Utilita Energy Review (August 2026)
Overview
Utilita Energy offers strong app features and smart meter support, but poor independent customer service scores make it hard to recommend.
Who are Utilita Energy?
Utilita Energy started in 2003 and is a specialist UK domestic energy supplier. Based in Eastleigh, Hampshire, the company specialises in smart Pay As You Go energy and was one of the first UK suppliers to install smart meters.[1]
What sets Utilita apart is its focus on prepayment customers and its pricing structure. [Instead of a daily standing charge, the supplier uses a two-tier system where customers pay a higher rate for the first block of energy they use each day. Its My Utilita app gives customers access to features like emergency credit and friendly credit hours, which stop the power from cutting off overnight or at weekends if the meter runs out of money.
Products & services
- Pay As You Go energy
- smart prepayment tariffs with no daily standing charge
- Solar and battery storage
- home installations to generate and store power
Awards & certifications
- Energy Supplier of the Year — Energy Awards 2025
- Customer Support Award — Utility Week Awards 2025
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Prices
These are the tariffs we have pricing for — the supplier may offer others.
Based on current pricing data, the supplier's lowest-priced option is the Smart Energy plan, estimated at £1,805 annually. As a variable tariff with no fixed term, it allows households to switch away without incurring exit fees.
There is currently no pricing data available for any fixed-term contracts from this provider.
Tariff details
This supplier's full tariff range
Utilita keeps its domestic tariff range small, focusing mainly on variable prepayment plans. The supplier does not currently offer any fixed-rate deals for household customers.[1]
Customer reviews
Utilita Energy holds a Trustpilot rating of 4.3 out of 5, based on more than 112,000 reviews. Five-star ratings make up 72% of this total, whereas 16% of users award a single star. The provider responds to all negative feedback on the platform, usually within a 24-hour window.
Positive feedback frequently highlights the patience and knowledge of the support staff. Reviewers note that agents communicate clearly, which helps in resolving complex billing and payment queries.
Conversely, the company ranks lower in the annual Which? energy survey, achieving an overall score of 68. It receives 2 out of 5 stars across several key categories, including overall customer service, value for money, and ease of contact, alongside a complaint handling score of 7 out of 15.
Despite these lower general ratings, the provider secures maximum points in two specific Which? metrics. It scores 10 out of 10 for both its smart meter roll-out and the assistance it provides to customers requiring additional support.
Apps
The Android version of the Utilita Energy app holds a 4.1 rating on the Google Play Store across more than 61,000 reviews and exceeds one million installations. It receives regular maintenance, with recent updates introducing a progress bar for go-live dates, in-app smart meter appointment booking, and refined recommendations for the Power Up function.
On the App Store, the iOS iteration carries a higher rating of 4.4 from 27,000 users. In similar fashion to the Android app, it also receives regular updates.
A sample of recent iOS feedback indicates a lower average score of 2.67 stars compared to the historical rating. While some users commend the guidance provided during market price increases, others report negative interactions with doorstep representatives and express dissatisfaction with prepayment pricing mechanics.
Service and support
In independent assessments, Utilita Energy earns a Citizens Advice score of 2.35 out of 5, placing it 15th among ranked suppliers. Data shows the company handles 164 complaints per 10,000 customers.
Phone support statistics indicate an average call centre wait time of one minute. Email responsiveness is also notable, with 98.2% of written inquiries receiving a reply within two days.
The provider maintains formal vulnerability commitments registered with Citizens Advice. Support lines operate from 8am to 8pm on weekdays, and 8am to 5pm on weekends. Accepted payment methods include direct debit, cash, cheque, and prepayment.
Complaints and performance
In Q4 2025, Utilita Energy received 1,265 complaints for every 100,000 customers. The supplier resolved 59% of these complaints by the end of the next working day, and 89% within eight weeks.
Green energy
Utilita's electricity fuel mix is largely fossil fuels, with some nuclear and other sources. The supplier does not offer 100% renewable tariffs by default. Instead, it focuses on helping households use less energy and is openly critical of "greenwashing" in the energy market.[1]
Through its Utilita Home brand, the company installs solar panels and battery storage to help customers generate their own power.
Utilita has set a target to make its own business operations net zero by 2030. [To improve transparency, the supplier hosts a real-time carbon reporting dashboard on its website, which shows the carbon intensity of the energy its customers are using at any given time.[2]
Verdict
Utilita Energy offers strong app features and smart meter support, but poor independent customer service scores make it hard to recommend.
Utilita Energy may suit households seeking smart Pay As You Go tariffs managed primarily through a mobile app. The provider demonstrates strong performance in specific independent metrics, particularly regarding its smart meter infrastructure and the targeted assistance available for vulnerable customers.
However, its lower overall Citizens Advice score and weak Which? ratings for general customer service and value for money indicate that alternative suppliers might be more appropriate for those who prioritise comprehensive complaint handling and routine account support.
Frequently asked questions
Who owns Utilita Energy?
Utilita Energy is an independent supplier that started in 2003. It is based in Eastleigh, Hampshire, and focuses mainly on smart Pay As You Go energy for household customers.
Does Utilita Energy have a standing charge?
The supplier does not use a daily standing charge. Instead, it uses a two-tier pricing system where you pay a higher rate for the first block of energy you use each day.
What is Utilita Energy's cheapest tariff?
The cheapest tariff we have prices for is the Smart Energy plan, which costs £1,805 a year. This is a variable tariff with no fixed term and a £0 exit fee.
Are Utilita Energy's customer reviews good?
The supplier has a high Trustpilot rating of 4.3 from over 112,000 reviews, with many customers praising the helpful staff. However, it scores poorly in the annual Which? energy survey, receiving 2 out of 5 for overall customer service and value for money.
How does Utilita Energy score for customer service?
It receives a low Citizens Advice score of 2.35 out of 5, ranking 15th. It answers phone calls in an average of 1 minute and replies to 98.2% of emails within two days.
Does Utilita Energy have a mobile app?
Yes, it offers the My Utilita app for both iOS and Android. The Android version is actively maintained and has over 1,000,000 installs, while the iOS version has not been updated in over two years.
Is Utilita Energy green?
The company's energy mix is largely made up of fossil fuels, and it does not offer 100% renewable tariffs by default. Instead, it focuses on helping households use less energy and offers home installations like solar panels and battery storage.
Does Utilita Energy support vulnerable customers?
Yes, the supplier has formal vulnerability commitments registered with Citizens Advice. It also achieves a perfect score of 10 out of 10 for help for those who need it in the Which? survey.
What happens if my Utilita prepayment meter runs out?
The My Utilita app gives customers access to emergency credit and friendly credit hours. This stops the power from cutting off overnight or at weekends if the meter runs out of money.
Should I switch to Utilita Energy?
It may suit households who want smart prepayment options and a good mobile app. However, its poor scores in independent customer service and value rankings mean it is worth comparing other suppliers before making a decision.
What changed this month
This month, Utilita Energy's iOS app days since last update rose from 39 to 776, Utilita Energy's iOS app updates in last 90 days fell from 2 to 0, and Utilita Energy's play store days since last update rose from 38 to 59. There were 7 other data changes this month — see the full changelog below for details.
Data changes this month (13)
Utilita Energy
- Trustpilot reviews111,959 → 112,253
- Trustpilot negative reviews replied %99 → 100
- iOS app days since last update39 → 776
- iOS app updates in last 90 days2 → 0
- 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 → 59
- Play Store positive ratings %77.9 → 77.7
- Play Store negative ratings %18.6 → 18.7
- Play Store net-positive %59.3 → 59
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.
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