British Gas Utilita Energy (September 2026)
Overview
British Gas wins with a cheaper variable tariff and a stronger Citizens Advice score, though Utilita Energy performs better in Which? surveys.
British Gas leads this comparison due to its lower-priced variable tariff and stronger performance in Citizens Advice service metrics. While Utilita Energy achieves higher scores in Which? surveys and maintains a solid proportion of five-star reviews, the availability of fixed options and a cheaper baseline price make British Gas the more competitive option for most households.
About British Gas and Utilita Energy
British Gas
British Gas is a Centrica business that supplies household energy and provides home services. Its long trading history and wider home-services operation distinguish it from digital-only suppliers.
Utilita Energy
Utilita Energy was formed in 2003 and specialises in smart Pay As You Go energy. Its app and smart-meter services are designed to help customers monitor usage and top up their account.
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Tariffs and pricing
British Gas provides the lowest-priced option in this comparison. Its Cap Tracker Plus Sep27 v1 variable tariff costs £1,551 a year, though it includes a £50 exit fee. Conversely, Utilita Energy’s most affordable deal is the Smart Energy variable tariff at £1,611 a year. While Utilita Energy does not charge exit fees, its annual cost is £60 higher than the British Gas equivalent.
For households preferring price certainty, British Gas offers fixed contracts starting at £1,649 a year with its Fix and Boiler Bonus v14 tariff. This requires a 21-month commitment and carries a £200 exit fee. Because pricing data for a Utilita Energy fixed tariff is currently unavailable, a direct comparison of fixed deals cannot be made.
British Gas and Utilita Energy: tariff options
British Gas
These are the household tariffs currently available in our comparison data. Prices and availability can vary by region, meter type and payment method.
Utilita Energy
These are the household tariffs currently available in our comparison data. Prices and availability can vary by region, meter type and payment method.
Customer reviews
On Trustpilot, British Gas maintains a rating of 4.5 out of 5 across 353,681 reviews, while Utilita Energy holds a 4.3 out of 5 from 112,483 reviews. Despite the lower overall score, Utilita Energy achieves a higher proportion of five-star ratings (72% versus 66% for British Gas) and a smaller share of one-star feedback (16% compared to 20%).
Feedback for Utilita Energy often highlights friendly and efficient staff, with reviewers noting a compassionate approach that helps anxious callers. Meanwhile, British Gas customers frequently commend the punctuality and professionalism of visiting engineers. However, some British Gas reviews cite long waiting times and repetitive communication loops as areas of frustration.
The annual Which? survey positions Utilita Energy ahead with an overall score of 68, compared to 59 for British Gas. Utilita Energy distinguishes itself by achieving 10 out of 10 for both smart meters and helping those who need it. In contrast, British Gas scores 3 out of 10 and 8 out of 10 in those same respective categories.
App quality and features
Both providers supply smartphone applications that have surpassed a million installs on Google Play. British Gas holds a marginal advantage on the App Store, scoring 4.5 from 14,000 reviews, whereas Utilita Energy sits at 4.4 across 27,000 reviews. A similar pattern appears on Google Play, where British Gas scores 4.2 against Utilita Energy's 4.1.
Software updates are frequent for both platforms. A recent British Gas update introduced a feature allowing prepayment customers to view their emergency credit status, while Utilita Energy deployed a fix for its Power Up recommendations. It is worth noting that a recent, albeit very small, sample of iOS reviews for British Gas averaged 1.67, indicating some isolated negative feedback.
Service and support
According to Citizens Advice data, British Gas ranks 13th with a score of 2.61 out of 5, placing it above Utilita Energy, which sits 15th with 2.35 out of 5. A notable difference emerges in complaint volumes: Utilita Energy receives 164 complaints per 10,000 customers, whereas British Gas records a lower rate of 68.7.
Call centre wait times are relatively short for both, with British Gas answering in an average of 51 seconds and Utilita Energy taking 60 seconds. Both suppliers successfully respond to nearly all emails within two days. On social media, British Gas averages a 55-second response time, compared to 1 minute 28 seconds for Utilita Energy. Additionally, both firms maintain formal vulnerability commitments registered with Citizens Advice.
Operating hours differ between the two suppliers. British Gas phone lines are open from 8am to 6pm on weekdays and 9am to 2pm on Saturdays. Utilita Energy provides broader availability, operating from 8am to 8pm on weekdays and 8am to 5pm across both Saturdays and Sundays.
Complaints and performance
Complaint figures are shown with each supplier’s reporting period. No winner is declared when periods differ or one figure is missing.
Green Energy Comparison
British Gas
The British Gas electricity fuel mix is largely nuclear, with some fossil fuel and renewables. The supplier aims to help the UK reach net zero carbon emissions by 2050. It does not currently offer a dedicated green energy tariff for households. Instead, it sells green technology like heat pumps, solar panels, home batteries, and electric vehicle chargers to help customers lower their carbon footprint. It also runs the PeakSave scheme, which encourages people to use electricity when more renewable power is available on the grid.
Utilita Energy
The Utilita Energy electricity fuel mix is largely fossil fuels, with some nuclear. The supplier does not currently offer a dedicated green tariff for domestic customers. It has an operational net zero target of 2030. To help customers use greener energy, it offers solar panel and battery storage installations for homes.[1]
Our verdict
| If you care most about | Choose |
|---|---|
| The lowest annual cost on our assumptions | British Gas |
| Overall customer service | British Gas |
| A well-rated mobile app | British Gas |
| A greener fuel mix | British Gas |
British Gas wins with a cheaper variable tariff and a stronger Citizens Advice score, though Utilita Energy performs better in Which? surveys.
