British Gas Utilita Energy (August 2026)
Overview
British Gas wins overall due to cheaper tariff options and slightly better Citizens Advice scores, though Utilita Energy performs strongly in the Which? survey.
British Gas ranks higher than Utilita Energy overall, driven by cheaper variable and fixed tariff options, alongside a stronger performance in independent service metrics from Citizens Advice. Utilita Energy achieves higher scores in the Which? annual survey, particularly for its handling of smart meters, but it currently lacks a fixed tariff in our comparison data.
About British Gas and Utilita Energy
Who is British Gas?
British Gas is owned by Centrica plc and is one of the UK's oldest and largest domestic energy suppliers. The current company was formed in 1997 following the demerger of British Gas plc, which was privatised in 1986.
Who are Utilita Energy?
Founded in 2003, Utilita Energy is owned by Luxion Group and focuses on the pay-as-you-go energy market and smart metering.
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Tariffs and pricing
British Gas currently offers the cheaper overall deal. Its Cap Tracker Plus Sep27 v1 is a variable tariff priced at £1,745 a year, making it about £60 a year cheaper than Utilita Energy's lowest-priced option. While this British Gas tariff has no fixed term, it does carry a £50 exit fee.
Utilita Energy's most affordable option is its Smart Energy tariff, which costs £1,805 a year. Like the British Gas equivalent, this is a variable tariff with no fixed term; however, it allows customers to leave without paying an exit fee.
For households who prefer to lock in their rates, British Gas provides a 24-month fixed deal at £1,834 a year, which includes a £150 exit fee. In contrast, there is no fixed tariff among the deals we have prices for from Utilita Energy this month.
British Gas and Utilita Energy: Tariff Options
British Gas
British Gas offers standard variable and fixed-term tariffs, alongside specialist options for customers with specific energy needs, such as electric vehicle owners, homes with heat pumps, and those with solar panels or battery storage.
Utilita Energy
Utilita focuses on variable tariffs for pay-as-you-go customers. We did not identify equivalent fixed-term, tracker or dedicated electric vehicle tariffs in its current published domestic range when checked.
Customer reviews
Both suppliers hold positive ratings on Trustpilot based on a high volume of feedback. British Gas averages 4.4 out of 5 from over 350,000 reviews, while Utilita Energy scores 4.3 out of 5 from over 112,000 reviews. Despite the slightly lower average, Utilita holds a higher share of five-star ratings at 72%, compared to 65% for British Gas.
Looking at the review text, British Gas customers often note polite and knowledgeable staff, efficient repairs, and prompt problem resolution. Utilita Energy customers highlight similar themes, frequently mentioning patient staff who explain complex issues well, alongside strong communication and helpful service.
Utilita Energy performs better in the annual Which? survey, achieving an overall score of 68 compared to 59 for British Gas. Utilita receives a 10 out of 10 score for its smart meters, whereas British Gas scores 3 out of 10 in the same category.
Utilita also achieves higher Which? sub-scores in other areas, scoring 10 out of 10 for helping customers who need it, compared to 8 out of 10 for British Gas. It also scores slightly better for handling complaints.
App quality and features
Both suppliers offer highly rated apps on the App Store. British Gas scores 4.5 out of 5 from 13,000 ratings, and Utilita Energy scores 4.4 out of 5 from 27,000 ratings.
On Google Play, both apps maintain strong scores with over a million installs each. Utilita Energy holds a 4.1 rating from over 61,000 users, while British Gas matches the 4.1 rating but from a smaller base of around 13,000 users.
Both apps receive regular maintenance. British Gas recently updated its app to add the ability for pre-payment users to check their emergency credit status. Meanwhile, Utilita Energy's recent updates introduced a progress bar for new customers to track their go-live date, as well as the ability to book smart meter appointments.
Customer service and support
British Gas ranks higher than Utilita Energy in the latest Citizens Advice assessments. It places 13th overall with a score of 2.61 out of 5, while Utilita Energy sits in 15th place with a score of 2.35.
When customers call, British Gas answers slightly faster, recording an average wait time of 51 seconds compared to 60 seconds for Utilita Energy. Both suppliers perform similarly on email responsiveness, answering roughly 98% of emails within two days.
Utilita Energy publishes its social media response times, averaging 1 minute 28 seconds, whereas British Gas does not currently provide this data. Both suppliers have formally registered vulnerability commitments with Citizens Advice.
In terms of availability, British Gas phone lines are open on weekdays from 8am to 6pm, and on Saturdays from 9am to 2pm. Utilita Energy offers longer support hours, operating from 8am to 8pm on weekdays, and from 8am to 5pm on both Saturdays and Sundays.
Complaints and performance
In the first quarter of 2026, British Gas received 1,122 complaints for every 100,000 customers. Utilita Energy received more, with 1,502 complaints per 100,000 customers during the same period.
While British Gas had fewer complaints overall, Utilita Energy was faster at fixing them. Utilita Energy resolved 66% of complaints by the end of the next working day, compared to 54.2% for British Gas. Within eight weeks, Utilita Energy had resolved 91% of its complaints, while British Gas reached 85.3%.
Half of all complaints made to British Gas were about billing (50%), followed by payments (20%) and credit management (11%). To help fix these issues, British Gas says it is focusing on accurate billing and improving its refund processes so customers get their money back faster. It is also hiring more staff to help with customer service.
For Utilita Energy, half of its complaints were about customer service (50%). Other common issues included payment issues (17%) and smart billing and meter readings (9%).
British Gas gets fewer complaints, but Utilita Energy is faster at sorting them out.
