand your situation, support you, and ensure you received the help you needed.
Feedback like this means a great deal to our colleagues, and we're especially pleased to hear that you'd award them 10 stars! We'll be sure to pass your kind comments on to the advisor involved and recognise the positive impact they had on your experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Reply from Utilita
Thank you for your review, Neil.
We're delighted to hear that you found our staff helpful and caring. Providing friendly, supportive service is at the heart of what we do, so it's wonderful to know that our team made a positive difference to your experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
The lady was very sweet
The lady was very sweet, kind and helpful . She understood completely what I needed help with and did her very best to help and its very much appreciated.
In this day of so so responses it was a refreshing change to talk with someone so helpful .
I am very satisfied .
Thankyou.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Brendan.
We're delighted to hear that the advisor you spoke with was kind, helpful, and took the time to fully understand your situation. It's wonderful to know that she did everything she could to assist you and that her support made such a positive difference to your experience.
Feedback like yours means a great deal to our team, and we're especially pleased to hear that the service stood out as a refreshing change. We'll be sure to pass your kind comments on to the colleague involved.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Really customer service
Really customer service. Explained everything and really helped out 10/10.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Lee.
We're delighted to hear that you received such great customer service and that everything was explained clearly. It's wonderful to know that our team was able to help you and leave such a positive impression.
Thank you for the 10/10 rating and for taking the time to share your feedback with us.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Apart from taking well over an hour to…
Apart from taking well over an hour to sort our problem out and getting transferred to 3 different people, I managed to get an engineer out to fix our gas meter. There was no power to it or any data on the app. So unprofessional and lack of knowledge from the call service department. Booking only took 10 minutes from engineer side, so that part was fine.
12 October 2026
Unprompted review
Reply from Utilita
Hi Rod,
Thank you for your review.
We're sorry to hear about the experience you've described. We understand how frustrating it can be to spend a significant amount of time on the phone and have to speak with multiple advisors before reaching a resolution.
That said, we're pleased to hear that an engineer was ultimately arranged to attend and resolve the issue with your gas meter. We also appreciate your feedback regarding the booking process with the engineer and are glad that part of the experience went smoothly.
Your comments regarding the service and communication you received from our Customer Services team have been noted, as this is not the experience we aim to provide. Feedback like yours helps us identify areas where we can improve.
Thank you for bringing this to our attention.
Regards Dean
Kara
Kara. She's the goat @ utilita, she helped me with my issue,i was on the phone for about 90 mins before some one answered then i explained what my issue was, they said they will look into it, i got put on hold for another 20 mins then ended up with Kara, explained everything again and she actually give me some useful information and was understanding. 5☆ customer service from her.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Jovan.
We're sorry to hear about the lengthy wait time and that you had to explain your issue more than once before getting the support you needed. We understand how frustrating that can be.
That said, we're delighted to hear that Kara was able to turn the experience around for you. It's fantastic to know that she took the time to listen, provide useful information, and show genuine understanding of your situation. Comments like yours are exactly the kind of recognition our colleagues deserve, and we'll make sure Kara receives your wonderful feedback.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Hendrix excellent service and help help…
Hendrix excellent service and help help me and solve my problems and help me to understand how it works
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review.
We're delighted to hear that Hendrix provided excellent service and was able to help resolve your concerns. It's great to know that he took the time to explain everything clearly and helped you understand how everything works, ensuring you felt supported throughout.
We'll be sure to pass your kind feedback on to Hendrix and recognise the positive impact he had on your experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
It was frustrating till I finally got…
It was frustrating till I finally got hold of a human being. Then Hendrick (the chap who dealt with me), was very helpful, polite and understanding.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review David.
We're sorry to hear that it was frustrating trying to get through to us. We understand how important it is to be able to speak to someone when you need help.
That said, we're delighted to hear that Hendrick was helpful, polite, and understanding once you got connected. We'll be sure to pass your kind feedback on to him and recognise the positive difference he made to your experience.
Regards,
Dean
I do not rate the company whatsoever
I do not rate the company whatsoever . As I have been on and off the phone waiting for call backs that never came ,since 2024.