Based on the available data, British Gas emerges as the stronger option. It provides a lower-priced variable tariff and outperforms its rival across several independent service metrics, including overall Citizens Advice scores and average call wait times. Furthermore, it maintains slightly higher user ratings across both major app stores.
Utilita Energy may suit households that prioritise weekend customer support and strong Which? survey results. However, the higher complaint rate and the absence of fixed tariff data suggest that British Gas is likely the more suitable choice for a broader range of customers.
- Lower-priced variable tariff
- Higher overall Citizens Advice score
- Marginally higher app store ratings
- Lower overall score in Which? surveys
- £50 exit fee applies to the cheapest variable tariff
- Higher overall score in Which? surveys
- Extended weekend and evening opening hours
- Zero exit fees on the variable tariff
- Variable tariff costs £60 more per year
- Higher volume of complaints per 10,000 customers
- Pricing data for fixed tariffs is currently unavailable
Frequently asked questions
Which supplier is better overall?
British Gas wins this comparison. It offers a cheaper variable tariff and scores higher in Citizens Advice service metrics, although Utilita Energy performs better in Which? surveys.
Who has the cheaper variable tariff?
British Gas has the cheaper variable tariff. Its Cap Tracker Plus Sep27 v1 deal costs £1,551 a year, which is £60 a year less than Utilita Energy's Smart Energy tariff.
What do customers say about Utilita Energy?
Utilita Energy customers often praise the helpful and friendly staff, noting their compassionate approach. It also holds a slightly higher proportion of five-star Trustpilot reviews than British Gas.
Are the British Gas and Utilita Energy apps any good?
Both suppliers offer highly rated apps. British Gas scores slightly higher on both the App Store and Google Play, but both apps are actively maintained and have over a million installs.
Which supplier answers the phone faster?
British Gas answers calls slightly faster, taking an average of 51 seconds. Utilita Energy takes an average of 60 seconds.
Should I choose British Gas or Utilita Energy?
If price and overall Citizens Advice scores are your main priorities, British Gas is the stronger choice. If you value weekend opening hours and higher Which? survey scores, Utilita Energy is a good alternative.
Do British Gas or Utilita Energy charge exit fees?
British Gas charges a £50 exit fee on its cheapest variable tariff and £200 on its fixed deals. Utilita Energy does not charge exit fees on its variable tariff.
What are the opening hours for British Gas and Utilita Energy?
British Gas is open from 8am to 6pm on weekdays and 9am to 2pm on Saturdays. Utilita Energy is open longer, from 8am to 8pm on weekdays and 8am to 5pm on weekends.
Does Utilita Energy score well with Which??
Yes, Utilita Energy scores 68 overall with Which?, beating British Gas. It achieved perfect scores of 10 out of 10 for smart meters and helping those who need it.
Can I get a fixed deal with Utilita Energy?
We do not currently have pricing data for any fixed tariffs from Utilita Energy. British Gas offers several fixed deals, starting at £1,649 a year.
What changed this month
This month, British Gas's fixed tariffs available rose from 1 to 3, British Gas's iOS sampled negative reviews rose from 0 to 3, and Utilita Energy's iOS sampled negative reviews fell from 2 to 0. There were 29 other data changes this month — see the full changelog below for details.
Data changes this month (40)
British Gas
- Trustpilot rating4.4 → 4.5
- Trustpilot reviews350,018 → 353,681
- Trustpilot 5-star %65 → 66
- Trustpilot 3-star %4 → 3
- Trustpilot positive reviews %73 → 74
- Trustpilot neutral reviews %4 → 3
- Trustpilot net-positive %50 → 51
- iOS app ratings count13,000 → 14,000
- iOS app days since last update9 → 15
- iOS sampled reviews avg starsnow available (1.67)
- iOS sampled negative reviews0 → 3
- Play Store rating4.0881915 → 4.1812863
- Play Store ratings count13,409 → 13,701
- Play Store days since last update10 → 18
- Play Store positive ratings %77.4 → 80.1
- Play Store negative ratings %19.1 → 16.4
- Play Store net-positive %58.3 → 63.7
- Avg social media response timenow available (55)
- Cheapest variable tariff£1,744.71 → £1,550.78
- Cheapest fixed tariff£1,833.95 → £1,649.29
- Cheapest tariff£1,744.71 → £1,550.78
- Cheapest fixed tariff exit fee£150 → £200
- Cheapest fixed tariff term24 months → 21 months
- Tariff count3 → 5
- Fixed tariffs available1 → 3
- Shortest fixed term24 months → 21 months
Utilita Energy
- Trustpilot reviews112,253 → 112,483
- Trustpilot negative reviews replied %100 → 99
- iOS app days since last update47 → 12
- iOS sampled reviews avg stars2.67 → 4
- iOS sampled negative reviews2 → 0
- Play Store rating4.129011 → 4.1229296
- Play Store ratings count61,547 → 61,566
- Play Store days since last update61 → 12
- Play Store positive ratings %77.7 → 77.5
- Play Store negative ratings %18.7 → 18.9
- Play Store neutral ratings %3.6 → 3.7
- Play Store net-positive %59 → 58.6
- Cheapest variable tariff£1,804.59 → £1,610.67
- Cheapest tariff£1,804.59 → £1,610.67
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Written by
Rob Gibbs
Hi, I'm Rob, and I run Energy-Review.co.uk. I initially started this project in 2018 when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data-backed reviews on all the suppliers available. Since then, I have spent a lot of time (too much, some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible, and any data is backed up by a source where necessary. I have also started writing guides on various energy-related topics, which hopefully you will find useful. If you find any issues, please use our contact form to let us know.