Utility point customer bereavement! worst customer service ever received, they closed the account as requested and arranged refund. July 2021. As yet I have not received the refund. I was then asked... See more
Utility Point
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See what reviewers are saying
I've just logged in through the internet rather than app. No problem, all Info available. Moneysavingexpert recommends to sit tight until we get contacted by whoever takes over. Any money in credit... See more
What is the point of Utility Point (or its administrators) asking us to enter details of our meter readings when the Utility Point web site is not working and you CANNOT log in. Keep getting error 50... See more
shame on those vile 'humans' applauding their happiness for UP going bust, how about the poor employees who are now out of jobs and have families to look after? at least your energy will be taken ove... See more
Company details
Written by the company
Utility Point is ceasing to trade. Ofgem, the energy regulator, has appointed EDF as the new supplier for its customers. EDF will supply energy to all of Utility Point’s customers as of 18 September 2021. EDF will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up. Customers need not worry, their supplies are secure. Former and current customers’ credit balances are protected. EDF may need to contact customers to determine the amount of any outstanding balance. Current and former customers who are in debit to Utility Point should wait to hear from EDF or Utility Point’s administrators who will talk to them about repayment arrangements. Ofgem’s advice to Utility Point’s customers is not to switch, but to sit tight and wait until EDF has been in touch. This will help make sure that the process of handing customers over to EDF and honouring any credit balances, is as hassle free for customers as possible. Utility Point customers can access more information at www.edfenergy.com/upfaqs or by calling 0333 009 7120. In an emergency situation please use the emergency contacts listed on the EDF website. More information can be found on the Ofgem website. Or if customers need additional support, call Citizens Advice on 0808 223 1133 or email them via their webform. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels
Contact info
Merck House, BH15 1TW , Poole, United Kingdom
- 03455 57 78 78
- feedback@utilitypoint.co.uk
- www.utilitypoint.co.uk
Save your sanity - AVOID!
Appalling. They have been nothing but trouble since I signed up (unknowingly through LAMB). I have been trying to leave for months, but they REFUSED to let my supply go over to my new chosen company, stating that they were' concerned I hadn't shopped around for the best deal!' Three months on, they are still managing to hang on to my electricity supply, and it seems there is nothing I can do about it!!! It takes weeks to get correspondence from them, I tell them to let my supply go, the new company reapplies for it, UP refuses it, we go around in circles again. They SAY they have called me about this. They have not. They sent the same email, a week after I contact them each time. Save your sanity and AVOID!!!
September 10, 2021
Unprompted review
Reply from Utility Point
Hi LVKP,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations.
Once an objection has been removed from a switch the new supplier will need to re apply for the switch in order for the switch to start as this is not done automatically.
A member of our team will be in contact shortly to assist you further
Thank you
Utility Point Team.
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Could do better, Trying to get in touch with anyone to…
Trying to get in touch with anyone to talk to is an nightmare. I have asked on several occasions for my direct debt to stay the same but you reduced payments in summer meaning my winter payments where higher.
September 10, 2021
Reply from Utility Point
Hi Greg Rushton,
We are sorry to hear that you have been unable to reach our team. We can reassure you that this continues to be closely monitored. We can confirm that our average wait time in September is under 5 minutes however this can get busier at certain times of the day therefore we appreciate your patience.
When you join Utility Point, your initial payments are based on the information you have given to us within your application. As you continue your supply with us, we will aim to review your payments on regular basis to ensure that these cover your consumption accurately without creating unnecessary credit or debt.
A member of our team will be in contact shortly to assist further.
Thank you.
Utility Point Team
Pretty good really
I switched to UP in Jan 2020 as the most competitive at the time for me. Late 2020 got £100 credit each for self and a friend through my referral (amount now is less, £25 each I think). In Jan 2021 they warned me of the contract end and offered another 18-month fixed tariff. Though not quite the cheapest, it was competitive enough for me (I checked) to stay with them. Recently asked for a refund of £250 as my credit had built up and was continuing to do so. They said they could do that but warned it would take up to 60 days and offered to reduce my direct debit to zero instead, leaving it to me to monitor usage and reinstate the DD when the balance was suitably low. Frankly I think all that is pretty good in an industry where standards are not exactly high. I think it helped that I take care to submit meter readings monthly as asked; I am not sure that the offer would have been made otherwise. They are perhaps a little slow to respond and could be a bit more proactive towards customers. But they have left it to me to reinstate my DD so they are taking a risk. A far better experience than many recent reviews here.