However Steve the customer service representative on the call I had was amazing he explained and went through everything with me more than once ,even though the problem wasn’t sorted he did every thing he could to get it to the rite person so it can eventually be sorted. I am sure if I would have had Steve from the start, I’m sure it would have been dealt with. He is a credit to your company and all your call centre staff should be trained like him .
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Melica.
We're sorry to hear about your wider experience and the frustration caused by waiting for callbacks and having issues remain unresolved over such a long period. We understand how disappointing this must have been.
That said, we're delighted to hear about the positive service you received from Steve. It's fantastic to know that he took the time to explain everything clearly, go through the details more than once, and do everything he could to move your issue towards a resolution. We'll make sure your kind comments are passed on to Steve and his management team, as recognition like this means a great deal to our colleagues.
Thank you for taking the time to highlight the difference Steve made, and we hope your outstanding issue is resolved as quickly as possible.
Regards,
Dean
Reply from Utilita
Thank you for your review, Charlene.
We're delighted to hear that we were able to help you in a big way. Knowing we've made a positive difference means a lot to us, and we really appreciate you taking the time to share your feedback.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
The lady thst dealt with my issue was…
The lady thst dealt with my issue was fantastic!!!!
Your process for dealing with refunds needs work as it was very very slow
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Laurie.
We're delighted to hear that the advisor who assisted you was fantastic and able to help resolve your issue. We'll be sure to pass your wonderful feedback on to the colleague involved.
We're sorry, however, that the refund process took longer than expected. We understand how frustrating delays can be, and we appreciate you taking the time to share this feedback with us. Your comments help us identify where improvements can be made to our processes and customer experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
The woman i spoke to was a great help
The woman i spoke to was a great help, and it is not her fault that it took more than a 45 mins call time on my phone, too get the help, my utilita is in need of more customer service employees thank you.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review Thomas.
We're pleased to hear that the advisor you spoke with was a great help and provided the support you needed. We'll be sure to pass your kind feedback on to the team.
We're also sorry to hear that you experienced a long wait before getting through to us. We understand how frustrating that can be, and we appreciate your patience and understanding while waiting to speak with an advisor.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
The SYSTEM OF TOP UP AS FOR GAS
The SYSTEM OF TOP UP AS FOR GAS, AS FOR ENERGY, IS ABSOLUTELY FAULTY AND IT'S NOT UPDATING THE BALANCE. THAT'S WHY , VERY OFTEN, IT'S HAPPENING TO LOOSE YOUR 💰. THE APPLICATION IS ABSOLUTELY FAULTY. ABSOLUTELY BELOW OF ANY STANDARDS. 👎👎
12 October 2026
Unprompted review
Reply from Utilita
Edit:
Thank you for providing your details I can see you have already called in and been speaking with one of our advisors regarding this matter.
As previously explained, we are currently carrying out maintenance which may affect the balances displayed within the app. Maintenance is sometimes required to improve performance, apply updates, and ensure systems continue to operate correctly. During these periods, the app may not always display the latest information from your meter.
In the meantime, please continue to use the balance shown on your physical gas meter, as this provides the most accurate and up-to-date balance available.
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Thank you for your review.
We're sorry to hear that you've had a disappointing experience.
Unfortunately, we've been unable to locate your account from the information provided within your review. To enable us to investigate your concerns further, we've sent a request for additional information via Trustpilot.
Regards Dean
Patience a virtue rewarded with good service
As a new customer I was having an issue activating the app. Whatever I tried it wouldn't accept my details/information. Even trying to sign up again didn't work.
Once I was onto customer services the help and assistance was excellent. Chris just needed all my details confirmed, plus he took the opportunity to obtain other supplementary information regarding any health issues etc. I was taken through the app sign up process again with Chris and he obviously cleared what was blocking the activation.
A very positive experience once onto customer services. I say that because the only downside was the wait of nearly 45 minutes. To be fair, it's not their fault. Based on the time spent with me they obviously have lots of calls which aren't likely to be quick resolving.
My advice is to ensure you have the time to wait and just approach it that it'll be probable you'll need to hang on a while before you get through.
12 October 2026
Unprompted review
Reply from Utilita
Hi P.Lacey,
Thank you for your review and welcome to Utilita.
