Utilita Reviews 

The lady olly i spoken with was very helpfull and taken her time to go through eveything with me. Lovely person

Everything was clear and easy thanks

Very professional and friendly. Totally stress free service.

Because she was very helpful when I asked her questions

I have just finished using My Utiliita app to access onlibe support through "chat" , this was initially through Ai and then i was transferred to "Lindi".

Lindi was very responsive, my request was to move from pay as you go to direct debit for my gas and electricity, Linda made the process very easy to understand and not too much reading required. Total time from start to end onf chat with Lindi was around 1 hour.

Non stop issues with app not automatically topping up, manually made top ups not going through and failing to sync to meter, meter turning off despite having credit, meter turning off because you don't have credit even though it should have topped up but then not recognising when the top up does go through so you can turn it back on. I've even had the meter changed as of a few weeks ago and had 2 more losses of the entire freezers contents while I'm at work so a change in meter has changed nothing. They even charged my bank once and then never gave the credit back. Also haven't responded to my complaint letter I sent them 2 weeks ago after the new meter first shut off. I'm gonna have to send another by recorded delivery for the ombudsman but the total financial impact to me from Utilitas failing is not inconsiderable now.

My advice. Run to the hills.

I was given a very courteous and professional service by a young lady called Leah, she dealt with my issue in an extremely polite manner and I believe she is a credit to the company.

The operative was helpful and very polite. And very professional in her attitude

Fix your app! Cannot transfer credit between meters, even though email box etc is ticked and correct amount of money left in each meter.

Also fix your online chat!! 113 minute wait time is bang out of order almost 2 hours! Who has that kond of time to wait around except for the unemployed? Help them out and hire some perhaps reduce your wait time.

Will be leaving utilita, great that you offer friendly credit etc and out weigh other providers but your customer service lets you down completely

Someone came round and took details off my elderly mom to sign up. She is very vunerable and handed them over.

I called the same day, 12th June to cancel it. But the agent decided not to listen and left it running.

Not a single com until now.
Mom was just hit with a bill for both EDF & Utilita.
After over 15 calls, hung up on twice, agents trans me to wrong dept each and every time, I am writing this while on hold. Its been 36minutes on hold and almost 4 hours and im no further forward.
Probably the 16th agent about to drop off Earth.

Awful experience. Awful.

Utilita accepted they didnt cancel when asked, and 'goodwilled' £40 credit. That only coverer the late payments?
Not even arguing, just want to be rid but its improving impossible to go!!

Had an issue with the app but due to it being the weekend nothing could be done.
I had a call first thing Monday morning from customer service that rectified the issue immediately.

Very good very caring

Friendly and helpful.

I had a really positive experience with Utilita, from my first contact with Mo in November 2025 through to the final installation in March 2026.
Mo was my first and main point of contact throughout the process. He was professional, knowledgeable, approachable and incredibly patient. I was given lots of information and impartial advice, and some of it was quite technical and difficult for me to understand at first. Mo took the time to explain everything clearly and in a way that I could understand, never making me feel uncomfortable about asking questions.
Mo arranged Teams meetings to talk me through the process step by step, explain how the solar panel installation would work and answer all my questions. This made what could have been a complicated and stressful experience feel much more straightforward and manageable.
Kayvan was my backup contact if I ever needed help and couldn't get hold of Mo. He was also very helpful in advising me about joining Utilita Optimise and explaining it to me.
I particularly appreciated that there was no hard sell at any point. I felt I was given honest, impartial information and was able to make my own decisions without feeling pressured.
From November 2025 right through to the final installation in March 2026, I felt well supported.
Both Mo and Kayvan were patient, knowledgeable and professional, and they treated me extremely well.
I'm extremely happy with the service I received from Utilita and would definitely recommend them to anyone considering having solar panels installed. A special thank you to Mo and Kayvan for making the whole experience so positive and stress-free.

Very supportive and helpful and guiding . Kevin was very nice.
If you had more people like him your company will continue to do amazing.

I've been with you for about 8 years. I recently moved and you've been useless with sorting it all out. You set me up a new account instead of switching to the new property. My gas meter wasn't working for up for a month. I had to phone to get my refund from my old account and now my electric meter isn't connecting properly. So that's another phone call. You need to sort yourselves out its been the most stressful time trying to get all this sorted. If it carries on I'm leaving the company

THIS IS A 0 STAR REVIEW MADE 5 STAR SO PEOPLE READ IT.

Spoke to at least 10 different people in the last 2 weeks in an attempt to get another tenants previous debt taken off my account because they decided to credit me for the debt. Now my gas won't turn on and the say "our systems are not working right now".

Then you tell me I need an engineer and that you will pass me through to the meter engineer line.

Then I get sent back to sales or pre-payment and have to go through my details for security again.

When you pass someone over to another department pass the details of the customer over too otherwise what was the point, I may have just rang someone else. It's not that hard.

The advice is to Call, Call, Call and do it until you get through to someone who actually uses their brain.

If not, shout and complain until you get what you want. I will not be bullied. If I do not owe something I will not be paying it.