Green Energy Comparison
British Gas
Centrica aims to help its customers reach net zero emissions by 2050. It sells and installs low-carbon technology for the home, including heat pumps, solar panels, home batteries, and electric vehicle chargers. The supplier does not offer a dedicated green tariff for mainstream domestic customers. Its electricity fuel mix is largely nuclear, with some fossil fuel and renewables.
Utilita Energy
Utilita aims to reach net zero across its own operations by 2030. The supplier installs solar panels and battery storage to help homes generate their own renewable energy. It does not offer a dedicated green tariff. Its electricity fuel mix is largely fossil fuels, with some nuclear.[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 overall due to cheaper tariff options and slightly better Citizens Advice scores, though Utilita Energy performs strongly in the Which? survey.
British Gas ranks higher overall, largely due to offering cheaper tariffs and scoring better in Citizens Advice service metrics. Its cheapest variable deal costs around £60 a year less than Utilita Energy's option, and it currently provides a fixed tariff—an option Utilita lacks in our comparison data.
If price is the primary consideration, British Gas may be the stronger option, as it offers the cheaper variable deal and gives households the chance to lock in a fixed rate. However, for those who prioritise smart meter satisfaction and extended weekend support hours, Utilita Energy performs well on those specific points.
- Cheaper overall variable tariff
- Offers a 24-month fixed tariff
- Higher Citizens Advice score and ranking
- Slightly lower average call wait times
- Lower overall Which? customer score
- Poor Which? rating for smart meters
- Cheapest variable tariff carries a £50 exit fee
- Higher overall Which? customer score
- Perfect 10/10 Which? rating for smart meters
- Longer weekend opening hours
- Cheapest variable tariff has no exit fees
- More expensive variable tariff
- No fixed tariff in our current comparison data
- Lower Citizens Advice score and ranking
Frequently asked questions
Which is better overall, British Gas or Utilita Energy?
British Gas ranks higher overall in our comparison. It offers cheaper variable and fixed tariffs, and achieves a higher score in Citizens Advice service metrics. However, Utilita Energy performs better in the Which? customer satisfaction survey.
Which supplier has the cheaper energy tariff?
British Gas currently offers the cheaper tariff. Its cheapest variable deal costs about £60 a year less than Utilita Energy's cheapest option. British Gas also offers a fixed tariff, whereas we do not have a fixed tariff price for Utilita Energy this month.
Who has better customer reviews, British Gas or Utilita Energy?
It depends on the source. Both suppliers have positive ratings on Trustpilot, with British Gas scoring 4.4 out of 5 and Utilita Energy scoring 4.3. However, Utilita performs noticeably better in the Which? survey, scoring 68 overall compared to 59 for British Gas.
Are the British Gas and Utilita Energy apps any good?
Yes, both suppliers offer highly rated apps. The British Gas app scores slightly higher on the App Store (4.5 vs 4.4), while the Utilita Energy app holds a small advantage on Google Play. Both apps have over a million installs on Android.
Which supplier is easier to contact?
British Gas answers phone calls slightly faster, with an average wait time of 51 seconds compared to 60 seconds for Utilita Energy. However, Utilita Energy offers longer support hours, including being open until 8pm on weekdays and offering support on Sundays.
Should I switch to British Gas or Utilita Energy?
If you want the cheapest available variable rate or the security of a fixed-term tariff, British Gas is the stronger choice. If you value strong smart meter support and do not mind paying slightly more for a variable tariff with no exit fees, Utilita Energy is worth considering.
Does Utilita Energy offer a fixed tariff?
There is no fixed tariff among the deals we have prices for from Utilita Energy this month. Its primary offering is a variable tariff with no fixed term.
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 offers longer hours, operating from 8am to 8pm on weekdays, and from 8am to 5pm on both Saturdays and Sundays.
Do British Gas and Utilita Energy charge exit fees?
The cheapest variable tariff from British Gas carries a £50 exit fee, and its fixed deal carries a £150 exit fee. In contrast, Utilita Energy's variable tariff lets you leave without paying an exit fee.
What changed this month
This month, British Gas's iOS sampled negative reviews fell from 2 to 0, British Gas's cheapest tariff term fell from 24 months to 0 months, and British Gas's variable tariffs available rose from 1 to 2. There were 20 other data changes this month — see the full changelog below for details.
Data changes this month (31)
British Gas
- Trustpilot reviews345,969 → 350,018
- iOS sampled reviews avg stars2 → no longer available
- iOS sampled negative reviews2 → 0
- Play Store rating4.0481653 → 4.0881915
- Play Store ratings count13,077 → 13,409
- Play Store days since last update14 → 10
- Play Store positive ratings %76.2 → 77.4
- Play Store negative ratings %20 → 19.1
- Play Store neutral ratings %3.7 → 3.4
- Play Store net-positive %56.2 → 58.3
- Avg social media response time55 → no longer available
- Cheapest variable tariff£1,804.81 → £1,744.71
- Cheapest fixed tariff£1,702.64 → £1,833.95
- Cheapest tariff£1,702.64 → £1,744.71
- Cheapest tariff exit fee£150 → £50
- Cheapest tariff term24 months → 0 months
- Fixed tariffs available2 → 1
- Variable tariffs available1 → 2
- Shortest fixed term14 months → 24 months
Utilita Energy
- Trustpilot reviews111,959 → 112,253
- Trustpilot negative reviews replied %99 → 100
- iOS app days since last update39 → 47
- iOS sampled reviews avg stars2.6 → 2.67
- iOS sampled positive reviews2 → 1
- iOS sampled negative reviews3 → 2
- Play Store rating4.136039 → 4.129011
- Play Store ratings count61,525 → 61,547
- Play Store days since last update38 → 61
- Play Store positive ratings %77.9 → 77.7
- Play Store negative ratings %18.6 → 18.7
- Play Store net-positive %59.3 → 59
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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.