We're delighted to hear that Chris was able to help get your app up and running and provide such a positive experience. It's great to know he took the time to work through the issue with you, confirm your details, and ensure everything was set up correctly. We'll be sure to pass your kind feedback on to Chris.
We also appreciate your comments regarding the wait time. While we're sorry you had to wait to speak with us, we're pleased to hear that the support you received once connected made a positive difference.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Semergencyo quick and simple,but i have a…
So quick and simple,but i have a problem,im on eight pounds worth of emergency electricity and am worried as i do not get paid until the 20th October can you help,please
12 October 2026
Unprompted review
Reply from Utilita
Hi Christopher,
Thank you for your review.
We're pleased to hear that setting everything up was quick and simple. We're sorry to hear that you're worried about your emergency credit lasting until 20 October, and we understand that this can be a stressful situation.
We have requested that an advisor attempts to contact you to discuss your circumstances and review what support options may be available. If you're able to, please also keep an eye on your phone in case we try to reach you.
We appreciate you bringing this to our attention and hope we're able to provide some reassurance and assistance.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
Excellent service from Kat
Excellent service from Kat! He helped us restore our power, set up our account, and guided us through all the necessary steps. He was very helpful, professional, and supportive throughout. We truly appreciate his assistance and outstanding customer service.
12 October 2026
Unprompted review
Reply from Utilita
Hi Rohini,
Thank you for your review.
We're delighted to hear that Kat was able to help restore your power, set up your account, and guide you through everything you needed. Providing professional, supportive, and helpful service is exactly what we strive for, so it's wonderful to know that Kat made such a positive impact on your experience.
We'll be sure to pass your fantastic feedback on to Kat and recognise the excellent customer service they provided.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
A SMART METER IS OBVIOUSLY NOT SMART IF…
A SMART METER IS OBVIOUSLY NOT SMART IF YOU HAVE TO MANUALLY INPUT A CODE TO PUT MONEY ON IT
SAM WAS VERY HELPFUL SHE DOWNLOADED THE ELECTRIC BUT COULDN'T DO THE GAS
I AM A VERY ANGRY CUSTOMER 😡
12 October 2026
Unprompted review
Reply from Utilita
Hi Mr Hutch,
Thank you for your review.
We're sorry to hear how frustrating this experience has been, and we completely understand why being asked to enter a manual code on a smart meter can seem confusing and inconvenient.
While smart meters are designed to receive top-ups automatically, they rely on a communication network to send and receive information. A simple way to think about it is like a mobile phone. Most of the time the signal is strong and everything works as expected, but occasionally factors such as signal issues, network outages, or local blackspots can affect communication between the meter and the network. When this happens, a top-up may not reach the meter automatically straight away.
In these situations, the manual top-up code acts as a backup, allowing credit to be added directly to the meter so you can continue using your supply while communication is restored.
We're pleased to hear that Sam was helpful and able to assist you. We've checked your account and can see that the gas top-ups have now been successfully applied to the meter.
As discussed, due to the dissatisfaction you've raised, a complaint has been logged to ensure your concerns are fully reviewed. We can also see that, given your circumstances, Credit Mode was recommended as an alternative to help avoid similar issues in the future. However, as you've advised that you wish to remain on Prepay, your meters will remain in Prepay Mode as requested.
We appreciate your patience and are sorry for the inconvenience and frustration this has caused.
Regards Dean
She helped sort the problem quickly and…
She helped sort the problem quickly and efficiently
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Natalie.
We're delighted to hear that our advisor was able to sort out your problem quickly and efficiently. Providing prompt and effective support is what we strive for, so it's great to know you had a positive experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
The lady I spoke with was very helpful…
The lady I spoke with was very helpful friendly and patient.
12 October 2026
Unprompted review
Reply from Utilita
Thank you for your review, Rachel.
We're delighted to hear that the advisor you spoke with was helpful, friendly, and patient. Providing supportive customer service is very important to us, so it's wonderful to know you had such a positive experience.
Thanks for choosing Utilita! 💜 Why not join our online community, earn rewards through our Refer a Friend scheme, and enter our monthly competitions for the chance to win exciting prizes!
Regards,
Dean
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