Utilita unbiased review: How do they compare?


Utilita Reviews


What’s in this review?

Also see: Utilita for business review

 

Are you one of Utilita’s new customers from Toto Energy?

Or are you considering a switch?

Take a look at this guide to find out what they could offer you, as well as what their customers are saying.

Introduction


Utilita Energy screenshot


Utilita Energy aims to provide a real alternative to the ‘big six’ energy companies.

Founded in 2003, this company relies mainly on word of mouth and provides customers with excellent customer support and energy services they were also named a Which? Top energy supplier for customer satisfaction in 2018.

They do have a mixed reputation, however, as they were fined in 2015 by Ofgem for blocking customers from switching suppliers and they have not had a wholly positive response from gaining new customers via Toto in March of 2018.

However, before you make your mind up about Utilita, check out their customer reviews below.

Costs and Fees

For an idea of the fees you might be able to expect from Utilita, you can use the table below for a vague estimate.

However, this is only an estimate, and your specific quote might vary in the extreme depending on the size of your home, how many people live there and your specific energy consumption.

Tariff Name

Cost per week

Cost per year

Fuel Type

Smart E7 £11.87 £617.09 Single (electricity)
Premium E7 £11.89 £618.09 Single (electricity)
Smart energy £20 £1044.81 Dual fuel
Premium Energy £20.49 £1044.81 Dual fuel
Freedom Energy £20.49 £1063.42 Single (electricity)

Core services & offering

Flexipay

Utilita believes that customers should feel like they have complete control over their energy costs, which is why they offer a popular ‘pay as you go’ payment option, so you only pay for your energy usage. No more, no less.

Flexipay refers to a scheme by Utilita that allows you to change your payment method at any time, while still benefitting from a tariff that is protected by the Competition & Markets Authority (CMA) price cap.

You can pay by any of these methods while remaining on the Smart Energy / Smart E7 plan.

  • Direct debit
  • Pay as you go
  • Pay on receipt of a bill (pay quarterly)

The only requirement is that you must have a smart meter, or agree to have one installed, and not be in debt.

Smart Meters

Utilita offers smart meters that allow you to see, from a screen in your home, how much energy you are using, how much credit you have left, and it also allows you to take ’emergency credit.’

This is when you run out of credit to pay for your energy, so instead of switching your power off, you have a grace period to go and top it off before you lose the connection to your energy.

✔See your energy usage in real time
✔Lower your costs by understanding your energy use
✔Track your spending
✔Budget easier as you’ll know what you’ll be spending

Schemes

Green Deal scheme

The green deal scheme is a government initiative to help people invest in renewable energy and products.

The programme offers loans to cover the costs of home improvements such as new boilers, insulation, heating controls and hot water systems.

Although Utilita isn’t a Green Scheme Provider, if they are your electricity and gas supplier, they can take your Green Deal repayments and pass them along to your Green Scheme Provider.

Eco scheme

If you are eligible, the eco scheme essentially helps customers to receive either funding or home improvements to lower the costs of their energy.

For more information about the eco schemes and whether you are eligible, click here.

Feed in Tariff

Utilita is one of the energy suppliers that will pay you for the energy you generate with renewable sources such as solar, hydro and turbo power.

All you need are your meter readings to receive payments.

Customer Support

After the news that many customers would be switched over to Utilita Energy, it appears that many of the negative customer service reviews are due to insufficient communication between the company and its customers, rather than necessarily because of the individual customer service agents.

With an increase in new customers, it is understandable that there would be an adjustment period for both the business and its customers.

Positive Customer Support Review

Mr Roper on Trustpilot:

Good communication and all the relevant points explained fully and to my satisfaction with a good honest and straightforward operative.

Negative Customer Support Review

Jo Thielmann on Trustpilot:

After a 45-minute telephone call, I agreed to switch my gas/electricity supply to Utilita. After a couple of days, I changed my mind so tried to call to cancel. Ten days later and hours spent on hold, I still haven’t managed to speak to anyone. It doesn’t matter what time of day you call there’s no answer.

Contract Length and Fees

Smart Energy Tariff

Electricity tariff Gas tariff
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Tariff name Smart Energy Tariff name Smart Energy
Tariff type Variable Tariff type Variable
Payment method Smart pre-pay/Smart Credit/Direct Debit Payment method
Smart pre-pay/Smart Credit/Direct Debit
Unit Rate 1* (pence per kWh) 29.288p Unit Rate 1* (pence per kWh) 17.6p
Unit Rate 2* (pence per kWh) 14.088p Unit Rate 2* (pence per kWh) 3.271p
Standing charge (per day) Not applicable Standing charge (per day) Not applicable
Tariff ends on Not applicable Tariff ends on Not applicable
Price guaranteed until Not applicable Price guaranteed until Not applicable
Exit fees
(if you cancel this tariff before the end date)
Not applicable Exit fees
(if you cancel this tariff before the end date)
Not applicable
Discounts & additional charges Not applicable Discounts & additional charges Not applicable
Additional products or services included Not applicable Additional products or services included Not applicable