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Robin,
Thank you for your review!
We are pleased to hear the query you had surrounding your credit has been addressed. We are continuing to be more responsive to our customers in order to provide the best possible service.
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Phoned Utility point requesting refund…
Phoned Utility point requesting refund of £300 credit. I was informed it could take up to 60days for the refund to be issued.
I phoned back on day 58 to inform them that the money hadn't been paid, only to be told by the lady " it's only day 58, you'll have to phone back in 2 days time" WHAT ?
OK, phoned on day 60 and was told they would escalate it to the next level and I would receive the money within 10 working days...it's now day 9 of 10 and they stl haven't made the refund payment. What an absolute joke of a company. I have now cancelled my direct debit and any future bills will be paid on demand(give or take 60 days)
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Ian Jones
We are sorry to hear that you have had this experience and that Utility Point have fallen short of your expectations
A member of our team will be in contact shortly to assist you further.
Thank you.
Utility Point Team
I understand that we use more energy…
I understand that we use more energy during the winter months, you increased our payment which meant that you constantly owed us money. I find this deplorable perhaps you should return money you owe if at least offer to return the money
September 10, 2021
Reply from Utility Point
Hi Mrs Elaine Jones,
Thank you for your review!
When you join Utility Point, your initial payments are based on the information you have given to us within your application. As you continue your supply with us, we will aim to review your payments on regular basis to ensure that these cover your consumption accurately without creating unnecessary credit or debt.
A member of our team will be in contact shortly to assist you further.
Thank you
Utility Point Team.
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Utility Point
GONE BUST!!!!! this company currently supplies my Gas and Electricity, I have nearly £2000 in credit with them, I asked 4 weeks ago for a refund and was told I would have it within 10 working days, I don't, then I was told they would escalate this and again told I would have it within 10 working days, I still don't, that was Tuesday the 7th September, now they are refusing to tell me when I'll get it, all I get told is I will be contacted when it's done, and it's honestly not good enough! it's criminal to be honest, who else would get away with this? I don't know how the staff cope, they must be mortified and stressed working for a company who care so little about their customers!!!
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Laura Porter,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
A manager will be in contact shortly to assist you further with this.
We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
Website isn’t great and would like it…
Website isn’t great and would like it easier to navigate
September 9, 2021
Reply from Utility Point
Hi there,
Thank you for your review!
We are sorry to hear that you feel our website is mot easy to navigate. As a growing company we continue to update our processes, online portal and website to best suit our customers needs. Your feedback has been taken onboard.
We do apologies for any inconvenience caused and if you have any further questions please do not hesitate to contact our team.
Thank you
Utility Point Team
so slow to reply I could read WHOLE PROUST in the meantime
- acknowledged receiving my email with important query,
- promised to get back to me in 5 working days,
- did not respond,
- after 6 working days acknowledged receiving my next email email,
- did not respond,
- put me on-hold for 90min
- finally resolved issue in 4min after putting through
September 9, 2021
Reply from Utility Point
Hi J Breslauer,
We’re sorry to hear that you have experienced trouble contacting us recently. We can reassure you that this has been very closely monitored. We can confirm that these delays are now resolved which now means our average wait time in September is under 5 minutes. This can get busier at certain times of the day and appreciate your patience.
We are pleased to hear that your query has now be resolved with a member of our team.
We do apologies for any inconvenience caused and if you have any further questions please do not hesitate to contact our team.
Thank you
Utility Point Team
Still waiting for my credit back after…still waiting
Still waiting for my credit back after moving to another supplier. Twice the credit has been requested and still not been returned. I will never use Utility Point again.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi AON,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations.
Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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despite assurances from yourselves that…
despite assurances from yourselves that my issue would be resolved.
