Utilita Reviews 

I had no electricity and rang for help. KEVIN help me out big time. Really helpfull and friendly. Made me glad to be with your company

He's woz lovely and helpful appearance the call

Very helpful, friendly and efficient

Very helpful agent couldn’t be better than that

The customer service has always been really bad, I have never had an experience where the engineers actually arrived on time or on the appointment date and wasted so much of my time, their way of making up for it has always been compensation, even then, never a good amount.

However, Kevin’s customer service has been excellent, he has been respectful throughout the call as well as provided me with all the information I needed, made everything very clear.

Good customer service by Maria very professional lady thankyou

Spoke to Laura and she was fabulous. She solved my issue in under 5 minutes and even had the right disclaimer memorized when the wrong one popped up on her screen. She took a stressful situation for me and relieved my anxiety while solving the issue quickly. She was friendly, efficient and had me laughing. Utilita found a treasure in Laura as an employee. I've been with Utilita for years and always had good service

4859598128
Engineer booking with confirmation email for a smart meter install was not actually booked
Speaking to customer support who cut me off while on hold
Live chat asking me questions to look at stuff I wasnt comfortable with answer without prior understanding to get me on the credit meter despite being told before my prepaid is the cheaper option, sounds like using my disability to up sell.

Live chat trying to imply i wasnt responding ( you bet i took screenshots and a transcript to cover me)
New Engineer booking made for the 2nd Sept... nothing to confirm booking.

Honestly no effort really to make amends, if this is how its going to be it might be worth looking elsewhere

My receptionist I got from Utilita was PURE PROFESSIONAL & she DONE what she Promised? & Got my top up electric meter up & going after I had problems entering my top up vouchers that were worth £50 & I could highly recommend that lady that works for you! Needs a pay rise for her professional manner after me just having a heart attack 1 week ago but she was a 10 OUT OF 10 FOR HER COMPASSION TOO. Yours sincerely Mr Stewart Penman.

Would not recommend their services.
Customer service is fine and I've not had issues with them, but their auto top-up is miserably inconsistent. I have a limit set as to when it should automatically top-up and probably every 1 in 5 times it hits that limit, the top-up just doesn't happen. You get a notification to say the meter is running low, but I'm not always necessarily able to see those notifications, which is why I rely -or at least try to- on the auto top-up.

They will tell you it's your responsibility to monitor your balance, which is fine, but they will do nothing to look into the issue and fix it.

Just glad nobody in my household is reliant on electricity or gas.

It's totally rubbish.App doesn't work in proper time,never know how much money left.No update even when you pay,sometimes doesn't update and money disappear. Staff not helpful,it's really hard to get any help or advice. I LOOKKING FORWARD TO CHANGE IT FOE ANOTHER SUPPLIER.

Laura was very pleasent and helpful.
I requested and got what I asked for quite quick.

I have had Utilita for 6 weeks and already suffered two electricity cuts despite ample credit. Resetting is complicated with a 16-digit code that my meter doesn't accept. Top-ups take ages to register - the last update was 6 days ago. Impossible to speak to a person.

Yes the two people I spoke with sorry can’t remember their names very pleasant to talk to them sorted my questions and were very happy to do so tuck very little time too do & very happy with the outcome Thank you Utilita 👍.

Maria was really helpful and polite, didn’t judge my situation and tried her best to get me any help I required, se explained everything clearly and told me about different options that could help my situation, really happy with the customer service thank you

I would give zero stars if I could.

From the moment they knocked on my door, my experience with Utilita has been nothing but frustrating and, in my opinion, completely unacceptable.

I was initially approached by someone who presented themselves as an engineer who needed to check my electricity meter, claiming that meters in my street were out of date and that I may have been incorrectly charged for my standing charge. Naturally, I allowed them to carry out the checks. Once this was done, I was told that my meters needed changing and was then presented with new gas and electricity rates. It was only at that point I realised this was actually a sales call rather than a technical visit.

My supply was transferred to Utilita on 5 August. The following day, I came home to find that I had no electricity. I discovered that not only had my supply been transferred, but my credit meter had also been changed to a prepayment meter.

Having never had a prepayment meter before, I contacted Utilita and was told I needed to top up. I attempted to do so. The gas top-up worked, but every attempt to top up the electricity was rejected and the money was subsequently returned to my account.

After several more calls, I was eventually told there was a problem with the meter and that it needed to be replaced. I immediately arranged to move back to my previous supplier, and the transfer back went live on 22 August.

Unfortunately, that still hasn't resolved the issue. I came home today to find that I once again had no electricity because Utilita had not properly migrated the meter. After countless calls and being passed around, I have now been left in a position where I have had to explain that I need financial support in order for them to load the meter, despite the fact that I cannot even make a normal prepayment to restore my electricity.

The customer service throughout this entire experience has been appalling. I have spoken to numerous advisers, and the experience has included long silences on the phone, being told the problem may be with my bank, and repeatedly having to explain the same situation.

Please think very carefully before using this company. I will also be raising my concerns with the relevant regulatory bodies regarding what I believe was misleading sales conduct and the handling of my supply and meter.

I consider myself capable of dealing with situations like this and pursuing a resolution, but I genuinely worry about what this experience could mean for vulnerable customers or people who may not have the ability to keep pushing for answers.

Based on my experience, I would not recommend Utilita.

Maria was very good and polite she help with all my need and even went further to help with information I didn’t have before she goes above and beyond for you
W

The lady I spoke to was more than helpful, she was amazing

Contacted Utilita today regarding an issue with my supply my agent was so professional and understanding he went above and beyond for me to get my supply back on this guy is a credit to Utilita and really deserves some sort of recognition for the work he does thank you kindly again end I wish you all the best moving forward 🙏🙌

Kevin was really understanding of my situation. Got the situation sorted as soon as possible and was very polite. Thank you x