 

Premium Energy Tariff

Electricity tariff Gas tariff
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Tariff name Premium Energy Tariff name Premium Energy
Tariff type Variable Tariff type Variable
Payment method Smart pre-pay/Smart Credit/Direct Debit Payment method
Smart pre-pay/Smart Credit/Direct Debit
Unit Rate 1* (pence per kWh) 44.49p Unit Rate 1* (pence per kWh) 31.75p
Unit Rate 2* (pence per kWh) 14.088p Unit Rate 2* (pence per kWh) 3.453p
Standing charge (per day) Not applicable Standing charge (per day) Not applicable
Tariff ends on Not applicable Tariff ends on Not applicable
Price guaranteed until Not applicable Price guaranteed until Not applicable
Exit fees
(if you cancel this tariff before the end date)
Not applicable Exit fees
(if you cancel this tariff before the end date)
Not applicable
Discounts & additional charges Not applicable Discounts & additional charges Not applicable
Additional products or services included Not applicable Additional products or services included Not applicable

 

Freedom Energy Tariff

Electricity tariff Gas tariff
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Supplier Utilita Energy Limited
(Utilita Energy Limited)
Tariff name Freedom Energy Tariff name Freedom Energy
Tariff type Variable Tariff type Variable
Payment method Smart pre-pay/Smart Credit/Direct Debit Payment method
Smart pre-pay/Smart Credit/Direct Debit
Unit Rate 1* (pence per kWh) 18.67p Unit Rate 1* (pence per kWh) 5.201p
Unit Rate 2* (pence per kWh) 14.088p Unit Rate 2* (pence per kWh) 3.453p
Standing charge (per day) Not applicable Standing charge (per day) Not applicable
Tariff ends on Not applicable Tariff ends on Not applicable
Price guaranteed until Not applicable Price guaranteed until Not applicable
Exit fees
(if you cancel this tariff before the end date)
Not applicable Exit fees
(if you cancel this tariff before the end date)
Not applicable
Discounts & additional charges Not applicable Discounts & additional charges Not applicable
Additional products or services included Not applicable Additional products or services included Not applicable

Utilita Review

Utilita has a generally average 3-star rating on Trustpilot, with 49% of their reviews positive, and 33% negative.

It seems that Utilita initially had a very positive reputation, but after having many customers that were transferred over from Toto Energy, many customers are understandably irritated and claim that they didn’t choose this new supplier.

However, this does not necessarily mean that your service from Utilita will be negative, plus not all reviews are reliable or accurate.

Positive Utilita Review

Michael on Trustpilot:

Very glad I joined Utilita. Compared to my previous Big Six supplier, whose customer service was from the 1970s, their customer service and support is the first rate. Also good to have smart meters installed (free) and online or app payment methods set up.

Negative Utilita Review

Miss N Oneill on Trustpilot:

Been left without gas and electric on two occasions as the switch had happened, but they’ve given me no way to top up and cannot give me a way to top up until they have fully taken over (a week so far) not good when I am disabled myself and have a disabled child.

Company Comparison

Company Bulb So Energy Affect Utilita
Overall Trustpilot Score ★★★★★ ★★★★★ ★★★★★ ★★★★
Discounts No No £15.75 per fuel per year No
The average cost for dual fuel three bedrooms home £82 £78 £90.00 £80
Positive Reviews on Trustpilot 92% Positive 86% Positive 86% Positive 48% Positive

Who Should Use the Company?

Based on all of the information including a closer look at the company and Utilita reviews, Utilita Energy seems like it would be the perfect company for those with bad or no credit, or those who want to keep a close eye on their energy usage.

This is thanks to the smart and pre-payment meters that Utilita offers, as well as the various schemes they provide for more financially vulnerable customers.

Are you ready to compare? Let’s go!

 

Utilita Review
  • Price
  • Range of services
  • Customer support
3.67

Summary

Utilita Energy has a mixed history, but other than being fined by Ofgem in 2015, this company seems to have had a good relationship with its customers. The only negative has been the recent transfer of many customers from Toto Energy, but that seems to be more down to a lack of communication than lousy service.

It seems that once that situation has resolved, Utilita will have an excellent standing with its customers.

Pros

  • Competitive pricing
  • Great for people with bad or no credit
  • Pay as you go, so you only pay for the energy you use

Cons

  • Recently had customers transferred from Toto Energy with little warning
  • Utilita has been fined in the past by Ofgem
  • According to Trustpilot, the procedure to leave is complicated