No one from customer care or complaints has reacted or contacted me to resolve the monies owing to me
September 9, 2021
Reply from Utility Point
Hi Glynis Richardson,
We can confirm our Customer Care team have received your complaint and will be in contact with you shortly to assist further.
Thank you
Utility Point Team.
No concerns
No concerns. Regularly asked to provide meter readings which is brilliant to keep bills on track.
September 9, 2021
Reply from Utility Point
Hi Joanne Gilman,
Thank you for your review! We are pleased to here this!
If you do have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Good Bills but don’t ever go into credit
I renewed my contract with Utility Point in June this year. This is my third year using them. They aren’t the cheapest but their bills are great to understand. However when I renewed my fixed price contract this year I asked for a refund of £250 from my credit balance. To date Sept 9th and following three emails (don’t ever try and phone them) I’ve had nothing but apologies. I have now written off my refund and am actively seeking a new supplier.
You wouldn’t expect them to admit they had cash flow problems but now that they are in administration hopefully OFGEM will reimburse me.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Mr Mcphee,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible.
We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
I review my utilities every year and…
I review my utilities every year and after one year with you have not found a better deal.
September 9, 2021
Reply from Utility Point
Hi Paul,
Thank you for your review! We are pleased to hear that you have remained with Utility Point for another year due to our very competitive tariffs!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
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i have been a customer of utility point…
i have been a customer of utility point for over 3 years i have always found them to be a great company with very competitive rates the only slight niggle is providing a meter reading each month however this does enable you to be in control of your bills.I did build up some credit and when i requested a refund was told it would take 30 days and i was refunded after 29 days.If thinking about joining do feel free to use my code Green1017234 and this will give you and myself a £25 credit which is another good point of utility point.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Martin,
Thank you so much for your review! We are so glad to hear of the good service you have received!
We are providing our own second-generation smart meters. These are compatible with all suppliers to be able to connect to these. If you would like to have an upgraded smart meter to be installed free of charge please let us know.
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
I have been with Utility Point for 3years and will be staying with them.
I have been with Utility Point for 3 years and have just renewed my contract for another year. I spoke to Gary today and he was very very helpful. This is a very easy company to deal with and I love the fact that they do not have Smart Meters and I hope they never do.
September 9, 2021
Unprompted review
Reply from Utility Point
Hi Richard Mccomish,
Thank you very much for your review! We are really pleased of the good service you have received and we have passed on your kind words to Gary! We are also so glad to hear that you have renewed with us!
If you ever need us, you know where we are!
Thank you again!
Utility Point Team
great company we noe dont have to worry…
great company we noe dont have to worry about looking for best deals
for our gas/electric contracts, as utility point look after all of that for us.
utility point keep us updated on our utility bills and remind us to submit a reading each month by e,mail. we give utility point 5 star rating.
September 9, 2021
Reply from Utility Point
Hi Derek Walker,
Thank you so much for your review! We are so glad to hear of the good service you have received!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
Good Value
Good service, reasonable prices. Couldn't be beaten by comparison sites 2 years running.
September 9, 2021
Reply from Utility Point
Hi Nicola Ennion,
Thank you so much for your review! We are so glad to hear of the good service you have received!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
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No problems and easy to view online
September 9, 2021
Reply from Utility Point
Hi Richard and Tina,
Thank you so much for your review! We are so glad to hear of the good service you have received!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
Disappointed
I have been a customer for a few years now and feel let down that I did not get the best deal when renewing my contract. I thought I had until my renewal date to renew and did not realise that the price could and did increase before I renewed. I appreciate that if I had read the full report I would have been aware of this but believe this could have been made clearer.
September 9, 2021
Reply from Utility Point
Hi Ronnie,
We are sorry to hear that you’ve not received the 5 star service we strive to deliver to all of our customers! A member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
I was quoted a really reasonable price…
I was quoted a really reasonable price on joining utility point and even I thought it was too low so I paid extra but since then the price has doubled then tripled. They lie on the outset to get customers. They mislead you into thinking you are getting a better deal...and their letters I find quite rude....go with someone else their customer service is really bad.
September 9, 2021
Unprompted review
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